Summary
Overview
Work History
Timeline
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David R. McClain

Gilbert,AZ

Summary

Dedicated Implementation Manager and Client relations expert with over 10 years of experience in leading cross-functional teams, optimizing processes, and delivering projects on time and within budget. Adept at analyzing client needs, designing efficient solutions, and ensuring seamless execution. Skilled in stakeholder communication and relationship management to achieve organizational goals.

Overview

12
12
years of professional experience

Work History

Sr Implementations Manager, Client Experience Lead

VeeOne Health, Inc.
01.2022 - Current
  • Lead all client implementations, including sales and technical support throughout the lifecycle of each project.
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Interprets customer, business, and compliance needs to define technical design requirements, providing On Site and remote support
  • Project manager - leading multiple initiatives simultaneously within a dynamic environment.
  • Subject matter expert for solutions. supporting technologies and related processes.
  • Ensures all project tasks are completed on time and within budgetary constraints - exceeding expectations
  • Led technology roadmapping, conducting research, development and installation according to deployment specifications.
  • Customer Experience Manager - Overseeing all of VeeOne Health support, including the multi-level support Call Center - ensuring a world-class customer experience.
  • Team lead - overseeing a diverse group of technologists.
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
  • Documented processes to streamline setup, customization and maintenance.
  • Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
  • Pulled from knowledge of technical industry and technological developments to drive IT deployments.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
  • Led and managed staff of 8 team members engaged in administering complex IT infrastructure.
  • Directed large-scale development and implementation of Virtual Care and RPM solutions to meet business needs and build client loyalty.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Oversaw development and implementation of improvements to support and network operations.

Sr Project Manager, Clinical Communications

Stanford Health Care (Apex)
09.2021 - 01.2022
  • Project Manager for large-scale renewal and other capital projects for Customer Experience and Support Services for immediate project coordination and future planning/solutioning.
  • Develops specialty-specific technologies and workflows to met the needs of each department within the healthcare campus.
  • Agile SDLC processes and SCRUM methodology - project management
  • Develops timelines, project charters, scope details, testing details, work plans and post go-live materials.
  • Coordinates with various IT and support teams to complete project deliverables.
  • Collaborates with clinical user groups at all levels (executive, director and manager level) to understand and document user requirements and sign off on project scope.
  • Solutions implementation and trainer - works directly with providers and staff implementing and training on cutting-edge technologies and workflows that help keep Stanford Healthcare at the top of quality patient care.
  • Support roll-out of endpoints for interactive patient systems, detailed configurations, mobile devices for clinical communications and infrastructure for corporate proprietary systems.
  • Works with engineering and development teams to create solutions that meet and exceed the requests and expectations of the customers.
  • Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
  • Monitored project progress, identified risks and implemented corrective measures to acquire success.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Communicated project plans and progress to key stakeholders and project contributors.
  • Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Established and managed change management processes to fulfill successful project transitions.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.
  • Recruited and oversaw personnel to achieve performance and quality targets.

Sr Implementations Manager, Lead Client Care Mgr

VeeOne Health, Inc.
05.2020 - 09.2021
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Interprets customer, business, and compliance needs to define technical design requirements.
  • Client relations liaison - ensuring a world-class customer experience.
  • Jira Issue, customer story and project tracking.
    Identifies essential and critical requirements, and effectively trace requirements to design.
  • Designs and plans custom product installation roll out within client environments.
  • Works alongside the Sales and Engineering department on new customer implementations.
  • Collaborates with healthcare systems IT and resolve issues related to our products.
  • Direct Telehealth provider training and support.
  • Provides multi-tier support, including new user setups on platform, line of business application support, and hosted application support.
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
  • Documented processes to streamline setup, customization and maintenance.
  • Led technology roadmapping, conducting research, development and installation according to deployment specifications.
  • Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
  • Pulled from knowledge of technical industry and technological developments to drive IT deployments.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
  • Led and managed staff of 6 team members engaged in administering complex IT infrastructure.
  • Simplified application and resource provisioning.
  • Maintained licensing contracts with vendors.
  • Oversaw development and implementation of improvements to support and network operations.

