Kimberly Walters
Blue Springs,MO
Summary
Dynamic clinical call center and patient services leader with over a decade of experience supporting pharma-sponsored programs, clinical education, and patient engagement initiatives. Currently serving as a Clinical Call Center Supervisor at Inizio, with expertise in leading fully remote teams while enhancing quality, compliance, and operational performance. Proven track record in leadership roles at United BioSource Corporation, Ashfield (Inizio) Healthcare, and IQVIA, specializing in high-touch patient programs and complex clinical operations. Strengths include remote team leadership, quality assurance, KPI management, CAPAs, Salesforce CRM proficiency, and cross-functional collaboration. Thrives in fast-paced, compliance-driven environments with a commitment to delivering exceptional patient support at scale.
Overview
11
11
years of professional experience
Work History
Licensed Call Center Supervisor
Ashfield (Inizio) Healthcare
03.2024 - Current
- Identified, documented, tracked, and resolved project action items for the project, ensuring smooth project execution.
- Developed and implemented Corrective and Preventive Actions (CAPAs) related to Project Management issues, contributing to continuous improvement.
- Acted as a Subject Matter Expert (SME) for Salesforce CRM, creating a user guide template for other teams, enhancing organizational efficiency.
- Managed and mentored a team of fully remote virtual clinical educators and team leads, overseeing their performance, conducting audits, monitoring productivity, and providing coaching and guidance.
- Provided leadership in staff performance, fostering a culture of continuous improvement, and maintaining open communication with management on departmental and HR issues.
- Remote
Nurse Navigator
IQVIA
10.2023 - 02.2024
- Diligently educated patients on product utilization, actively participating in customer engagement initiatives and orientation meetings, enhancing their understanding and satisfaction.
- Systematically collected precise and timely data, skillfully crafting comprehensive summaries of follow-up calls, patient inquiries, and outcomes to facilitate informed decision-making.
- Remote
Licensed Call Center Supervisor
Ashfield (Inizio) Healthcare
03.2021 - 09.2023
- Identified, documented, tracked, and resolved project action items for the project, ensuring smooth project execution.
- Developed and implemented Corrective and Preventive Actions (CAPAs) related to Project Management issues, contributing to continuous improvement.
- Acted as a Subject Matter Expert (SME) for Salesforce CRM, creating a user guide template for other teams, enhancing organizational efficiency.
- Managed and mentored a team of fully remote virtual clinical educators and team leads, overseeing their performance, conducting audits, monitoring productivity, and providing coaching and guidance.
- Provided leadership in staff performance, fostering a culture of continuous improvement, and maintaining open communication with management on departmental and HR issues.
- Remote
Clinical Call Center Supervisor
United Biosource Corporation
11.2018 - 03.2021
- Analyzed data trends in team performance, provided valuable feedback, and implemented strategies to optimize productivity and efficiency.
- Continuously identified opportunities for operational improvements, process enhancements, and the development of best practices to enhance project outcomes.
- Managed technology-related issues to ensure consistent workflow and minimize disruptions in project execution.
- Acted as a specialized point of contact for resolving complex issues, leveraging expertise and discretion to ensure effective problem resolution.
Director of Wellness
Spectrum Retirement Communities, LLC
11.2017 - 11.2018
- Cultivated an inclusive and dynamic work culture that nurtured accountability, resulting in a significant reduction in staff turnover rates.
- Demonstrated exceptional leadership by effectively managing and providing comprehensive training to care staff across multiple campus locations, maintaining consistency in care standards.
- Played a pivotal role in interdisciplinary resident care meetings, collaborating with other department directors to optimize resident well-being and care outcomes.
- Conducted meticulous monthly chart audits, meticulously scrutinizing documented care to guarantee alignment with established quality standards and regulatory guidelines.
- Led the recruitment and interviewing process for nursing positions, securing top talent to bolster the care team and enhance overall patient care quality.
Nurse Clinician/Team Lead (Call Center)
United BioSource Corporation
06.2015 - 11.2017
- Took the initiative in developing informative training materials and conducted hands-on staff instruction sessions on virtual call programs, contributing to the team's proficiency and success.
- Diligently educated patients on product utilization, actively participating in customer engagement initiatives and orientation meetings, enhancing their understanding and satisfaction.
- Systematically collected precise and timely data, skillfully crafting comprehensive summaries of follow-up calls, patient inquiries, and outcomes to facilitate informed decision-making.
Education
Associate Degree - Nursing
Crowder College
Neosho, MO12.2007
Skills
- Proficient in Microsoft Office
- EMR Systems
- Salesforce expertise
- Statistical data interpretation
- Team leadership
- Problem-Solving
- Mentoring
- Performance coaching
- Effective communication
- Quality improvement strategies
- Supervisory experience in clinical settings
- Quality assurance monitoring
- Coaching and mentoring
Timeline
Licensed Call Center Supervisor
Ashfield (Inizio) Healthcare
03.2024 - Current
Nurse Navigator
IQVIA
10.2023 - 02.2024
Licensed Call Center Supervisor
Ashfield (Inizio) Healthcare
03.2021 - 09.2023
Clinical Call Center Supervisor
United Biosource Corporation
11.2018 - 03.2021
Director of Wellness
Spectrum Retirement Communities, LLC
11.2017 - 11.2018
Nurse Clinician/Team Lead (Call Center)
United BioSource Corporation
06.2015 - 11.2017
Associate Degree - Nursing
Crowder College