Experience

Guideway Care

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Sr. Director, Care Guidance

  • Jan 2023 - Present

  Birmingham, Alabama, United States Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of Guideway value proposition. Maximize customer satisfaction, retention and growth of existing accounts. Building processes, shaping the structure and engagement points of the customer success organization in various stages of the customer journey. Develop strategic plans with and for clients that drive utilization and engagement to meet KPI's and ROI. Collaborate with client… Show more Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of Guideway value proposition. Maximize customer satisfaction, retention and growth of existing accounts. Building processes, shaping the structure and engagement points of the customer success organization in various stages of the customer journey. Develop strategic plans with and for clients that drive utilization and engagement to meet KPI's and ROI. Collaborate with client stakeholder and develop relationships to meet mutually agreed upon goals and exceed outcomes. Show less



Medallia

• United States
• Software Development
• 700 & Above Employee

• Program Manager

  • Mar 2021 - Jan 2023

  Birmingham, Alabama, United States Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints; design, develop, plan and execute strategic program roadmaps for clients that are rooted in a deep understanding of a customer's business goals. Consult with customers on best practices in customer experience management; develop and manage project plans while driving the internal coordination and execution of tasks across teams. Manage program profitability through aligning activities to… Show more Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints; design, develop, plan and execute strategic program roadmaps for clients that are rooted in a deep understanding of a customer's business goals. Consult with customers on best practices in customer experience management; develop and manage project plans while driving the internal coordination and execution of tasks across teams. Manage program profitability through aligning activities to strategic account goals and drive program renewals and expansions. Show less



Cognosante

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• HIE Project Manager

  • Jul 2018 - Feb 2021

  Birmingham, Alabama Area Work on the planning, implementation, and execution of Health Information Exchange (HIE) solutions for Cognosante clients. I plan, monitor, communicate and measure the status of HIE projects according to the PMBOK best practices. I serve as a liaison between the client, Cognosante, subcontractors, and other stakeholders. Manage client relationships and expectations. Develop client deliverables in accordance with project requirements and company documentation standards. Provide… Show more Work on the planning, implementation, and execution of Health Information Exchange (HIE) solutions for Cognosante clients. I plan, monitor, communicate and measure the status of HIE projects according to the PMBOK best practices. I serve as a liaison between the client, Cognosante, subcontractors, and other stakeholders. Manage client relationships and expectations. Develop client deliverables in accordance with project requirements and company documentation standards. Provide recommendations on critical business and project decisions. I also ensure that the project is in continuous compliance with the contract and with Cognosante performance requirements. Show less



StormBourne, LLC

• United States
• Media Production

• Project Director

  • 2018 - Jan 2021

  Birmingham, Alabama Area Created Healthcare IT Blog with focus on providing direction to providers and provider offices Implementation, Software Optimization, Training, Billing, and Workflow enhancement. Work with clients to streamline workflows and identify inefficiencies. • Created WordPress website, www.Healthg8.com, providing tips for practices to increase revenue by educating front desk and clinical staff and streamlining workflow. • Conduct Quality Assurance (QA) and Project Management for new software… Show more Created Healthcare IT Blog with focus on providing direction to providers and provider offices Implementation, Software Optimization, Training, Billing, and Workflow enhancement. Work with clients to streamline workflows and identify inefficiencies. • Created WordPress website, www.Healthg8.com, providing tips for practices to increase revenue by educating front desk and clinical staff and streamlining workflow. • Conduct Quality Assurance (QA) and Project Management for new software development clients, by creating Statements of Work (SOW), Regression Testing, and Workflow Documentation. • Identify need for software Enhancement Requests and Training, while working with client and development via sprint cycles. Show less



Greenway Health

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Revenue Services Program Manager/Training Manager, Medical Billing -Talent Development

  • Dec 2014 - Apr 2018

  Birmingham, Alabama Area Create and maintains curriculum for new hire onboarding, recurrent team training and BPO training plans. I work closely with other Greenway departments as needed for curriculum and training delivery. Spearhead the ICD-10 RCM staff readiness training and assessment curriculum. Managed the Industry Consulting department which was responsible for identifying and educating on reimbursement trends for both customers and internal staff. Manage the Revenue Services Training Department which is… Show more Create and maintains curriculum for new hire onboarding, recurrent team training and BPO training plans. I work closely with other Greenway departments as needed for curriculum and training delivery. Spearhead the ICD-10 RCM staff readiness training and assessment curriculum. Managed the Industry Consulting department which was responsible for identifying and educating on reimbursement trends for both customers and internal staff. Manage the Revenue Services Training Department which is responsible for training all new hires to the department, cross training existing staff on the various product offerings, conduct internal and partner follow-up audits and create training content. Focus on reducing claim touches and responsible for measurable and effective new hire ramp time. Manages Confluence and all other shared systems used by the BPO teams. Designs, implements and maintains best practice policies and procedures as they relate to interaction across all RCM teams and vendors. Identify opportunities for quality improvement initiatives and methods to automate processes. Produce executive reports as needed. During my tenure in Revenue Services, I have conducted several client facing webinars including: " Greenway Revenue Services ICD-10 Trends", November 2015 "Optimizing your Revenue Stream: Collecting Private Payments", February 2016 "The Essentials of a Successful Practice", March 2016 Show less



