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Director of Customer Success in Healthcare or Health Information Technology
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Work Background
Ohio Shared Information SvcDirector of NextGen Support
Jun. 2023 - Aug. 2024Leadership and Team Development: Directed and mentored Training and Analyst Support Teams for EHR and Practice Management, fostering a collaborative and high-performance culture.
eLearning Implementation: Spearheaded the creation and deployment of eLearning modules using Articulate software and the Digital Chalk platform, enhancing training efficiency and accessibility. Implemented OSIS University, an eLearning platform, ensuring comprehensive training resources for clients and internal teams.
Client Support Innovation: Successfully launched a live chat feature for real-time client support, improving response times and client satisfaction.
Performance Metrics: Maintained and analyzed productivity metrics, ensuring that all team members met or exceeded performance standards.
Strategic Partnerships: Collaborated with NextGen to implement solutions for new clients, with a focus on FQHCs, Rural Health Clinics, and Tribal Health organizations.
Regulatory Compliance: Stayed apprised of changing regulatory requirements and ensured compliance in all implementations and operations.
Ohio Shared Information SvcDirector of NextGen EHR
Sep. 2021 - Jun. 2023• Manage, lead and mentor NextGen EHR Manager, NextGen Trainers and NextGen Analysts
• Collaborate with leadership team on strategic initiatives
• Build and maintain client and internal relationships to drive mutually beneficial solutions and drive positive client experiences
• Act as NextGen EHR Subject Matter Expert/consultant and OSIS client liaison
• Conduct onsite and/or remote NextGen training
• Responsible for follow-up on assigned client projects
• NextGen EHR Subject Matter Expert; acts as subject matter expert to clients and other internal teams
• Participate in Client on-boarding meetings, workflow analysis, project conference calls
• Evaluate feasibility of client requests
• Leads/participates in client builds/configuration
• Assists in educating internal and external teams of NextGen functionality and feasibility
• Lead/conduct/participate on regular client calls for post go live clients to ensure client compliance with new technologies, regulation and policies
Ohio Shared Information SvcNextGen EHR Manager
Mar. 2017 - Aug. 2021• Manage, lead and mentor NextGen EHR Specialists, NextGen Trainers and NextGen Analysts
• Collaborate with leadership team on strategic initiatives
• Build and maintain client and internal relationships to drive mutually beneficial solutions and drive positive client experiences
• Act as NextGen EHR Subject Matter Expert/consultant and OSIS client liaison
• Conduct onsite and/or remote NextGen training
• Responsible for follow-up on assigned client projects
• NextGen EHR Subject Matter Expert; acts as subject matter expert to clients and other internal teams
• Participate in Client on-boarding meetings, workflow analysis, project conference calls
• Evaluate feasibility of client requests
• Leads/participates in client builds/configuration
• Assists in educating internal and external teams of NextGen functionality and feasibility
• Lead/conduct/participate on regular client calls for post go live clients to ensure client compliance with new technologies, regulation and policies
Ohio Shared Information Svc - OSISNextGen EHR Specialist
Mar. 2016 - Mar. 2017NextGen Certified Profession - EHR and EPM • Build and maintain client and internal relationships to drive mutually beneficial solutions and drive positive client experiences
• Act as NextGen EHR Subject Matter Expert/consultant and OSIS client liaison
• Conduct onsite and/or remote NextGen training
• Responsible for follow-up on assigned client projects
• NextGen EHR Subject Matter Expert; acts as subject matter expert to clients and other internal teams • Participate in Client on-boarding meetings, workflow analysis, project conference calls
• Evaluate feasibility of client requests
• Leads/participates in client builds/configuration • Assists in educating internal and external teams of NextGen functionality and feasibility • Lead/conduct/participate on regular client calls for post go live clients to ensure client compliance with new technologies, regulation and policies
Community Medical Centers, Inc.Project Manager - Health Information Technology
Apr. 2013 - Mar. 2016San Joaquin, Solano and Yolo Counties - Northern CaliforniaCertified NextGen Professional - EPM, EHR, EAS
Hill Physicians Medical GroupPractice Support Advisor
Jul. 2012 - Apr. 2013Stockton, California Area
Planned Parenthood Mar MonteArea Service Director
Mar. 2009 - Jul. 2012Northern California
Planned Parenthood Mar MonteHealth Center Manager
Jun. 2003 - Mar. 2009Manteca, California; Modesto, California; Stockton, CA
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