Summary

Overview

Work History

Education

Skills

Certification

Work Availability

Affiliations

Software

Work Preference

Languages

Timeline

Hi, I’m

AMY RIGGLEMAN

Camp Hill,PA

Summary

Dedicated healthcare SAAS technology professional with a 24 year history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational strategy.

Overview

years of professional experience

Certification

Work History

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

DIRECTOR, PROGRAM MANAGEMENT

01.2002 - Current

Job overview

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Worked closely with organizational leadership to guide operational strategy.
Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
Optimized operational processes using analytics tools to address client-specific metrics.
Evaluated company documentation to verify alignment with regulatory requirements.
Interacted well with customers to build connections and nurture relationships.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

SR. PROGRAM MANAGER

09.2022 - 05.2024

Job overview

Completed comprehensive analysis to ensure compliance with Medicare and Medicaid regulations.
Improved project efficiency by streamlining communication channels and optimizing resource allocation.
Enhanced team collaboration by implementing agile methodologies for better project execution and adaptability.
Negotiated contracts with vendors, ensuring favorable terms and conditions for the organization''s needs.
Leveraged industry best practices to optimize program management processes throughout the company.
Cultivated strong relationships with external partners, ensuring effective collaboration on joint projects and initiatives.
Tracked and reported program results to customers and stakeholders to facilitate change management activities.
Developed comprehensive project plans, resulting in successful on-time delivery of multiple programs.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

SR. MANAGER, CUSTOMER SUCCESS

03.2020 - 09.2022

Job overview

Cultivate and maintain positive relationships between customer base and company to ensure success with 750,000+ users nationwide
Manage pain points and implement initiatives to support corporate process improvements
Meet URAC accreditation requirements by properly handling complaint procedures
Coordinate training and educational materials for internal and external customers on new releases and enhancements regarding provider portal and oncology products
Increased CSAT survey responses by 22% by reviewing customer configurations and ensuring satisfaction with product offerings, along with complete capture of essential data
Encouraged future platform development through design and implementation of User Panel for the oncology product line, providing end-user input to internal teams
Expanded the provider portal User Panel to over 1300 members
Achieve strategic targets with oncology and autoimmune products by identifying and leveraging key consumer insights, CSAT and NPS scores, growth trends, and opportunity gaps
Completed comprehensive deployment and utilization plans for national health coverage of over 31 million lives.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

CUSTOMER SUCCESS MANAGER

01.2019 - 03.2020

Job overview

Managed quarterly business reviews for 17 health plan clients while monitoring KPIs (Key Performance Indicators) and metrics
Drove development of User Personas to identify workflow challenges and implement effective solutions for continuous improvements
Improved CSAT scores by 20%+ by defining creative solutions to facilitate and implement functional, process, and policy changes
Increased utilization of provider portal by 38% through implementation of a multi-year plan that demonstrated benefits and optimal business outcomes
Streamlined insight for internal teams while developing new products and innovating enhancements through creation and development of User Panel for provider portal operators.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

CLIENT ENGAGEMENT MANAGER

11.2016 - 01.2019

Job overview

Built provider-facing relationships with clients, including two of the largest national health plan accounts, by building trust, understanding objectives, and serving as a key advisor and liaison
Effectively resolved issues and offered support to provider and payer users while identifying and pursuing enhancement opportunities for internal product development teams
Increased utilization of online platform by over two million transactions per year through deployment of new products for regional plan, allowing for streamlined, comprehensive, and secure claim submission processes
Managed projects with a combined value of $12+ million per year by developing and implementing detailed engagement plans, meeting KPIs, completing milestones on schedule, and staying within budget.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

USER ADOPTION AND ENGAGEMENT MANAGER

01.2016 - 11.2016

Job overview

Provided onsite training and remote support to external end users while driving integration of products and ensuring corporate success
Identified new users and reengaged existing clients for new product usage by launching strategic initiatives
Served as SME (Subject Matter Expert) to understand customer requirements and execute appropriate tactics
Exceeded deployment goals by up to 42% by utilizing data analytics to develop and implement best practices for optimal outcomes
Saved client $500,000+ per quarter through in-depth analysis and determination of platform configurations, resulting in eight SOWs for new implementations and product offering with large regional health plan.

NANTHEALTH, INC. (PREVIOUSLY NAVIMEDIX)

FIELD ACCOUNT REPRESENTATIVE/DEPLOYMENT SPECIALIST

01.2002 - 01.2016

Job overview

Facilitated channel shifting to new administrative processes by training health plan customers and provider offices on portal solutions and utilizing expertise to promote workflow integration
Developed and reviewed monthly metrics for key stakeholders to identify trends, products gaps, and support opportunities
Deployed portal in 250,000+ provider offices while providing onsite and remote support to ensure successful adoption and that utilization goals were achieved
Allowed for seamless product enhancements and functionality improvements by coordinating related internal and external training documentation.

FOX RIDGE MANOR AND COLONIAL MANOR

ADMISSIONS AND UNIT DIRECTOR

01.1997 - 01.2002

Job overview

Oversaw development of Memory Care units at two locations and marketed specialty care services to healthcare professionals
Developed policies for programs by coordinating with nursing staff in the facilities and led support groups for staff and families of patients on the specialty care.

HealthSouth Rehabilitation

CERTIFIED THERAPEUTIC RECREATION SPECIALIST

03.1995 - 01.1997

Job overview

Promoted social interaction among patients by organizing community outings and special events.
Evaluated patient progress regularly, adjusting treatment plans as needed for optimal results.
Demonstrated excellent communication skills when presenting program updates at staff meetings, ensuring all team members were informed of patient progress and relevant therapeutic interventions.
Participated in case conferences to discuss patient progress, challenges, and potential solutions with other healthcare professionals.
Educated caregivers on the benefits of therapeutic recreation, providing resources for continued support at home.
Enhanced patient recovery by implementing individualized therapeutic recreation programs.
Initiated partnerships with local organizations to provide additional resources for patients participating in recreational therapy programs.

Education

Shepherd University

Bachelor of Science in Recreation and Leisure Studies

Central Penn College

Associates of Science in Paralegal Studies

Skills

PMP certified
Written & Verbal Communication
Corporate Communications
Organizational Skills
KPI Tracking
Adaptability and Flexibility
Multitasking Abilities
Data Visualization
Client Onboarding and Implementation
Agile/Waterfall methodology

Customer Engagement
Experience Index
Product Launching
Product Development
Issue Resolution
Process Improvement
Training (Remote, In-Person)
Relationship Building
Strategic Planning
Project Coordination

Certification

PMP - Project Management Professional

Availability

See my work availability

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sunday

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Affiliations

Project Management Institute

Software

Microsoft Office Suite

Pendo

Mondaycom

Salesforce

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureWork from home optionPaid time offPaid sick leave401k matchHealthcare benefitsPersonal development programsCareer advancementFlexible work hoursStock Options / Equity / Profit SharingTeam Building / Company Retreats

Languages

English

Advanced (C1)