MARGARET PEG ONEILL
Plano,TX
Summary
Motivated and results-focused healthcare management professional with experience in Customer Success Management, Principal Medical Science Liaison, Clinical Solutions Consultant, respiratory therapy, rehabilitation operations, and clinical education, specializing in ER, ICU, Transport, OR, and clinical applications. Possess comprehensive industry knowledge, effective team leadership, and various technical skills. Demonstrated ability to provide education and training, lead successful teams through complex implementation projects, and deliver innovative solutions that exceed expectations. Strong business acumen, time management, and critical thinking skills will allow an easy transition of knowledge and experience across industries. Seeking clinical education and project management roles to apply a passion for winning to the growth of a top-tier firm.
Overview
14
14
years of professional experience
Work History
Principal Medical Liaison
BAXTER INTERNATIONAL/HILL ROM
03.2023 - 06.2024
- Baxter and Customer collaboration utilize Hill-Rom bed technologies to achieve mutually agreed key performance metrics
- Embedded Medical Science Liaison with Baylor Scott & White Healthcare System (14 facilities)
- Leveraged the C-Suite to obtain approvals on standardization programs and proactively address potential issues for a speedy resolution to contain the problems at the local level and not rise to the corporate level
- Met regularly with customer clinical leadership to review outcomes, possible barriers, and challenges and problem-solving solutions
- Identified the data set required to assess the impact of a solution designed for the collection methodology, selection of variables, and creation of algorithms to monitor the performance of a final solution
- Aided special projects in the therapeutic area, including medical affairs advisory boards, KOL interactions, Nurse training, scientific reviews, and investigator meetings
- Contributed to regional Medical Affairs strategy for clinical evidence generation
- Interacted with market access and commercial teams to provide regional support that enables the resolution of market access and funding issues
- Responsible for management to drive positive customer experience for North Texas Baylor Scott and White facilities
Customer Success Manager (Advanced Services)
OMNICELL CORP
08.2021 - 12.2022
- Responsible for Account Management activity to drive positive customer experience for large and complex health systems
- (35 accounts at Enterprise level) achieving a 95% renewal rate through proactive engagement and personalized success plans tailored to client needs
- Prepare issue analysis, status updates, and special reporting to management and customers for scheduled cadence calls
- Implemented a customer feedback loop using advanced CRM tools, leading to a 30% increase in product feature adoption and a 10% rise in NPS scores
- Provide critical insight and field experience with cross-functional groups to drive positive customer outcomes
- Demonstrates value to key stakeholders within a health system
- Entrusted to be the customer expert and advocate
- Maintain frequent communication with all levels of client interaction (i.e., Director of Pharmacy, IT, Pharmacy, Nursing, etc.) to ensure proactive, solution-oriented problem identification and resolution
- Continuous monitoring of customer support activity to proactively engage to help drive customer adoption, satisfaction, and loyalty
- Collaborated with the Sales account team to prioritize and help drive customer KPI achievements
- Prepare Joint Success Plans with customers to achieve KPI goals
- Developed and executed a strategic account management plan that increased upsell opportunities by 40%, contributing to a $1 million revenue growth in one fiscal year
- Implemented AI-driven analytic tools to improve customer insights, leading to a 25% increase in customer retention rates and a 20% decrease in churn
Clinical Solutions Consultant
MIDMARK CORP
04.2020 - 08.2021
- Deliver initial and ongoing product training to end customers to support Midmark RTLS implementations and to System Integrator staff to support channel sales efforts
- Complete understanding of workflows designed and configured during the implementation project
- Knowledgeable in Midmark RTLS reporting package to advise customers on best practices to ensure accurate reports, troubleshoot any inaccuracies in reported data, and ability to analyze and interpret information with customers to identify opportunities for clinical and operational improvement
- Provide clinical workflow consulting to Midmark RTLS customers (Acute Care, Clinic facilities)
- Supporting and servicing clinical customers through clinical software applications
- Presented pre-sales information to customers for RTLS
Clinical Application Specialist/Customer Success
INTERCOM, INC./ASCOM CORP.
