Cortney Metzgar
San Diego
Summary
Accomplished Healthcare Technology Leader with 11 years of expertise in implementing SaaS cloud-based electronic health record (EHR) solutions for medical practices. Highly detail-oriented, dedicated to transforming customer-facing solutions into seamless, experience-driven interactions.
Overview
12
12
years of professional experience
Work History
Implementation Consultant
MDLand
03.2024 - 06.2024
- Standardized the onboarding process for new clients to implement MDLand Electronic Health Record (EHR): Reduced clinics implementation timeframe from 12 weeks to 4-6 weeks
- Developed an Implementation Playbook using Smartsheet for the training team to plan go-live activities, including coordination of data migration, lab interfaces, e-prescription enrollment, clearinghouse enrollments, and ancillary services
- Conducted in person and web-based training sessions for clinics depending on client needs
- Offered onsite support to clinics during the go-live phase, ensuring smooth transitions and operational continuity.
Senior Implementation Manager
Tonic Health LLC
01.2022 - 07.2023
- Launched pre-appointment text messaging across Hospital Organizations using Cerner Electronic Health Records (EHR) with Tonic intake platform: Reduced staff time spent scanning documents from 60% to 15%
- Slashed patient appointment no shows from 40% to 7%
- Conducted pre-implementation time studies to validate KPI and ROI goals post-implementation
- Facilitated weekly Operational & Technical Workstreams to gather FHIR API requirements for integration design
- Collaborated with offshore technical teams and third-party vendors to integrate pre-appointment text messaging and credit card payment solutions
- Created integration test scripts for hospital informatics team, managed client UAT sign off
- Created Clinical/Front Office workflow eLearning videos and training guides for hospital staff
- Prepared meeting minutes and managed all follow-up tasks, escalating risks to key stakeholders to ensure on-time go-live.
Project Manager
NextGen Healthcare
01.2017 - 07.2021
- Coached a team of 8 project managers, served as escalation point of contact for implementation department, managed Enterprise projects
- Reduced client abandonment rate during implementation from 15% to 7%
- Successfully onboarded over 100 clinics onto NextGen Office EHR within a 60–90-day timeframe
- Completed clearinghouse enrollments for Claims (837p), ERAs (835p), Real Time Eligibility (276/277)
- Oversaw Lab integration and Data Migration (patient demographics/medical records)
- Utilized Smartsheet, Salesforce, JIRA, and Outlook to track tasks and adhere to deadlines
- Delivered clinical workflow training and provided recorded sessions for future reference
- Encouraged positive, inclusive work culture that promoted service to business, quality, innovation, and teamwork.
Enterprise Implementation Manager
NextGen Healthcare
01.2016 - 01.2017
- Served as primary point of contact for new clients, provided direct training on best practices for business optimization
- Customized accounts based on specialty (Internal medicine, Pediatrics, Podiatry, OB/GYN, Wound Care, Sports Medicine, and Behavioral Health)
- Enhanced client Knowledge Base by creating eLearning recordings for clinical and billing workflows
- Hosted optimization webinars to further educate clients on workflow efficiency and learn tips and tricks.
Customer Support
NextGen Healthcare
01.2012 - 01.2016
- Managed inbound calls, emails, and live chat inquiries with expert level of support: Researched, resolved, and escalated technical issues at high capacity in a timely manner
- Documented all inquiries in Salesforce and reported technical issues in JIRA
- Relayed high level technical information to both technical and non-technical users
- Maintained professional composure in high pressure situations, including de-escalation of issues and positively resolving client dissatisfaction.
Education
Bachelors in Humanities -
WASHINGTON STATE UNIVERSITY
Pullman, WA12.2012
Associate of Arts -
SPOKANE COMMUNITY COLLEGE
Spokane, WA12.2010
Skills
- Client Retention Strategies
- Collaborative Leadership
- Strategic Technology Management (EDI/FHIR/HL7)
- Process Improvements
- Communication
- Time Management
- Troubleshooting
- Team Building
- Microsoft Office Suite (Excel, PowerPoint, Visio, Word)
- Smartsheet
- Salesforce
- JIRA
- EDI (837p/835p)
- Real-time Eligibility (276/277)
Timeline
Implementation Consultant
MDLand
03.2024 - 06.2024
Senior Implementation Manager
Tonic Health LLC
01.2022 - 07.2023
Project Manager
NextGen Healthcare
01.2017 - 07.2021
Enterprise Implementation Manager
NextGen Healthcare
01.2016 - 01.2017
Customer Support
NextGen Healthcare
01.2012 - 01.2016
Bachelors in Humanities -
WASHINGTON STATE UNIVERSITY
Associate of Arts -
SPOKANE COMMUNITY COLLEGE
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