Jamila Steele

Provided expert guidance to healthcare organizations, partnering with executives to optimize technology utilization, improve operational efficiency, and strengthen customer relationships.

• Manage a strategic portfolio of 60+ healthcare organizations, with individual customer accounts generating between $250K and more than $1M in annual recurring revenue, serving as the executive advisor responsible for customer success, retention, growth, and long-term partnership.
• Lead Quarterly Executive Business Reviews (QBRs) with executive stakeholders to review organizational goals, customer health, product adoption, operational performance, and strategic recommendations.
• Build trusted partnerships with physicians, C-suite executives, practice administrators, operational leaders, and business decision-makers.
• Develop strategic customer success plans that align technology solutions with customer business objectives while increasing adoption, satisfaction, and long-term retention.
• Analyze customer health indicators to proactively identify risks, uncover growth opportunities, and develop customer success strategies that improve business outcomes.
• Collaborate with Product Management, Engineering, Technical Support, Revenue Cycle, Implementation, and Leadership teams to resolve high-impact customer issues.
• Consult healthcare organizations on workflow optimization, operational efficiency, software utilization, revenue cycle best practices, and long-term business strategy.

Key Achievements

• Successfully retained a strategic customer generating more than $1M in annual recurring revenue by recovering a $200K identified attrition risk after the client had already committed to a competing vendor, rebuilding executive trust and preserving a high-value partnership.
• Successfully mitigated attrition across 30+ customer accounts since being in the role, preserving millions of dollars in recurring revenue through proactive customer engagement, executive relationship management, and strategic success planning.
• Successfully retained customers preparing to downgrade services by demonstrating strategic business value, ultimately securing full renewals and upgraded solution packages.
• Surpassed customer satisfaction benchmarks through strategic engagement initiatives.
• Recognized for exceptional lead generation performance.

Facilitated successful go-live execution for healthcare organizations nationwide, ensuring seamless software implementation and user readiness.

• Facilitated nationwide delivery of 80+ healthcare software implementation and training initiatives to enhance client capabilities.
• Served as the primary onsite implementation consultant and athenaOne subject matter expert throughout customer onboarding.
• Facilitated instructor-led training sessions for physicians, providers, administrators, and clinical staff.
• Delivered targeted coaching to providers, emphasizing software adoption and streamlined operational processes.
• Conducted in-depth evaluations of workflows and designed customized training initiatives to align with operational goals.
• Executed mock go-live exercises aimed at validating implementation readiness and delivering effective post-go-live assistance.

Delivered virtual and in-office clinical support while coordinating patient care, scheduling, EMR documentation, insurance processing, laboratory services, physician support, and patient education.

• Assisted providers with patient intake, prescriptions, laboratory orders, ultrasounds, and minor procedures.
• Educated patients on treatment plans and medication administration protocols.
• Collected and processed laboratory specimens for diagnostic testing accurately.
• Supported clinical staff by preparing examination rooms and sterilizing equipment for procedures.
• Maintained compliance with HIPAA, OSHA, CMS, CLIA, and state regulatory requirements
• Supported the front office with insurance verification and patient intake procedures.
• Mentored other medical assistants in training, fostering skill development and team cohesion.