Angela Catrone
Tewksbury,MA
Summary
Accomplished Senior Manager with over 10 years of experience leading high-performing customer care teams in healthcare and biotechnology environments. Proven track record in scaling operations, ensuring regulatory compliance, and enhancing patient and client satisfaction. Expert in developing and implementing systems that support complex reimbursement processes and audit readiness. Recognized for strategic leadership and commitment to continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Care
Quanterix
01.2019 - Current
- Led a cross-functional customer care team delivering best-in-class support and order management services for biotechnology products.
- Developed and tracked KPIs, ensuring team performance aligned with organizational goals and maintaining a quality score of 95% or higher.
- Implemented scalable CRM and case management system (Salesforce), reducing response times and improving case resolution accuracy.
- Integrated ERP (Infor Syteline) and CRM (Salesforce) systems to increase efficiency and streamline order management.
- Ensured compliance with SOX regulations, ISO 9001, and ISO 13485 by partnering with quality, finance, and other teams to resolve product issues.
- Mentored team members, emphasizing continuous improvement, talent retention, and customer-centric culture.
- Managed escalations with urgency and empathy, maintaining long-term relationships with key biotech and academic clients.
Client Advocate Manager
New England Home Medical Equipment
08.2016 - 12.2018
- Co-founded and scaled the Diabetic Division from inception to $800K in monthly sales within 12 months.
- Grew the team from a single employee to 7, achieving consistent month-over-month revenue growth.
- Collaborated with an Assistive Technology Professional to secure reimbursement approvals for complex rehab technology (CRT) for patients with physical and neuromuscular disabilities.
- Managed the full patient case lifecycle, ensuring timely claim processing and exceptional patient experience.
Case Management Team Lead
Neighborhood Diabetes / Insulet
07.2009 - 08.2016
- Led a team of 10 case management specialists, ensuring optimal productivity and service quality.
- Managed escalated customer interactions, consistently delivering timely resolutions and high satisfaction.
- Recovered $175,000 in revenue within 6 months through strategic follow-up on insulin pump prior authorizations.
- Developed tracking tools to measure team performance and accountability against monthly KPIs.
- Established a dedicated audit response department to address large-scale CMS Medicare and private payer audits.
- Developed and implemented an audit management system to handle 500+ monthly audit requests efficiently.
- Ensured HIPAA, CMS, and payer-specific regulatory compliance, minimizing organizational risk.
Education
Bachelor of Arts - Communications
University of New Hampshire
Durham, NH05-2009
Skills
- Customer Care Leadership: Team management, training, development, performance coaching
- Systems & Tools: Salesforce, Infor Syteline (ERP), Microsoft Office Suite, Case Management Systems
- Compliance & Regulatory Knowledge: SOX compliance, HIPAA, ISO 9001, ISO 13485
- Project Management: Cross-functional collaboration, process improvement, integration management
- Problem Solving & Escalation Management: Timely, empathetic resolution of customer issues
- Reimbursement Process: Medicare, Medicaid, private insurance approvals, Complex Rehab Technology (CRT)
Certification
- Lead Belay Emerging Leaders Certification - 2024
Timeline
Senior Manager, Customer Care
Quanterix
01.2019 - Current
Client Advocate Manager
New England Home Medical Equipment
08.2016 - 12.2018
Case Management Team Lead
Neighborhood Diabetes / Insulet
07.2009 - 08.2016
Bachelor of Arts - Communications
University of New Hampshire
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