REAGAN M. HARKIN

Specialty Optimization and Research

• Create and support models for specialty and subspecialty clinicians utilizing ambient technology and prompt engineering.
• Spearheads pilot tests and revises programs based on feedback and results.
• Manages multiple strategic projects with numerous sub-projects or workstreams.
• Engages cross-functional stakeholders to manage strategic initiatives.
• Utilizes industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
• Leverages data and analytics to make informed decisions and drive business improvements.

Customer Experience Execution

• Drives specialty optimization programs that impact customer satisfaction
• Assists others in preparing customers for any changes that will be taking place to any products/services they use.
• Creates and drives plans for the implementation of individual projects and programs.
• Drives alignment across program stakeholders via effective communication, measurement, organization, and leadership.
• Leverages managerial support to help build a standard approach to stakeholder engagement to inform and listen to feedback, and continuously captures feedback from stakeholders on the progress of customer improvement plans.
• Contributes to change ideas regarding customer and partner-related processes, systems, and products. Assists in creating actionable and tangible customer and partner-related improvements and helps drive these forward through the relevant business groups.
• Supports initiatives that will drive measurable improvements to the customer experience and working with other groups to accept and prepare for change.
• Executes change management plans affecting people roles or processes on critical programs that impact customer satisfaction.
• Recognizes the need to embed the customer voice into change management and landing activities within key programs, and provides input to planned activities as needed.
• Conducts key activities (e.g., change impact assessments, stakeholder engagement) to identify critical changes impacting customer satisfaction.
• Assists with business planning (e.g., prioritization, people resourcing, fiscal year budget planning, objectives and key results [OKR] management) across multiple segments, audiences, and execution projects.
• Supports execution of the plan with team members on prioritized customer and partner experience opportunities and supporting activities.

Customer Experience Measurement & Insights

• Supports development of documentation (e.g., data visualization, presentation decks) that clearly explains insights and opportunities identified through research to inform and influence stakeholders at multiple levels.
• Conducts basic quantitative and qualitative analysis of experience and operations feedback and data. Supports customer research instrument design (e.g., surveys, in-depth interviews, focus groups, panel discussions).

Customer/Partner Obsession

• Learns about customer-centricity and how a customer-obsessed culture functions.
• Practices customer obsession and advocacy and learns from others by proactively bringing forward and taking the customer's view when addressing problems and challenges.

Voice of Customer/Partner

• Supports the development, execution, and tracking of relevant improvement plans for top customer experience opportunities.
• Contributes to the development of problem statements and assisting in identifying customer experience opportunities.
• Communicates insights and relevant information to key stakeholders to inform and engage the business on important customer perspectives and trends.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Interacted with customers and clients to identify business needs and requirements.
• Embeds the customer voice into planning and decision-making within key programs.

• Delivered projects and products to appropriate stakeholders to optimize efficiency in training, onboarding, and post go-live engagement.
• Supported key stakeholders throughout onboarding and post go-live.
• Led internal and external stakeholder-facing meetings.
• Developed and maintained infrastructure of clinicians’ artificial intelligence-based deliverable.
• Maintained in-depth understanding of product functionalities including limitations and benefits.
• Identified and mitigated potential risks to product and project.
• Transitioned seamlessly between tasks and projects while under strict time constraints.
• Collaborated with management to create, automate, and implement new processes.
• Served as mentor within organization.

• Developed and maintained healthy business relationships throughout the project lifecycle to delight customers and deliver successful projects.
• Provided training across multiple employee levels for ambient intelligence technology.
• Provided client-facing communication for support and coaching.
• Organized and led client meetings on both high-level and detail-oriented subjects.
• Understood and complied with policies and procedures and related medicolegal matters including confidentiality, release of information, and utilizing medical records as legal evidence.
• Seamlessly transitioned between several platforms and accounts under strict time constraints and with impressive accuracy.
• Gathered and analyzed inconsistencies, discrepancies, and inaccuracies in documentation.
• Developed and advocated for solution-based ideas when confronted with challenges and obstacles.

• Fostered a collaborative environment while managing a diverse set of people and providers globally.
• Managed 24 provider accounts.
• Led, motivated, trained, and coached a team of 14.
• Championed efforts to train the 1st and 2nd cohorts of the NTS Global team.
• Collaborated closely with Senior Team Leads and Associates to improve processes and ensure high-quality production.