Prosper, Texas 75078
Client Service Professional with over 15+ years of service implementations, expansions and renewals. Regarded as a value add client partner with a proven track record of building strong relationships, resulting in client retention and high customer satisfaction ratings. Recognized by clients and management for consistently delivering 5 core values – integrity, client focus, trustworthiness, personal accountability, and achievement in every project and service level engagement. PROFESSIONAL EXPERIENCE
POST ACUTE ANALYTICS – Lewisville, Texas
(Selective Binding Technology—real-time data that connects you to the continuum of care and integrates with all major acute and post-acute EMRs. Predictive Analytics—identify high-risk patients and predict the best patient care plan based on a library of millions of patient records.) Project Manager – Lewisville, Texas June 2019 – September 2019 Responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.
Drive the definition of project scope, goals and deliverables for over 200 clients with a Go Live average of 30 days
Create detailed tracking of projects through Confluence
Monitor and report the progress of the project to all stakeholders
Performed tasks central to project progress, including scheduling, budgeting and accounting, and resource management
Communicated with, coached, and coordinated project teams
Coordinate data integration through HL7, SFTP, Pipe Delimited, or Direct Integration PHOENIX ORTHO – Ovilla, Texas
(Phoenix Ortho provides the industry's only complete, orthopaedic-exclusive suite of products integrating EHR, PACS and Practice Management software. revolutionary solution includes an industry-first integrated imaging solution which TRULY attaches images (x-rays, MRI’s, and ultrasound studies) to the patient chart, allowing image order, storage, and review while eliminating data & manual order entry by technicians.)
Project Manager – Prosper, Texas January 2018 – May 2019 Oversee the successful implementation of Phoenix Ortho EMR from contract signing to go live with a concentration on managing vendors, training providers and staff, evaluating and altering office workflow for successful adoption of full EMR system and ongoing support for utilization of system. QC new software and identify fixes and enhancements based on customer needs.
Managing implementation SaaS projects for over 20 new EMR customers
Generate project plan using ConnectWise and Salesforce
Follow Phoenix Ortho project guidelines and adjust resources where necessary to complete implementation project
CHRIS SMUDA page 2
(Professional Experience Continued)
Coordinate vendors to implement HL7 interfaces from PM system into Phoenix, billing back to PM and xray interfaces. Communicate requirements and scheduling policies effectively and clearly too all parties to have timely implementation of interfaces prior to onsite visits.
Perform Web training via Ready Talk at initial stages of implementation
Perform one-on-one coaching with Providers and super users during OnSite training and Go Live phase of implementation
Realign office work flow to incorporate successful adoption of the EMR
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, interfaces and other Phoenix Ortho-related technologies. This is during training and when not training.
Develop training materials and recommend methods of training per client
Assist with online chat via LogmeIn on the support desk when not implementing. FORT ZUMWALT SCHOOL DISTRICT – O’Fallon, Missouri 2016 to 2017 Substitute Teacher/Paraprofessional (Part-Time)
Delivered group and/or individual student instruction within established curriculum guidelines. QUANTROS – Milpitas, California 2011 to 2015
(Leading provider of software and services that specialize in helping hospitals meet strict requirements for clinical quality measures in their reporting for the Joint Commission and Centers for Medicare and Medicaid Services (CMS). Hospitals and health systems throughout the country leverage the company’s enterprise wide suite of applications to make effective clinical, operational and financial decisions to improve patient care, reduce risk and take action to achieve safety, quality and accreditation goals.) Senior Implementation Project Manager – St. Louis, Missouri Responsible for monitoring all quarterly software and government updates to align with client service agreements. Also developed and maintained product suite of recorded training sessions for evergreen client use. Provided monthly client status updates to ensure objectives and performance metrics were delivered on time and per the contract. Identified opportunities for service renewals and upgrades based on current contracts.
Successfully activated and implemented newly acquired and existing Quantros SaaS clients for over 5,000 clients (Core Measures, eCQM, IRIS, SEM, etc.).
Performed data analysis of patient care compliance across systems.
Built and expanded client relations leading to client renewals and upgrade of services.
Led all client communications and service level agreement fulfillment & tracking.
Assisted clients with Physician Credentialing via Adhoc reports and SQL queries.
Maintained client’s Member Center website.
Quality Assurance testing for all software releases.
Mentorship and knowledge share with internal departments.
Experienced in writing SalesForce SOQL.
Conducted quarterly business reviews, including needs assessment, goals and success metrics. THOMSON REUTERS – Evanston, Illinois 2000 to 2010
(Company supports cost and quality improvement, consumer engagement and fraud detection at all federal healthcare-related and 30+ Medicaid agencies. It also facilitates the transition to value-based care with delivery efficiency and performance improvement while advancing strategic direction.) 2nd Tier Product Support Specialist (2005-2010)
Provided upper-level technical, application, and content support for customer issues as an integral part of the Customer Support Team for 1st Level Helpline Staff. Investigated, analyzed, and determined CHRIS SMUDA page 3
(Professional Experience Continued)
functionality issues and product development enhancements, and recommended the logical steps to solve each client question or problem as it pertained to the company’s application.
Recognized for providing best-in-class systems support via telephone or email for a large hospital client base.
Responsible for day-to-day activities for $1M+ clients and served as go to expert for 1st Level Support for escalations.
Managed client issues through the organization to ensure timely resolution via SalesForce documentation/communication.
Created training documentation and communications to client base.
Performed Quality Assurance on all software releases.
Developed the 2nd Level Support Group, creating necessary operating procedures to ensure success of the project.
Created SalesForce Key Performance Indicators for Client Resolution tracking:
“Cycle Time to Close” fell from over 40 hours to under 6 hours.
“Percent escalated” decreased from 15% to 2%.
1st Call Resolution increased from 68% to 89%.
Application Support Specialist Associate – Chicago, Illinois (2000 – 2005) Managed client issue resolution via Help Desk and client relationship management of issue resolution for tier 2 client base.
Created training documentation and communications for client base.
Led software enhancement WebEx training for client base. EDUCATION
Bachelor of Science – Sociology, Drake University – Des Moines, Iowa ADDITIONAL COURSES
Project Management Institute – Agile Certified Practitioner
(Completed July 2016)