Project Manager

• Feb 2022 - Present

〉Manage stakeholder communication, ensuring goal clarity and vision alignment to objectives 〉 Manage B2B digital portal solutions for specialty lab customer – from business case formation through live product support and optimization based on feedback from HDM client & end users 〉 Work cross-functionally with client IT and end users to identify customer pain-points and translate them into actionable product items for development 〉 Analyze business requirements, manage, and refine product backlog, prioritize items based on strategy 〉 Create clear and concise documentation, include reports and product requirement specifications, roadmaps, executive and client status reports 〉 Complete regression testing, escalated issues to developers, develop application release notes Show less

Customer Success Manager

• Jul 2020 - Feb 2022

Executive Director

• Nov 2019 - Jan 2021

Customer Success Manager

• Oct 2019 - Jul 2020

〉 Built deep relationships with clients to understand and improve their user experience of patient- facing engagement solutions〉 Collaborated with product marketing, customer support and product development for internal and external product roadmap initiatives〉 Identified and implemented client-focused solutions to enhance user adoption and training〉 Created and monitored metrics and developed data driven solutions to improve efficiency andperformance of digital patient experience〉 Negotiated complex vendor management contracts and service level agreements〉 Coordinated and managed Statements of Work and RFPs from initiation to completionpartnering with legal, compliance, technical and executive teams for various IT solutions Show less

Integration Analyst

• Dec 2012 - Nov 2019

〉 Researched, collected, and analyzed current service design and operational workflows to design future state workflow and integration solutions〉 Planned, built, and maintained API & HL7 interfaces (i.e., ADT, SIU, ORM) to and from various EMRs (Epic, ECW, Athena, Cerner, Meditech) for hospitals and health systems using Rhapsody IDE〉 Managed projects with multiple cross functional teams in end-to-end legacy system IT data migration and conversions〉 Analyzed healthcare workflows, performed gap analysis, developed options and alternatives to address gaps, and completed cost benefit analysis of alternate options.〉 Communicated with stakeholders, developers, system engineers, and testing teams ensuring the integration and workflow align with organizational goals and objectives〉 Designed test plans & use cases for functional, integration system, & user acceptance testing Show less

Client Support Analyst

• Oct 2007 - Dec 2012

〉 Front-line user experience troubleshooting, enhancement request prioritization〉 Provided problem solving expertise and solution consultation〉 Managed fast-paced work assisting high volume of internal and external users with multipledatabases/systems〉 Supported customers throughout incident response, analysis, management, and resolution

Business Analyst

• Aug 2006 - Sep 2007

Co-managed project for hospital and radiology center software migration to HMS/MEDHOST 〉 Analyzed current operational procedures and legacy system data to optimize workflow efficiency during migration within lab, radiology, patient admissions and scheduling Co-managed project for hospital and radiology center software migration to HMS/MEDHOST 〉 Analyzed current operational procedures and legacy system data to optimize workflow efficiency during migration within lab, radiology, patient admissions and scheduling

Business Analyst

• Mar 2003 - Jul 2007

〉 Implemented enterprise-wide hospital scheduling application across 8 hospitals from research and design through launch and maintenance, including system upgrades, testing an d data migration

Admissions Coordinator

• Oct 2001 - Mar 2003

Representative for patient upon patient admission, interpret and explain insurance information, financial data and assist in resolving billing and other issues

Customer Service

• 1999 - 2001

 Answered phones to respond to customer orders, general inquiries and issues  Processing of problem returns to resolve customer conflicts, often involved communication between Harold’s stores and provided on the job training to 10 new hire employees  Answered phones to respond to customer orders, general inquiries and issues  Processing of problem returns to resolve customer conflicts, often involved communication between Harold’s stores and provided on the job training to 10 new hire employees