Jessica Wilson

Senior Associate Manager, Customer Success Management

athenahealth

07.2015 - Current

Manage First Year Live Book of Business (between 45-65 clients) – Making sure clients are Go-Live ready and will have Revenue Cycle Success in their first 12 months.
Communicating risk if needed and making sure the client is following Best Practices for top athena performance and revenue.
Work with clients directly after sales process is completed.
As CSM, I ensure a successful implementation into athena, providing continued support through their first year live in athenanet.
Communicating effectively to all internal and external stakeholders.
Understand client concerns and provide resources, workflows, training, and feedback.
Recognize clients’ need for additional products, services of athena’s and outside vendor support.
Why Stay retention – Provide clients with a business plan to continue with athena and not chose another EMR system.
Completed over 72% of the Quarterly Business Reviews for 2023. 86% Completion for 2024.
Maintained a 96.5% overall score in CSM (Customer Success Manager) User Health from 2020- Current.
54.3% Response Rate in Net Promoter Score (NPS).
Enrollment SME/Jedi (insurance electronic connections, credentialing, claim formatter, claim holds, etc.) – I have served as an Enrollment SME since coming over to the Customer Success role and I support all Small Group peers, leadership, and clients.
I am also a part of the Enrollment Jedi team that supports FYT and established clients.
I work with escalated clients that have enrollment issues, claim holds, revenue gaps, and enrollment implementation issues and resolve new and ongoing issues.
NPS Jedi (Net Promoter Score) – Help drive results for our team.
I created all training decks for the new hire classes the last 2 years and completed all training and deep dives for new hires and tenure peers.
Collector and Communicator implementation of new clients in Onsite and Virtual, TIN Conversions, Department adds, RHC/FQHC, and Continuous Growth Clients – Including the setup of US Bank and CCP.
Meeting all Internal and external team needs.
Proactively reaching out to clients to communicate risk.
Identifying issues and appropriate resolution.
Complete live training via WebEx and Microsoft Teams.
Mentoring new CSM.
Working on team projects and department projects while managing a full book of business.
Projects at athena over the last few years Tableau Dashboard Beta's for Revenue Realization, Medical Coding, Authorization Management and Revenue Cycle Success SME/Jedi for Enrollment and Net Promoter Score.
Vetting out new workflows with our Pay portal team for better client experience.
Beta with new Work Platform in Salesforce.
Time Study to understand the Configuration process and timelines.
Completed MDVIP workflow for Configuration Associates.
Updating and Standardizing of all client training and workflows –Included the CaTs training team for insight and updated workflow.
Banking and CCP Resource Guide for Configuration Associates.
Product development, setup, and testing of the new Go Live Readiness Dashboard.
Assisted with Product Development for Enrollment related pages in athenanet.
Beta for Optimal Remittance for ERA (electronic remittance), what makes sense for the client for claims holding with this enrollment.
Banking/CCP 4:1 process.
Created reporting for all Configuration Associates – Client eligible for transition to Post Live Enrollment.