Austin Thompson Email & Phone Number

New York, New York, United States

• Proactively identify and resolve functional and technical issues during implementation resulting in reduced post go-live issues and increased client satisfaction.
• Maintain documentation of testing evidence and internal knowledge, facilitating smoother troubleshooting and future system enhancements.
• Lead project-specific validation activities, including study testing, system set-up, and system integration tasks, driving project efficiency and fostering effective cross-functional collaboration.
• Serve as the pre go-live primary point of escalation for system and support issues, identifying enhancement opportunities and additional training needs, resulting in increased client satisfaction and retention

Durham, NC

• Supported the implementation and ongoing management of Behavioral Health programs for large healthcare payer clients, owning and building client relationships.
• Worked cross-functionally to develop and implement SLA reporting for new and existing contracts, creating internal and external Looker dashboards.
• Analyzed client data to identify trends and operational inefficiencies, informing Customer Success strategy.
• Acted as internal and external project manager, ensuring successful tracking and delivery of client goals across key, clinical, operational, and service capabilities.
• Created and led Joint Operating Committee meeting presentations, reviewing SLA performance and progress toward client initiatives.

Durham, NC

• Worked cross-functionally, delivering professional services for enterprise SaaS clients.
• Led SMS campaign operations for 15+ Medicaid and commercial health plan clients on two platforms, mitigating risk and monitoring activity and performance.
• Forecasted resource needs for solution implementation and on-going service delivery.
• Partnered with Account Management and Solution Teams to align platform capabilities to client outcomes.
• Identified product dependencies to inform enhancements and issue resolution with Product & Engineering teams.
• Owned SLA reporting requirements; standardized data specs and processes to establish consistency, with focus on data discovery and trend analysis.

Durham, NC

• Managed delivery of SMS health programs to over 15 Medicaid payer clients.
• Identified and resolved inefficiencies in team operations to establish and define processes, expedite client implementations and drive client retention.
• Partnered with account, product, and engineering teams to align product capabilities with client business goals, identify workarounds and execute customizations.
• Supported clients in development, transfer, and processing of data files, communicating file specifications and SFTP configurations.

New York, NY

• Led operations, delivering professional services on the Wellpass messaging platform.
• Prioritized tasks, timelines, project plans, and workloads to communicate client success and risks to cross-functional teams and clients.
• Identified, analyzed, and improved processes, solutions, and culture.

New York, NY

• Managed online Help Center providing initial technical support and analysis for timely issue resolution, driving client satisfaction & retention.
• Gathered and analyzed user feedback to inform client-facing teams and drive product enhancements.
• Identified product bugs and triaged to product and development teams.

Wilmington, NC

• Led Quality Improvement initiatives for Wilmington Health’s Accountable Care Organization (ACO), analyzing claims and EHR data to close gaps-in-care, reduce hospital readmissions, and decrease cost-of-care for.
• Managed the Patient Care Coordination team and Chronic Care Management program focusing on post-discharge patients needing transitional care and additional clinical education, resulting in improved outcomes and.
• Monitored and Reported on Medicare Shared Savings Program (MSSP), Meaningful Use, and Blue Cross Blue Shield ACO quality metrics for 150+ providers.

Wilmington, NC

• Coordinated multiple investigator-initiated and Pharma sponsored trials (Type II Diabetes, COPD, Gout, Hyperlipidemia, Hypercholesterolemia) with Eli Lilly, GSK, BD, Pfizer, Forest, Sanofi Aventis, Synergy, Shionogi.
• Utilized Medidata CTMS, Impact, Inform, Clindex, Oracle and multiple other data entry and CTMS systems.
• Utilized Excel for data collection, organization, extraction, reporting, and tracking of project metrics.
• Assisted in the development and implementation of recruitment strategies to increase patient randomizations.

Wilmington, NC

• Cared for a teenager with Muscular Dystrophy and provided support for daily activities.
• Created long and short-term goals with client and guardians.
• Reported progress notes to guardians and Physical Therapists.