Implementation Consultant Software

JACQUELINE COHEN

SOFTWARE IMPLEMENTATION CONSULTANT

510-***-**** ********@*****.*** Remote / San Francisco, CA linkedin.com/in/jacq-cohen Multi-faceted and results-driven end-to-end SaaS technical implementation & operations professional with 10+ years industry experience contributing to the success and aggressive growth of leading Health IT companies. WORK EXPERIENCE

SOFTWARE IMPLEMENTATION CONSULTANT, delivery 2021 - 2024 Collective Medical a PointClickCare Company

Recruited to lead a complex post-acute care go-to-market product integration and build a team of configuration consultants, serving a network of over 21,000 long-term/PAC providers and over 1,300 hospitals.

• Serve as principal technical implementation/project liaison across all lines of business: Health Plans, ACOs, Hospitals, Clinics, and SNFs

• Translate/document customer expectations, business processes, and goals

• Lead technical business discovery calls and develop a delivery approach that drives outcomes and value for the customer, while considering the impact to their standards of practice and daily workflows

• Proactively anticipate, identify, and communicate issues, risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation

• Lead, influence, advise, and support customer change management strategies, including the plans for user readiness and acceptance

• Develop and maintain expertise and knowledge in multiple SaaS product offerings, including the knowledge of the end-to-end solution and product value outcomes

• Conduct live portal demos and end user trainings EDI OPERATIONS ANALYST, implementation 2018 - 2021 Doctor On Demand

Promoted to newly created role to work directly with companies, payers, clearinghouses, and internal teams through all phases of implementation and projects

• Performed initial setups, configuration changes, and testing for implementations along with 24/7/365 comprehensive technical/operational support for internal systems

• Configured and maintained company/payer settings, specs, and CPT rulesets

• Performed mapping requirements: trading partner formats, destination assignment, mapping spec creation, validation/testing

• Provided recommendations on development and design of new system logic

• Delivered ongoing feedback/impact reporting to stakeholders as it related to performance against expectations (positive and/ or improvement opportunities)

• Solely managed all eligibility related data configuration issues for United Healthcare/Optum, Humana, Blue Cross Blue Shield, and others

• Developed a system, in collaboration with RCM, to proactively monitor real time eligibility health, engagement, and self pay balances to identify sources of money bleed and minimize insurance rejection/denials from configuration/coding problems. Saved a projected $500,000+ in lost insurance claims revenue for 2020. WORK EXPERIENCE CONTINUED

IMPLEMENTATION ENGINEER, backend 2016 - 2017

Doctor On Demand

Earned promotion into newly created position to work collaboratively with cross functional teams to build/maintain HIPAA-compliant platform and backend support for mobile and web applications

• Consulted with engineering personnel/management to provide recommendations for the improvement of existing product and processes

• Improved the end-to-end customer experience and optimized overall teamwork by bridging communication gaps between technical and non technical teams

• Identified bugs and recommended software changes/enhancements

• Supported the community during Northern California wildfires by visiting shelters and allowing displaced families who lost their homes free access to medical care through the Doctor on Demand platform ENTERPRISE OPERATIONS SPECIALIST, support 2014 - 2016 Doctor On Demand

Recruited into a newly created leadership role to build a department that could support enterprise operations during Doctor On Demand’s aggressive startup phase

• Created/launched the Enterprise Support department that has proven vital to meeting the needs of a rapidly expanding client portfolio

• Led department efforts in assisting with new client launches, resolving client escalations, building out enterprise knowledge base content, and developing/documenting processes to improve enterprise support operations

• Earned corporate recognition for successfully launching the WebMD Pilot PRIOR EXPERIENCE

PAT I E N T C A R E C O O R D I N ATO R 2013 - 2014 AccuQuest Hearing Centers

BUSINESS DEVELOPMENT 2012 - 2013

Smith, Hampton & Devlin

TECHNICAL SKILLS

X12 EDI 271/834/837 HL7, FHIR JIRA/Confluence Salesforce/TaskRay Asana/Slack Looker/Splunk Mixpanel/Google Analytics/Rundeck MS Office Suite/G-Suite Smartsheet Tableau

PROFESSIONAL SKILLS

End-to-End SaaS Implementation Go-to-Market Implementation EDI B2B Integration Systems Configuration/Testing Current State Workflow Analysis Future State Workflow Design Agile/Scrum Methodology Cross Functional Processes Virtual Collaboration Risk Management Project Management/Consulting Onboarding/Mentorship

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