Lisa Williams
Peachtree City,GA
Summary
Seasoned healthcare operations leader with a proven track record at Atlanta Fibroid Center, recognized for enhancing customer retention through innovative CRM strategies. Expertise in policy development and team mentoring fosters efficient, patient-centered environments. Skilled in HIPAA compliance and effective communication, consistently driving operational excellence and revenue growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
CRM Executive
Atlanta Fibroid Center
Smyrna, GA
06.2024 - Current
- Managed customer databases, ensuring accuracy and completeness of information.
- Conducted market research and reported on competitors.
- Developed and executed email marketing strategies, increasing customer engagement rates by significant percentages.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Enhanced customer loyalty and retention through personalized communication and targeted offers.
- Collaborated with external vendors and partners to enhance CRM tools and capabilities.
- Collaborated with Sales and Marketing teams to create cohesive customer journeys across multiple channels.
- Developed and maintained comprehensive SOPs for CRM operations, ensuring consistency and compliance.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Established KPIs for CRM initiatives, monitoring and adjusting strategies to meet business objectives.
Director of Operations
Urgent Team
Knoxville, TN
03.2022 - 06.2024
- Established operational guidelines and identified opportunities for improvement.
- Worked with management team to develop operational goals aligned with business strategy.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Assessed reports and adjusted workflows to realign with targets.
- Enhanced customer service and satisfaction through policy and procedural changes.
- Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
- Successfully improved employment turnover through creating incentive and training programs.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored progress by establishing plans, budgets and measuring results.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Director of Clinical Operations
North Atlanta Primary Care
Alpharetta, GA
10.2019 - 12.2021
- Provided onboarding and coaching to new hires to help each feel comfortable in job positions and prepared to handle various responsibilities.
- Utilized active listening and interpersonal communication skills to build professional relationships with patients, clinical staff and other stakeholders.
- Coordinated weekly work schedules for department employees.
- Interviewed applicants and made recommendations for new hires.
- Recruited individuals bringing talent, well-developed skills sets and passion for helping others, effectively building exceptionally gifted team of personnel.
- Introduced new departmental policies and oriented staff to facilitate adoption of changes.
- Coordinated with nurse manager to develop programs targeting nurse education, overall departmental competencies, individual performance, patient safety and service-related issues.
- Partnered with nurse manager to raise standards of practice by monitoring, analyzing and correcting staff performance.
- Devised training programs to close gaps in nurse and staffs' competencies.
- Crafted and initiated development of strategy-based plans, allowing organization to exceed objectives and achieve [Result].
- Improved medical equipment competencies and care best practices through various ongoing learning options.
- Communicated with patients with compassion while keeping medical information private.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- 16 provider proactive that treated over 300 patients per day in the primary care and Urgent Care setting.
- Was here throughout most of the pandemic and was awarded 2020 Atlanta Covid Hero.
Practice Manager
Piedmont Urgent Care
Atlanta , G
10.2016 - 11.2019
- By WellStreet
- Maintained PNL for over 2 million dollar Urgent Care
- Developed and maintained schedules for 30 employees
- Ensured excellent customer service
- Worked alongside providers and clinical staff
- Used marketing experience to develop and grow Occupational Medicine Department
Senior Director of Sales and Marketing
07.2014 - 10.2016
- Any Lab Test Now
- Secured new accounts for a nationally known and used lab service
- Performed retention visits and kept clients current on new services
- Worked in direct relationship with corporate office and nationally directed marketing operative
- Worked with many large medical vendors.
