Ronesha Williams
Atlanta,GA
Summary
Healthcare Account Manager with 5+ years of experience working for hospitals to streamline patient experiences and insurance negations. Comprehensive knowledge of the health care industry and great communication and presentation skills led to $3M in additional revenue. Expert user of EHR Systems, Salesforce and CRM Software.
Overview
6
6
years of professional experience
Work History
Account Manager
CareXM
Remote
10.2023 - Current
- Manage 12+ major customer accounts with hospitals valued at $3M, deliver a variety of healthcare solutions to support patient management, and serve as the point of contact for stakeholders.
- Worked with healthcare providers to create improved patient scheduling practices that resulted in increased customer satisfaction and reduced wait times by 26%.
- Created comprehensive reports on account performance and presented them to senior management.
- Collaborated with marketing team to develop promotional materials for clients.
- Provided technical support to customers using SaaS products.
- Managed customer relationships using Salesforce CRM software.
Customer Success Manager
Babylon Health
01.2021 - 09.2023
- Acted as a Trusted Advisor, overseeing client relationships and leading implementation efforts.
- Managed complex accounts and supported customers through the resolution process, solving a variety of issues with a 97% satisfaction rating.
- Provided customer onboarding and training to ensure successful product adoption.
- Researched new technologies and initiatives to improve customer experience.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
Account Service Manager
Comprehensive Health Care
12.2019 - 01.2021
- Led client relationship efforts, fostering high client satisfaction and retention.
- Created and implemented strategies to improve customer service processes and procedures.
- Coordinates renewal process, system training and quarterly business reviews.
- Provide recommendations for improvements to meet customer expectations, which included researching, resolving technical tickets by phone or email.
- Develop cadence of regular, proactive client meetings to establish strong connectivity with key stakeholders; deliver quarterly Executive Reviews to facility leadership to review business deliverables and evaluate new opportunities
Client Success Coordinator
Aetna Better Health of Virginia
01.2018 - 12.2019
- Added 20+ new accounts for a total value of more than $2M in annual revenue
- Deliver non-clinical facility training and support new program implementation
- Manage routine client support activities and resolution of routine to complex client issues and requests. Answer client questions over the phone or via email
- Responsible for activities associated in onboarding new facilities such as collection of resident information and medical records; scheduling, attending, and some facilitation of facility staff training; informing pharmacy of facility needs; serving as single point of contact for facility throughout onboarding process
- Identify at-risk accounts and consult with internal partners to assist with development of action plans to address customer risks and opportunities, update customer on progress
Education
MA - Health and Human Service Counseling
Liberty University
05.2019
BA - Sociology
University of North Carolina at Charlotte
05.2017
Skills
- Client Relationship Management
- Contract Negotiation
- Account Management
- Customer Training
- Project Management
- Customer Relationship Management (CRM)
- Preparing contracts
- Business Development
- Technical Skills
- Start up experience
- Salesforce CRM
- Customer Retention
- B2B Sales
- Presentation Skills
Timeline
Account Manager
CareXM
10.2023 - Current
Customer Success Manager
Babylon Health
01.2021 - 09.2023
Account Service Manager
Comprehensive Health Care
12.2019 - 01.2021
Client Success Coordinator
Aetna Better Health of Virginia
01.2018 - 12.2019
MA - Health and Human Service Counseling
Liberty University
BA - Sociology
University of North Carolina at Charlotte
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