Ann Rosenthal Quinlan Email and Phone Number

PE-backed healthcare SaaS company using AI and automation to provide a robust patient assistance platform and BPO Services. With revenues of 16M and 110 employees, Atlas Health serves hospital systems and physician groups across the U.S.* Drive a high-performing, diverse group of professionals responsible for delivering exceptional services and consultative services for a broad spectrum of health partners, from large academic medical centers to regional hospital systems.* Serve as key member of the Executive Leadership Team, influencing the overall company strategy while maintaining accountability for goals and deliverables across the customer life cycle.* Responsile for the output of the Client Success, Implementation, Patient Advocacy and User Support functions.* Restructured Client Success Team, resulting in exceeding 2024 same-store revenue goal of 750K by July 2024, 38% increase in referral clients and 25% improvement in client stability.* Created User Support function, and re-engineered cross-functional infrastructure, playbooks and training in anticipation of exponential growth.* Implementated and integrated multiple tools for client and delivery management, including CRM tool (Hubspot), Customer Intake Ticketing and KPI's (Zendesk), and Enterprise Project Management (Monday.com).

Caremetx is a PE-backed, digital-first, Hub patient services provider servicing the pharmaceutical industry to bring the best experiences to patients and providers. With revenues of more than $100M and 500 employees, CareMetx serves 80+ pharmaceutical and biotechnology manufacturer brands.* Developed and implemented Customer Success Team, responsible for revenue growth and retention of client roster, as well as the implementation of Hub Services and Patient Services programs for pharmaceutical and other life sciences industry clients.* Consistently exceeded Customer Success upsell targets, generating 50% of FY 2023 and 2024 revenue.* Serves as key escalation point for all C-Suite client contacts, driving contract renewal negotiations and upsells.* Leveraged technology tools such as CRM (Hubspot), Customer Intake Ticketing (ServiceNow), and Contract Management (Evisort).

Leads global operations and engineering teams responsible for professional services, implementation, configuration, and ongoing technical support of Vineti's industry-leading supply chain platform for personalized medicine.* Scaled Client Success Team to implement backlog of 15 clients onto first Cloud-based software solution for cell and gene therapy, from contract execution through scoping, configuration, validation, deployment an ongoing service.* Represented Vineti implementation and operational capabilities at finalist presentations, crafted RFP responses.* Developed and deployed all department infrastructure, processes and procedures, including client management, scoping, implementation and invoicing methods.* Served as key escalation point for all C Suite client contacts, driving contract renewal negotiations and collaboration with Product and engineering teams to facilitate the discovery, development and deployment across the entire Customer Life Cycle. * Leveraged technology tools such as CRM (SalesForce), and Customer Intake Ticketing (ServiceNOW).

Promoted to Vice President in July 2019; Scaling global team of Customer Success Managers responsible for complex highly matrixed software implementations, account management, renewal, upsell and NPS.

Leads team of Customer Success Managers who can both roll up their sleeves to lead implementation projects at our customers, but also think strategically about improving processes and best practices for customer implementations. Expert project manager who thrives on complex challenges and has the ability to turn concepts into tangible action items. Possess highly developed interpersonal skills and able to make difficult recommendations and decisions when required.* Resource and escalation point for Customer Success Managers in managing Customer’s Senior Leadership, Business Owners, and Project Management *Supports growth and professional development of Customer Success Managers by establishing strong team culture of continuous quality improvement and 360 degree feedback.*Internally collaborates with Vineti’s Product, Design and Engineering teams to facilitate the discovery, development and deployment phases of the Customer Implementation Process. *Works closely with Vineti’s Quality team and Technical Writers to facilitate validation, security and specifications documentation.*Scales the Customer Success Manager Team to meet the needs of Vineti's rapidly expanding customer base. *Creates and deploys structure and process to support client, project and contract management*Manages projects' scope and schedule to ensure project deliverables, milestones, and required tasks are completed as planned*Constantly evaluates workflow impacts on patients / end-users and translates insights to Vineti Product & Design teams*Provides regular client status updates for Vineti and Customer Senior Leadership*Facilitates complex requirement gathering, building, testing and deployment phases with internal Vineti Stakeholders (Product, Design, Engineering and QA).*Assists in responding to customer RFPs

Promoted to Executive Vice President in 2014.