Director of Medical Assisted Treatment Program
Highlands Center for Behavioral Health
01.2007 - 09.2014
- Director of Medical assisted treatment for Drug Dependency patients
- Maintained a caseload of over 90 and developed treatment plans and objectives for treatment
- Lead IOP groups and lead individual and group therapy and groups
- Worked closely with physicians for treatment of patients
- Attended Southwest Virginia Coalition for Substance Abuse
Education
King University
05.2011
Master of Science - Biology
East Tennessee State University
Johnson City, TN05-2005
Bachelor of Science - Biology And Psychology
Lees McRae College
Banner Elk, NC05.2003
Skills
- HIPAA and OSHA Regulations
- Policy and Procedure Development
- Workflow Management
- Service Utilization Improvements
- Employee Training Program
- Critical Thinking
- Epic Systems
- Budget Development
- Employee Performance Evaluations
- Decision Making
- Employee Work Scheduling
- Employee Supervision
- Operating Plans Development
- Policy and Program Development
- Verbal and Written Communication
- Time Management
- Employee Recruitment and Hiring
- Process Implementation
- Expenditure Authorization
- Performance Metrics
- New Hire Training
- Mentoring and Coaching
- Payroll Administration
- Managing Files and Records
- Managing Medical Practices
- Customer retention strategies
- CRM integration
- Data-driven decision making
- Campaign management
- Customer segmentation
- Social media savvy
- Effective communication
- Competitive analysis
- Customer support
- Salesforce proficiency
- Territory management
- Relationship building
- Brand development
- Operations management
- Market intelligence
- Analytical problem solver
- Teamwork
- Verbal and written communication
- Profit and revenue-generating strategies
- Revenue growth
- Client retention
- Training development
- Written communication
- Customer trend analysis
- Presentations and public speaking
Certification
Time Management- Advanced
Epic-Emr Super User- Expert
Systoc-Super User-Expert
IV, EKG, POCT Testing proficiency-Advanced Excel, Quickbooks, OnShift-Scheduling and Paylocity experience-Advanced PNL management-Advanced Calibrater Health and Press Ganey, Customer Gauge- Expert 8 Years of Occupational Medicine Experience Hospice, Crisis intervention and Alzheimer’s care experience- Advanced
ADP, Paylocity, when to work, Ultipro experience
Epic, Allscripts, Eclinical Works, Docutap and Solv
- Registered Health Information Administrator (RHIA)
- Certified Electronic Health Record Specialist (CEHRS)
ACLS Certified until 10/2025
Phlebotomy Certification until 7/2026
Additional Information
- 4 Year Letter Award winner Women's Basketball Full Athletic scholarship Team Captain 2000-2003 Captain's award winner, Coaches' award winner, CVAC freshman of the Year Award, Most dedicated. MVP award for exceptional leadership
- 2018 Piedmont Employee of the Year
- 2018 Piedmont Center MVP
- 2020 Atlanta Covid Hero
- 2020 Manager of the Year
- 12 time E2 recipient at Urgent Team.
- TN and GA delegate Thrombassador for the National Blood Clot Alliance.
Affiliations
- 10 year diamond season pass holders to Six Flags/Whitewater.
- Proficient swimmer
- I have almost completed my scuba certification
Accomplishments
- Developed the Brand Logo for the Unicoi County Apple Festival
- Was just awarded the 2024 Community Service Ambassador Award for Excellent community service spreading blood clot awareness and raising over 15,000 for Hurricane Helene effected families in NE TN.
References
References available upon request.
Timeline
CRM Executive
Atlanta Fibroid Center
06.2024 - Current
Director of Operations
Urgent Team
03.2022 - 06.2024
Director of Clinical Operations
North Atlanta Primary Care
10.2019 - 12.2021
Practice Manager
Piedmont Urgent Care
10.2016 - 11.2019
Senior Director of Sales and Marketing
07.2014 - 10.2016
Director of Medical Assisted Treatment Program
Highlands Center for Behavioral Health
01.2007 - 09.2014
Time Management- Advanced
Epic-Emr Super User- Expert
Systoc-Super User-Expert
IV, EKG, POCT Testing proficiency-Advanced Excel, Quickbooks, OnShift-Scheduling and Paylocity experience-Advanced PNL management-Advanced Calibrater Health and Press Ganey, Customer Gauge- Expert 8 Years of Occupational Medicine Experience Hospice, Crisis intervention and Alzheimer’s care experience- Advanced
ADP, Paylocity, when to work, Ultipro experience
Epic, Allscripts, Eclinical Works, Docutap and Solv
- Registered Health Information Administrator (RHIA)
- Certified Electronic Health Record Specialist (CEHRS)
ACLS Certified until 10/2025
Phlebotomy Certification until 7/2026
King University
Master of Science - Biology
East Tennessee State University
Bachelor of Science - Biology And Psychology
Lees McRae College
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