PAIGE GARDZIOLA
New York,NY
Summary
Dynamic leader in Healthcare Operations and Customer Success with over a decade of experience managing cross-functional teams and enhancing workflows across clinical, technical, and distributed environments. Expertise in workflow automation, dashboard development, and program expansion, complemented by a strong track record of engaging senior-level stakeholders. Recognized for developing standard operating procedures (SOPs), driving operational efficiency, and effectively leading escalations. Collaborative partner with product and engineering teams, adept at translating customer business requirements into actionable improvements that elevate service delivery and client satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Customer Success
Clinician Nexus
09.2022 - Current
- Support the Director of Customer Success across two SaaS products, leading a 16-person distributed team serving 30 health systems, 227 schools, and 50k monthly users; improved SLA compliance from 88%→95%, increased on-time delivery by 30%, accelerated go-live timelines by 10%, and maintained sub-2-minute chat response times despite 30% product growth and no added headcount.
- Act as the final escalation owner for high-risk issues, managing 4 escalations per quarter and reducing time-to-resolution from 8→5 days; lead cross-functional triage with Product, Engineering, Implementation, and Support to drive root-cause resolution and preserve customer relationships, saving 2 at-risk accounts.
- Build and maintain SOPs, playbooks, and client-facing resources while driving team enablement through structured training, documentation, and operating rhythms, increasing workflow adherence by 15% and strengthening overall operational reliability.
- Partner with Product and Engineering to translate customer requirements into roadmap inputs, release readiness needs, and supportability improvements, while identifying and driving growth opportunities; contributing to 2 account expansions and 3 upsells across both product lines.
- Remote
Practice Manager I
Sentara Medical Group
11.2024 - 07.2025
- Directed daily operations across multi-provider practices including staffing, workflows, scheduling, and performance, and redesigned intake and scheduling workflows, increasing throughput by 50% and reducing scheduling errors by 20%.
- Improved patient access and operational efficiency through cross-functional collaboration, reducing time to first appointment from a 6-month health-system average to 3.5 months; implemented standardized workflows and documentation practices to increase operational consistency.
- Managed claims and eligibility-related workflows tied to practice operations.
Operations Manager, IT Project Management
United States Navy
01.2013 - 11.2024
- Led 10 direct reports while supporting operations across 5 simultaneous sites, maintaining 95% system uptime in mission-critical environments requiring continuous availability.
- Directed cross-functional coordination and issue response across technical and operational stakeholders, ensuring rapid problem resolution and preventing downtime impacts to multi-site operations.
- Developed 14 SOPs, training programs, and operational guides that reduced onboarding and training time for new personnel from 6–12 months to 3–4 months and improved workflow reliability across distributed teams.
- Designed and maintained program-status dashboards and reporting tools that enabled data-driven decision-making and ensured 100% compliance on all inspections and readiness evaluations.
- Various Locations
Education
Executive MBA/MS - Healthcare Leadership
Cornell University
New York, NY05-2026
Graduate Certificate - Public Health Equity
Excelsior University
Global Campus01-2024
B.P.S. - Health Sciences Management
University of Virginia
Charlottesville, VA01-2023
Skills
- Program & Project Management
- Policy Analysis
- Workflow Optimization
- Cross-Functional Leadership
- Stakeholder Engagement
- Escalation Management
- Product & Engineering Partnership
- SOP Development, Training, & Enablement
- Smartsheet, Notion, Linear
- Ntracts, HubSpot
- Excel, PowerPoint, SharePoint
- Reporting Dashboards, Tableau
Websites
Certification
- LEAN/Six Sigma Yellow Belt, Tri-County Career Academy - December 2022
- Diversity, Equity, and Inclusion Training, eCornell - June 2024
Timeline
Practice Manager I
Sentara Medical Group
11.2024 - 07.2025
Manager, Customer Success
Clinician Nexus
09.2022 - Current
Operations Manager, IT Project Management
United States Navy
01.2013 - 11.2024
Executive MBA/MS - Healthcare Leadership
Cornell University
Graduate Certificate - Public Health Equity
Excelsior University
B.P.S. - Health Sciences Management
University of Virginia