Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
Sharon McKinley

Sharon McKinley

Manchester,NH

Summary

Dedicated health care professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Customer-focused professional with successful 25 plus year career in the health care sector. Dynamic successfully applying critical thinking and outcomes orientation in busy business environment.

Overview

26
26
years of professional experience

Work History

Director, Client Services

Health Dialog
03.2014 - Current
  • Managed diverse portfolio of clients, ensuring timely delivery of high-quality services tailored to individual needs.
  • Identified potential risks associated with client engagements early on, enabling proactive measures to mitigate negative impacts on project outcomes effectively.
  • Collaborated with internal departments to develop integrated solutions for complex client challenges, resulting in successful project completions and satisfied clients.
  • Served as advocate for clients within the organization, working closely with senior leadership to address any concerns or issues promptly. Annual client survey resulted in a 94% overall satisfaction of program.
  • Enhanced client satisfaction by implementing innovative service strategies and streamlining processes. Contract renewals greater than 95%.
  • Developed strong relationships with key clients, resulting in long-term partnerships and increased revenue.
  • Played a pivotal role in securing major contracts by delivering compelling sales presentations showcasing company's unique value proposition.
  • Skilled at working independently and collaboratively in team environment
  • Managed time efficiently in order to complete all tasks within deadlines.

Client Operations Specialist

Health Dialog
06.2010 - 02.2014
  • Oversaw daily workflow operations of busy health care call center of over 130 FTE's, ensuring tasks were completed efficiently and accurately.
  • Collaborated with cross-functional teams to achieve goals on time and within budget.
  • Enhanced team productivity by streamlining processes and implementing time-saving strategies.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Resolved problems, improved operations and provided exceptional service.
  • Strengthened communication skills through regular interactions with others.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.

Community Leader/Nurse Manager

Health Dialog
06.2007 - 01.2010
  • Led successful team comprised of 30 RNs, RDs, and RTs.
  • Enhanced overall staff morale by recognizing individual achievements and fostering a collaborative, supportive work environment.
  • Spearheaded and implemented new projects to expand scope of engagement.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Championed continuous learning opportunities for the nursing team by organizing workshops, guest lectures, or other educational events on relevant topics.
  • Oversaw quality assurance initiatives to identify areas of improvement within department and implement corrective action plans accordingly.
  • Evaluated clinical competency of nursing staff through direct observation, feedback sessions, and periodic skills assessments.
  • Facilitated open communication among team members by conducting regular staff meetings and encouraging feedback from all levels of personnel.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Excellent communication skills, both verbal and written.

Education

Bachelor of Science - Health Care Management

Granite State College
Manchester, NH

Skills

  • Teamwork and Collaboration
  • Client Needs Assessment
  • Work Planning and Prioritization
  • Task Delegation
  • Goal Setting
  • Analytical and Critical Thinking
  • Quality Management
  • Strategic Planning
  • Lead Generation
  • Process Improvement
  • Client Retention Strategies
  • Lean Trained

Timeline

Director, Client Services

Health Dialog
03.2014 - Current

Client Operations Specialist

Health Dialog
06.2010 - 02.2014

Community Leader/Nurse Manager

Health Dialog
06.2007 - 01.2010

Bachelor of Science - Health Care Management

Granite State College

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Sharon McKinley