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.• Interfaced with ETL and Dev/DevOps teams to lead file transfer, processing, and data migration/destruction projects.• Partnered with Account and Engagement teams to identify technical and functional requirements, design solutions, and QA products.

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 high-risk patient populations.• 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 financial incentives.• 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, Novartis, and Amgen, partnering with doctors, patients, and study staff to ensure accuracy and efficiency.• 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.