Kirsten Lippelman
Columbia,MO
Summary
Operations and customer support professional with experience leading clinic growth, resolving billing issues, and improving customer transitions. Brings cross-team problem solving, staff training, and process improvement experience across healthcare operations, account management, and client support.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Sr. Customer Support Representative
Hint Health
San Francisco, California
04.2025 - Current
- Resolved complex technical issues for customers through timely troubleshooting and cross-team collaboration to ensure satisfaction.
- Led customer transitions between payment processors, managing onboarding, explaining differences, and addressing payment discrepancies to maximize transaction fee savings.
- Collaborated with colleagues to develop strategies that improved customer experience by documenting requests and providing feedback on platform enhancements.
- Trained new customer support representatives on product knowledge and customer support techniques.
- Assisted Direct Primary Practices with platform navigation, billing, account questions, and growth strategies.
Operations Manager
Big Tree Medical
Columbia, MO
04.2024 - 01.2025
- Oversaw compliance, inventory, and growth strategies for 4 medical clinics, contributing to operational stability.
- Lowered patient acquisition costs from $26.38 to $18.91 while maintaining high patient satisfaction ratings.
- Launched and managed Lincoln University's Student Health Pilot Program which resulted in earning the company $35,000 in 2 months as well as increasing student care from 4 patients a day to 11.
- Boosted GLP-1 patient consultants by 22% and enhanced overall Telehealth usage by 13%, driving patient engagement.
- Supervised and directed the marketing department and initiatives including events and social media which increased website traffic from 600 views a day to 2,300 and increased our social media following by 2,700 individuals in 3 months.
Account Manager
Big Tree Medical
Columbia, MO
10.2023 - 04.2024
- Managed portfolio of 15-20 prospective accounts, providing timely support and guidance to enhance client relationships.
- Facilitated B2B sales by connecting clinic owners with business owners to reduce health insurance costs, leading to onboarding of a local 200-employee company.
- Sold membership based direct primary care models to pharmacy owners across the USA and remotely managed them. This resulted in the opening and maintenance of 9 established medical clinics across the USA.
- Developed and implemented a playbook for launching new clinics and marketing strategies for growth of established locations.
- Consulted on finances, inventory, and build outs of clinics and maintained an accurate record of all client interactions in our CRM system.
Education
Bachelor of Arts (B.A.) - Psychology
University of Missouri
Columbia, MO05-2017
High School Diploma -
Westran High School
Huntsville, MO05-2014
Skills
- Customer Relationship Management
- Technical troubleshooting
- Payment Processing
- Project Leadership
- Strategic Planning & Execution
- Quality Assurance
- Staff Management
Certification
Tools of Choice Certificate (CMRO), Living Well Certificate (UMKC)
Timeline
Sr. Customer Support Representative
Hint Health
04.2025 - Current
Operations Manager
Big Tree Medical
04.2024 - 01.2025
Account Manager
Big Tree Medical
10.2023 - 04.2024
Bachelor of Arts (B.A.) - Psychology
University of Missouri
High School Diploma -
Westran High School