Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Nominations
Generic

Heather DeCarlo

Gambrills,MD

Summary

Dynamic leader committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely direction and management of SAAS development and Quality Assurance tests alongside routine troubleshooting to facilitate system updates and transitions to minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average end users and internal team members.

Overview

28
28
years of professional experience

Work History

VP of Client Success

AMN Healthcare/SnapMD
10.2018 - Current
  • Manage Customer Success and Account Management Teams
  • Manage large scale Clients generating over $500,000/year of revenue
  • Interact with C-Suite Executives
  • Hire and manage employees to maximize productivity while training staff on best practices and protocols
  • Increase company growth through collaboration with sales and marketing departments
  • Spearhead cross-functional initiatives across departments to achieve business goals for bottom-line profits
  • Align organizational objectives with company mission to increase business growth and integrate work strategies
  • Contribute to SOC2 Audits and Compliance
  • Establish and direct successful programs focused on integration and interoperability
  • Shape solutions and approaches by leveraging trends in customer marketplaces and industries
  • Oversee business-wide changes to modernize procedures and organization
  • Direct technological improvements, reducing waste and business bottlenecks
  • Meet architecture compatibility and guidelines through effective troubleshooting
  • Make recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections
  • Plan for developed interfaces that simplified overall management and offered ease of use
  • Guarantee successful technical upgrade projects for clients by collaborating with developers for integrations
  • Oversee API Program
  • Manage Client and Vendor Integrations
  • Coordinate efficient large-scale software deployments
  • Evaluate project requirements and specifications for developed software applications that surpassed client expectations
  • Consult with engineering team members to determine system loads and develop improvement plans
  • Implement and manage SAAS software systems and integrations
  • Collaborate with engineers to evaluate software and hardware interfaces
  • Recommend systems upgrades and helped businesses to plan for technology to match growth
  • Discuss project progress with customers, collected feedback on different stages and directly addressed concerns
  • Contribute to project cost estimates and budgets based on assessment of client needs
  • Contribute ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements

EVP PRODUCT SUPPORT

NETWORKING TECHNOLOGY, INC. DBA RXNT
03.2011 - 10.2018
  • Functioned as Operations and Technical Manager of Project Management / Integration team, establishing compatibility with third party software products by developing programs for modification and integration
  • Directed all phases of small and large-scale full life cycle projects, and operations management of Product Support team
  • Analyzed contract performance for bids, budgets and forecasts, and developed methods to establish and clarify customer objectives
  • Enhanced the product development process by improving methodologies for tracking requirements and product releases
  • Demonstrated ability to lead and motivate Development and Product Support teams by encouraging creative thinking, problem solving, and empowerment
  • Closely collaborated with executive team to make necessary improvements and satisfy client needs
  • Created and maintained computerized record management systems to record and process data and generate reports
  • Recommend architectural improvements, design solutions and integration solutions
  • Provided continued maintenance and development of bug fixes and patch sets for existing web and mobile applications
  • Managed partner relationships
  • Led server infrastructure development, quality assurance, staging and production systems
  • Planned and implemented upgrades to system hardware and software

SR IT CONSULTANT

PARADIGM HEALTHCARE CONSULTANTS, INC.
04.1996 - 10.2011
  • Led multi-discipline medical facilities in producing a business plan that focused on all aspects of facility operations, including setting priorities and job assignments
  • Audited practices to ensure providers and staff are compliant with state and federal regulatory laws and policies
  • Set up and established best practices for successful clinical and business outcomes
  • Identified and corrected gaps in clinical and business workflows
  • Technical subject matter expert and point of contact for all project implementations
  • Provided guidance on Insurance carrier chargebacks
  • Supported new facility and new provider implementations
  • Demonstrated ability to lead and motivate outstanding healthcare teams
  • Created service level agreement for IT operational functions and help desk operations
  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns
  • Conducted research on network products, services, protocols and standards for network procurement and development efforts
  • Planned development of interfaces that simplified overall management and offered ease of use
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects
  • Guaranteed successful technical upgrade projects for clients by collaborating with developers for integrations
  • Coordinated efficient large-scale software deployments
  • Met architecture compatibility and guidelines through effective troubleshooting

Education

Associate of Arts - Business Administration And Management

Anne Arundel Community College
Arnold, MD

Skills

  • Issue & Project Tracking Software: JIRA, Assembla
  • CRM Applications: SalesForce, Hubspot
  • Agile methodologies
  • Operational Leadership

Accomplishments

  • Directed projects for large scale multi-million dollar U.S. and international government contracts, each with more than 10,000 users
  • Spearheaded a company-wide innovation initiative resulting in six new product offerings in under 12 months
  • Collaborated with prospective clients and vendors to prepare efficient product implementations and drive product development
  • Participated with stakeholders on a 2.5 million dollar mobile e-Prescribing contract including presentation, as well as directing new product specifications

Timeline

VP of Client Success

AMN Healthcare/SnapMD
10.2018 - Current

EVP PRODUCT SUPPORT

NETWORKING TECHNOLOGY, INC. DBA RXNT
03.2011 - 10.2018

SR IT CONSULTANT

PARADIGM HEALTHCARE CONSULTANTS, INC.
04.1996 - 10.2011

Associate of Arts - Business Administration And Management

Anne Arundel Community College

Nominations

AMN Healthcare Ethics and Compliance Champion 

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Heather DeCarlo