Abby Arnold
Greenwood,IN
Summary
Dynamic and results-oriented executive with over a decade of experience in client success, account management, and optimizing performance within the healthcare IT industries. Demonstrated ability to drive client satisfaction, retention, and revenue growth through strategic planning, cross-functional collaboration, and implementation of best-in-class processes. Skilled at building and nurturing executive-level relationships, transforming client partnerships into trusted business alliances. Passionate about fostering a customer-centric culture and leading high-performing teams to exceed organizational goals. Excited to leverage deep industry knowledge and operational excellence to elevate Experity's client success strategy and contribute to ongoing innovation in on-demand healthcare.
Overview
12
12
years of professional experience
Work History
Chief Strategy Officer
Revascent (Performant Capital Portfolio Company)
11.2023 - Current
- Reports to CEO and works closely with executive leadership team, customers, vendors and board of directors
- Oversees 5 direct staff (included Vice Presidents and Senior Directors) and responsible for 200+ employees domestically and 7 global vendors
- Managed $20M in revenue across United States, with 10% growth plan and customer base of 300 customers on 25 different software systems, including but not limited to Epic, Nextech, NextGen, Compulink, Healthpac, Medinformatix, Modmed
- Boosted overall gross margin across 22 enterprise client accounts by 4 percentage points in 6 months by implementing operational efficiencies and standardizing client success practices
- Partnered with executive team and department heads to drive cross-functional initiatives that improved client success and outcomes to meet key performance metrics, including streamlining client reporting processes, developing centralized client data repository, and automating routine client engagement tasks
- Led and mentored Client Success leadership team, fostering culture of innovation, collaboration, and continuous improvement by implementing educational programs through webinars, articles, and on-site customer business reviews to enhance client satisfaction and engagement
- Actively monitored industry trends and regulatory changes in healthcare, adjusting client success strategies to anticipate market shifts and seize new opportunities, ensuring alignment with Revascent's goals and client needs
- Implemented and supervised solutions for 40% of clients directly impacted by Change Healthcare's 2024 cyber attack, guaranteeing timely claim submissions for all clients within three weeks of attack notification and recovering 92% of revenue within 90 days of attack notification
- Delivered strategic plans, progress updates, and performance metrics to board of directors, investors, and key stakeholders, ensuring transparency and alignment with organizational goals while highlighting client success achievements and growth opportunities.
President, Operational Excellence
Coronis Health (Veritas Capital Portfolio Company)
01.2022 - 01.2023
- Reported to COO, working closely with Senior Leadership Team, Business function heads (Divisional Presidents, Finance, Technology, R&D, Global and Sales/Marketing), Accounting, Global Operations Leaders (India and Philippines), PE sponsor and external consultants
- Managed remote team (6 direct US reports including Vice Presidents in areas of systems, technology, global operations, RCM operations and analytics)
- Collaborated with team of consultants to provide and implement cost-saving measures resulting in 20% reduction in operational expenses
- Executed business strategies tied to company synergies related to cost saving initiatives and improving production on $360M of revenue
- Developed and executed compelling executive presentations for senior leadership team and Coronis board, Veritas Capital including monthly board updates, Steering Committee and portfolio performance
- Evaluated and created strategic roadmap to integrate 10 service groups (hospital, physician, lab, anesthesia, EMS, etc) into 5 divisions with streamlined technology and operations
- Led team of 12 cross functional team members (C-suite through to directors) in end-to-end planning of company wide transformational project to clearly articulate pain points and solutions of key business deficiencies
- Oversaw implementation of reporting tools and systems to streamline data normalization, analysis and reporting processes for executive team and clients
- Successfully planned and executed highly impactful yearly sales meeting, bringing together operational leaders, sales representatives and key business leaders to strategize growth.
- Communicated business performance, forecasts and strategies to investors and shareholders.
Divisional President: Physician
Coronis Health (Veritas Capital Portfolio Company)
01.2021 - 01.2022
- Reported to COO and worked closely with the Senior Leadership Team, Finance, Accounting, and Global Operations Leaders (India and Philippines)
- Managed a diverse portfolio of $60M with ~400 clients spanning the United States (46/50 states), 1000 domestic and international staff and 40 various different technological systems
- Responsible for client satisfaction and retention by managing AR outcomes for 400+ clients with provider size ranging from 1-100 and DAR reduction by 5%
- Reduced client attrition by 2% of total revenue loss with implementing client satisfaction surveys and implementing a client success management team
- Collaborated with the sales team to support new client onboarding, ensuring a smooth transition and successful adoption of services with onboarding all new clients with
- Implemented a customer feedback system, improving client satisfaction scores by 20% and driving positive word of mouth referrals
- Successfully integrated 3 acquisitions with a combined revenue of $30 million and a total workforce of 150 employees, streamlining operations and driving growth
- Participated in client meetings and facilitated workshops to gather requirements and foster productive client relationships
- Collaborated with the marketing and sales team to create compelling promotional materials and digital campaigns to attract potential clients and build referral base
- Coordinated operational relationships between domestic and foreign teams for production work
- Worked closely with the data analysis team to ensure accurate and timely delivery of reports and key performance indicators (KPIs).