05.2016 - 04.2020
- Provide onsite Nurse Call system and RTLS system training to hospital personnel
- Provide training for the Nurse Call system and RTLS data reports to Nurse Managers and Nursing Supervisors
- Provided pre-sales presentations to C-Suite customers on Nurse Call Systems and RTLS
- Conduct and document status reports for upper management on customer software integration, defects, and issues for scheduled cadence calls
- Facilitated meetings, delivered executive presentations, and resolved conflicts with resources at all levels
- Developed and designed educational presentations of the Company’s products
- Responsible for supporting and servicing as customer success manager for 20 healthcare facilities in Dallas/Fort Worth, TX
- Provide Go-Live and workflow support
- Generated analytical utilization reports to influence renewal business and drive user adoption
- Help drive adoption and maintain top accounts with critical stakeholders
- Ensured positive customer experience by proactively managing and growing customer relationships
- Responsible for Account Management activity to drive positive customer experience at Baylor Scott and White Healthcare System (14) in addition to other independent healthcare facilities in the Dallas Fort Worth area (6)
Clinical Education Specialist – Peri Operative
ADECCO/GE HEALTHCARE
11.2015 - 02.2016
- Contract position with GE Healthcare
- Provided education and training to physicians, anesthesia personnel, and CRNAs on anesthesia products
- Implemented innovative teaching methods such as simulations, role-playing exercises, and case studies to enhance critical thinking skills in learners.
REGISTERED RESPIRATORY THERAPIST
Medical Center of McKinney
01.2010 - 01.2015
- Critical Care (ICU, ER, and OR) therapist
- Charge Therapist for Night Shift
- Superuser for Meditech charting system
- Produced departmental policies and procedures and ensured adherence as committee chair.
- Assisted physicians and nurses in evaluating and determining respiratory interventions.
- Performed RT techniques such as ABG interpretation with APOC I-stat machines.
- Collected, analyzed, and interpreted chemistry panels, including electrolytes, lactate, coagulation, and hematology.
Education
Master of Science - Health Informatics
UNIVERSITY OF TEXAS, RIO GRANDE VALLEY
EDINBURG, TXBACHELOR OF ARTS - HEALTHCARE MANAGEMENT
Ottawa University
Ottawa, KSASSOCIATE OF APPLIED SCIENCE - RESPIRATORY THERAPY
Kettering College of Medical Arts
Kettering, OHSkills
- Sales
- Tableau
- Microsoft Power BI
- CRM Software (Salesforce, Gainsight)
- Business Acumen
- Google Analytics
- Excel
- Presentations
- Time Management
- Data Analysis
- Slack
- Microsoft Teams
- Jira
- Process Improvement
- Project Management
- Operations Management
- Strategic Planning
- Clinical EMR Software Programs
- Critical Thinking
- Conflict Resolution
- Respiratory Therapy
- Clinical Software Programs
- Clinical and non-clinical Program Implementations
- Physician & Nursing Education Training
- Critical Care (ER, ICU, Transport, and OR)
- Customer Retention
- Contract Management
- Clinical workflow optimization
- Data analysis
- Healthcare compliance
- Customer relationship management
- Account management
- Market access strategy
- Stakeholder engagement
- Cross-functional collaboration
- Problem solving
- Team training
- Clinical data analysis
- Customer engagement
- Relationship building
- Outcome assessment
- Problem resolution
- Regulatory knowledge
- Training development
- Stakeholder communication
- Performance monitoring
Area Of Expertise
- Sales
- Tableau
- Microsoft Power BI
- CRM Software (Salesforce, Gainsight)
- Business Acumen
- Google Analytics, Excel
- Presentations
- Time Management
- Data Analysis
- Slack, Microsoft Teams, Jira
- Process Improvement
- Project Management
- Operations Management
- Strategic Planning
- Workflow Design
- Clinical EMR Software Programs
- Critical Thinking
- Conflict Resolution
- Respiratory Therapy
- Clinical Software Programs
- Clinical and non-clinical Program Implementations
- Physician & Nursing Education Training
- Critical Care (ER, ICU, Transport, and OR)
- Communication
- Customer Retention
- Contract Management
Timeline
Principal Medical Liaison
BAXTER INTERNATIONAL/HILL ROM
03.2023 - 06.2024
Customer Success Manager (Advanced Services)
OMNICELL CORP
08.2021 - 12.2022
Clinical Solutions Consultant
MIDMARK CORP
04.2020 - 08.2021
Clinical Application Specialist/Customer Success
INTERCOM, INC./ASCOM CORP.
05.2016 - 04.2020
Clinical Education Specialist – Peri Operative
ADECCO/GE HEALTHCARE
11.2015 - 02.2016
REGISTERED RESPIRATORY THERAPIST
Medical Center of McKinney
01.2010 - 01.2015
Master of Science - Health Informatics
UNIVERSITY OF TEXAS, RIO GRANDE VALLEY
BACHELOR OF ARTS - HEALTHCARE MANAGEMENT
Ottawa University
ASSOCIATE OF APPLIED SCIENCE - RESPIRATORY THERAPY
Kettering College of Medical Arts
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