Jamila Steele

• Identify and evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate
• Ensure the complete post-sale success and satisfaction of a portfolio of customers through establishing myself as a trusted advisor and business partner
• Build and manage relationships with customers across a network-enabled service, communicating the value of our services in the context of customers' business goals with the objective of fostering high performing, satisfied customers
• Identify at-risk clients proactively and collaborate across product and operational to tenaciously pursue solutions and advocate for clients
• Primary ownership and accountability for customer satisfaction and retention within assigned accounts
• Act as a liaison for support teams, through effective project management, driving progress toward a resolution for short- and long-term issues
• Coach customers to ensure they are leveraging all available best practices and resources including customer support, training, and our client community

• Facilitate the client go-live experience at assigned locations and serve as the go-to expert for the client (as well as resource for other athena staff) for matters related to AthenaNet
• In-office project support, which could include conducting mock go-lives to provide a virtual experience for clients unable to host on-site GLS personnel, conducting pre-live work including tablespace builds, and partnering with Coaching and Training Services to support end-user training and teaching best practices to users across several product families
• Leverage sound judgement and influencing skills to ensure clients use AthenaNet according to best practices and client-specific workflows
• Deliver onsite and virtual, classroom-style training sessions and ad hoc one-on-one trainings in support of project goals
• Deliver remote go live support and individualized provider coaching to optimize workflows

Virtual

• Performed virtual indirect client care and treatment procedures as directed by the Virtual Visit Manager of Health Services and document appropriately
• Performs client intake and education and documents in the client medical record
• Schedules appointments, receives money for bills, keeps medical records, performs secretarial tasks, and completes insurance forms
• Keys data into computer to maintain virtual office and client records

In office

• Maintain compliance with all federal and state laws, CLIA, OSHA, HIPAA, CMS and state department of public health policy and guidelines
• Obtain patient history and perform triage/intake responsibilities such as retrieving blood pressure (manually when needed), checking weight and collecting urinalysis
• Client counseling on medical services
• Create/e-send prescriptions and create lab orders for the patient
• Perform lab draws, perform ultrasounds, assist physicians with surgical procedures
• Sterilization

• Obtain patient history and perform triage/intake responsibilities such as retrieving blood pressure (manually when needed), checking weight and collecting urinalysis
• Create/print prescriptions and create lab orders for the patient
• Get prior authorizations approved
• Gather appropriate patient information for initial exam to present to the provider as well as perform pill counts to ensure controlled substance compliancy
• Billing the appropriate drug screen companies
• Generating the appropriate paperwork for follow-up appointment, procedures, durable medical equipment, etc., as necessary