Jeannine Hale
Spring Grove
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
32
32
years of professional experience
Work History
Senior Account Manager
Medallion
05.2023 - Current
- Manage Strategic and Enterprise portfolio of 4M ARR for regional and National accounts to include Health Systems, Plans, Groups and IPAs
- Responsible for new Partner implementation, relationship management and growth strategy
- Work with cross-functional teams including Sales, Solutions Consultant, Support, Product/Engineering/Design and Operations to accelerate adoption, engagement and support with the Medallion Platform, driving growth, multi-year renewals and growth
- Proven retention of >95% at or above 100% NDR
- Knowledge of NCQA guidelines, delegation requirements and credentialing processes and procedures, licensing and enrollment requirements
- Build and maintain strong customer relationships with Partner C-Level executives and senior leadership
- Analyzed market trends to identify growth opportunities for clients.
Customer Success Manager - Manufacturing
Kalderos
12.2022 - 05.2023
- Ownership of the customer life cycle from implementation through engagement of Commercial contracts
- Partnering with key internal and external stakeholders to build on current client contracts and relationships
- Primary day to day point of contact managing customer requests and translating to service delivery to internal teams for quick turnaround and resolution
- Strong data analysis support of day to day customer workflows
- Collaboration with internal teams to structure and build on the Organization’s start-up model
- Deep understanding of customer’s business objectives
Senior Customer Success Manager
Andros Technologies, Inc
09.2021 - 11.2022
- Ownership of the end-to-end customer life cycle from implementation through engagement from small through Enterprise level Customers
- Deep and committed relationships with day-to-day points of contacts up to Executive leadership
- Strategy and data driven analysis for continuous process improvement
- Ownership of contract renewals and product upsells
- Cross-functional collaboration with Product, Sales, Engineering and Operations to deliver client feedback and process improvements
- C-Suite and Executive level execution of business reviews
- Mentorship and training of other Client Success Managers
Customer Success Manager
Andros Technologies, Inc
08.2020 - 09.2021
- Ownership of the customer life cycle from implementation through engagement of small and mid-market
- Project management of Network Development clients
- Proactive approach and long-term strategy in partnership with key internal and external stakeholders and executive sponsors
- Active engagement with cross functional internal teams
- Mitigation of at-risk customers and development of corrective action plans
- Proven track record of maintaining greater than a 95% retention rate
- High client satisfaction scores as measured by NPS responses
Manager, Credentialing
Provider Partner Health Plans, Inc
02.2019 - 08.2020
- End-to-end Credentialing and Recredentialing of Providers, Ancillary and Organizational Facilities for 4 Markets
- Coordinate the management of the credentialing database and associated modules, ensuring accuracy of data and reporting to downstream systems
- Management of all expirables ensuring ensuring compliance
- Monitor and report turnaround times for processing of credentialing applications
- Onboarding and credentialing of new clinical staff
- Policy and procedure development and implementation
- Reporting and oversight of Credentialing performance metrics
- Preparation of credentialing committee, audits in compliance with delegated credentialing contracts
- Oversight of vendor relationship with CVO
- Management of Credentialing Staff
Operations Analyst
Provider Partner Health Plans, Inc
11.2018 - 02.2020
- Full audit of all current Plan contracts
- Data quality assurance oversight
- Salesforce oversight and management
Provider Relations Representative
University of Maryland Medical Systems Health Plans
08.2016 - 11.2018
- End-to-end process negotiating Group Practice, Specialist, and Ancillary agreements within a set Maryland territory
- CMS Adequacy analysis
- Claims reimbursement analysis including remediation of claims disputes, reviewing Edit issues, and troubleshooting billing issues
- Creation and Analysis of Provider Dashboard reporting
- On-Site Provider Orientation and troubleshooting
- Processing contracts, CAQH documents, necessary license and insurance documents, reviewing for accuracy
Lead Appeals & Grievances Investigator
University of Maryland Medical Systems Health Plans
09.2013 - 08.2016
- Managed provider and member grievances, appeals and Medicare CTMs
- Senior Investigator responsible for mentoring and leadership within the Appeals & Grievances team
- Auditing of past and present case work of other investigators
- Reporting member and provider data and trending to various Executive committees
- Ensuring that each case is resolved within highly sensitive and regulatory guidelines
- Knowledge of Maryland Medicaid, COMAR, Delmarva and NCQA guidelines
- Comprehensive understanding of Claims processing and Enrollment
- Knowledge of Medical Terminology
- Build out of a team within a startup organization
Server
Applebee’s Bar and Grill
07.2005 - 08.2013
- Bartender
- Expo
- MOD
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
Accounting/HR Specialist
Water, Water Everywhere
05.2004 - 02.2005
- Designed training programs to enhance employee skills and career development opportunities.
- Streamlined hiring process by creating structured interview guides and assessment tools.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
Executive Assistant
Professional Marketing Products
01.2001 - 01.2005
Server
Denny’s
01.1993 - 01.2001
- Host
- Cook
Server
Gibby’s Seafood Restaurant
01.1993 - 01.2001
- Host
- Expo
Education
Nursing, Psychology
Community College of Baltimore County
01.2010
Skills
- Partnership development
- Customer relations
- Teamwork and collaboration
- CRM systems
- Customer relationships
- Account management
- Project management
- Strategic planning
- Database management
- Account growth
- Contract negotiation
Timeline
Senior Account Manager
Medallion
05.2023 - Current
Customer Success Manager - Manufacturing
Kalderos
12.2022 - 05.2023
Senior Customer Success Manager
Andros Technologies, Inc
09.2021 - 11.2022
Customer Success Manager
Andros Technologies, Inc
08.2020 - 09.2021
Manager, Credentialing
Provider Partner Health Plans, Inc
02.2019 - 08.2020
Operations Analyst
Provider Partner Health Plans, Inc
11.2018 - 02.2020
Provider Relations Representative
University of Maryland Medical Systems Health Plans
08.2016 - 11.2018
Lead Appeals & Grievances Investigator
University of Maryland Medical Systems Health Plans
09.2013 - 08.2016
Server
Applebee’s Bar and Grill
07.2005 - 08.2013
Accounting/HR Specialist
Water, Water Everywhere
05.2004 - 02.2005
Executive Assistant
Professional Marketing Products
01.2001 - 01.2005
Server
Denny’s
01.1993 - 01.2001
Server
Gibby’s Seafood Restaurant
01.1993 - 01.2001
Nursing, Psychology
Community College of Baltimore County
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