- Traveling to famous landmarks, historical sites, and cultural attractions
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Participating in fundraising events to support local charities, schools, or community projects
- Avid coffee drinker, always seeking out hip coffee spots
Jessica Dent
Middletown,CT
Summary
I am an experienced quality improvement manager, excelling in quality improvement and strategic planning. An expert in CRM software and EHRs. Skilled in fostering strong relationships and analytical thinking. Through my various roles I've driven substantial revenue growth for multiple practices and providers. I bring skills in customer relations, quality improvement and change management for optimal customer success.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Applied Research Works / Cozeva
08.2024 - Current
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Assisted clients in understanding our software and utilizing it to close gaps for HEDIS, STARS and other quality improvement programs
- Provide extensive knowledge of NCQA and HEDIS tech specs to my clients for population health management and goals
- Coordinate with internal teams to provide prompt support and address client needs efficiently.
- Enhance customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conduct post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Manage a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction. Meeting on a cadence per the client (weekly, bi-weekly, monthly)
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.
- Conducted in-depth product training sessions for clients, leading to increased product adoption and satisfaction.
- Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
Clinical Practice Transformation Specialist
Community Health Network of Connecticut
05.2022 - 07.2024
- Managed Medicaid quality improvement initiatives for multiple provider offices and provider groups
- Assisted accounts with maintaining PCMH standards and guidelines
- Met with accounts on a monthly or bi-monthly cadence to discuss strategic goals, roadmaps, and achievements
- Analyzed patient data for each group in order to close gaps and succeed in quality improvement goals
- Assisted in HEDIS chart retrieval and submissions
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Clinical Analyst
UnitedHealth Group
11.2018 - 05.2022
- Managed multiple accounts for providers and practices involved in Medicare STARS quality programs
- Analyze data and information received from practices and providers to assist in quality goals
- Analyze and summarize quality metrics monthly
- Meet and collaborate with pharmacists, nurse care managers both internally and externally
- Serve as a liaison between UHC and our enrolled practices
- Comply with HEDIS and NCQA tech specs and requirements
- Perform comprehensive needs analysis of each healthcare organization
- Implement workflows for suspect condition coding by providers
- Perform workflow analysis for quality, pharmacy, scheduling and care management
- Work with providers and organizations on value-based incentives to meet market STARS goals
- Work with healthcare organizations and providers on patient satisfaction and goals to improve CAPHS scores and results
- Contributed to the development of strategic plans for the continued growth and evolution of clinical informatics within the organization.
- Identified areas for improvement in existing clinical workflows by conducting comprehensive assessments of current practices.
- Worked closely with clinicians to identify and prioritize system enhancements based on their potential impact on patient care.
Education
Master of Science - Healthcare Management
University of Massachusetts
MA05-2017
Skills
- Customer account management
- Quality Improvement
- Strategic planning
- CRM software
- Account management
- Proficient in multiple EHR's
- SME STARS Quality Program
- Analytical thinking
- Process improvement expertise
Interests
Timeline
Customer Success Manager
Applied Research Works / Cozeva
08.2024 - Current
Clinical Practice Transformation Specialist
Community Health Network of Connecticut
05.2022 - 07.2024
Senior Clinical Analyst
UnitedHealth Group
11.2018 - 05.2022
Master of Science - Healthcare Management
University of Massachusetts
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