Program Manager Customer Success

LISA M. PAPOTTO

Moorestown, NJ ***** 856-***-**** ********@*******.*** linkedin.com/in/lisapapotto CUSTOMER SUCCESS PROGRAM MANAGER

Tenacious Senior Client Program Manager with a robust track record in driving complex, cross-functional healthcare programs and managing end-to-end project lifecycles for clients. Excellent strategic planning with a strong focus on both implementations and SAAS client success by employing my rich technical background combined with my strong leadership skills. I am a team collaborator with a reputation for managing high-stakes initiatives that include migrations, integrations, implementations followed with successful and strong Saas client relationship advocacy. I am accustomed to leading multiple healthcare client relationships inclusive of high-level conflict resolutions, when needed. A strong consulting career has afforded a wide range of industry, functional and technical exposure, as well as provided direct support for all professional levels, from end-users through executive management. AREAS OF EXPERTISE

Leadership Program Management Project Management Customer Service Excellence Implementations Migrations Integrations Data Healthcare Data Medicare SaaS Sales Support Claims Processing Risk Adjustment Medicaid Application Analysis CMS Claims Submissions Claims Data Member Data Provider Data

Long Term Care Strategy Information Technology Agile Scrum Management Waterfall Methodology Sprint Planning Application Analysis Written Communications Upward Communication Process Improvement Change Management Internal and External Communications all Levels Detail Focused Collaboration Presentations Quality Management Banking Finance Accounting Troubleshooting TECHNOLOGY

SQL RiskView Encounter Complete Optum EDPS Microsoft Suite Google Suite Word Access Excel Teams Dynamics Confluence JIRA SharePoint Crystal Reports Smartsheets Singlecare HL7 IDX Achieve Genecare PointClickcare Compudata ADL Peachtree Sage Networking Novell CNE Certified Desktop DOS Cobol

C ++ Fortran WebEx FogBugz Hourglass Tessitura Care Tracker PROFESSIONAL EXPERIENCE

Optum/Change Healthcare (2022 Merger), Mt. Laurel, NJ Senior Account Program Manager and Custom Success Manager, November 2023 - December 2024 Represented multiple major Healthcare Insurance providers across the US providing advisory support of our product use for their Medicare Risk Adjustment Teams. Ultimately assisting with not only successful migration and implementations but resulting in successful submissions of high stakes/high value properly captured diagnosis codes that require capture within federally mandated deadlines.

● Lead of five simultaneous client migrations-implementations with a continually shrinking deadline in the midst of a significant Change Healthcare data breach resulting in an accelerated timeline for the migrations/implementations.

● Successfully assisted guiding all new and high risk clients during a significant data breach as they continued to voice their confidence, trust and comfort in my leadership.

● I had realigned within the Optum’s Operational Medicare Encounter Submission Team while I was directly responsible for the client success of five notable Health Plans on the Change Healthcare Platforms. This required 100% client transition while adjusting to new leadership unfamiliar with the Change Healthcare product set, business practices and/or client base.

● I cultivated solid relationships quickly with my new Change Healthcare client teams to assist with their transitions, continued operational support of our 22 client teams between three of us. This all occurred during the shortest Medicare Sweeps deadline imposed by CMS to date, due to Covid. I lead my original client base through this with 100% success, while mitigating their high stakes risk of potentially large and unrecoverable revenue loss. All accomplished in the shrinking CMS time window and within the constraints of new leadership, new processes, and imposed technological changes.

● In parallel, I continued to assist my previous client Actuary and Risk Adjustment teams in evaluating their claims, members and providers data received but not yet successfully transmitted. I provided guidance to the teams for a more accurate and higher level of submission success of non-captured risk adjustable diagnoses. This often resulted in the recovery of projected revenue based on data analytics provided. Lisa M. Papotto ********@*******.*** Page Two

Customer Success Manager/Program Manager, September 2019 - October 2024 Represented multiple large Healthcare Insurance providers across the US, directly supporting enhanced utilization of our tool set for their Medicare Risk Adjustment Teams. I assisted with analysis for both Risk Analysis and remediation as well as Successful Submissions within high stakes/high value federally mandated deadlines

● Hand selected/successfully spearheaded a Risk View Implementation of Change Healthcare’s Risk Analytics largest and most complex Medicare Risk Adjustment Client. This was a high stakes implementation with high level involvement both internally and within the client team as this was an Optum Top Tier client with a dedicated SVP. This project required regular interaction and leadership with Senior Management as well as all cross functional teams included in my regular meetings.

