Lindsay Eksten
Webster
Summary
Results-driven professional with a proven track record in achieving organizational goals and exceeding expectations. Skilled in developing and implementing strategic initiatives to drive business growth and enhance operational efficiency. Adept at building and maintaining strong relationships with clients, stakeholders, and cross-functional teams. Strong leadership abilities with a focus on motivating and empowering team members to deliver exceptional results.
Overview
17
17
years of professional experience
Work History
Senior Software Implementation Consultant
PointClickCare Technologies
07.2022 - Current
- Effectively managed multiple concurrent projects while maintaining high levels of quality and meeting strict deadlines.
- Reduced client onboarding time with efficient project management and clear communication strategies.
- Enhanced customer satisfaction by providing timely issue resolution and thorough post-implementation support.
- Provided expert guidance on system integration strategies that resulted in seamless data migration efforts.
- Evaluated client feedback to identify areas for improvement in future implementations, fostering continuous process improvement.
- Streamlined software implementation processes by identifying areas for improvement and implementing best practices.
- Established strong rapport with clients through open lines of communication, gaining trust and fostering long-term relationships.
- Collaborated with cross-functional teams to develop customized software solutions tailored to clients'' unique needs.
- Troubleshot complex technical issues, collaborating closely with developers to ensure prompt resolution of problems impacting clients'' business operations.
- Facilitated smooth transitions from legacy systems to new software platforms with minimal disruption to client operations.
- Consistently exceeded customer expectations by delivering exceptional service throughout the entire implementation lifecycle.
- Managed risks during implementations by analyzing potential issues early on in the planning phase.
- Developed detailed project plans outlining tasks, timelines, and resources required for successful implementation projects.
- Conducted comprehensive user training sessions, empowering clients to effectively utilize new software applications.
Manager, Customer Support
PointClickCare
05.2021 - 07.2022
- Managed daily operations for the customer support team with a focus on optimizing customer experience
- Ensured departmental KPIs and OKRs are achieved
- Fostered a positive work environment for continued growth and collaboration
- Assisted with customer escalations
- Ensured communication between the support team, Professional Services and PEO
- Worked collaboratively with the larger support organization
- Managed and facilitated change management and process improvement
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Admitting Coordinator
Monroe Community Hospital
09.2017 - 05.2021
- Coordination and management of all daily operations in the admitting department
- Developing and implementing admitting practices, policies and procedures
- Supervision over Clinical Admissions Coordinator and clerical staff within the admitting department
- Clinical and financial reviews of all applicants to Monroe Community Hospital
- Responsible for ensuring quality reimbursement with each admission
- Maintains optimal census based on budget goals
- Facilitates all bed coordination among the 566 licensed beds at Monroe Community Hospital, including pediatric, ventilator, rehabilitation and long-term care
- Ensures compliance with all infection control as it relates to admissions
- Utilizes an inclusive interdisciplinary team approach to support Monroe Community Hospital’s mission and vision
Medical Social Worker
Monroe Community Hospital
03.2015 - 09.2017
- Assesses psychosocial needs of patients during continued stay in the facility by participating in interdisciplinary health care team formulation of the patient care plan
- Establishes social work goals to aid patients, their families or responsible parties in dealing with the medical problem concerned
- Provides supportive social work services to help patients cope with their illnesses, disabilities and anticipated length of stay in the facility
- Provides consultation to facility staff regarding the social and emotional aspects of patients health care and treatment
- Records significant social services progress data and periodic reassessment in patient medical records
- Determines psychosocial implications of potential patient discharge or transfer to different levels of health care and aids facility staff, patients, and their families in implementation of arrangements
- Modifies social service goals or treatment consistent with changes in patient care needs
- Maintains information on community and health resources which can be utilized during patient care and subsequent to discharge; coordinates discharge planning and related case management
- Participates in the development and implementation of, and adherence to, facility policy regarding social services aspects of patient care
- Prepares a variety of narrative records and reports related to the work
Regional Resource Development Specialist, Traumatic Brain Injury Waiver Program
Rochester Regional Health, New York State Department of Health
07.2011 - 03.2015
- Responsible for the development, management, administration, and monitoring of the HCBS waiver for the RRDC on a regional level
- Promoted participant choice, ensured the delivery of high quality services, assisted in the development of needed services and oversees waiver cost-effectiveness
- Collaborated with local government entities, health care service providers and advocacy groups to develop a network of services and supports in the community
- Responsible for managing and delivering the program objectives of transition, repatriation, diversion, waiver administration and resource development
- Responsible for implementing the HCBS waiver, facilitating access to waiver program supports for eligible individuals in the community or other health care setting
- Made provider enrollment recommendations to DOH
- Provide training to potential providers regarding the philosophy, policies and procedures of the waiver
- Provide data to DOH regarding regional needs, outcomes, quality assurance, quality improvement and cost savings demonstrating proficiency in Microsoft Office, including Level 3 Excel Training
- Develop strong linkages with inpatient rehabilitation units and long term care facilities to strengthen the integrated system of TBI rehabilitation and to facilitate community re-entry from these institutions
- Responsible for all intake and referral, review of referrals for completeness and appropriateness, face to face intake and application paperwork
- Responsible for providing guidance to outside health care providers on insurance and enrollment requirements
Research Study Coordinator, Central New York Research Corp.
