Summary
Overview
Work History
Education
Skills
Timeline
Generic
Saran Craig

Saran Craig

Carver,MA

Summary

Driven Relationship Manager with over 20 years of experience in caregiver support and health care. Goal-oriented professional dedicated to deepening client relationships through superior service and support. Exceptional knowledge of caregivers and their impact on the national health care landscape, including health plans managing member lives. Respected for expertise in this field, committed to making a positive difference in the lives of clients and caregivers.

Overview

16
16
years of professional experience

Work History

Senior Relationship Manager

Careforth
05.2024 - Current
  • Developed and maintained relationships with new and existing clients through effective communication and exemplary interpersonal skills.
  • Communicated regularly with clients to understand needs, evaluate current product utilization and outcomes, and execute on growth strategies, all while providing high level of expertise.
  • Responded to client inquiries and requests related to Medicaid RFPs and health plan needs related to products, services, and company information.
  • Liaised with internal sales, marketing, product, digital and technology and operations management teams to develop solutions and accomplish shared objectives.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with sales team to strategize and execute marketing campaigns to enhance clients' return on investment.
  • Developed and executed trainings and in-services for Health Plan teams nationally to increase program engagement and referrals.
  • Gave exciting presentations to prospects and leads in effort to build business opportunities.
  • Maintained high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
  • Planned, articulated and executed client development strategies.

Senior Clinical Implementation Specialist

Careforth (dba Seniorlink, Inc)
01.2022 - 05.2024
  • Served as clinical and coaching expert on Client Success team, fostering trust with health plan partners through all stages of sales, implementation and program management.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Served health plan leaders with knowledgeable, empathetic and expert support at every stage of sales, implementation and ongoing program management.
  • Facilitated monthly market meetings and quarterly business reviews.
  • Collaborated with internal stakeholders to provide customer feedback and recommend operational and program changes to meet outcomes and deliver value.
  • Contributed to program marketing collateral and campaigns and brand promotion.
  • Led company rebranding awareness and communication with all health plan clients.
  • Developed and executed health plan personnel training to increase service coordinator engagement and program referrals.

Clinical Program Innovation Manager

Careforth (dba Seniorlink, Inc)
01.2017 - 01.2022
  • Streamlined Dementia coaching program for remote delivery to support caregivers and improve member and caregiver outcomes
  • Served as first remote caregiver coach, delivering Dementia Coaching Programs to caregivers of at-risk members nationally (internal and commercial partner)
  • Created job descriptions, training program, workflows and job aids to support the implementation of remote coaching programs across multiple state and health plan partners
  • Led transformation of ten years of field based institutional knowledge into proprietary structured case management tools to be used by RNs, SWs and Coaches in state based and payer partner programs, both in home and remotely
  • Authored caregiver focused clinical content on a variety of topics (regulatory, Care Transitions, Falls Prevention, Dementia) for use by 500 + clinicians with state and payer partner members
  • Informed design of Vela technology platform to offer coaching and collaboration remotely in an efficient and repeatable manner to improve company and program outcomes
  • Designed and delivered Continuing Education program “Empowering the Dementia Caregiver” to improve the impact professionals have on dementia caregivers across a variety of environments
  • Developed and executed coach onboarding program to train new coaches in the Seniorlink coaching framework and Seniorlink' s proprietary Dementia coaching program
  • Streamlined and monitored quality programs to improve program outcomes.
  • Subject matter expert in Dementia and Caregiver engagement.

District Manager

Careforth (dba Caregiver Homes/ Seniorlink, Inc)
08.2012 - 09.2017
  • Oversee all aspects of branch operations and clinical service delivery.
  • Supervised various locations, enforcing high-quality standards of operation.
  • Support development and execution of annual budget.
  • Manage $9 million annual revenue district operation.
  • Responsible for interviewing, hiring and onboarding of new talent.
  • Manage 32 staff RNs, OAs and Case Managers and 350+ consumers and caregivers.
  • Ensure implementation of company policies, procedures and changes in process flow.
  • Identify and implement best practices around process flow and share statewide.
  • Manage district culture through leadership.
  • Evaluate employee engagement survey and strategize goals for improvement.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Ensure Mass Health and SCO partner Regulation compliance
  • Engaged in program training, community awareness, branding, and initiatives to raise awareness, census and revenues.

Harbor Program Director

Benchmark Senior Living
10.2008 - 08.2012
  • Support at Faxon Woods and The Willows
  • Community Education and Training Responsibilities; Clinical Oversight Responsibilities; Operations and Management Responsibilities.

Education

M.A. in Gerontology; Counseling -

Appalachian State University
Boone, North Carolina
05.2003

B.A. in Sociology; Psychology, Gerontology - undefined

Lynchburg College
Lynchburg, Virginia
05.2001

Skills

    • Account Management
    • Communication and Collaboration
    • Client Relationship Development and Management
    • Market Research
    • Strategic Planning
      • Critical Thinking
      • Planning and Coordination
      • Public Speaking
      • Training and Development

Timeline

Senior Relationship Manager

Careforth
05.2024 - Current

Senior Clinical Implementation Specialist

Careforth (dba Seniorlink, Inc)
01.2022 - 05.2024

Clinical Program Innovation Manager

Careforth (dba Seniorlink, Inc)
01.2017 - 01.2022

District Manager

Careforth (dba Caregiver Homes/ Seniorlink, Inc)
08.2012 - 09.2017

Harbor Program Director

Benchmark Senior Living
10.2008 - 08.2012

M.A. in Gerontology; Counseling -

Appalachian State University

B.A. in Sociology; Psychology, Gerontology - undefined

Lynchburg College

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