Samantha Sutter Email & Phone Number

I lead a newly formed team of Solution Engineers responsible for the implementations aligned to Availity's Pre-Service product suite including Eligibility and Benefits, Authorizations, Payer Spaces, and SSO. We work directly with multimillion dollar implementation clients and are responsible for leading sales discovery and support sessions, planning.

• Directed a global cross-functional team of 45+ remote Solution Managers, Inventory Analysts, Contract Analysts, and Quality Assurance Analysts, in providing dedicated support to the top three revenue customers of the.
• Implemented FinThrive Contract Manager for 95 hospitals, achieving live status and full adoption.
• Built strong customer relationships, driving net revenue retention.
• Managed customer satisfaction and achieved a 4.7 rating in 2022 and 2023.
• Created Key Performance Metric dashboards in Power BI and Salesforce for account monitoring.
• Reduced Contract Loading time from 30 to 7 days through best practices.

• Managed staff of 20 Product Support Specialists and Adoption Success Managers for the Collections Management, Patient Access Solutions, Harvest, and Claimshop technology solutions.
• Migrated the support function for the Collections Management solution from a legacy CRM system to Salesforce providing transparency, standardization, and consistency of case management.
• Standardized processes and cross trained employees to enable them to handle all case types resulting in reduced TAT and improved customer satisfaction.
• Implemented queue time for Support teams to ensure critical issues were addressed as top priority.
• Maintained a low backlog by performing case audits, enforcing Case Management policies, and holding employees accountable for their queues.

• Led the Account Management and EDI teams for the Claimshop, Transplant Manager, and Prospective Episode Manager technology solutions.
• Assisted Claimshop Sales team by performing product demos for potential customers.
• Created a Team OneNote Notebook to document all triage processes for Claimshop and Medicare customers, resulting in improved customer response time.
• Key participant in the implementation and roll-out of Salesforce CRM in 2011, resulting in standardized case management across the organization.
• Cross-trained new employees and performed interviews with potential candidates.

• Managed the Account Management and EDI teams for the Claimshop, Transplant Manager, and Prospective Episode Manager technology solutions.
• Assisted Claimshop Sales team by performing product demos for potential customers.
• Created a Team OneNote Notebook to document all triage processes for Claimshop and Medicare customers, resulting in improved customer response time.
• Key participant in the implementation and roll-out of Salesforce CRM in 2011, resulting in standardized case management across the organization.
• Cross-trained new employees and performed interviews with potential candidates.

• Managed implementation and customer support for 25+ Claimshop technology solution customers.
• Successfully implemented the Claimshop technology solution for all new customers.
• Provided ongoing customer support post implementation by conducting on-site or remote training.
• Researched Customer issues and provided feedback and resolution via e-mail, weekly conference calls, or the case management system.
• Coordination of 837 5010 EDI and Eligibility file transfers with TPAs, Payors, and employer groups.
• Documented end user requirements into product specifications requests for development to build.

• Charged with the implementation and customer support for 25+ Claimshop technology solution customers.
• Successfully implemented the Claimshop technology solution for all new customers.
• Provided ongoing customer support post implementation by conducting on-site or remote training.
• Researched Customer issues and provided feedback and resolution via e-mail, weekly conference calls, or the case management system.
• Coordination of 837 5010 EDI and Eligibility file transfers with TPAs, Payors, and employer groups.
• Documented end user requirements into product specifications requests for development to build.

• Completed Internship as the Inventory Specialist for the Contract Manager technology solution.
• Scanned, bookmarked, and indexed hospital contracts into the solution using Adobe Acrobat Pro.

Ba, Healthcare Administration

Certificate Of Management