U.S. Dept. of Veteran’s Affairs
09.2009 - 07.2011
- Recruitment, screening, scheduling and consenting of research subjects
- Coordination of research team activities in VA health care setting
- Management of all study related documentation including tracking and reporting progress of research studies
- Entry of study-related data into various databases and checking the data for accuracy
- Ensure protocol compliance for studies
- Assists in the submission of documentation to all Institutional Review Boards
- Provided assistance with study-related budgets
- Provided assistance with all new grant applications for health-related research studies in the health care
Manager of Service Coordination
The Center for Disability Rights, Inc.
03.2008 - 08.2009
- Provided supervision and support for service coordinators in three Medicaid waiver programs
- Reviewed and corrected service plans to ensure quality and completeness
- Maintained contact with various health care service providers on behalf of waiver participants, as needed
- Maintained communication with the Regional Resource Development Center and Developmental Disabilities Services Office
- Responsible for completing payroll for service coordination staff
- Ensured completeness of case notes
- Ensured chart compliance and quality of services
- Ensured monthly face to face meetings are conducted by all service coordinators in order to complete monthly billing requirements
- Provided advocacy and support to all the individuals served
- Assisted participants in maintaining and obtaining services that will assist them to live within the community
Education
Master of Public Administration - Health Care Management, Certificate in Nonprofit Management
The College at Brockport
Rochester, NY01.2009
Bachelor of Arts - Sociology, Concentration in Criminal Justice, Minor in Human Resource Management
St. John Fisher College
Rochester, NY01.2006
Skills
- Software development life cycle
- Resource planning
- Communication and team collaboration
- Software integration
- Implementation management
- Organizational skills
Timeline
Senior Software Implementation Consultant
PointClickCare Technologies
07.2022 - Current
Manager, Customer Support
PointClickCare
05.2021 - 07.2022
Admitting Coordinator
Monroe Community Hospital
09.2017 - 05.2021
Medical Social Worker
Monroe Community Hospital
03.2015 - 09.2017
Regional Resource Development Specialist, Traumatic Brain Injury Waiver Program
Rochester Regional Health, New York State Department of Health
07.2011 - 03.2015
Research Study Coordinator, Central New York Research Corp.
U.S. Dept. of Veteran’s Affairs
09.2009 - 07.2011
Manager of Service Coordination
The Center for Disability Rights, Inc.
03.2008 - 08.2009
Bachelor of Arts - Sociology, Concentration in Criminal Justice, Minor in Human Resource Management
St. John Fisher College
Master of Public Administration - Health Care Management, Certificate in Nonprofit Management
The College at Brockport
Similar Profiles
Blake J PraegerBlake J Praeger
Account Executive-Revenue Growth at PointClickCare TechnologiesAccount Executive-Revenue Growth at PointClickCare Technologies
Sumeet TatlaSumeet Tatla
Senior Software Engineer at PointClickCareSenior Software Engineer at PointClickCare
Laura HonlLaura Honl
Technical Project Manager at POINTCLICKCARETechnical Project Manager at POINTCLICKCARE