SuccessEHS

• United States
• Software Development
• 1 - 100 Employee

• Consulting Services Manager

  • Dec 2012 - Dec 2014

  Birmingham, Alabama Area Manage a team responsible for consulting on practice and clinical workflow optimization, A/R reduction and cross training. This also includes government and regulatory initiatives such as Meaningful Use (MU), Physician Quality Reporting Systems (PQRS), Patient Centered Medical Home (PCMH), and Medicare's Annual Wellness Visit program. I am also responsible for tracking revenue goals, researching and implementing new consulting service offerings, and working cross departmentally for workflow… Show more Manage a team responsible for consulting on practice and clinical workflow optimization, A/R reduction and cross training. This also includes government and regulatory initiatives such as Meaningful Use (MU), Physician Quality Reporting Systems (PQRS), Patient Centered Medical Home (PCMH), and Medicare's Annual Wellness Visit program. I am also responsible for tracking revenue goals, researching and implementing new consulting service offerings, and working cross departmentally for workflow improvement and cross training. We provide live support when clients are striving to achieve these initiatives.

• Consultant

  • Feb 2012 - Dec 2012

  Birmingham, Alabama Area Represented consulting department in a pre-customer conference seminar on PCMH during the annual customer conference. Provided post –implementation services to consulting services to clients including: Gap Analysis, Workflow training, and new government initiatives implementation. Participated in the creation and implementation of consulting packages such as Patient Centered Medical Home (PCMH), Meaningful Use (MU), and MC Annual Wellness Visit (MC AWV). A founder and administrator of… Show more Represented consulting department in a pre-customer conference seminar on PCMH during the annual customer conference. Provided post –implementation services to consulting services to clients including: Gap Analysis, Workflow training, and new government initiatives implementation. Participated in the creation and implementation of consulting packages such as Patient Centered Medical Home (PCMH), Meaningful Use (MU), and MC Annual Wellness Visit (MC AWV). A founder and administrator of the PCMH Listserve that serves SuccessEHS clients in the pursuit of recognition.

• Sr. Project Manager/Solution Architect

  • May 2006 - Jan 2012

  Birmingham, Alabama Area Implementation Project Manager of physican practice medical software implementations. Majority of clients include FQHC's, CHC's, and RHC's. Managed project from the time of contract signing to post go live. Worked with key stakeholders in managing timelines, implementation hours, and travel expenses. Coordinated various departments, including training, conversions, and EDI enrollment to coincide with the appropriate go live date on the software.



Cerner Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Domain Leader

  • Jan 2002 - Mar 2006

  Birmingham, Alabama Area Managed client implementations, including hardware and software installations, conversions, and training. This also included - tracking and ensuring the proper enrollment for EDI services for claims, statements, and remittances. I've acted as a mentor for new Solution Delivery Consultants on procedures, client communications and objectives for new client installations as well as served as the escalation path for client issues. I distributed and administered all new sales projects, updated… Show more Managed client implementations, including hardware and software installations, conversions, and training. This also included - tracking and ensuring the proper enrollment for EDI services for claims, statements, and remittances. I've acted as a mentor for new Solution Delivery Consultants on procedures, client communications and objectives for new client installations as well as served as the escalation path for client issues. I distributed and administered all new sales projects, updated management and documented clients' status. Show less



SuccessEHS

• United States
• Software Development
• 1 - 100 Employee

• Implementation Consultant

  • Nov 1999 - Oct 2001

  Birmingham, Alabama Area Consulted with Administrators and Software Liaisons on the building of system administration tables. Re-engineered client's business processes while reselling software expectations. Worked with conversion team, product development, QA and EDI departments for efficient implementations. Provided system liaison training while organizing end user training in conjunction with the training department.



Superior Consultant Company

• Management Consultant

  • Aug 1998 - Sep 1999

  Southfield, Michigan Assisted in the development of a Central Billing Office (CBO) for large MSO while implementing the +Medic PPM system for 25+ physician offices of varying specialties. Coordinated software, hardware, cabling, and wiring needs for PPM software implementations. Assisted in the development of CBO Polices & Procedures; established new EDI processes.



NicholsTXEN

• Implementation Coordinator

  • Nov 1997 - Jul 1998

  Birmingham, Alabama Area Worked the Utilization Management software (FirstSTEPP). Worked with clients to prepare an implementation timeline. Coordinated all hardware and software requirements necessary for installation. Maintained constant client contact during the system set-up to specifically meet their business needs.



MedPartners

• Training Consultant/Client Services Representative

  • Jul 1995 - Oct 1997

  Birmingham, Alabama Area Provided initial and ongoing training on front-end and back office to practices on +Medic PM software. Interacted with the conversion team to ensure accuracy of data conversion to +Medic from third party software vendors. Participated in “go-live” process at clinic as indicated by the implementation timeline. Provided ongoing applications support to practices on +Medic via the help desk. Conducted pre-collection and collection procedures such as examining remittances for adjustments… Show more Provided initial and ongoing training on front-end and back office to practices on +Medic PM software. Interacted with the conversion team to ensure accuracy of data conversion to +Medic from third party software vendors. Participated in “go-live” process at clinic as indicated by the implementation timeline. Provided ongoing applications support to practices on +Medic via the help desk. Conducted pre-collection and collection procedures such as examining remittances for adjustments, processing insurance, and contacting patients regarding delinquent accounts following the Fair Debt Collections Practices Act. Followed up with insurance companies on the status of paid and pending claims Show less