Nancy Cunningham Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, Us

Implementation, Customer Support and Account Management Leader

Remote First, Us

Instilling a Customer-Enablement philosophy across my teams to ensure our customers are successful. Whether it is through proactive Customer Care programs or Account Management teams that focus on operational partnerships or Support teams that understand at the other end of that 'call' there is a patient that needs treatment or establishing an Upgrades Center of Excellence that helps keep our customers current on their solutions. My focus is simple - partnering with our customers to help them focus on the most important thing - giving their patient's the best care possible.

Mortsel, Be

Atlanta, Georgia, Us

Marietta, Georgia, Us

Acts as the driving force for implementing the strategic vision of the Board of Directors and CEO. Key areas of responsibility include budget development and overall P&L management, defining long-term and short term operations plans, including marketing, sales and human capital. Directly oversees Human Resources, Finance, Information Technology and Customer Experience Departments. Demonstrated ability to work under pressure and deliver good results. Key executive driving the first year transition of operational competencies post venture capital acquisition, growing the customer-base by 20% and stabilizing internal infrastructure issues, while expanding service area into 3 additional states. Developed KPI’s, implemented an electronic practice management system and spearheaded the adoption of electronic nursing Care Plans as part of several margin expansion initiatives.

Responsible for managing all operational aspects of this startup population health company including day to day operations, contract development, contract negotiations, and all customer-facing activities. Direct oversight into product solutions roadmap and direct management of the customer support and health coaching teams. Established requirements for 5 key strategic modules including the Health Risk Assessment (HRA) rewrite, Incentive Management, Administration Portal, multi-language support and First Five Weight Loss program. Assists the CEO in the aggressive and successful growth of the company. Grew customer base 64% in less than 24 months. Contracted lives increased 1100% and decreased days to live 8%. Demonstrates successful execution of business strategies for company products and services.

Irving, Texas, Us

Responsible for all aspects of Customer Operations including Professional Services, Support, Remote Hosting and large P&L management. Managed a workforce of 170+ and $80M in revenues. Launched a staff augmentation service line and grew revenues to $20M in 3 years. Expertise lies in building strong customer service organizations through setting a vision, developing methodology and streamlining processes to improve the customer experience.

Irving, Texas, Us

Supported the day to day activities of the Group President of MPT, including budget preparation, staffing analysis, management incentive plans and operational analysis.

Irving, Texas, Us

Responsible for ensuring quality customer support for over 400 customers using McKesson software products. Emphasis on developing programs to increase employee and customer accountability. Successfully merged the Customer Advocacy program with Customer Support to create a world-class support organization that focuses on proactive customer management. * Achieved customer satisfaction at 90+% Top Box scores for both service engagements and support incident satisfaction ratings* Achieved SCP certification for 3 years.

Irving, Texas, Us

Managed three programs designed to improve employee satisfaction, customer satisfaction, accountability, and the financial performance of the business unit through the certification of employees and customers by evaluating their product knowledge and their adoption of best practices. * Awarded McKesson Pinnacle Award which recognizes the best process improvement annually

Irving, Texas, Us

Ensure the timely development of software requirements to support the delivery of products and services to the healthcare industry. Identify, define and recommend developmental and enhancement priorities for relevant McKesson products and services, and assist with the management of new products through the beta test phase. Work with beta sites to ensure the product fully complies with the design document and satisfies customer expectations.

Irving, Texas, Us

Irving, Texas, Us

Irving, Texas, Us

Corpus Christi, Texas, Us

Assisted with the implementation of the medical records imaging system. Duties included:• Organized special projects to promote usage and awareness of the system• Spearheaded the forms redesign, bar-coding, and maintained the forms inventory• Implemented system upgrades and enhancements, and application revisions• Prepared training scripts, users manuals, and help guides

HORIZON SPECIALTY HOSPITAL - PROVIDED all aspects of medical record services including coding, chart assembly, deficiency analysis, and MPI maintenance. Performed monthly Utilization Review Audits, Medical Staff CQI audits, and HIM audits for the hospital administrator. JENNINGS AND COMPANY - Provided ICD-9-CM diagnostic coding services. UNITED STATES NAVAL BASE - CONTRACTED for 100 hours of coding services to reduce their coding backlog in preparation for a JCAHO survey.

Hayward, Wi, Us

Directly supervised 12 employees. Eliminated a three-month new discharge analysis backlog and a 5000 chart reanalysis backlog by standardizing the deficiency analysis process. Developed and implemented productivity standards, cross-trained unit employees, and organized CQI teams. Responsibilities included:• Discharge record processing• Assembly, analysis and chart reanalysis• Physician completion area

Bs, Medical Records

Associate Of Science (A.S.)