Hilary Maier
West Seneca
Summary
Client success and healthcare technology professional with 10+ years in customer adoption and retention. Demonstrated ability to enhance system utilization and customer experiences through data-driven strategies and effective onboarding. Cultivates strong client relationships and collaborates cross-functionally to drive measurable business outcomes.
Overview
17
17
years of professional experience
Work History
Account Manager
HEALTHeLINK
Buffalo
01.2022 - Current
- Manage a portfolio of healthcare clients, serving as the primary point of contact for adoption, engagement, issue resolution, and long-term success.
- Cultivated strong client relationships that fostered trust and increased system utilization, contributing to overall customer success.
- Lead onboarding, training, and education programs that improve user adoption and reduce support dependency.
- Analyze platform utilization and customer performance data to identify adoption trends, usage gaps, and opportunities for increased engagement.
- Identified customer risks and collaborated with internal teams to implement solutions that enhanced retention and satisfaction.
- Resolve complex customer issues through cross-functional coordination and effective escalation management.
- Partner with clinical, operational, and technical stakeholders to implement workflow enhancements and improve customer outcomes.
- Identified recurring customer challenges to support continuous improvement initiatives and recommended scalable solutions.
Central Medical Records Technician
Landmark Health
Buffalo
01.2020 - 01.2022
- Enhanced internal customer satisfaction through precise management of medical records and healthcare data.
- Resolved documentation discrepancies, improving operational efficiency and optimizing patient care workflows.
- Collaborated with interdisciplinary teams to improve data quality, reduce delays, and streamline business processes.
- Maintained compliance with HIPAA and organizational data governance standards.
- Provided timely access to critical information for internal stakeholders, facilitating informed decision-making.
Patient Care Coordinator / Healthcare Ambassador
Landmark Health
Buffalo
01.2016 - 01.2019
- Managed high-volume patient and provider relationships, delivering customer service and care coordination support that fostered trust and satisfaction.
- Built strong relationships with patients, providers, and care teams through proactive communication and follow-through.
- Educated patients and caregivers on available services, increasing program engagement and participation.
- Coordinated across multiple departments to resolve issues, enhancing customer experience through collaborative problem-solving.
- Identified recurring customer concerns and communicated trends to leadership, informing service improvements that aligned with patient needs.
Pharmacy Technician
Wegmans Food Markets
West Seneca
01.2009 - 01.2016
- Resolved complex insurance and authorization issues to facilitate timely service delivery and improve patient access to medications.
- Delivered customer support by processing prescriptions, verifying insurance, and addressing billing inquiries to enhance patient satisfaction.
- Maintained compliance standards in fast-paced healthcare environment, ensuring adherence to regulations and enhancing operational reliability.
- Built strong relationships with patients and providers through effective communication and problem-solving.
Education
Google Data Analytics Professional Certificate -
Coursera
01-2023
Medical Billing & Coding Certification -
01-2018
Medical Billing & Coding Diploma -
Penn Foster College
Skills
- Client Success & Client retention
- Account management
- Customer onboarding
- Team Leadership & Coaching
- Customer Relationship Management
- Workflow optimization
- Customer health analysis
- SaaS & Healthcare Technology Solutions
- CRM Software CRM
- Data analysis
- Training development
- Cross-Functional Collaboration
- Escalation Management
- HIPAA compliance
- Salesforce
- Microsoft Dynamics
- HubSpot
- Healthcare Integration
- Epic
- Electronic Health Records
- Practice Management
- Patient Management
- Microsoft Excel
- Google Sheets
- Performance Metrics
- Trend Identification
- Microsoft Office Suite
- Microsoft Teams
- SharePoint
- Customer Adoption
- Workflow Optimization
- Training & Onboarding
- Process Improvement
Websites
Education Certifications
Medical Billing & Coding Diploma, Penn Foster College, Medical Billing & Coding Certification, 01/01/18, Google Data Analytics Professional Certificate, Coursera, 01/01/23
Technical Skills
Salesforce, Microsoft Dynamics, HubSpot, HEALTHeLINK HIE Platform, Epic, eClinicalWorks, Allscripts, Medent, Microsoft Excel, Google Sheets, Data Analysis, Performance Metrics, Trend Identification, Microsoft Office Suite, Microsoft Teams, SharePoint, Customer Adoption, Workflow Optimization, Training & Onboarding, Customer Retention, Escalation Management, Process Improvement, HIPAA Compliance
Timeline
Account Manager
HEALTHeLINK
01.2022 - Current
Central Medical Records Technician
Landmark Health
01.2020 - 01.2022
Patient Care Coordinator / Healthcare Ambassador
Landmark Health
01.2016 - 01.2019
Pharmacy Technician
Wegmans Food Markets
01.2009 - 01.2016
Google Data Analytics Professional Certificate -
Coursera
Medical Billing & Coding Certification -
Medical Billing & Coding Diploma -
Penn Foster College