athenista spotlight: Meet the Midwest Account Management Team
For our company-wide auction last month that raised money for Project Health (our partner charity), our Marketing group donated a spotlight in the athenaPulse. Bruce Orgera, Vice President, Client Operations, bid on this and won. In true athenahealth style, he wanted to feature the entire Midwest Account Management Team. So we are pleased to present the first team to be featured as the athenista spotlight! Find out how they keep clients happy (and manage to have fun, too).
athenaPulse: What does the Midwest Account Management Team do?
Linda: We are our clients' voice and advocate at athenahealth. We make sure each Midwest client is performing as optimally as possible, and empower them to use the tools they have at their disposal through athenaNet. We're also a voice and advocate back to our clients for athenahealth. We communicate with them and ensure they are receiving services of the highest quality.
Sharon: We're more than just Account Management. We are part of each client's cohesive transition from implementation of athenaNet to their relationship with the Client Support Center (CSC). Because of the regional reporting structure, our clients get to work with a team that is focused on their region. Our team even includes a CSC Associate, Dickie, who focuses on the Midwest.
Linda: So we have a better understanding of what's happening and progressing in the region, and how to both bring clients live on athenaNet smoothly and ensure they stay that way after they transition from implementation to account management.
Cliff: We also help clients deal with regional or state trends, such as issues with payers, dual credentialing, and Medicaid products. I'm also the account management NPI expert and I'm helping us all to assist our clients through a challenging national transition
Julie: We foster strong relationships with our clients and build their trust. We want to see them become the best they can be.
Bruce: I think my colleagues have beautifully articulated our role and mission.
aP: What's your secret to good teamwork?
Bruce: We hire talented people who know that their personal success is measured by how well the whole team performs.
Sharon: We sit in the same vicinity so we can offer guidance and support to each other on a daily basis.
Cliff: There is incredible staff stability in the department, so most of our team members have been here a long time.
Linda: Consistency. It's great that as our clients have staff that move to new practices, they will search for practices that use athenahealth so they can continue to work with athenahealth and our team. They are already familiar with us, which makes the implementation process much smoother.
Julie: Having a sense of humor. Account Management can sometimes be stressful, so keeping things lighthearted within the group is an important part of maintaining a positive environment and a strong sense of teamwork.
aP: Some of your favorite "athenahealth" moments?
Bruce: When a client who had left us came back after 2 months due to zero cash flow with the other vendor.
Valarie: I attended the User Conference during my third week of work and saw the Midwest team in action. They took me under their wings and I learned a lot from them!
Sharon: None of us gets that much sleep. Our Blackberries are attached to our hips. It's not unusual to get a call on Saturday morning or in the evening. It's amazing the hours people put in. That makes us different from any other company. Our first call resolution rate is very high. Clients know they will always talk to someone to get their problems solved.
Linda: I love that our clients quickly learn they can talk shorthand to us in the Midwest because we know them and they know us.
aP: What do you do when you're not working?
Cliff: Sleep! And NPI.
Elizabeth: I'm in grad school to get my master's in Health Care Administration. And I coach figure skating for 7- and 8-year-olds.
Donna: I have two grandchildren who keep me busy – ages 4 years and 9 months.
Dickie: I like outdoor activities, skiing and basketball.
Bruce: I golf, read and play with my 3 grandchildren.
Linda: We just got a golden retriever puppy named Atlas so my hobby is picking up everything he chews!
Sharon: I have a 3-year-old obsessed with monster trucks. I also have kids ages 20, 21, and 22 in college.
Julie: You'll find me in the gym.
Cliff: I was a voice major, and I used to sing at weddings and church services. Now my heart belongs to athenahealth!
