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About The Author

My Story

Dawnfelice Boscon has over 18 years of experience in the healthcare industry, with a focus on customer service, coaching, and continuous improvement. Dawnfelice began her career at technology giant Intel Corporation in the IT division as TAC Manager for a remote technical support team based in Folsom California supporting 10K employees at the Dupont, Washington and Hillsboro, Oregon sites before moving to Minnesota to work with the educational software company Indivisual Learning LLC.
 

Dawnfelice found her passion for home health care in 2005. She joined Allina’s DME division in 2018, quickly rising through the ranks, and by 2020 she was the Director of Operations for this large hospital-based home health care company in Minnesota. In this role, she was recognized with a Key Contributor Award in 2020 for successfully improving employee engagement to record levels. She was also responsible for driving the improvement of held and stopped revenue from over $4M to $700K in 13 months while reducing processing workforce by more than 40% through productivity tracking, process improvements and training.

 

Through the COVID19 pandemic, Dawnfelice’s signature quote of “Kindness is the best medicine” became reality as she instituted support initiatives like “Resiliency Tuesday” and “Daily Kind” communications to support both leadership and front-line staff.

In February 2021, Dawn joined Adapthealth as the Director of Customer Service through acquisition. Adapthealth is a leading provider of durable medical equipment providing medical equipment like home oxygen and respiratory equipment with the goal of keeping people healthy and in their homes. In this role, Dawnfelice is responsible for process development, quality assurance and productivity tracking for a multi-state region. She also oversees the development and implementation of a new customer service training program and development and implementation of a holistic productivity tracking system.

As a strong believer in the power of coaching and continuous improvement she believes that everyone has the potential to grow and develop, and she is passionate about helping others reach their full potential. As the owner of Hermitage Enterprises LLC, she provides professional leadership coaching and classes. Personally subscribing to the idea of Kaizen, and she is always looking for ways to make the customer experience even better. She has a proven track record of success in implementing continuous improvement initiatives. She has helped teams to identify and address areas for improvement, and she has helped teams to implement changes that have resulted in improved customer satisfaction.

Dawnfelice is a highly skilled and experienced customer service professional. She is also a strong leader and coach. She has a proven track record of success in coaching, helping many teams and employees to improve their skills and performance, communication, and collaboration.

In her personal life, Dawnfelice is the mother of six grown children. She lives in Charlotte, North Carolina with her husband Chris. She enjoys golfing, creating art and collecting mermaid tails. She is also an avid reader and loves to travel to exotic locations to swim in her mermaid tail collection.

Contact

I'm always looking for new and exciting opportunities. Let's connect.

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