Emily Nkirote

I’m a patient services and operations leader with 4+ years of experience driving day-to-day service delivery in a US-based healthcare environment. I focus on improving workflows, monitoring KPIs and SLAs, and ensuring every patient interaction supports a better experience.

In my current role as a Division Manager, I lead divisional operations across multiple teams with a hands-on approach—resolving escalations, supporting peak workload periods, and keeping service quality aligned to operational targets. I’m responsible for performance against KPIs and customer satisfaction goals, while also overseeing workforce planning, resource allocation, and process improvements.

Previously, as a Patient Services Assistant Manager and Customer Service Supervisor, I coordinated clinical and administrative teams, implemented service improvement initiatives, and managed escalated patient concerns. I conducted audits for quality and compliance, delivered coaching and training to improve productivity, and strengthened reporting to support operational decision-making.

I also built my foundation in healthcare administration through experience maintaining accurate patient records and supporting reporting functions. I bring a continuous-improvement mindset—developing SOPs, supporting quality assurance, and using healthcare information systems and Excel-based reporting to turn data into action. I’ve earned recognition including Leader of the Year (2024) and Employee of the Month (November 2024), and I’m certified in leadership skills and Basic Life Support (BLS).