Greg Massey

Clinical Excellence Manager @Octagos

Houston, TX, US

Clinical Excellence ManagerLead IDTF for wearables, 20+ direct reports. Collaborating on scaling organization, creating and implementing process and workflows. KPI implementation and management. Monitor SLA’s and respond to customers’ requests and concerns. Quality Assurance process implementation and monitoring.• Customer complaint handling. Example: Performed root cause analysis and implemented process changes to mitigate future issues• Retrospective and real time data collection to monitor overall quality and individual KPI’s. • Analytics Dashboard creation for reporting account trends and team performance• Direct hiring process and role creation and development.• Created quality assurance process and data management to assess overall performance and report trends.• Collaborate to improve and create workflows to boost efficiency. • Collaborate to improve algorithm and AI recognition software’s.

Cisco College

Associates of Applied Science