Machelle Vos
Director
Newton,IA
Work Preference
Summary
Dynamic, results-oriented Director with a proven track record of driving growth and enhancing operational efficiency through data-driven leadership. Expertise in expanding responsibilities while fostering a motivating environment that empowers team members to excel. Committed to cultivating a culture of continuous improvement, ensuring employees are equipped to achieve their highest potential in performance metrics. Adept at leveraging analytics to inform strategic decisions and optimize team outcomes.
Overview
10
10
years of professional experience
Work History
Director, Patient Services
AdaptHealth
05.2019 - 11.2025
- Primary Function and Relationship to the Total Organization:
- Managed and led the growth of location from 40 to 120 employees over the course of one year for both call center function, order processing, and revenue cycle management.
- Led and trained leadership team of 16 individuals to efficiently meet annual goals and objectives for the location based on the organization’s strategic goals.
- Accomplished staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Key Achievements:
- Deployed Virtual CPAP Set-up during Covid-19.
- Deployed and led Michigan CPAP Resupply Program.
- Retooled location from resupply processing center into call center for patient and referral support, as well as center for revenue cycle management, order processing, scheduling, pre-asset recovery, and weekend hospice/hospital discharge support.
- Deployed queues for patient support function in five separate national regions.
- Led operations for 14 separate teams.
- Traveled for acquisition support nationally.
- Deployed Humana HMO Capitation Support Center
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Deployed Nebulizer Medication Inside Sales Department supporting nationally
- Deployed CPAP Initial Resupply Department
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Defined clear targets and objectives and communicated to other team members.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Established team priorities, maintained schedules and monitored performance.
Customer Service Associate (NEC)
Aureon
03.2018 - 04.2019
- Telephone Support – Performed telephone technical support for projectors and displays. Ensured that customer questions were answered completely in a professional and responsive manner. Performed research and follow-up as needed.
- E-mail & Chat Support – Answered and completed all assigned messages or contacts; ensured that all customer questions and issues were addressed in reply. Properly entered customer information and resolution in the appropriate tracking system.
- Maintained departmental productivity standards while exhibiting accuracy as outlined in monthly goals set by the department manager.
Telephone Sales Associate
Hanson Directory/DirecTech
11.2017 - 03.2018
- Sold advertising on multiple platforms including digital, local guides, and yellow page.
Customer Service Call Center Supervisor
Intoxalock
03.2016 - 11.2017
- Managed two teams of customer service associates which included writing and conducting performance reviews, writing and conducting disciplinary action up to and including separation from employment, set objectives for a path to success, and coached employees toward success and promotion within the organization.
- Resolved escalated customer issues.
- Assisted peer leaders in operating training classes for Tier II Associate requirements.
- Assisted management and peer leaders in communicating ideas regarding improvements in operations.
- Attended management meetings as requested.
- Assisted in analyzing data and reporting as needed and made recommendations to support performance.
- Utilized the payroll program to confirm employees’ hours were recorded correctly for proper pay.
- Key Achievements:
- Promoted to Customer Service Supervisor within 6 months of employment.
- Developed and deployed the Quality Assurance program for the Customer Service department.
- Lead the Engagement Team as a Customer Service Associate and then and a Leadership Mentor.
- Successfully identified and developed team members for promotion within the organization.
- Instrumental in deploying open market vending within the call center.
- Traveled on behalf of the organization to assist in leading the satellite call center in Phoenix, AZ for several weeks.
- Developed and deployed the organization’s Voluntary Conversion program.
Education
Juris Doctor -
Drake University Law School
Des Moines, IABachelor of Arts - Business Administration
Buena Vista University
Storm Lake, IAAssociate of Arts -
Des Moines Area Community College
Ankeny, IASkills
- Cross-functional team leadership
- Verbal and written communication
- Change management
- Multitasking and organization
- Contract and vendor management
- Coaching and mentoring
- Leadership development
- Business strategy
- Hiring and retention
- Performance management
- Contract management
- Process improvement
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director, Patient Services
AdaptHealth
05.2019 - 11.2025
Customer Service Associate (NEC)
Aureon
03.2018 - 04.2019
Telephone Sales Associate
Hanson Directory/DirecTech
11.2017 - 03.2018
Customer Service Call Center Supervisor
Intoxalock
03.2016 - 11.2017
Juris Doctor -
Drake University Law School
Bachelor of Arts - Business Administration
Buena Vista University
Associate of Arts -
Des Moines Area Community College