Open To Work
Melissa Isacoff
LinkedIn (CLEAR and Verified): https://www.linkedin.com/in/melissaisacoff/
Greater Boston Area
Summary
A proven track record in successfully executing complex software and equipment implementations, overseeing all phases of customer and partner onboarding and educational training initiatives, and managing product configuring and every facet of customer acquisition, retention and customer success. Experienced with overseeing complex implementation processes. Utilizes strategic planning and cross-functional team leadership to ensure project success. Track record of streamlining operations and enhancing efficiency through innovative solutions.
Overview
25
25
Years of Professional Experience
Work History
Operations Implementation Manager
Longevity Health Plan
02.2024 - Current
- Led implementation of operational strategies to enhance efficiency and reduce costs.
- Developed project plans and timelines to align cross-functional teams on objectives.
- Streamlined processes through continuous improvement initiatives, enhancing workflow productivity.
- Managed vendor relationships, negotiating contracts to optimize service delivery and performance.
- Analyzed operational data to identify trends, driving informed decision-making for process enhancements.
- Collaborated with stakeholders to refine policies, ensuring alignment with organizational goals and standards.
Sr Director of Implementation
Fident Health (formerly Telehealth Solution)
01.2019 - 09.2023
- Championed new software and medical equipment systems to clients and all medical staff in Post-Acute and Acute settings
- Partnered with client leadership, directors, clinical leaders and internal leaders to ensure consistent communication and successful timeline milestones
- Successfully managed day-to-day client relationships, ensuring highest levels of satisfaction and delivering on clients' objectives
- Addressed issues with all client corporation leadership, partners and facilities level staff providing full onboarding, account management and technical support 24/7/365; traveled >45% on-site to clients
- Led all aspects of implementation, providing strategic counsel, and overseeing account administrative requirements
- Managed >300 Post-Acute and Acute facilities, consistently engaging and working on utilization
- Successfully engaged in strategic upselling within the SaaS sales process and transitioning additional buildings to our service
- Successfully executed technology-based projects, including EMR integration
- Analyzed use of product to report on progress toward key metrics and individual utilization goals
- Produced detailed reports and metrics for decision-making
- Managed product features and implementation optimization
- Guided feature prioritization, product releases, and customer engagement through collaboration with teams, clients, and partners
- Offered continued technical coaching and mentoring, contributing to team growth and development
- Analyzed existing technologies and proposed improvements to enhance efficiency and effectiveness
- Led cross-functional teams to implement telehealth solutions, ensuring alignment with organizational goals.
VP of Operations, Project Management
Inspiring Designs
09.2007 - 08.2019
- Streamlined operational processes to enhance efficiency across multiple departments.
- Created and monitored contracts, SOWs, and service level agreements
- Finalized project financial records for clients
- Recruited, managed and hired third party contractors
- Directed off-site team design and transition
- Oversaw a large portfolio of projects for fortune 500 client companies
- Collaborated with various teams and stakeholders
- Developed creative presentations and marketing collateral
- Managed budget allocation and resource utilization
- Developed account management planning strategies
- Demonstrated products to potential customers
- Investigated and integrated new strategies
- Optimized business development strategies
- Captured new customers through marketing
- Analyzed operational data to identify trends, optimize workflows, and improve performance metrics.
Senior Quality Assurance Engineer
Elliot Health Systems
08.2002 - 09.2007
- Managed EMR and EPIC software implementations and educational courses and trainings
- Collaborated with all levels of the organization
- Traveled to different clinical sites for training
- Proposed development and testing improvements
- Gathered data on integration issues
- Conducted ongoing sessions to educate employees
- Processed monthly reports and provided ROI reviews
- Produced and maintained technical documentation
- Trained and guided team members while collaborated closely with all clinical staff
- Spearheaded and implemented new projects; oversaw internal and external projects
- Defined testing protocols and quality assurance initiatives
- Trained and guided onsite and offsite team members in quality assurance standards, policies and procedures.
Education
Bachelor of Science - Business Administration And Management
Timeline
Operations Implementation Manager - Longevity Health Plan
02.2024 - Current
Sr Director of Implementation - Fident Health (formerly Telehealth Solution)
01.2019 - 09.2023
VP of Operations, Project Management - Inspiring Designs
09.2007 - 08.2019
Senior Quality Assurance Engineer - Elliot Health Systems
08.2002 - 09.2007
Southern NH University (SNHU) - Bachelor of Science, Business Administration And Management