Lead staff of 200+ team members engaged in member services, claims, provider relations, plan operations, quality assurance, credentialing, financial services, IT and IS functions for the ancillary benefits company serving 915K+ members and achieving $85MM in annual revenue. Broad base of products administered including Government sponsored Medicare, Chip, Stand-alone Individual, and ACA (“Obama Care”) plans. *Achieved complete enterprise-wide systems upgrade from a 1996 Informix/PowerBuilder environment to 2016 .NET/SQL. The scope of work included the entire company operating platform, web portals and supporting applications. The project was completed within 10% of total budget. *Directed an implementation team in attaining a $27MM acquisition over the course of 14 weeks. *Successfully improved operational efficiencies including 95% first call resolution rate, implementing an online knowledge base all service staff, decreasing average days to pay from 7.2 to 3.92 despite a 25% increase in claims volume and decrease in headcount, implementing claims audit processes and accuracy tracking, and improving a new group/plan set up time from 6 days to 2.*Installed 400+ Healthcare Reform compliant plans, developed medical/dental accumulator sharing processes, and established an online and phone-based individual premium payment system.*Implemented multiple new systems and upgrades, including Salesforce.com, cloud-based IVR system, network comparison tool, automated eligibility management system, conversion of reports from Business Objects to .NET environment.*Drove efforts in the company being named one of the Best Places to Work in Virginia during 2014.*Selected for BlueCross Blue Shield Association 2016 Leadership Development Program at Kellogg School of Management, Northwestern University.*Selected for Capital BlueCross Breakthrough Leadership Program 2015

Directed Life, Health, Medicare Supplement, Disability and Long-Term Care business and individual clients with annual premiums in excess of $3MM. Delivered expertise in sales methods and strategies covering a wide range of health and ancillary products. Achieved an impressive revenue growth of 60% with an average annual growth rate of 10% and a 99% group retention.

Team Lead for overall case implementation and ongoing delivery of benefits and services to most the complex, profitable and strategic clients, providing superior service internally and externally. Book of business includes public sector accounts (Medicaid and Medicare), as well as multi-site national accounts.*Provided effective consultation to clients, benefit consultation for plan revisions, product development and operational process changes. Validate and maintain integrity of benefit plan systems and eligibility feeds.*Managed complex, cross-functional national team to ensure operational performance.*Served in leadership role, providing subject matter expertise and providing guidance and direction to entire Client Operations staff.

Ensured profitability and operational efficiency of Southeast Region, with total annual premium revenue of more than $30 million, and 1,200,000 enrolled members. *Responsible for satisfaction, retention and renewal, overall case implementation of book of business in Southeast Region, including public sector business (Medicaid, Medicare and Chip), as well as complex, multi-site national accounts. *Ensured that network of more than 3,500 providers meets client access and cost needs while maintaining profitable outcome for region. *Directed operational activities for all clients, plans, networks in assigned region so that member services staff is appropriately trained, claims are processed correctly, fee schedules are implemented, eligibility processed and ID cards generated.*Consulted and prepared detailed RFP responses relating to operational and network activities in assigned region. Act as operational lead on new account implementations, finalist presentations, renewal presentations

Responsible for achieving profitable membership growth within assigned sales region, which included National Accounts Sales Team, as well as CIGNA regional sales offices throughout NYC, New Jersey and Connecticut. *Accountable for account persistency and same-store membership growth*Key member of cross functional team preparing and delivering finalist presentations to potential Fortune 100 and 500 Clients in assigned region, and upon sale following through to successful implementation*Ensured effective billing/eligibility operations for assigned book of business, and for maintaining established goals for receivables management and collection activity.

Increasingly responsible positions at dental and ancillary benefit health plan.