Karl M. Email & Phone Number

Ocala, Fl, Us

Bethesda, Maryland, United States

In my current role, directly responsible for 25M book of business leading a national government team of Client Success Managers with a focus of mentoring Customer Success. This includes onboarding, adoption, and utilization of Get Well's SaaS based products for patient engagement.Provides leadership and vision for the government Client Success organization including customer and employee training, customer onboarding, customer adoption, service automation, customer support, account management, renewals and expansions, analytics, community self service support and customer retention.Leads a high performance team of customer success professionals, delivering best in class customer experience that delivers immediate ROI to national enterprise customers.Responsible for the design, development, and implementation of Get Well's support vision nationally, customer onboarding and adoption, account management, customer advocacy and retention programs.

Bethesda, Maryland, United States

Promoted to Client Service Director managing over 50 government healthcare facilities and 20 direct reports responsible for defining value on investment through the use of patient engagement solutions.Maintained 90% or greater renewal of $25 million book of business for over 5 years.Accountable for providing return on investment in clinical outcomes while improving Veteran satisfaction exceeding client expectations.Contributed to over $3 million of new revenue by providing value on investment strategies nurturing key client relationships.Directed development of a national community of practice forum for Veteran health care facilities to share best practices using patient engagement solutions.

Malcom Randall Va Medical Center, Gainesville, Florida

Managed SaaS patient engagement system as on on-site resource post implementation delivering outcomes while driving utilization through a defined value realization plan.Awarded "Patient Safety" award during national client conference for developing a process using technology that reduce patient falls by 30%.Provided recommendations and input to training and onboarding of new employees.Delivered ROI through sharing best practice recommendations in patient engagement strategies that deliver outcomes.

Tripler Army Medical Center, Hawaii

Served as Health Care Specialist/Non-Commissioned Officer responsible for administrative support of both field and garrison health care services/facilities.Continuously promoted throughout 21 year career culminating in selection as First Sergeant (Operations Manager) for the largest medical company in the US Army.Awarded Bronze Star Medal for his leadership while deployed in Operation Iraqi Freedom.Selected to serve as the Operations/Training manager over all other senior Master Sergeants in the command.Directed or conducted recruitment, hiring and training of personnel.Directed, supervised, and evaluated work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.Planed, implemented and administered programs and services in a health care or medical facility, including personnel administration, training, and coordination of medical, nursing, and physical plant staff.Developed and maintained computerized record management systems to store and process data such as personnel activities and information, and to produce reports.

Bs-Information Technology Management, Information Technology

Mha/Health Care Administration, Business Administration, Management And Operations