Customer Success Project Manager

Lisa Frazier

1-856-***-**** ************@*****.*** Glassboro, NJ

www.linkedin.com/in/lisa-frazier-b1665523

Summary

Dynamic healthcare professional with over 15 years of experience leading customer success, strategic initiatives, and project delivery across diverse healthcare settings. Expert in aligning technical solutions with client needs to ensure seamless onboarding, lifecycle management, and optimization across multiple EHR platforms, including Epic, Allscripts, and others. Adept at implementing and managing technology-driven solutions to streamline workflows and support government-based healthcare incentive programs. Skilled in cross-functional collaboration and stakeholder engagement, driving measurable improvements in operational performance and customer satisfaction. Proven leader in developing project plans, success strategies, and strategic roadmaps aligned with client business objectives. Recognized for building trusted client relationships, reducing system inefficiencies, and advancing value-based care initiatives.

Work Experience

Razor Technology

Project Manager 2024 - 2025

●Aligned client priorities with internal strategies, boosting account satisfaction.

●Led the implementation of MS Copilot across healthcare client teams, improving productivity and ensuring alignment with security and compliance standards.

●Managed service projects to ensure high availability and performance, supporting customer success initiatives.

●Addressed and resolved conflicts to maintain a positive and productive work environment.

●Led the identification and implementation of process enhancements aligned with departmental objectives and overall organizational strategy.

●Conduct a post-deployment review with the client to confirm all deliverables meet their requirements.

Insource- Independence Blue Cross

Sr. Program Manager 2023 - 2024

●Mitigated risks via cross-functional collaboration, ensuring 99% contractual compliance and effective customer engagement.

●Co-developed training materials and analytic dashboards, accelerating data claims migration processes.

●Collaborated with senior leadership to update migration progress and set leadership’s expectations for smooth transitions.

●Developed a comprehensive project plan that outlined the resources required, including time, budget, and internal resources.

●Maintain (self-insured) contract renewals through outstanding relationships and result management

Partner Consulting- University of Pennsylvania Health Systems

Sr. Project Manager 2022 - 2023

●Designed an Epic Healthy Planet dashboard to track risk-adjusted performance metrics for primary care providers across multiple health systems.

●Consistently met SLAs and delivered successful project implementations, contributing to high Net Promoter Scores (NPS).

●Led implementation of a data management system by resolving complex technical challenges and aligning stakeholders on system design.

●Collaborated with multi-entity stakeholders to align UPHS (University of Pennsylvania Health System) priorities with internal strategies.

●Directed cross-functional initiatives to launch population health programs focused on care coordination, SDOH, and quality metrics, driving outcomes under value-based care contracts.

●Improved operational efficiency and ensured equitable provider compensation through workflow optimization and data-driven decision-making.

Signify Health

Customer Success Manager 2018 – 2022

●Optimized RCM alignment by government-based incentives, improving workflow efficiency, and enhancing customer outcomes.

●Coordinated cross-functional teams to address client needs, prioritize feature enhancements, and improve onboarding and support processes, contributing to increased client satisfaction score.

●Partnered with stakeholders to gather and analyze customer data requirements using SQL and FHIR, designing and implementing operational and technical solutions to streamline healthcare product delivery.

●Collaborated with cross-functional teams to integrate data sources, ensuring accuracy and real-time monitoring capabilities for the VBC incentive.

●Crafted and executed successful plans addressing escalations by presenting strategic workflows that reduced operational disruptions, enhancing overall efficiency.

●Guided clients through solution implementation and change management processes, ensuring alignment with strategic goals and driving long-term engagement and utilization of healthcare.

Huron Consulting Firm

Independent Contractor –Consultant University of Kentucky 2017 - 2018

Built and maintained strategic success plans in collaboration with clients, ensuring alignment with KPIs and maximizing solution adoption and satisfaction.

Delivered strategic insights for the Allscripts RCM upgrade, reducing operational bottlenecks and improving revenue cycle efficiency.

Led cross-functional teams at the University of Kentucky to streamline onboarding for post-acute providers, ensuring high engagement and seamless integration.

Managed legacy system migration and executed targeted process improvements aligned with UK-wide initiatives, enhancing operational efficiency.

Advised healthcare providers on optimizing billing processes and reducing claim denials, contributing to improved revenue capture.

Secured a 3-year contract extension for Huron Consulting by consistently delivering value and aligning solutions with client priorities.

ALLSCRIPTS

Sr. Manager Professional Services 2011 - 2017

• Developed and presented GTM strategy by addressing the practices' needs and highlighting the application's benefits for Northwell’s large group of providers.

Spearheaded strategic alignment between team initiatives and organizational goals, leading efforts to strengthen client retention, expand account value, and ensure sustained customer satisfaction across Allscripts' enterprise client base

Improved customer retention by 18% year-over-year by implementing proactive success plans and quarterly business reviews, resulting in $1.2M in upsell revenue across Northwell (NSLIJ)enterprise healthcare accounts.

Directed teams of Implementation Consultants, Project Managers, and Support Center staff to ensure seamless deployment, meeting SLAs, and enhancing provider adoption.

Partnered with Sales, Marketing, and Professional Services to expand platform adoption, increase engagement, and align offerings with Northwell’s long-term strategic goals.

Delivered executive-level presentations showcasing successful outcomes, driving stakeholder buy-in, and highlighting product value.

Facilitated provider education and onboarding by leading training sessions, product updates, and go-to-market (GTM) strategy discussions tailored to practice needs.

Devised and executed RCM optimization strategies that enhanced revenue integrity and supported sustainable program growth.

Education

Temple University

Skills

Customer Success & Account Management: Customer Relationship Management, Account Strategy, Client Engagement, Customer Retention, Strategic Partnership

Project & Program Management: Project Management, Onboarding Strategy, Process Improvement, Cross-functional Collaboration, Change Management

Technical & Data Analysis: Technical Support, Data-driven Decision Making, Analytics, EHR/RCM Implementation, Workflow Optimization, SQL/FHIR

Team Leadership & Training: Team Leadership, Training Development, Vendor Management, Conflict Resolution

Awards

Good Samaritan Hospice

Huron Volunteer Leader Award 2017

Allscripts Walk of Fame 2015

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