Summary
Overview
Work History
Education
Skills
Timeline
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SARA JONES

Overland Park,KS

Summary

Results-driven and proactive problem solver with expertise in quality assurance, customer retention, and health technology, leveraging data analytics and SaaS platforms to deliver impactful solutions. Adept at managing client portfolios, driving operational improvements, and fostering collaborative relationships to achieve measurable outcomes.

Overview

12
12
years of professional experience

Work History

Clinical Quality Success Advisor

Bardavon Health Innovations
04.2022 - Current
  • Manage a portfolio of 55 client accounts, executing personalized success plans that drive engagement, retention, and measurable outcomes aligned with customer goals.
  • Consistently achieve an 85%+ CSAT score goal by delivering customer-centric solutions and driving proactive service enhancements.
  • Manage 350+ active therapy cases, delivering proactive support and tailored success strategies that enhance client satisfaction, promote recovery outcomes, and drive long-term retention.
  • Played a key role in customer retention efforts, contributing to a Net Provider Score (NPS) of 61 through proactive account management and relationship building.
  • Proactively mitigated client churn by identifying at-risk accounts through data analysis, implementing customized retention strategies, and enhancing customer touchpoints.
  • Drive change management initiatives to ensure seamless adoption of new processes.
  • Leverage detailed client feedback and in-depth data analysis to uncover trends and drive service improvements.
  • Conduct quality audits and shared insights with stakeholders to drive service improvements and support data-driven decision-making.
  • Deliver personalized support and education to clients, addressing barriers to success and ensuring alignment with recovery goals and service expectations.
  • Act as a liaison between clients, providers, and stakeholders to facilitate communication, resolve concerns, and enhance satisfaction and outcomes.

Occupational Therapist

Athletico Physical Therapy
08.2021 - 04.2022
  • Achieved an average customer satisfaction score of 98% per quarter, demonstrating a strong commitment to customer success.
  • Engaged with external stakeholders to ensure the delivery of high-quality services, proactively addressing concerns and aligning on expectations, resulting in increased customer satisfaction and long-term business retention.
  • Drove customer success by analyzing therapy service efficacy using standardized data, contributing to an 85% success rates in clients meeting goals within the projected time frame.
  • Implemented feedback loops with patients, ensuring their needs were met and proactively addressing any issues to improve overall experience and prevent churn.

Occupational Therapist

Saint Luke's Hospital of Kansas City
11.2017 - 11.2021
  • Formulated and executed strategic plans to meet client needs, significantly boosting customer satisfaction and outcomes.
  • Managed high-volume case loads, ensuring an 85% successful discharge rate, aligning with expected care timelines.
  • Facilitated collaboration among diverse stakeholders, transforming communication methods and streamlining workflows to amplify client success.

Occupational Therapist

SERC Physical and Hand Therapy
10.2013 - 10.2017
  • Transformed documentation protocols as a Raintree EMR Superuser, boosting new hire training effectiveness and team confidence in documentation skills.
  • Developed and executed tailored client plans to enhance service delivery and improve customer satisfaction.

Education

Master of Occupational Therapy -

Saint Louis University

Bachelor of Science - Exercise Science

Southeast Missouri State University

Skills

  • Quality Assurance
  • Customer Retention
  • SaaS
  • B2B
  • Salesforce
  • Mondaycom
  • Epic, NextGen, Raintree EMR systems
  • PowerBI
  • Go High Level
  • Microsoft Office
  • Data Analytics
  • Health Tech

Timeline

Clinical Quality Success Advisor

Bardavon Health Innovations
04.2022 - Current

Occupational Therapist

Athletico Physical Therapy
08.2021 - 04.2022

Occupational Therapist

Saint Luke's Hospital of Kansas City
11.2017 - 11.2021

Occupational Therapist

SERC Physical and Hand Therapy
10.2013 - 10.2017

Master of Occupational Therapy -

Saint Louis University

Bachelor of Science - Exercise Science

Southeast Missouri State University

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