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Work Background
NantHealthDirector of Program Management
May. 2024• Led end-to-end project lifecycle for SaaS applications, achieving an 85% increase in project success rates by ensuring alignment with strategic business objectives and client needs.
• Collaborated with development teams to ensure alignment with project requirements and timelines, resulting in a 30% improvement in on-time delivery implementations.
• Conducted feasibility studies and risk assessments, informing project planning and decision-making, which enhanced project efficiency by 40%.
• Developed project documentation, including project plans, schedules, and status reports.
• Facilitated cross-functional coordination and communication to resolve project issues and dependencies.
• Ensured adherence to industry standards and best practices in software development.
NantHealthSenior Program Manager
Sep. 2022 - May. 2024Remote• Implemented enhanced product features for national Health Plans, increasing client ROI by 30% by aligning with state and federal PDLs.
• Led internal project to streamline reporting, improving efficiency by 75% and supporting strategic business objectives.
• Managed development and branding of clinical policies for HUM services, ensuring compliance with Medicare and Medicaid regulations.
• Maintained clear and consistent communication with stakeholders, providing regular updates and addressing concerns promptly.
• Applied Agile methodologies to improve project efficiency and responsiveness to changing requirements.
• Conducted project retrospectives and post-mortem analyses to identify lessons learned and implement best practices for future projects.
• Developed and maintained comprehensive project documentation, including project charters, schedules, risk registers, and status reports.
• Supported the development and enhancement of SaaS products by gathering customer feedback and translating it into actionable insights for the product team.
NantHealthSenior Customer Success Manager
Mar. 2020 - Oct. 2022• Managed process improvements and successful implementation of User Panel for oncology product reaching 750,000+ users nationwide.
• Increased CSAT scores by 22% and expanded provider portal to over 1300 members.
• Consistently achieved strategic targets and provided training and educational materials for customers.
NantHealthCustomer Success Manager
Jan. 2019 - Mar. 2020• Led business reviews for 17 clients to develop User Personas, identify challenges, and deliver solutions.
• Improved CSAT scores by 20% through effective processes and utilization of provider portal.
• Increased utilization of provider portal by 38% with a multi-year plan.
NantHealthClient Engagement Manager
Nov. 2016 - Jan. 2019• Cultivated and maintained relationships with two national health plan accounts, serving as liaison and advisor to support improvement opportunities.
• Increased online platform usage by 2 million transactions per year and managed a project valued at over $12 million.
• Completed tasks on schedule and with optimal results.
NantHealthUser Adoption and Engagement Manager
Jan. 2016 - Nov. 2016• Trained end-users onsite and remotely to ensure success with products.
• Encouraged client engagement to offer new solutions and ensure requirements were met.
• Surpassed deployment goals by 42% and saved clients $500,000+ per quarter through platform configurations.
NantHealthField Account Representative, NaviNet
Jan. 2002 - Jan. 2016United States• Trained health plan customers on solutions and promoted workflow integration.
• Deployed portal in over 250,000 provider offices, providing continual support.
• Enabled product enhancements and functionality improvements for NaviNet.
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