A start-up company implementing virtual care, remote physiological monitoring and chronic care management services. As director of customer success I supported the growth, development and roll out virtual care services for community-based patients, physician practice, skilled nursing facilities and assisted living communities. I was instrumental in the development of critical workflows to meet each customer’s unique business needs, development of onboarding and training teams to support successful adoption of technology. Supporting patient outreach efforts to educate, inform, consent and onboard patients into RPM, CCM and telehealth services. Account management support to reduce customer churn, strengthen business relationships to attain mutually beneficial outcomes. Training and mentoring staff for optimizing the customer experience, patient compliance, clinical outcomes, optimization of billable episodes. Supporting partnerships with referral sources, Physicians, Social Workers, Home Health Care Coordinators, Director of Nursing, and Care Coordinators. Patient reach out with virtual platform for delivery of care, education and monitoring monthly to maintain compliance with technology use for billing and outcome optimization.

A start-up company leveraging artificial intelligence technology enabled cameras for fall detection and prevention in long-term senior care communities. As Director of Clinical Success I provided leadership of Clinical Success Managers supporting of implementation and onboarding of pilot accounts with 100% conversion and strategies to decrease customer churn. Supported the adoption of AI technology fall detection cameras in memory care, to improve fall response time, detection and implementation of fall prevention interventions. Successfully guided onsite memory care staff integration of AI technology for fall prevention and implementation of clinical interventions. Established and supported customer success metrics related to resident outcomes, fall reduction, reducing severity of falls, decreasing ER visits, and supporting customer retention.

Proficient in project planning, outlining details, setting project milestones, and on-the-ground support for the successful startup of new business domestic and international. Critical analysis of health systems, hospitals, and physician healthcare operations, in foreign markets, synthesizing culture, regulatory, organization, reimbursement and people differences to effectively devise plans to improve performance, value based care, health system strategy and innovate practice. Conducted and supported multi-million dollar consulting projects within China, with aim to improve census, clinical care delivery, resident retention and revenue. Conceptualized and executed new-to-market virtual TeleWellness program for the India market, defining scope of service, establishing regulatory and compliance standards, and creating deliverables and user interface experience on website/microsite. Project managed subject matter experts for the development of education and training content for employees, professional conferences, B2C and B2B customers. Organized and directed over 180 hours of video for international e-learning product. Internationally coordinated, scheduled and implemented blended synchronous and asynchronous learning projects for Chinese learners. Responsible for all aspects of operational management of senior care and rehabilitation locations including but not limited to regulatory compliance, billing and reimbursement, clinical documentation, National and State Standards, budgets, risk management, employee retention, employee professional development, and quality assurance audits.

Responsible for the meticulous content review, accuracy and quality oversight of e-learning curriculum product for the client. Thorough detailed review of client story boards, PowerPoints, audio transcripts and written scripts for accuracy of language, medical terminology, context, formatting, and flow to meet clients learning objectives for the product. Utilization of course review software for quality content review following creative development of storyboards, with focus on alignment of visual and audio content, screen text, proper integration of images, visual graphics and accuracy of learning material before final product is provided to customer/client. Inter-department collaboration to anticipate and ensure accuracy of product changes across alpha, beta and gold level product reviews