Marla Bradley
Bardstown,KY
Summary
Take charge Account Operations Manager with 8 years of experience with account management and relationship-building to achieve optimal success. Plans, coordinates and directs support service delivery to meet expense, revenue and profit goals. Consistently achieves measurable results in account-specific financials, client satisfaction and employee development and retention.
Overview
14
14
years of professional experience
Work History
Senior Account Operations Manager
CoverMyMeds
04.2019 - Current
- Provide customer with proactive consultative and strategic services on program design, strategy, revenue generating and cost saving opportunities
- Cultivate the customer relationship to identify and recommend opportunities to optimize and grow programs while driving long-term customer retention
- Establish and maintain relationships with internal teams (Sales, Marketing, Operations, IT, Finance and legal) to assist in understanding and meeting customer requirements
- Provide direction and coordinate activities among supporting teams as needed
- Serve as first point of contact for day-to-day program support and issues
- Ensure customers are satisfied with company projects and services by establishing and executing customer relationship tactics consistently and ensuring contractual compliance
- Plan and coordinate quarterly business reviews for customers and internal support teams
- Develop account management plans and measure progress toward customer goals and objectives
- Understand, evaluate, and interpret data to provide the necessary meaning and value to the customer
- Drive improvements to program where needed
- Develop and maintain yearly forecasts, monitor budgets, provide key input to leadership to ensure revenue and profitability of customer programs
- Ensure accuracy of customer invoicing and associated back-up documentation
- Ensure all revenue is captured according to established contracts and fee sheets
- Evaluate financial and operational performance metrics (KPI/SLA) for assigned program(s); to grow margin, monitor expenses, identify and interpret trends, spot threats, propose future opportunities for growth and ensure that contractual obligations are being met
Operations Manager
RxCrossroads by McKesson
02.2016 - 04.2019
- Responsible for program staffing, employee engagement and satisfaction, profitability, quality, compliance, Standardized Operating Procedures (SOPs), optimizing services, process design, implementation and improvement
- Develop and adhere to budgetary guidelines to ensure profitability
- Organize and deploy departmental strategy to Supervisors and Operations Support Leads and up to 50+ contact center employees to enhance customer experience, increase productivity, mitigate risk, improve processes, maintain and monitor program revenue and EBIT and increase employee and customer satisfaction
- Manage Operations Supervisors and Operations Support Leads performance to be measured against job requirements, roles and responsibilities and contractual agreements while reinforcing an innovative, evidence-based culture based upon financial acumen, data analytics, continuous process improvement, risk mitigation and opportunities for professional growth for assigned program(s)
- Actively support the senior leadership team by participating in team meetings and strategy sessions while partnering with the training department to design, implement, and refine a leadership development program that builds bench strength while providing individuals with a pathway to career growth in operations
- Evaluate financial and operational performance metrics (KPI/SLA) for assigned program(s); to grow margin, monitor expenses, identify and interpret trends, spot threats, propose future opportunities for growth and ensure that contractual obligations are being met; holds regular meetings with Supervisors to summarize how metrics affect program objectives; mentors the development of Supervisors business acumen
- Work closely with Supervisors and Operations Support Leads to ensure that company complies with all government regulatory, anti-fraud and abuse statutes by monitoring and maintaining standardized policies and procedures
- Reinforce operations commitment to building and growing a diverse, inclusive workforce
Practice Manager
Norton Healthcare
03.2011 - 02.2016
- Responsible for overseeing the day-to-day operations of a Neurology Practice
- Responsible for providing leadership, management and evaluation of all office employees
- Ensure ongoing allocation of staff, as evidenced by interviewing, hiring, evaluating performance and firing for all staff positions
- Provides staff development through coaching, counseling and initiation of the Employee Conduct and Performance program
- Serve as a liaison to staff physicians, providing feedback to the Director/Regional Administrator/VP Physician Services for problem solving and evaluations
- Ensure the delivery of competent and efficient patient care through appropriate coordination of practice services, provide guidance in the attainment of practice goals and promote teamwork among all personnel to ensure that standards for clinical outcomes and regulatory compliance are met on an on-going basis
- Identify and understand issues, problems, and opportunities; comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action in developing appropriate solutions: taking action that is consistent with available facts, constraints and probable consequences
- Bi-Weekly payroll processing and record keeping
Practice Manager
Advanced Orthopedic Physical Therapy
08.2010 - 03.2011
- Manage and oversee daily office operations, including 2 FTEs and 1 PTE
- Insurance billing and patient account review for collections, including charge entry and payment posting to patient accounts and monthly patient statements
- Daily bank deposits
- Daily mail processing
- Monitor and follow-up on patient accounts receivable
- Monitor the practices accounts payable
- Biweekly payroll processing and record keeping
- HR record coordinator
- Prepare management and financial reports
- Oversee purchasing of supplies for the practice
- Develop and maintain an effective system of process and performance improvement
- Develop and review practice policies and procedures
- Liaison to the practice’s vendors
- Medical record retention
- Support of the practices marketing efforts, to include but not limited to, setting up luncheons, dinners and attending them with the owner and printing marketing materials
- Attend educational seminars as needed and pertinent to my position
- Assist clinic therapists as needed
- Assist owner with correspondence and scheduling as needed
- Act as substitute receptionist in their absence
Education
Associate of Applied Science - Pre- Licensure Nursing
The Health Institute of Louisville
Louisville, KY07.1993
Other - Nursing Pre-requisites
Jefferson Community College
Louisville, KY08.1992
Skills
- Operational efficiency
- Sales operations
- Staff training and development
- Employee development
Timeline
Senior Account Operations Manager
CoverMyMeds
04.2019 - Current
Operations Manager
RxCrossroads by McKesson
02.2016 - 04.2019
Practice Manager
Norton Healthcare
03.2011 - 02.2016
Practice Manager
Advanced Orthopedic Physical Therapy
08.2010 - 03.2011
Associate of Applied Science - Pre- Licensure Nursing
The Health Institute of Louisville
Other - Nursing Pre-requisites
Jefferson Community College
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