Melody James Email & Phone Number

Outside Atlanta, Georgia

• Management of Strategic Accounts with an account management assigned book of business for 41 accounts including 13.2 million in revenue yearly in a fast paced ever changing healthcare IT environment. Responsible for the customer journey within the organization.• Coordination between multiple internal teams to ensure project management and customer support success within Salesforce, Smartsheet, and Oracle based products.• Cadence Calls weekly, bi-weekly, and monthly with customer via teams’ meetings with structured agendas. Executive Summary/QBR preparation/presentation via Microsoft Power point to client’s C-suite on a quarterly basis. • Emphasis on improvement with troubled accounts. Proven track record improving customer relationships and at-risk scores on several at risk accounts.• Escalation path for customers and mitigating issues/concerns as the face of the company. Eliminated customer barriers for success. With emphasis on empathy and demonstrating customer conflict resolution.• Working with cross functional teams including sales to ensure customer retention and increase in additional sales and 3rd party products and software.• Led process improvement initiatives for the CSM team.• Development of policy /procedures for CSM team.

Remote

• Managed accounts for over 50 Hospital/Enterprise accounts, which expand the organization's clients on a multi-national level with a book of business totaling over 21 million in revenue per year in Healthcare IT fast paced every changing environment.• Managed software implementation/upgrades for assigned customer book of business via project management. Primary contact for any customers issues/escalations included weekend call.• Senior Team member that provided all internal training via webinars and power point presentations on a weekly/daily basis to train other staff on team.• Monitor project progress, adjust as needed, include executive management, and present initiative-taking solutions and recommendations to remove roadblocks and ensure timely and on-budget project completion.• Financial analytics/QBRs performed with C-Suite to drive successful relationships and increase sales.• Support case oversight and management to ensure JIRAs, patient safety, and cases closed timely on a weekly basis. • Assisted with MSI push for customers and technical upgrade portions.• Technical, support, and customer training on the Tele visit Platform.• Certified ECW user.

Phoenix, Arizona, United States

• Created and implemented full white glove Customer Success program to a customer size base of over 1500 with a total annual revenue of 152 million.• Created user training onboarding process and workflow analysis, utilization of many cloud- based/cloud hosted Electronic Health Record systems, Salesforce, numerous third-party hosting applications.• Onsite workflow analysis and training with customer base. Implementing workflows to high level performance in the medical office setting.• Manage project roles, identify resource requirements, arrange training needs, define project deliverables, and provide customer satisfaction and reporting structures to ensure quality projects.• Executed a comprehensive engagement and communications strategy that proactively resulted in exceptional customer success.

Telecommuting

Provides excellent customer service on live technical and application support for a varitey of specialties for over 350 customers on Prime Suite- Greenway Health. Remote and onsite Trainings. Consutling onsite and remote to improve processes and workflows to improve efficiency.

Brooklet Georgia

• Supervise improvement activities by identifying and analyzing the effectiveness and efficiency of existing processes and developing strategies for improvement.• Oversaw appropriate resources assigned to complete project tasks according to plan; Travel weekly onsite with customers performing end-user training, onsite go-live support, post-go-live training, and project management of the entire implementation process from start to completion.• Ensured that Clinical Services functions aligned and met project management timelines and deliverables within Electronic Health Records, a cloud-based software. • Pioneer in customer success-based workflow analysis program for 3 years providing exceptional customer success in the form of workflow analysis, financial analysis, and expert level training.

Greenway Medical Technologies Prime Suite as an EHR softwareManaged Pediatric Practice of three (3) Physicians; supervised fifteen staff members – front desk & nursing staff. • Hired and trained all staff with implementation of all policies and procedures including HIPAA/OSHA with yearly updates while maintaining exemplary customer service, low wait times, and successful patient visit.• Developed and set forth guidelines/protocols for office.• Responsible for all accounting- accounts payable/accounts receivable, Budgets, Human Resources, inventory control, and payroll. Implemented monthly overhead projections staying within budget.• Managed all aspects of AR Management/ Billing/Collections including payment posting, insurance follow-up, Claims submission, Claims rejections via clearinghouse, and posting hospital / in office charges. • Implemented a total EMR system on Greenway Medical System and assisted moving data from prior Electronic Medical Records system.• Maintained insurance credentialing, licenses and CAQH

Hinesville Georgia

Managed Internal Medicine Practice .Supervised staff of six. Utilized Intergy Practice Management software.• Manage and complete charge/payment posting, coding, electronic billing, referrals, and computerized financial reports on a daily/ monthly basis. • Managed and corrected computerized payroll and human resources for all employees. • Provides liaison between hospital policies and procedures to staff and physician to maintain budgets and accounts payable for office and physician. • Attended management meetings and served on Practice Management board

Allendale South Carolina

Savannah, Georgia