Heidi Perkins
Multi-State Contact Center Manager @ LifeStance Health | Data driven, analytical thinker
- Role
- New England Regional Intake Manager at LifeStance Health
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Heidi Perkins
Accomplished healthcare executive poised to lead all aspects of operations in hospitals…
Experience
New England Regional Intake Manager
Jul 2021 — Present
100% Remote)Multi state contact center manager, including 6 direct managers and 60+ intake coordinators. Additionally oversee a national team of managers and intake coordinators deployed to fill gaps in staffing- Responsible for productivity of all teams including call volume, appointment scheduling, conversion, quality, KPI management- Participated in multiple pilots to improve efficiencies due to regional stability- Staffing and human resource management for the Northeast. Assist and guide with hiring of key staff, disciplinary action as needed- Lead and develop managers, mentor peers- Creation, planning and the roll out of key SOPs to create accountability including an attendance policy, work from home policy- Execute projects based on the business needs and vision of the company- Collaborate to solve problems and engage stakeholders in decision making- Successfully implemented NICE CX One for all states- Improved \"live\" call answer rate, conversion in all states- Delivered a National program to fill short term staffing gaps in less than 3 months which included staffing, policy creation, forms, project prioritization and metric reporting- Representing intake in redesigning the intake experience with cross-functional teams- Certified Change Champion
Education
Ursinus College
BS
Regis College
MHA
2018 — 2020
Skills
- Healthcare
- Business Development
- Quality Management
- Cold Calling
- Team Building
- Management
- Sales Operations
- Sales
- Customer Service
- Strategy
- Sales Process
- Leadership
- Operations Management
- Hospitals
- Human Resources
- Healthcare Management
- Training
- New Business Development
- Sales Management
- Vendor Management
- Marketing
- Marketing Strategy
- Business Strategy
- Contract Negotiation
- Process Improvement
- Recruiting
- Healthcare Industry
- Staff Development
- Crm
- Operating Budgets
- Cost Variance Analysis
- Talent Acquisition
- Strategic Planning
- Revenue Cycle Management
- Account Management
- Program Management
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