Danielle Lockhart-Garrett, MBA

•Provide operational leadership for a 70+ person remote patient support program, directly supervising 25 associates. •Built a full-cycle talent pipeline by hiring, onboarding, and training new associates, accelerating readiness and improving early-stage quality performance. •Designed and implemented a structured onboarding curriculum that strengthened competency, compliance, and program alignment. •Increased productivity and compliance through KPI-driven workflow redesign and targeted performance coaching. •Implemented standardized policies and procedures aligned with client expectations and regulatory requirements. •Strengthened escalation management processes, improving resolution timelines and enhancing client satisfaction. •Partnered cross-functionally to align performance metrics with contractual and regulatory obligations. •Oversaw workforce planning, hiring, and performance accountability to maintain service level agreements.

•Evaluated agent interactions and case documentation to ensure adherence to quality standards, regulatory requirements, and patient safety protocols, consistently driving improvements in customer satisfaction scores. •Led root cause analyses and performance reviews, implementing targeted process enhancements that reduced repeat complaints by 20% and improved first-call resolution. •Collaborated with leadership teams to align quality metrics with departmental goals and client expectations, strengthening compliance and operational efficiency. •Facilitated call calibration sessions with management and external stakeholders, standardizing performance benchmarks and enhancing cross-team consistency. •Developed and delivered training programs on regulatory compliance, call quality, and drug safety protocols, equipping staff with the knowledge to manage sensitive pharmaceutical inquiries responsibly. •Authored quality assurance materials and job aids that reinforced best practices in adverse event reporting and pharmacovigilance, ensuring compliance with FDA and EMA guidelines.

•Processed Medicare benefit verifications, prior authorizations and appeals, ensuring compliance with CMS guidelines. •Analyzed data to identify process inefficiencies and recommended improvements that reduced turnaround time. •Acted as a liaison between providers, pharmacies, and patients to align reimbursement processes with organizational strategy. •Processed Patient Assistance applications to determine eligibility for medication. •Managed patient assistance program processing and trained new employees on patient assistance processing.

•Coached and mentored sales agents, delivering targeted training that boosted sales effectiveness and improved customer service quality across the team. •Managed Medicare customer accounts and coordinated expedited deliveries, increasing patient satisfaction and strengthening long-term retention. •Promoted and enrolled Medicare patients in diabetic supply home delivery services, driving program adoption and supporting continuity of care for chronic condition management.