Virtual Care Solutions Lead, Sr. Project Manager

Adventist Health System, West
04.2017 - 05.2020
  • Project manager overseeing multiple, complex implementations simultaneously.
  • Patient Solutions Architect – developing, engineering and implementing healthcare-based technology solutions across the Adventist Health enterprise consisting of over 20 hospitals and over 200 clinics.
  • Develops cutting-edge telehealth systems and workflows by working with multiple markets to manage projects from inception to launch.
  • Recruits and trains telehealth physicians and clinic staff.
    Maintains relationships with providers and sites and serves as subject matter expert once telehealth services are in place.
    Trains and supports providers, clinical staff and technical staff across the enterprise.
  • Manages personnel related to specific projects and implementations.
  • Collaborates with others to plan or administer telehealth implementation as a new service or additional specialties at sites.
  • Serves as an expert and internal resource to staff and/or physicians for healthcare-related technologies.
  • Oversees the design of the healthcare programs’ metrics and goals.
  • Assists in identifying, recruiting, and training new providers. Provides technical and programmatic support once provider has begun services.
  • Manages communication and relationships with key stakeholders.
  • Identifies concerns raised by providers or sites and works with them to develop solutions to issues.
  • Research and Development of Virtual Care technologies – helping to ensure the solutions deployed remain relevant and top-tier.
  • Recommended new products and services to customers.
  • Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
  • Conducted troubleshooting and diagnostic procedures on enterprise solutions and equipment.
  • Managed diverse projects and resolved complex issues to support timely completion.

Sr Application Specialist - TeleHealth

Adventist Health System, West
03.2015 - 04.2017
  • Designed, developed, tested and implemented several key processes and technologies used enterprise-wide
  • Promoted within 1 year to Sr. ASA for outstanding high level technical development and support work.
  • Corporate presenter and trainer of new technologies and related workflows.
  • Successfully led project to implement person record searches within Cerner greatly reducing the number of person record duplicates and increasing productivity at hospitals and clinics
  • Developed and successfully implemented a support matrix and related documentation for the team by working directly with vendors, support staff and IT site staff and providing user training
  • Configured, developed and tested IBM Initiate MDS system; Team Lead for the MDS: Initiate Department consisting of 10 personnel.
  • Report creation and presentation for senior leaders and executives that provide real-time graphical reporting customized to the precise requests of management.
  • Developed support matrix and processes for the Data Integrity/MDS team and provided comprehensive training to team members, corporate support center and Cerner Core teams.
  • Multiple Server simultaneous support maintaining 4 separate servers that support the MDM/Data Integrity system (Development, Test, and Production 1 &2)
  • Provided 24/7 On Call Technical Support for the MDM/Data Integrity system
  • Direct Contact for Vendors for support needs and contract negotiations.
  • Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
  • Analyzed and developed technical solutions to meet business requirements.
  • Reviewed existing programs to refine, reduce operating time and improve techniques.
  • Performed unit and comprehensive testing to drive functional and technical deliverables.
  • Met with internal and external customers to develop relationships and foster co-innovation opportunities.
  • Drove continual improvement in systems operations by building tools and automation.

Sr Application Support Analyst

Adventist Health Systems, West
11.2012 - 03.2015
  • Implemented several key processes and technologies used enterprise-wide; such as IBM MDM Initiate application for EMR patient record management.
  • Corporate presenter and trainer of new technologies and related workflows.
  • Report creation and presentation for senior leaders and executives that provide real-time graphical reporting customized to the precise requests of management.
  • Developed support matrix and processes for the Data Integrity/MDS team and provided comprehensive training to team members, corporate support center and Cerner Core teams.
  • Multiple Server simultaneous support maintaining 4 separate servers that support the MDM/Data Integrity system (Development, Test, and Production 1 &2).
  • Provided 24/7 On Call Technical Support for healthcare solutions.
  • Direct Contact for Vendors for support needs and contract negotiations.Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs

Application Analyst, PC Support Technician

Adventist Health System, West
08.2011 - 11.2012
  • Application analyst of healthcare-focused technologies.
    Developed procedures and trained customers to make the issue reporting process more efficient.
  • Assisted executive leadership in determining best practices for troubleshooting and support at the corporate office.
  • Provided technical support to 2 office locations single-handedly, consisting of over 300 employees.
  • Completed installation and support services for all aspects of PCs and printers hardware and software
  • Network Support/Maintenance of the enterprise infrastructure
    Multi-tier troubleshooting and Heat Ticket Tracking/Resolution
  • Provided Corporate-level Technical Training to site users across the enterprise.
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
  • Supported daily operations and system maintenance procedures.
  • Collaborated with business owners, vendors and other team members to evaluate and recommend solutions to complex problems and requests.
  • Performed troubleshooting, maintenance and optimization of multiple applications.

Timeline

Sr Implementations Manager, Client Experience Lead

VeeOne Health, Inc.
01.2022 - Current

Sr Project Manager, Clinical Communications

Stanford Health Care (Apex)
09.2021 - 01.2022

Sr Implementations Manager, Lead Client Care Mgr

VeeOne Health, Inc.
05.2020 - 09.2021

Virtual Care Solutions Lead, Sr. Project Manager

Adventist Health System, West
04.2017 - 05.2020

Sr Application Specialist - TeleHealth

Adventist Health System, West
03.2015 - 04.2017

Sr Application Support Analyst

Adventist Health Systems, West
11.2012 - 03.2015

Application Analyst, PC Support Technician

Adventist Health System, West
08.2011 - 11.2012

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David R. McClain