Mykaela Bradshaw

Oversee program management, and research activities to prioritize the biggest implications to Revenue Cycle employees and the overall customer’s experience. Responsible for managing all CX programs for financial counseling, patient registration, and the Emergency department at 53 hospitals and Employee experience initiatives for approximately 5,000 employees. Capture feedback at the most critical points of the customer journey through surveys and panels, while also managing vendor relationships and incorporate best practices for research into every aspect of the revenue cycle.

Reduced first year turnover in 10 months. Saving Revenue Cycle 5 Million dollars

● Program Management : 5 employee recognition programs created in year one, employee engagement scores up 33%

● Onboarding Survey implemented, leading to complete remodel of onboarding process

● VOC team wins “most innovative” in healthcare at CX awards.

Influenced Stakeholders to invest in upgrades to internal platforms through sharing metrics found in CX data

• Using Qualtrics to leverage data to support ROI
• Sharing patient (customer) trends biweekly in addition to my recommendations
• Scaling programs and initiatives for 5,000+ employees to use with patients (customers).

Oversee a team of 10 in auditing and closing of 10,000 real estate transactions annually across 38 branches. Support team progression and success by managing several Employee Experience (EX) programs - including onboarding practices, training procedures, standards of practice, and career path programs to encourage professional growth and opportunities for promotion. Align with stakeholders on operational changes and projects to ensure company-wide synchrony.

Reduced team turnover to 0% over 24 months and kept production stable by improving management processes

● Collaborated with HR for insights on team morale and most common complaints received

● Aligned with team members on preferred management methods and individual work requirements

● Secured approval on changes from Vice President of Operations and implemented new strategy

Improved response times by standardizing operations and training practices across all 40 branches

● Coordinated with Director of Operations and Vice President of Operations on proposed solutions

● Created strategy, plan of action, and workflows for every branch level position

● Organized training for all branch staff and provided 3 months support until changes were fully streamlined

Enhanced opportunities for team member promotion and growth by cross functional program management

● Proposed plan and received approval from Director for new team member internal growth pathway

● Established 3-tier manager training program and courses with eligibility requirements for promotions

● Influenced 5 other department managers to adopt new training program

Directed full cycle recruiting including sourcing, screening, scheduling, interviewing, selection, offer letters, and benefit assembly for multiple groups. Built relationships with hiring managers to guide and influence talent planning and develop hiring strategies. Implemented hiring strategy through multi-candidate hiring events and candidate sourcing through various channels and interview logistics planning.

Oversaw filling of 1920 maintenance and pilot positions per year by supporting recruitment full life cycle

● Examined 150 candidate resumes per day

● Orchestrated meetings with hiring managers and provided input on selected candidates

● Communicated regret in person or position offers and facilitated salary negotiations for non-union positions

Reduced cost and wait times of monthly hiring events by developing operational and logistical efficiencies

● Collaborated with colleges and spearheaded logistics planning for events and booth setup

● Choreographed with vendors, pilots, and hiring manager to select meeting times with 40 candidates daily

● Directed operations on event days and managed show day schedule

Maximized cost efficiency of recruitment department travel with recruiting coordinator travel standards

● Documented detailed cost requirements to travel on recruiting trip with coordinator

● Obtained approval from Vice President of Recruiting on budget and Standards of Practice plan department-wide

● Partnered with 20 coordinators to implement new plan across department

Managed a team of recruitment and HR personnel in developing programs to support executives relocating for employment. Implementing CRM tools, designing client follow-up strategy, and executing advertising campaigns across multiple media channels. Enhanced team performance through approaches to business programs, mentorship and training in effective prospecting, and sales negotiation. Assisted development of internal diversity and inclusion to drive equal access to opportunity and advancement.

Monitored revenue flow through company by overseeing staff coordination and daily operation management

● Recorded all agent payment wires and evaluated amount of revenue received to revenue expected

● Analyzed all legal documentation sent in by agents and identified next steps based on specific legal form

● Designed platforms with ATS and CRM representatives that worked for all staff and agents

Increased client touch points and revenue by creating marketing campaigns for 350 clients and agent follow-up plan

● Devised solutions to allow agents to focus more on deals as well as retain staff and presented to CEO

● Launched marketing options with $3K month budget to support agents

● Implemented ATS and CRM systems and trained team to support agents with tools

Boosted position acceptance of candidates by developing onboarding and new hire benefits for executive clients

● Evaluated hiring process with department leaders and identified means to attract top candidates to Seattle

● Negotiated costs and fee percentage payments as part of process

● Created logistics and implementation plan for candidates including tours, market research, and temporary stays

Assessed client needs, identified areas for improvement, and proposed solutions to improve quality of service and client experience. Guided team members on product development and promotions, effective sales analysis techniques, and creative services. Collaborated internally with a cross-functional sales team to improve customer service experience and to create effective marketing, sales, and promotional initiatives. Developed and maintained productive external partnerships with distributors of fleet vehicles and company products.