Kari Ninkovic
Wauwatosa,WI
Summary
Dynamic healthcare professional with 20 years of experience, adept at relationship management and data-driven decision-making. At Health Catalyst, I enhanced customer satisfaction through tailored success strategies and optimized workflows, empowering teams to achieve operational excellence. Proven track record in coaching and mentoring, alongside expertise in Epic systems and electronic medical records.
Overview
19
19
years of professional experience
Work History
Manager, Product Support
Health Catalyst
03.2025 - Current
- Lead the day-to-day operations of the Product Support Team, ensuring efficient and high-quality service delivery. Manage staffing, workflows, and support request prioritization.
- Act as the primary point of escalation for internal barriers, blockers, and client issues. Resolve conflicts and facilitate solutions within the support team and across other departments.
- Provide coaching, support, and resources to empower Product Support Agents to succeed. Foster an environment that promotes growth and continuous improvement.
- Expert-level understanding of the Vitalware platform (Healthcare revenue cycle management) and how it is used by customers to support both team members and clients. Serve as the first point of escalation for configuration and product-related inquiries.
- Collaborate with Subject Matter Experts (SMEs) to optimize the case management system (currently Jira Service Management). Support the Director in delivering timely and accurate reports on team performance, customer feedback, and resolution metrics.
- Regularly evaluate Product Support Agents’ performance, providing constructive feedback, coaching, and professional development opportunities. Oversee the recruitment and onboarding processes to ensure smooth integration of new team members.
- Continuously assess and refine team processes to eliminate inefficiencies, reduce redundancies, and improve overall customer satisfaction. Share best practices with the team and the broader organization.
- Serve as a key stakeholder in product improvement initiatives, including participating in meetings, testing, and providing feedback on proposed platform changes.
Senior Customer Success Manager
Health Catalyst
02.2022 - 02.2025
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Defined clear targets and objectives and communicated to other team members.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Support and Optimization Associate
UW Health
08.2020 - 02.2022
- Serve as the point person within the Epic Operations team for any clinical information related system.
- Work with users at clinical, staff, management and executive levels regarding perceived needs and processes related to EPIC workflows.
- Support Managers, Lead Physicians, Clinic Dyads, QSI Coaches, site Super Users and others in their learning and understanding of EPIC functionality/limitations and associated organizationally approved workflows.
- Escalate issues as needed to ensure consistency across clinic operations, and the protection of clinical time/efforts.
- Work with primary and specialty departments to review and/or develop necessary documentation templates for use with the clinic system.
- On-Call Ambulatory remote support
- Work with customers to understand and create improved workflows.
- Assist team as requested regarding the development, implementation, configuration, facilitation and/or training and support for both commercial and in-house developed systems.
Cardiac Stress Technician
Advocate Aurora Health Care
01.2020 - 08.2020
- Provided compassionate care to patients throughout testing, alleviating anxiety and addressing concerns as needed.
- Documented vascular data such as edema, oxygen saturation, and blood pressure to contribute to accurate diagnoses.
- Developed strong rapport with patients, establishing trust early on in the testing process.
- Managed confidential medical records efficiently, adhering to strict HIPAA guidelines at all times.
- Contributed to team success by staying up-to-date on industry best practices and participating in ongoing professional development opportunities.
- Educated patients on pre-test preparations, enabling them to arrive prepared for their appointments, thus reducing delays or cancellations.
- Worked effectively in fast-paced environments.
Patient Access Support Specialist
Children's Wisconsin
02.2018 - 01.2020
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Offered assistance in implementing and developing training programs.
- Facilitated seamless software upgrades by guiding users through change management processes effectively.
- Provide initial systems training and ongoing training of personnel throughout all of patient access.
- Assess, plan, develop, and deliver evaluated education programs designed to improve staff performance and competencies.
- Identify areas for improvement to support optimal business operations.
- Perform monthly and quarterly audits to assure quality
Certified Medical Assistant
Children's Wisconsin
04.2016 - 02.2018
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Collaborated with interdisciplinary teams to create comprehensive care plans tailored to individual patient needs.
- Collected and documented patient medical information such as blood pressure and weight.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Prepared lab specimens for diagnostic evaluation.
- Completed EKGs and other tests based on patient presentation in office.
- Measured patient spirometry.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Certified Medical Assistant
Froedtert Health
06.2011 - 07.2015
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Collaborated with interdisciplinary teams to create comprehensive care plans tailored to individual patient needs.
- Collected and documented patient medical information such as blood pressure and weight.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Prepared lab specimens for diagnostic evaluation.
- Completed EKGs and other tests based on patient presentation in office.
- Measured patient spirometry.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Certified Nursing Assistant
Aurora Health Care
05.2010 - 06.2011
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Documented patient information and care activities in electronic health record.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Built rapport with patients and families, providing emotional support during difficult times.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Store Manager
MaxRave
05.2008 - 05.2010
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Rotated merchandise and displays to feature new products and promotions.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Store Manager
Wet Seal
11.2006 - 05.2008
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Interacted well with customers to build connections and nurture relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Rotated merchandise and displays to feature new products and promotions.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Approved regular payroll submissions for employees.
- Reported issues to higher management with great detail.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Education
Master of Science - Organizational Leadership
Concordia University Wisconsin
Mequon, WI08.2023
Bachelor of Arts - Health Administration
Concordia University Wisconsin
Mequon, WI12.2014
Certificate - Medical Assistant Program
Concordia University Wisconsin
Mequon, WI06.2011
Skills
- Relationship Management
- Teamwork and Collaboration
- Customer Relationship Building & Management
- Employee Coaching and Mentoring
- Data-driven decision-making
- Project Planning
- Managing Operations and Efficiency
- Strategic communications
- Customer Account Management
- Analytical Thinking
- 20 years Health Care Experience
- Previous Epic Ambulatory Certification (Obtained February 2021)
- 5 years Training, Workflow Optimization, and Project Implementation
- Credentialed Epic Trainer (ADT & Prelude)
- Electronic Medical Record Experience with Athena, Cerner, and Epic
Timeline
Manager, Product Support
Health Catalyst
03.2025 - Current
Senior Customer Success Manager
Health Catalyst
02.2022 - 02.2025
Support and Optimization Associate
UW Health
08.2020 - 02.2022
Cardiac Stress Technician
Advocate Aurora Health Care
01.2020 - 08.2020
Patient Access Support Specialist
Children's Wisconsin
02.2018 - 01.2020
Certified Medical Assistant
Children's Wisconsin
04.2016 - 02.2018
Certified Medical Assistant
Froedtert Health
06.2011 - 07.2015
Certified Nursing Assistant
Aurora Health Care
05.2010 - 06.2011
Store Manager
MaxRave
05.2008 - 05.2010
Store Manager
Wet Seal
11.2006 - 05.2008
Master of Science - Organizational Leadership
Concordia University Wisconsin
Bachelor of Arts - Health Administration
Concordia University Wisconsin
Certificate - Medical Assistant Program
Concordia University Wisconsin
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