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
Vice President: Client Relations and Operations
Coronis Health (Veritas Capital Portfolio Company)
01.2019 - 01.2021
- Collaborated with clients to identify areas for improvement and implement tailored strategies to enhance revenue generation and streamline processes
- Conducted in-depth analyses of existing practices, identifying inefficiencies, and recommending cost effective solutions to boost overall financial performance
- Collaborated with cross-functional teams to analyze existing workflows and identify areas for improvement
- Utilized software's such as Monday.com, Scribe, Lucid Chart and Microsoft to create detailed process maps, documenting each step of revenue cycle
- Spearheaded referral development efforts for newly introduced services, increasing revenue and client satisfaction for offering more robust solution
- Conducted workshops and training sessions to educate team members on best practices and industry standards related to revenue cycle operations
- Managed revenue cycle operations for various physician and behavioral health practices with improving overall DAR from 60 to 45 with standardizing workflows and streamlining data
- Developed and nurtured strong client relationships, serving as primary point of contact for reporting and data analysis services in revenue cycle domain.
Director of Operations
North Shore Pediatric Therapy
01.2016 - 01.2018
- Provided c-suite administrative analysis and implemented turnaround procedures for each department
- Managed and oversaw productivity for applied behavior analysis, neuropsychology and clinical therapy departments
- Oversaw 8 clinics with 3+ disciplines (therapy, psychology and ABA) at each location totaling $20M
- Collaborated, implemented and managed budget for 2017 and 2018 FY with CFO
- Implemented updated billing operations, with a result in 10% increase in collection rates for insurance and private payments
- Managed high level customer complaints and provided solutions
- Developed a new process for employee evaluation which resulted in marked performance improvements and retention
- Analyzed and managed departmental documents for HIPAA compliance.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Achieved team goals through formalized training plans, coaching, and performance management.
Clinical Fieldwork Director
North Shore Pediatric Therapy
01.2016 - 01.2018
- Responsible for designing onboarding process for internship students
- Relationship building and management of reservations between accredited universities and company for occupational therapy, physical therapy and speech language internships
- Provided in-depth mentorship for employees to become student supervisors
- Professional development obtained in Fieldwork Educators Certificate Program through AOTA.
Adjunct Professor- Masters and Doctorate Programs
University of Indianapolis
01.2016 - 01.2017
- Adjunct professor for Master of Occupational Therapy and Doctor of Occupational Therapy Students
- Classes included: Health and Wellness course, OT Process II course, FW D course
- Developed and implemented in-class and online instruction modules.
- Taught Occupational Therapy courses, providing instruction to up to 30 graduate students.
Branch Director of Therapies
North Shore Pediatric Therapy
01.2015 - 01.2016
- Led the design and planning process for a state of the art therapy center, overseeing the layout and space allocation for 20 therapy rooms and a spacious gym
- Interviewed and hired therapy staff (OT, PT, Speech, ABA and social work) with 1 employee for each role to create a caseload
- Achieved revenue objective by leading and developing self-motivating initiatives for each clinician to maintain and exceed productivity quota of 60%
- Grew client location from start-up to $3M in revenue in 1 year
- Implemented marketing strategies for low revenue generating disciplines following 90 days of opening which resulted in 50% growth of customer base in less than 60 days
- Developed referral relationships with pediatricians which increased direct referrals to the clinic by 90%
- Marketed to various referral sources to develop referral database for clinic
- Maintained a caseload of >18 clients.
Occupational Therapist
North Shore Pediatric Therapy
01.2013 - 01.2016
- Developed and presented therapy benefits and strategies to schools, doctors and other community settings to improve referral sources
- Developed, marketed and presented a webinar on sensory based strategies virtually with 100+ individuals in attendance
- Evaluated, assessed and developed a plan of care for various conditions
- Mentor 2 entry level occupational therapists and 2 Level II fieldwork students
- Completed professional development for diagnosis' related to feeding, sensory integration, reflex integration and autism.
Education
Masters of Business Administration -
Purdue University Global
Remote 08.2024
Masters of Occupational Therapy -
University of Indianapolis
Indianapolis, IN12.2012
Bachelors of Science Degree: Psychology Pre-OT -
University of Indianapolis
Indianapolis, IN05.2011
Skills
- Strategic Planning and Execution
- Client Success
- Project Management
- Cross Functional Executive Collaboration
- Communication and Presentation Skills
- Growth & Development
- Stakeholder Engagement
- Risk Management & Analysis
- Data-driven decision-making
- Strategic Partnerships
- Corporate Governance
- Mergers and Acquisitions
- Client Relationship Building
- Operational Excellence
Timeline
Chief Strategy Officer
Revascent (Performant Capital Portfolio Company)
11.2023 - Current
President, Operational Excellence
Coronis Health (Veritas Capital Portfolio Company)
01.2022 - 01.2023
Divisional President: Physician
Coronis Health (Veritas Capital Portfolio Company)
01.2021 - 01.2022
Vice President: Client Relations and Operations
Coronis Health (Veritas Capital Portfolio Company)
01.2019 - 01.2021
Director of Operations
North Shore Pediatric Therapy
01.2016 - 01.2018
Clinical Fieldwork Director
North Shore Pediatric Therapy
01.2016 - 01.2018
Adjunct Professor- Masters and Doctorate Programs
University of Indianapolis
01.2016 - 01.2017
Branch Director of Therapies
North Shore Pediatric Therapy
01.2015 - 01.2016
Occupational Therapist
North Shore Pediatric Therapy
01.2013 - 01.2016
Masters of Business Administration -
Purdue University Global
Masters of Occupational Therapy -
University of Indianapolis
Bachelors of Science Degree: Psychology Pre-OT -
University of Indianapolis
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