Jennifer Brown

Lead strategic client engagement and operational alignment to ensure successful delivery, performance optimization, and long-term partnership growth. • Own end-to-end client experience strategy across assigned accounts, aligning client objectives with operational execution. • Lead cross-functional collaboration across Support, Product, Implementation, and Leadership teams to resolve complex issues and minimize service disruption. • Develop strategic account roadmaps focused on performance improvement, risk mitigation, and continuous optimization. • Monitor KPIs and service metrics; implement corrective action plans to improve response times, reduce backlog, and enhance client satisfaction. • Drive executive-level communication, including status reporting, escalation management, and stakeholder briefings. • Identify process gaps and implement organization improvements to strengthen the overall client journey.

Managed complex EMR software upgrade initiatives from initiation through post-go-live support, ensuring delivery within scope, timeline, and client expectations. • Led multiple concurrent upgrade projects, overseeing planning, risk management, stakeholder, alignment, and execution. • Developed detailed project plans, communication strategies, and executive reporting structures. • Facilitated steering committees and stakeholder meetings to maintain transparency and accountability. • Proactively identified risks and operational bottlenecks, implementing mitigation strategies to protect delivery timelines. • Conducted post-project reviews to improve upgrade scalability and future deployment cycles. Strategic Initiative: FQHC Upgrade Pilot Program • Selected to co-lead a cross-functional pilot initiative with executive leadership to redesign the client upgrade framework. • Managed 9 FQHC clients concurrently, driving milestone accountability and structured engagement. • Recognized for firm yet collaborative stakeholder management that improved deliverable adherence and client engagement. • Identified change management integration opportunities within upgrade materials, contributing to a more scalable and adoption-focused rollout model.

Partnered with business and IT leadership to implement and optimize operating systems across newly onboarded and acquired clients. • Onboarded 25% of the company’s client portfolio and migrated 50% of an acquired portfolio to Centricity Business within 18 months. • Managed full project lifecycle using Agile methodology, tracking progress in Smartsheet and Jira. • Led system integration testing (SIT), user acceptance testing (UAT), and go-live support. • Identified and resolved project impediments, escalating risks to leadership as needed. • Served as subject matter expert for patient billing systems (Athena, Centricity Business, IDX, GE, KAV). • Collaborated with BI and Analytics teams to enhance reporRng and operational visibility. • Oversaw EDI monitoring (ADT/DFT), system security, and administrative configuration.

Led multi-department chart research operaRons supporting Hospitalist, Emergency Department, and Urgent Care billing. • Managed departmental KPIs and SLA reporting; implemented Quality Assurance processes to reduce billing delays. • Presented held chart reporting to Executive and Client Advocacy teams to address processing gaps. • Collaborated cross-functionally with Coding, Intake, IT, and Client Advocacy teams. • Drove process improvements through EMR data analysis (HL7, electronic feeds) to eliminate revenue cycle delays. • Developed and maintained SOPs; led ongoing team training initiatives.

Oversaw intake operations ensuring timely and accurate patient demographic and insurance processing. • Managed team productivity and month-end client deadlines. • Ensured compliance with COB, Workers’ Compensation, and auto billing regulations. • Improved automation processes through insurance cross-walk analysis. • Implemented process improvements based on EMR data analysis.

Provided executive-level administrative support to C-suite leadership, managing operations, reporting, travel, events, and policy coordination.