● In Parallel, I continued to manage up to five clients and their team expectations while balancing goals and schedules with the high demand for our internal resources and specific technical/business requirements. The required regular meeting cycles to provide support including annual business reviews with the client teams as well as their leadership.

● Regularly educated clients on use of Risk Adjustment and CMS submission technologies and provided comprehensive support to implement score gap interventions that improved revenue and quality of care for their members. This required continued analysis and evaluation of client data as it related to the CMS guidelines and regulations to determine necessary research and follow up to provide assistance as pertaining to the government specifications for the successful submission of the risk adjustable diagnosis codes. The improvement of their submissions directly impacted revenue recovery.

● Hand selected by our division leader hand, I successfully spearheaded an Internal Work Stream of 5 team members with the charter to evaluate and determine Value Capture opportunities within our division. This included a final organizational presentation of findings for implementation. This consisted of process analysis, changes and an implementation of a Change Management process to capture revenue when these changes were requested by clients.

RxSense, Boston, MA

Program Manager, April 2018 - January 2019

Direct Support of the CIO filling many gaps in technology for an existing PBM. This included client, and partner integration, problem resolution, vendor management, CISO support and technological liaison as well as support of the new finance team. Communicated with multiple levels to provide direct Senior and Executive Management support.

● Lead large client initiatives and ongoing support to assist with the implementations and maintenance of our software to enhance return on investment and increase client satisfaction and retention.

● Worked closely with the Director of Engineering and Product Manager to complete dynamic scheduling of Product Releases and Sprint Planning for a fully functional Pharmacy Discount Plan that was being integrated into a fully functional PBM.

● Hand selected to spearhead an internal multi discipline task team to address a high level client issue with Senior Leadership visibility. This was accomplished successfully and solved within a day's time.

● Partnered with the SVP of Data and Reporting to establish a newly formed team to re-engineer the Data Warehouse that would support both internal and external reporting. I led the team meetings and worked with the SVP to prepare regular sprint planning, weekly read outs to the executive team as well as the organization.

● Assisted with integrating an offshore team that was chartered to design the Data Warehouse.

● Led the team through comprehensive analysis and re-engineering of current and future reporting requirements, ensuring alignment with business needs and long-term strategic goals.

● Maintained the organizations B2B client-facing support, assisting the Digital Marketing team efforts with partner management, product development, and reporting. This role included partner integrations with a leading healthcare online information site, WebMD, as well as the number one ranked pharmacy, CVS.

● Led a highly successful partner pilot implementation with a top Pharmacy brand, CVS. Initial pilot was for 200 stores with an accelerated full implementation of 10,000 stores for Q1 2019.

● Created an internal team from multiple disciplines and executive management to rank and prepare for the onboarding and implementation of all high-level partnerships and all high-yielding special projects. Lisa M. Papotto ********@*******.*** Page Three

Change Healthcare, Mt. Laurel, NJ

Program Manager, November 2015 – April 2018

Responsible for ongoing functional, technical, analytical, and software support of multiple Medicare and Medicaid Risk Analytics Client teams from specifically assigned Healthcare Insurance providers positioned across the United States.

● Client support required a multi-disciplinary team approach to assist with claims submission analysis support as well as deep dives into risk analytics for accuracy improvement of patient care scoring and financial improvement. This approach entailed regular consultative client-facing meetings to maintain maximum utilization of our proprietary Claims Submission Analysis software and/or Risk Analytics Software, as well as the necessary research and follow-up analysis of client data requirements as they pertain to the CMS government specifications for the successful submission of client healthcare claims. This required continued technical analysis of client data and the continued support of our internal resource teams to assist with necessary evaluations and modifications to assist the clients.

● Client education for successful utilization of the Risk Adjustment and CMS submission platforms, as well as comprehensive support to implement score gap interventions that improved revenue and quality of care for their members. Worked closely with client teams to streamline processes and strategize solutions to the data challenges that prevented appropriate risk adjustment revenue.

