Phil Hetrick Email & Phone Number

▪ Created a team of 5 Relationship Managers and 2 Revenue Cycle Healthcare Consultants to serve as customer liaisons, thereby improving retention by having regular purpose-driven check-in sessions with clients.▪ Led and empowered a team of 9 Project Managers within the Implementations division. Created and drove a strategic initiative to increase speed of implementation and reduce time to revenue by prioritizing automation and standardization upon assuming leadership.▪ Spearheaded the data integrity efforts and performed gap analyses to review outputs from the RMS system against production outputs from the OrboGraph system to avoid impacting client outcomes during a changeover.

▪ Defined product strategy and created roadmaps for the user portal and all connection points of the healthcare line of business, working with stakeholders and understanding the market to build functionality that created additional value to clients and improved user experiences. This product line increased both top and bottom lines by over 25% annually which led to the company’s acquisition.▪ Listened to and collaborated with client stakeholders and analyzed user behavior with a focus on improving the product experience (workflows, UX, etc.) across the entire user base using Agile methodologies. ▪ Effectively orchestrated the end-to-end product development lifecycle, delivering significant workflow enhancements to the user portal. Examples include multiple client-driven customization tools for better managing outputs, an automated onboarding solution that optimized internal and external resource allocation for new clients, and the development of actionable business intelligence reports utilizing all healthcare claims and remittance data within the system.▪ Balanced requests from all stakeholders both internal and external to plan each sprint, manage user story backlogs, and provide a team of 7 Israeli developers with clear priorities while acting as the voice of the client.▪ Led efforts to scale up the AWS-based SaaS solution from thousands to millions of receivables transactions monthly, ultimately serving over 15,000 healthcare organizations through 20+ channel partners.▪ Created and maintained all client-facing user documentation, including release notes for all new functionality, and trained both internal and reseller partner Sales and Support teams on all new features.

▪ Directly managed the integration and onboarding of partner accounts that contributed over $1MM in monthly revenue to a product suite totaling just over $18MM annually. This included RCM groups (athenahealth, NextGen), clearinghouses (Experian, TriZetto, SSI, eMEDIX), banks and lockbox vendors (Truist, 1st Capital, FIS), and direct healthcare provider organizations.▪ Presented hundreds of demo sessions to prospective clients annually, tackling all questions with subject matter expertise provided at levels commensurate with the asker’s level of technical understanding.

▪ With a focus on overall product strategy, created business plans to expand IT solutions into new market segments, created white papers and case studies for marketing purposes, and provided training to the sales team on pursuing new market opportunities.▪ Fostered and grew prior business relationships and renegotiated key contracts, actively sought out and created new strategic business partnerships, and helped to mediate and resolve any sales channel conflicts that arose.▪ Traveled extensively to conferences and onsite visits to meet with current clients and prospects to obtain feedback on product improvements or understand what integrations could be made to improve their workflows.▪ Established a strategy centered on better training methods to increase usage of cloud-based applications.

▪ Managed the Allscripts Payerpath Patient Payment Solutions portfolio, growing this segment of the business from $46MM in recurring revenue to $57MM within two years through driving sales to eventually reach 150MM annual healthcare revenue cycle management transactions processed through the suite of products.▪ Oversaw product strategy and P&L, established new and expanded existing vendor relationships, performed risk mitigation, regularly met with clients and analyzed current market needs for new product requirements, and managed the SDLC for the 10 products in the portfolio.▪ Developed business plans, business requirement documents, positioning statements, marketing slicks, internal & external FAQs, sales support documentation and demos, and new product roadmaps.▪ Successfully commercialized and launched an online patient statement product and multiple patient payment portals, resulting in direct bookings of more than $300K in the first quarter post-launch for each product released. Created entire go-to-market strategies for these products including the positioning, marketing plans, delivery roadmaps, and financial projections. ▪ Co-coordinated the Payerpath portion of the Allscripts Client Experience conferences. Created content and delivered multiple educational sessions to groups of 150+ clients on the product roadmaps, future regulatory changes, and shifting patient payment trends seen within the healthcare industry.

▪ Created the clearinghouse organization’s entire support strategy for the government-mandated ANSI 5010 changes, which including building an internal communication plan, an escalation plan, a client-facing update portal, and a staffing resource plan for each individual support team.▪ Coordinated EDI support teams and vendors to ensure training, documentation, escalation paths, and communication plans were completed before 15 minor and 10 major code releases to a SaaS environment with over 10,000 active client accounts and over 100,000 active users.

▪ Served as the primary consultant for the organization’s largest national client and another ten of the top fifty.

▪ Provided Tier II software, hardware, and mobile device support for 3,200 customers across 12 locations. Served as the primary support consultant for the United States Comptroller General, the Office of General Counsel, and the members of the GAO Executive Committee.▪ Managed a team of three, reviewing all ticket assignments to ensure timeliness of response, accuracy of information, and that our closure rates met or exceeded those of our Service Level Agreement.▪ Successfully coordinated a seven-person team on a five-month project to update all 3,200+ organization computers to Windows XP. Created all process documentation, performed all staff training, and organized each update with the customers via multiple communication channels. ▪ Performed new hire training for over 500 incoming GAO staff members and interns on the various software and computer security programs employed by the agency.

▪ Provided Tier I software, hardware, and mobile support for 120 users and 250 computers and servers.▪ Trained new employees on all software used at the organization.

B.A., Psychology

Mba, Services Management