Jackie Connolly Email & Phone Number

Albany, New York Area

•Responsible for managing each client's successful use of Experian Healthcare products and services. •Work closely with all Experian departments to ensure the highest level of client satisfaction and product success.

Planned and delivered internal training for flagship product and produced client deliverables during fast-paced beta testing, quality control release, product launch and general release phases (Formerly Emdeon Business Services, WebMD Practice Services and Medical Manager Health Systems)•Collaborated across functional teams to analyze education issues and develop sound solutions resulting in fewer client support calls•Designed, developed, authored and produced multi-lesson web-based, self-paced course using Camtasia Studio resulting in reduced NPI (National Provider ID) billing related support calls•Revised documentation and integrated new Community Health Center module functionality resulting in an improved, user friendly training and implementation model

Managed team responsible for the design, development and delivery of internal training and client deliverables for all product releases and upgrades related to The Intergy Practice Management Software•Partnered with developers and subject matter experts during aggressive product release cycles to expedite hands on knowledge transfer and web-based product rollout training resulting in employee readiness prior to product release dates•Streamlined training plans to include self-paced web-based courses and less onsite training resulting in significantly reduced travel expenses and new cost effective product offering•Authored RFP (Request for Proposal) for an LMS (Learning Management System) and participated in selection process as a member of the selection team

Wine education and marketing.

Designed curriculum and training methodology for newly acquired medical software application•Mentored new employees to adopt processes and procedures based on standard product rollout milestones improving their ability to work within established corporate culture•Assisted with converting onsite training to a blended model resulting in reduced travel expenses

Managed remote team of seven responsible for shifting training from onsite to interactive web-based learning•Reduced travel costs and increased productivity significantly across all departments •Worked with field trainers to develop a blended training model for clients combining group web-based sessions with minimal onsite training to improve and accelerate implementations• Nominated by peers and clients for 2003 and 2004 President’s Club.

Developed curriculum and delivered internal training for both soft skills and medical software training•Designed, developed and delivered “Managing the Waves of Change” and “Sharpening your Trainer’s Tool Kit” at the National Trainer’s Conference in 2001 •Led team responsible for educating the national sales, training and support teams for the product launch of new flagship medical software package called Intergy

Managed implementations, conducted training and developed customized project plans incorporating facility’s policies, procedures and workflows for large Federally Qualified Health Centers •Performed training with both internal and external clients. •Worked with clients to develop policies and procedures applicable to the implementation of their new software. •Wrote specifications for conversions from legacy software to Medical Manager Software. •Required knowledge of Federally Qualified Health Center billing and reporting requirements as well as Medicaid clinic billing requirements in many states.

Managed national cross-functional team responsible for project management, training and implementation for large practices using The Medical Manager Software including Federally Qualified Health Centers, mental health organizations and university health centers•Managed department budget of approximately $1,000,000•Recruited, hired, mentored, scheduled and managed team of twenty employees•Trained new team members while at client sites resulting in ability to quickly analyze, evaluate and adjust policies, procedures and processes to accommodate both staff and clients•Nominated by peers for Employee Excellence Award Q3 and Q4 1999.

Hired, trained and managed five new trainers as well as two existing team members. •Observed and evaluated team’s technical and training skills as well as development of internal policies, processes and procedures. •Partnered with sales, operations, field engineering and support managers to develop measures to ensure client satisfaction through successful implementations and on going support. •Team implemented over 200 new systems and several hundred upgrades during this time. •Improved operational efficiencies by conducting group upgrade sessions in classroom environment instead of individual onsite visits.

Responsible for both new implementation and upgrade training for clients using The Medical Manager software throughout New York, Connecticut and Massachusetts. •Included development of educational tools, formatting insurance claim forms based on client specifications, testing and successful transmission of electronic claims to various payers, onsite training and classroom instruction. •Consistently managed three to four clients at a time in different phases of their implementation cycle. •Implemented more than 75 new systems and over 100 upgrades during this time.

Served as liaison between producers and clients. •Processed new policies and client support•Obtained NYS Commercial Insurance License

Developed process and procedures for lead generation for team of ten producers. •Responsibilities included writing job description, cold calling, use of lead generation software and documenting procedures and outcomes. •Compensation included commission for leads converted to insurance policies.

Managed sales and customer support for 50 large supermarkets throughout New England including Hannaford, Big Y and Pathmark. Included seasonal sales visits to corporate headquarters.

Managed sales and support for 200 accounts throughout upstate New York including independent pharmacies and large chains. Required daily travel with visits to at least five clients per day and minimum of four visits per client per year. Included cold calls to generate new business.

Master Of Science In Education, Elementary Education

Graduated with honors. Worked full time.

Bachelor Of Science, Marketing And Management

Activities and Societies: Big Brothers/Big Sisters, Campus MinistryGraduated with honors. Concentration in Psychology.

Education record