Jen Tan

Client Services Leader

Chicago, IL

How does this work?
About

I am passionate about creating value by improving client experience -- whether my audience is my customers or my employees. I am trained in talking to people. Specifically, I love listening to their challenges and figuring out how to translate them into performance improvement or growth opportunities for organizations. I develop both strategies and execution plans to drive competition. I am most excited about creating lasting change.

Ask me about
home care
hospital finance
senior care
primary care
Healthcare Service Providers
Work experience
logo

Mar 2020 - Present

Strata Decision Technology

Senior Manager, Strategy and Innovation

In this role, I effectively serve as the Chief of Staff to the SVP of Strategic Services. So I make sure we work most effectively with internal and external stakeholders and deliver on our team's commitments. ● Orchestrate product, development, and operational leads across 10 functions to launch a platform-wide legacy replacement product ● Assess opportunities for Strategic Services and Solution-Focused growth ● Develop and present robust business opportunity analyses for Strategic Services and Solution-Focused growth, including revenue projections, staffing needs ● Collaborate with Solution Directors, Product, and Leadership to enhance current offers, methodologies, and materials ● Develop and execute on implementation plans within expected timelines ● Lead and facilitate effective change management efforts ● Scale the operations of Strata Strategic Services to ensure efficient operations and data-driven decision making

logo

Apr 2018 - Mar 2020

Strata Decision Technology

Senior Manager, Client Services

● Develop and promote operational excellence in solution implementation and service delivery for the Advanced Planning practice, a team of 30+ software consultants serving 171 clients ● Create a data-driven approach to operational effectiveness in staffing, status reporting, revenue recognition, client satisfaction, and other KPIs by facilitating and evangelizing the team-wide adoption of Salesforce ● Successfully launched an internal training initiative to develop and share best practices on topics such as software configuration, project delivery, risk mitigation, and account renewal/add-on strategies, resulting in increased employee engagement

May 2017 - Apr 2018

Informed-U

Business Development Consultant

● Acquired first sale by identifying and pursuing 60+ leads across the Chicagoland sales territory

logo

Oct 2017 - Mar 2018

SwipeSense Inc.

Product Development Consultant

● Provided recommendation on market entry strategy, product development prioritization, and channel development based on client and expert research

logo

Jan 2017 - May 2017

Oak Street Health

Regional Operations Director

Value-based care delivery for Medicare (and Medicaid dual-eligible) patients. ● Introduced change and performance management to a MM clinic by analyzing, planning, training, and coaching a team of 20 staff on operational improvements related to quality, compliance, customer service, and sales and outreach. ● Developed and implemented policies and procedures which guide and support the provision of value-based care and meet all productivity metrics. ● Developed culture of high performance, accountability, and continuous improvement through adoption of analytics and Key Performance Indicators to measure outcomes and success of population health initiatives

Sep 2014 - Oct 2016

Cantata Adult Life Services

Director of Service and Product, Community-Based Services

Non-medical in-home services for private pay clients. ● Delivered $1.4M in revenue by managing team of 60+ caregivers providing 90+ clients with quality, customized in-home care across a 9-mile service area ● Identified and implemented a new software system to increase administrative team capacity by 16% while shortening access to KPIs from almost 45 days to immediately ● Piloted and launched in-home caregiving service that currently achieves a 34% reduction in direct labor costs, a benefit has been passed onto clients via price reductions of 18% ● Created and implemented a hot meal delivery system allowing for 28% growth in delivery volume while decreasing delivery labor costs by 35% and improving overall profitability by 15%

logo

Jun 2013 - Sep 2013

Cambia Health Solutions

Business Development and Strategy Intern, Health Care Services

● Advised the Chief of Staff on the development of a strategic framework for a 3-year state-wide healthy lifestyle campaign for Oregonians, led by Cambia's CEO in partnership with local corporate and government leaders. ● Co-designed the charter of the firm's inaugural Wellness Steering Committee and conducted a review of the competitive landscape and market position of Cambia's Wellness product in preparation for a product line overhaul.

logo

Jun 2012 - Sep 2012

Purple Binder

Director of Product Development and Marketing, Intern

● Persuaded CEO and CTO to overhaul the company’s strategy and reposition the flagship product as a management web tool to connect social workers and social service organizations. ● Created marketing channel for social service organizations; developed sales strategy; increased user base by 100%. ● Forged and managed partnerships with the two leading graduate social work programs in Chicago; pitched the product to 100 social work practitioners working at agencies across the city.

logo

Jun 2012 - Sep 2012

Feeding America

Data Analyst + Research Intern

● Designed national research framework for the nation’s largest domestic hunger study of 65k agencies and 80k clients. Redesigned team website to improve clarity on the research goals and process and encourage participation; coached participants through data collection and conducted analysis as the first screener of responses.

Sep 2009 - Jul 2011

Facing History and Ourselves

Executive Aide, Office of the Chief Development Officer

● Developed and managed communications with 130-member Board of Trustees, Directors, and Executive Team ● Managed foundation and government grant proposal, pipeline growth, and reporting team workflow as well as institutional revenue reporting

logo

Jun 2003 - Sep 2009

Clinton Foundation

International Recruiter

● Launched and developed global recruitment strategy as first employee recruiter; grew staff by 14% by hiring over 100 program staff working in 70 countries around the world ● Trained, mentored, and managed the performance of 12 interns supporting critical recruitment functions.

Education

2011 - 2014

The University of Chicago - Booth School of Business

MBA, Operations Management; Entrepreneurship

2011 - 2014

The University of Chicago School of Social Service Administration

MA, Clinical Social Work

2003 - 2007

Brown University

BA, American Civilization

Talk to Jen

@ Copyright 2020 OfficeHours Technologies Co.