Tiffani Collins

Experience

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  SuccessEHS

  Jul 2010 - Apr 2014

  • Responsible for leading the Account Management, Documentation, QA, and Customer Support departments. • Manage client expectations and lead strategic projects.• Created Key Performance Indicators (KPI) and consistently achieved all KPI’s.• Oversee the development and execution of data queries in order to generate a full analysis of quality measures.Key Achievements:• Provided leadership and guidance to the Customer Support and Account Management teams in order to maintain a 95% customer retention rate. • Responsible for creating a transitional plan on integrating three support departments and three different technologies under one customer support structure through multiple acquisitions.• Managed the project team for completion of query development and data validation consisting of data mined from over 700 databases for multiple CME grants.• Maintain an average answer delay of 8 seconds and an abandonment rate of 1.5% with an average weekly call volume of 1300 calls.• Developed a training program that compliments rapid growth by incorporating lunch ‘n’ learns, hands on lab scenarios and comprehensive assessments. Show less • Provided direct operational leadership to Account Management and Customer Support teams.Key Achievements:• Improved operational efficiencies by increasing the client/specialist ratio from 20 to 25 clients per specialist. • Developed the project plan, allocated resources and implemented the integration of two independent client bases into one customer management system. • Hired 45 employees between July 2010 and September 2012 with an attrition rate of 22%.• Created and implemented a fast track program that resulted in promoting 67% of the employees hired within the Customer Support group in less than a year. Show less • Provided direct operational leadership to Support team that included 20 direct reports.• Supervised the support of a client base consisting of over 8,000 users within the ambulatory and community health center market.Key Achievements:• Implemented a scalable support model in order to accommodate future growth, improve morale, and increase productivity. • Created and implemented initiatives that reduced the active client issue count from an average of 100 each week to 15. • Implemented a training program that resulted in the department producing a 96% resolution rate within 48 hours, a 90% resolution rate on the initial call and a client satisfaction rate of 3.8 on a scale of 1-4 which was an increase from the prior metrics of 94% resolution rate within 48 hours, 85% resolution rate on the initial call and a client satisfaction rate of 3.7. Show less

  • Director of Client Services

    Sept 2012 - Apr 2014

  • Client Services Manager

    Jan 2012 - Sept 2012

  • Customer Support Manager

    Jul 2010 - Jan 2012
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  HIMSS Alabama Chapter

  Jul 2011 - now

  Board Member

  Positions:Treasurer: 2016 - PresentPast President: 2015 - 2016President: 2013 - 2015President-Elect: 2012 - 2013Membership Chair: 2011 - 2012

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  PointClear Solutions

  Jan 2014 - Jan 2018

  Director, Solutions Management

  • Served as the Product Strategist across a portfolio of clients such as Medicision, Best Doctors, OrthoBanc, and countless others by creating business plans, as well as product design and development roadmaps for achieving each client’s vision through new product development.• Provided comprehensive business consultation to business units and IT management on all phases of the product development lifecycle to see each engagement through idea to implementation.• Partnered with the sales team through the acquisition of new clients by translating prospect ideas and needs into service solutions and incorporating the details into the proposal development and prospect presentation.• Led the growth and success of PointClear Solution’s largest client while securing a continued partnership and extending the initial scope of work from $725,000 to $3 million in revenue.• Grew from Sr. Clinical Business Analyst to Director, Solutions Management during this timeframe. Show less

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  Greenway Health

  Apr 2014 - Sept 2014

  Professional Services Manager - Customer Experience
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  Optum

  May 2018 - now

  • Sr. Director, Product Strategy

    Aug 2022 - now

  • Director, Enterprise Clinical Performance

    Feb 2020 - Aug 2022

  • Associate Director, Clinical Performance

    May 2018 - Feb 2020