Sarah Wood
Boston,MA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Senior Manager, Program Management Office
Blink Health
New York, NY
10.2017 - Current
- Lead cross-functional operations projects and strategic initiatives, process improvements, and pharma client implementations to ensure operational readiness
- Manage vendor relationships for third-party implementations
- Identify and manage project risks and issues and develop mitigation plans to minimize impact to project schedules and scope to deliver impactful business and customer outcomes
- Evaluate, implement, and enhance program management best practices and governance operating model to strengthen program teams, tools, and communication channels.
Senior Operations Manager
Blink Health
New York, NY
04.2021 - 04.2023
- Led learning & development (L&D), product support, and patient success functions of pharmacy operations
- Improved productivity and interoperability between patient experience, technology, pharmacy, and legal teams
- Reduced cost to serve by increasing efficacy of training and documentation across pharmacy operations
- Key Accomplishments: Grew L&D team 133% in 4 months; established L&D standardization and best practices
- Onboarded ~60 new hires in Q4 2021 to support rapid scale
- Improved call answer speed from ~75% in Q1 2022 to ~90%+.
Customer Experience Operations Manager
Blink Health
New York, NY
01.2019 - 04.2021
- Supported the implementation of an outsourced call center
- Restructured internal customer support teams into operational teams
- Partnered with cross-functional stakeholders to develop resources for product launches to enable internal and external customer support teams
- Led various engagement and learning initiatives.
Customer Experience Administrator
Blink Health
New York, NY
10.2017 - 01.2019
- Designed and implemented systems, processes and protocols to support early stage customer support team
- Managed payroll for customer support team
- Migrated team from manual payroll system to automated system
- Doubled internal customer support team headcount to support new product offerings.
Senior Patient Experience Representative
Boston Children's Hospital
Boston, MA
11.2016 - 08.2017
- Program coordinator of Ketogenic Diet Clinic and Infantile Spasm Clinic within the Division of Epilepsy and Clinical Neurophysiology
- Participated in partnership between Ketogenic Diet Clinic and Children's Hospital Integrated Care Organization (CHICO)
- Provided administrative support for physicians in the Division of Epilepsy and Clinical Neurophysiology
- Scheduled patient encounters and procedures to coordinate within and across providers, departments, and institutions.
Patient Experience Representative
Boston Children's Hospital
Boston, MA
11.2015 - 11.2016
- Program coordinator of Ketogenic Diet Clinic and Infantile Spasm Clinic within the Division of Epilepsy and Clinical Neurophysiology
- Participated in partnership between Ketogenic Diet Clinic and Children's Hospital Integrated Care Organization (CHICO)
- Provided administrative support for physicians in the Division of Epilepsy and Clinical Neurophysiology
- Scheduled patient encounters and procedures to coordinate within and across providers, departments, and institutions.
Intern, Perioperative Services
Norwood Hospital Steward Health Care
Norwood, MA
05.2015 - 08.2015
- Observed surgical procedures and conducted audits to improve operating room efficiency.
Intern, Office of Patient Experience
St. Joseph's Hospital Health Center
Syracuse, NY
06.2014 - 08.2014
- Developed and implemented new volunteer program to attract college students.
Education
Community Health, Administration and Planning
State University of New York at Cortland, School of Professional Studies
05.2015
Skills
- Strategic Planning
- Cross-functional team leadership
- Operations Planning
- Cross-Functional Communication
- Cross-Functional Collaboration
- Operations Management
- Organizational Development
- Organizational improvement
Timeline
Senior Operations Manager
Blink Health
04.2021 - 04.2023
Customer Experience Operations Manager
Blink Health
01.2019 - 04.2021
Senior Manager, Program Management Office
Blink Health
10.2017 - Current
Customer Experience Administrator
Blink Health
10.2017 - 01.2019
Senior Patient Experience Representative
Boston Children's Hospital
11.2016 - 08.2017
Patient Experience Representative
Boston Children's Hospital
11.2015 - 11.2016
Intern, Perioperative Services
Norwood Hospital Steward Health Care
05.2015 - 08.2015
Intern, Office of Patient Experience
St. Joseph's Hospital Health Center
06.2014 - 08.2014
Community Health, Administration and Planning
State University of New York at Cortland, School of Professional Studies
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