Empowering People, Evolving Operations, Elevating Results.

Healthcare Operations Leader with 17+ years of experience leading transformative healthcare strategies, optimizing clinical operations, and aligning wellness programs with organizational goals for a Fortune 500 company.

  • Delivering $43M in regional profit
  • Increasing market share from 3.8% to 5.9%
  • Achieving a 95% customer satisfaction rate
  • Exceeding sales targets by indexing 109%
  • Leading vision centers to achieve > $1M revenue multiple locations
Contact Adjoa
$120M+
Operations Revenue

Industries​

  • Walmart
  • Non profit healthcare
  • Federal agency healthcare

About Adjoa

  • Turnaround underperforming markets
  • Increase market share and promote associate engagement

Core Skills

  • Transformative leadership
  • Results driven
  • Change management champion
  • Early adopter that gets infront of change
  • Regulatory and compliance focus

Case Studies

Situation

See Around Corners
  • High technician turn over
  • Poor NPS
  • Low associate morale/ low AES
  • Mounting attrition cost of $90,000 per month in my market: avg of 20 associates lost @ $4,500 per associate

Actions

  • Created a survey for all my technicians to complete
  • Identified top 3 pain points: increased workload with call outs, increased workload with new and untrained technicians, and always being called in on their day off
  • Used data and analyzed how I could solve this problem for my market and the company
  • Came up with a floating technician per pod (3 stores each) to support the stores and associates
  • Interviewed and selected 5 top candidates to support 5 pods and 15 stores
  • Success would be measured by Increased NPS, Increased AES and efficiency in workflow which would increase sales and overall profitability

Results

  • NPS went from an average of 68 across the market to 82 in 3 months
  • Associate engagement increased from 72 to 84 in 3 months
  • Underperforming stores grew to achieve 104% to sales 
  • We had successfully empowered 5 hourly associates to impact the business

Situation

Deliver Results. I see my team as my internal customer that I have to serve to maximum productivity out of them for them in turn to serve the customer. In the region we were searching for several Pharmacists in charge due to several great pharmacists leaving. We had a total of 31 manager positions opened out of 171 stores and I was about to lose another manager.

Actions

  • Exit interviews revealed most managers left for jobs better suited to their lifestyle, sometimes with nearby competitors
  • The diagnosis was a lack of flexibility in our workforce and the conclusion was to create flexibility to retain our pharmacists
  • An ADR( analyze, diagnose and remedy) was created and included what it cost to replace, train and included loss in market share
  • The current model was all Rph had to be salaried at 40 hours a week with benefits and PTO with no other options
  • A workforce model was designed that would increase flexibility, decrease cost, promote retention and increase market share
  • Data was shared with and tested in my market and resulted in a total shift in operation
  • Pharmacists could now choose salaried base hours, enabling three pharmacists per store instead of two, offering flexibility and more personal time
  • After a year of success, the VP of Workforce adopted the H2O model chain-wide for its flexibility, speed, and refreshing impact on the team

Results

  • Pharmacists can now be salaried at 48, 56, 64, 72 or 80 hours; it is their choice or the company’s choice. 
  • It has enhanced workforce diversity, pharmacist retention, productivity, and store standards
  • All 31 positions have been filled in 6 months
  • 70% of resigned pharmacists were rehired, contributing to year-over-year sales growth and over $40M in profit

Situation/Task

Think Big
  • Had underperforming vision centers due to the shortage of independent optometrists and an inability to recruit OD’s in the retail space
  • Faced with decreasing optical sales indexed 90% to plan
  • Loss in optical profit - 80% TP profit plan
  • Low associate morale- 55 AES

Actions

  • Faced as a region with 19 dark stores; the recruiting department was working hard to no avail, conducted investigation into technology to leverage for customers care and profit growth.
  • Research to assess partner companies and selected one based out of Ohio that provided remote eye exams. The selection process came down to willingness to credential and accept state optical insurance.
  • Worked with the innovative team to determine the cost/pricing model and set up a meeting to demo their service. After validating our requirement on the demo call, we presented our findings to the Snr VP, and the project was approved for piloting in 6 stores.
  • We worked hard through the installation, the training, the set up and then we launched. I developed the implementation plan, which detailed the installation plan, training plan, and launch plan.
  • Successfully negotiated for 6 days of OD coverage to really give our customers choice so they could have an eye exam on demand.
  • Collaborated with the marketing team to have a social media campaign to showcase this new venture. We had to be creative with our own marketing and designed posters, advertised on our website and had PA announcements to bring attention to the service.

Results

  • 6 dark stores now had a remote OD service 6 days a week
  • The stores went from an average of $300,000 annual income to $525,000 - 175% growth
  • Attracted several customers who were willing to just get the refraction only service, a high tech service that was half the price of an eye exam and also took half the time
  • Increased customer count, motivated the team to do something new and grew sales year over year

Adjoa’s strategic vision is evident in her consistent setting of clear goals and innovative strategies that propel market growth and drive team success in imz services.

"Adjoa, my market director, embodies several admirable qualities. First and foremost, she inspires leadership by example, creating a collaborative and high-performing work environment. Her people-centric approach is evident in her investment in team development and mentoring, empowering individuals to unlock their full potential and drive remarkable results. Adjoa’s resilience and adaptability are equally impressive. She navigates challenges with unwavering confidence and agility, ensuring the continued success of our pharmacy industry in a highly competitive landscape. Lastly, Adjoa’s strategic vision is evident in her consistent setting of clear goals and innovative strategies that propel market growth and drive team success in imz services."

-Shawn Tran

“Effectiveness: Adjoa consistently accomplishes tasks efficiently, motivating her team to achieve set objectives.

Collaboration: She fosters collaboration, values diversity, and encourages open communication within her team.

Influence: Leading by example, Adjoa motivates her team through her integrity and credibility. A true servant leader

Inclusion: Adjoa ensures an inclusive culture, promoting fairness, equality, and a sense of belonging among team members.

Adoption: Adjoa is open to new ideas and promotes a culture of learning and innovation, enabling quick and efficient adaptation.

Change Management: Adjoa excels at managing change, anticipating challenges, guiding her team through transitions, and providing necessary support.” 

-Derrick Helon
Director, Health and Wellness

“...Adjoa exemplifies professionalism through meticulous attention to detail, unwavering commitment to excellence, and her ability to maintain composure under pressure. She is always well-prepared and articulate, ensuring that all communications are delivered with clarity and precision.”

-Melissa Haines
Market Health & Wellness Director

Certifications

Media

Cornell University

Project Management Certification

- Cornell University

APhA Foundation

APhA Immunization Delivery Certification

- APhA Foundation

Contact

(215) 880-7449

Adjoaprempeh@gmail.com

@adjoamanupharmd

Let's grab a coffee and chat.