Samantha Sutter

Experience

• 

  FinThrive

  Aug 2002 - Aug 2023

  Directed a global cross-functional team of 45+ remote Solution Managers, Inventory Analysts, Contract Analysts, and Quality Assurance Analysts, in providing dedicated support to the top three revenue customers of the Contract Manager technology solution/product.• Implemented FinThrive Contract Manager for 95 hospitals, achieving live status and full adoption.• Built strong customer relationships, driving net revenue retention.• Managed customer satisfaction and achieved a 4.7 rating in 2022 and 2023.• Created Key Performance Metric dashboards in Power BI and Salesforce for account monitoring.• Reduced Contract Loading time from 30 to 7 days through best practices.• Improved High Case SLA Metrics from 76% to 92%.• Led Lean Six Sigma process improvement initiatives.• Achieved high employee engagement, retention, and 15+ internal promotions through team leadership.• Managed customer escalations and ensured clear communication.• Implemented monthly reviews and audit checklists for contract loading, improving quality.• Developed department-wide monthly metrics for contract loading quality evaluation.• Created training materials for standardized processes.• Coordinated Tier 1 support with third-party vendor, improving response time.• Monitored KLAS, CSAT, NPS scores, and customer feedback to drive improvements.• Collaborated cross-functionally to align with strategic accounts' needs. Show less Managed staff of 20 Product Support Specialists and Adoption Success Managers for the Collections Management, Patient Access Solutions, Harvest, and Claimshop technology solutions.• Migrated the support function for the Collections Management solution from a legacy CRM system to Salesforce providing transparency, standardization, and consistency of case management. • Standardized processes and cross trained employees to enable them to handle all case types resulting in reduced TAT and improved customer satisfaction. • Implemented queue time for Support teams to ensure critical issues were addressed as top priority.• Maintained a low backlog by performing case audits, enforcing Case Management policies, and holding employees accountable for their queues. Show less Led the Account Management and EDI teams for the Claimshop, Transplant Manager, and Prospective Episode Manager technology solutions.• Assisted Claimshop Sales team by performing product demos for potential customers.• Created a Team OneNote Notebook to document all triage processes for Claimshop and Medicare customers, resulting in improved customer response time. • Key participant in the implementation and roll-out of Salesforce CRM in 2011, resulting in standardized case management across the organization. • Cross-trained new employees and performed interviews with potential candidates. Show less Managed the Account Management and EDI teams for the Claimshop, Transplant Manager, and Prospective Episode Manager technology solutions.• Assisted Claimshop Sales team by performing product demos for potential customers.• Created a Team OneNote Notebook to document all triage processes for Claimshop and Medicare customers, resulting in improved customer response time. • Key participant in the implementation and roll-out of Salesforce CRM in 2011, resulting in standardized case management across the organization. • Cross-trained new employees and performed interviews with potential candidates. Show less Managed implementation and customer support for 25+ Claimshop technology solution customers. • Successfully implemented the Claimshop technology solution for all new customers.• Provided ongoing customer support post implementation by conducting on-site or remote training.• Researched Customer issues and provided feedback and resolution via e-mail, weekly conference calls, or the case management system.• Coordination of 837 5010 EDI and Eligibility file transfers with TPAs, Payors, and employer groups.• Documented end user requirements into product specifications requests for development to build.• Performed quality assurance testing in a demo environment to ensure consistency with specifications. Show less Charged with the implementation and customer support for 25+ Claimshop technology solution customers. • Successfully implemented the Claimshop technology solution for all new customers.• Provided ongoing customer support post implementation by conducting on-site or remote training.• Researched Customer issues and provided feedback and resolution via e-mail, weekly conference calls, or the case management system.• Coordination of 837 5010 EDI and Eligibility file transfers with TPAs, Payors, and employer groups.• Documented end user requirements into product specifications requests for development to build.• Performed quality assurance testing in a demo environment to ensure consistency with specifications. Show less

  • Director, Strategic Account Support

    Jan 2019 - Aug 2023

  • Director, Product Support, New, Niche, End of Life (NNEOL)

    Jan 2016 - Jan 2019

  • Director, Client Services

    Jan 2010 - Jan 2016

  • Manager, Client Services

    Jan 2006 - Jan 2010

  • Senior Account Manager

    Jan 2004 - Jan 2006

  • Account Manager

    Jan 2003 - Jan 2004

  • Intern

    Aug 2002 - Dec 2002
• 

  Availity

  Jan 2024 - now

  Manager, Health Plan Solutions Pre-Service

  I lead a newly formed team of Solution Engineers responsible for the implementations aligned to Availity's Pre-Service product suite including Eligibility and Benefits, Authorizations, Payer Spaces, and SSO. We work directly with multimillion dollar implementation clients and are responsible for leading sales discovery and support sessions, planning, design, and test planning, to ensure on-time implementations based on agreed to scope. My team is responsible for gathering requirements, implementation documentation, user acceptance testing and go-live activities. They also lead architectural overviews for business and technical client leaders with the goal of setting the standard with a consultative approach to demonstrate the product, speak to the value driving a best-in-class solution, and educating teams on what is standard vs non-standard for product deliverables. Show less