Kathy Phelps

Skills

Implementations, ERP, RCM, Electronic Health Records, Practice Management software, SaaS, HIPPA, Client Relationships, C-Suite, Data Analysis, SalesForce, Certinia (FinancialForce), BioPharma, Workflow Process Improvement, HubSpot, JIRA, Customer Success, Client Success, Director, Manager, KPIs, OKRs, Healthcare IT

About

As a Director of Implementation and Customer Success Leadership experience I have a great deal of knowledge on serving as a strategic partner to business leaders and delivering high-quality training and development. I am also talented in implementing customer satisfaction methodologies and leading high-performing teams to drive results, specialty is high risk clients and retaining their business. As such, I am confident I can provide a high degree of skill to any Manager or Director position.

Over the course of my career, I have leveraged numerous skills to excel in demanding and results-oriented healthcare technology business environments, and I believe that these same competencies will allow me to be successful with your organization. Below are just a few of the capabilities that I possess:

 Impactful Leadership: I enjoy serving as a point of contact to Executive Leadership, staff members, colleagues, clients, and stakeholders. I display skill in steering projects through their comprehensive lifecycles while simultaneously coaching and mentoring direct reports. I exercise sound judgement to determine proper courses of action to achieve targeted goals and objectives.

 Implementation Management: I thrive when leading the planning, execution, and finalization of client projects that involve healthcare IT platforms. I have played a pivotal role in creating and introducing new approaches to managing client implementations and have formulated seamless transition processes, including developing an entire Customer Success Department from the ground up. Additionally, these endeavors have realized positive results—boosting client satisfaction from 75% to 94% in one year with my most recent employer.

 Professional Collaboration: As a natural leader, I have the ability to work well with diverse personalities at all levels of an organization. I welcome the opportunity to collaborate with cross-functional teams and showcase a strong sense of ownership, technical proficiency, and problem solving in all that I set out to accomplish. This has become a strength of mine as I have been tasked with developing teams and business units in my working history. Additionally, I can communicate with mixed audiences and break down highly complex information to ensure understanding.

Additional qualifications are listed on my resume, which is enclosed. In an effort to further discuss the open position, I would like to schedule a mutually beneficial time to talk about my skills and experiences and how I would prove an asset to any organization.