● Managed clients’ expectations as well as potential opportunities while balancing their needs with the demands on our internal resources.

● Worked closely with the internal PM team to continually promote internal process improvement and collaboration as it relates to client strategy, overlap, and the heavy demands of our support teams.

● Onboarded and quickly took the lead on a high risk client that ran into implementation issues.as well as multiple other clients, each coming with their own complexities. This included submission support for CMS Medicaid/Medicare and Dual MMP programs that were new to the organization. This required direct communications with the State Medicaid team as well as the CMS demonstration team to address open issues. Edentech Solutions Group LLC, Techwise Group, Clarion Data Systems, Springfield PA (Several Mergers) IT/Application Consultant, September 1995 – November 2015 On and Offsite Systems, Application and Project Support

● Project Manager for an internal Long Term Care scheduling product, providing the client beta testing support, re-design analysis, implementation, training, and user support. Managed reporting interfacing with a known Long Term Care Vendor, PointClickCare.

● Led multiple clients and teams in product and vendor discovery/selection and migration of data in a variety of disciplines. Additionally led requirements analysis, vendor discovery, selection, and data migration to a fully integrated clinical and financial system.

● Team Lead for a financial client’s internally managed fund support product to be marketed nationally. Analyzed and created design specifications, provided beta testing, and relayed reengineering recommendations to the developer.

● On-site Project Manager for NJ State Theatre. Assisted in the transition and problem resolution for a recently installed, fully integrated box office and fundraising software package. Responsible for application analysis, process improvement, problem resolution, data analysis, custom reporting, user support, and re-training of the departments.

● On-site Project Leader for a long-time client and LTC facility addressed all day to day technical, application and training needs.

● On-site Project for the Arch Diocese of Pennsylvania to assist with their multi-site and successful implementation of a Nursing Facility ADL Care Tracking system implemented for risk reduction and increase in reimbursement. Responsible for leading the team with vendor discovery, selection, process improvement and data integration analysis for reporting, implementation planning, system rollout, training, support, and problem resolution.

Lisa M. Papotto ********@*******.*** Page Four

● Recontracted with the Arch Diocese of Pennsylvania to continue to lead the implementation and support of their migration to a cloud based Clinical System, PointClickCare. Additionally, served in a systems management capacity for upgrades and support, assisted the financial department with data integration and custom reporting with their legacy IBM based financial system. Implemented and trained staff on a remotely hosted employee education training system.

● Consultant hired to support an internationally recognized Chief Science and Technology Officer and President of Smith Kline who recently departed to start his own company. Projects included implementation of his personal Palm Pilot with the syncing of his business mail to his Glaxo -Smith Kline Lotus Database as well as supporting his new company systems inclusive of a library documentation system, applications, and staff.

● Lead Project Manager for the Arch Diocese of Pennsylvania in the vendor selection, data migration and implementation of a new cloud based clinical system, Point Click Care. Managed the data mapping and analysis for interfacing with their independent billing system and financial software.

● Project Manager hired by a leading long term care CCRC for in-progress but stalled company-wide asset tracking system implementation. Provided system, data, and process improvement analysis. Lead the team in problem resolution strategies that were applied for successful completion of the project.

● Long-Term Consultant for Temple University subcontracted via Contemporary Staffing Solutions to assist with their data conversion to a newly installed IDX radiology application. Contract renewal to provide support and integrative hospital reporting for all sites.

● Consultant for the CSX-Conrail services organization during the merger, providing on-site system support of their OpenVMS/VAXcluster. Responsibilities included redeployment of existing systems, clean-ups, rebuilds, upgrades, installations, and critical problem-solving to resolve network issues.

● On site Network, System, Desktop and Application support for what became a long time client for multiple projects over two decade span. Specifically solved their long term Novell Networking Issues as well as moved a stalled state required submission system due to vendor issues. EDUCATION

Bachelor of Arts, B.A., Computer Science

Rutgers, the State University of New Jersey

Microsoft Certified Application Specialist

Novell Network Certification

SAFe Agile Leadership Training

Digital Equipment Corporation Proprietary Product and System Trainings Multiple Proprietary Applications

Contact this candidate