Sarah Wallace
Syracuse,NY
Summary
Senior healthcare operations leader with expertise in establishing stability during organizational change. Proven ability to develop practical systems that enhance team performance and ensure consistent results amid evolving roles and processes. Recognized for early issue identification and designing user-friendly solutions that maintain operational continuity during growth and adaptation.
Overview
11
11
years of professional experience
Work History
Senior Manager, Operations Enablement
Podimetrics
04.2024 - Current
- Established structure for a growing patient support function including workflows, escalation paths, staffing models, and reporting. This helped reach a 98.7 percent inbound SLA despite staffing challenges.
- Frequently asked to resolve unclear or unowned issues by identifying breakdowns, clarifying accountability, and implementing simple processes to prevent recurrence.
- Partnered with Clinical Operations, Product, and Data teams to resolve workflow issues and support change adoption across frontline teams.
- Built practical tracking solutions for eligibility, leads, and follow ups when system visibility was missing. These became reliable sources for prioritizing work and warehousing the data.
- Acted as a steadying force during organizational changes by maintaining continuity, supporting managers, and closing ownership gaps.
- Expanded outreach from phone calls to SMS which reduced manual call volume and improved access for patients who prefer alternative communication.
- Supported leaders through performance challenges and change by offering structured problem solving and guidance.
Project Success Manager
Podimetrics
04.2022 - 04.2024
- Created and maintained the implementation playbook used for onboarding new healthcare clients which increased speed of revenue realization.
- Coordinated readiness across Sales, Clinical Operations, and frontline teams for launches and improved execution handoffs.
- Shifted outreach from phone calls to secure email which increased patient reach and reduced cost per contact.
- Captured operational lessons and developed shared guidance and historic record of business decisions to improve consistency and scale.
Sales Operations Assistant Manager, Medicare Agent, Sales Support
AAA Western and Central New York
04.2015 - 03.2022
- Supported Medicare members through coverage decisions and built workflows and onboarding materials for a new sales function used across 11 locations.
- Led adoption of an autodialer that freed the equivalent of 4 full time staff hours for higher value work.
- Translated policy and system changes into clear guidance for frontline teams.
- Managed workforce planning and aligned staffing to business priorities.
Education
Associate of Applied Science - Business Administration
Onondaga Community College
Syracuse, NY01.2022
Skills
- Workflow Optimization
- Implementation Planning
- Project Management
- Visibility Solutions
- Cross Functional Team Leadership
- Change Management
- KPI Analysis
- Data Management
- Healthcare Operations
- Operations Strategy
- Policy Interpretation
- Performance Management
Timeline
Senior Manager, Operations Enablement
Podimetrics
04.2024 - Current
Project Success Manager
Podimetrics
04.2022 - 04.2024
Sales Operations Assistant Manager, Medicare Agent, Sales Support
AAA Western and Central New York
04.2015 - 03.2022
Associate of Applied Science - Business Administration
Onondaga Community College