NATALIE WARNE
Ellicott City
Summary
Results-driven Implementation Manager with over 5 years of experience supporting enterprise B2B SaaS customers in the HealthTech sector, specifically in Health Plans and Payor solutions. Expertise includes delivering exceptional technical support, executing ticket-based troubleshooting, and conducting thorough root-cause analysis. Proficient in guiding users through configuration, data validation, and best practices while emphasizing empathetic and detailed customer communication. Committed to enhancing user experiences and driving successful implementation outcomes through strategic problem-solving and collaboration.
Overview
6
6
years of professional experience
Work History
Manager, Implementations & RevOps
Council for Affordable Quality Healthcare (CAQH)
Washington, D.C.
11.2022 - 12.2025
- Designed and implemented a volume-testing pathway, ensuring validation of numerous records before go-live, which significantly reduced baseline timelines by 42% and expedited revenue generation by 60 days.
- Defined execution standards and directed resource allocation for 20-40 enterprise customers, driving timely issue resolution and safeguarding project outcomes through strong analytical skills.
- Streamlined pre-implementation phases and improved communication channels with sales and internal stakeholders to enhance project readiness and reduce late-stage issues through strategic decision-making.
- Utilized extensive product knowledge to address complex workflow and data issues, ensuring efficient resolution through root cause analysis and collaboration with product and engineering departments.
- Oversaw team of 5 specialists, enhancing support quality and enabling increasingly complex customer assignments through targeted capacity planning and professional development.
- Analyzed high-impact escalations by meticulously reproducing issues, validating configurations and inputs, and capturing detailed documentation of expected versus actual behavior before escalating to product and engineering departments.
- Developed high-priority Jira tickets and escalation documentation featuring clear problem statements, reproduction steps, impact assessments, workarounds, and validation criteria.
- Facilitated cross-training programs aimed at improving teamwork and diversifying skills among various internal teams.
Assistant Manager, Implementations
Council for Affordable Quality Healthcare
Washington, DC
07.2021 - 11.2022
- Managed delivery processes for 15-25 active implementations, balancing customer needs while meeting critical timelines and dependencies.
- Facilitated effective communication by coordinating cross-functional handoffs to ensure issues were addressed with clarity and precision.
- Directed daily operations for 1 specialist by prioritizing tasks, eliminating obstacles, and ensuring adherence to delivery and support standards across active projects.
- Assessed risks and issues in Jira, coordinating cross-team efforts to resolve blockers and ensure timely project delivery.
- Standardized delivery routines documentation and leadership reporting to enhance operational consistency.
- Developed and implemented training programs to enhance staff skills and improve service quality.
Operations Support Specialist, Implementations & RevOps
Council for Affordable Quality Healthcare
Washington, DC
06.2020 - 07.2021
- Managed domain data specifications to enhance platform functionality, partnering with product and technology departments to identify requirements and address workflow gaps affecting customer experience.
- Conducted thorough validation of healthcare data inputs and recorded system issues to ensure implementation readiness for enterprise customers.
- Analyzed and verified vendor-extracted sanction reporting data for accuracy and quality, facilitating adherence to regulatory requirements across multiple sources.
- Developed training materials and conducted sessions to onboard new staff, ensuring consistency in operational procedures.
- Led initiatives to improve customer service survey response times, enhancing overall satisfaction with support services.
- Analyzed existing processes to identify improvement opportunities and proposed innovative solutions.
Education
Bachelor of Arts - Interdisciplinary Studies | Minor: Business Administration
Stevenson University
Owings Mills, Maryland12.2019
Skills
- Strong focus on data accuracy and integrity
- Structured problem-solving in complex or escalated situations
- Curious and proactive in improving workflows and increasing efficiency
- Clear, professional communication with customers and internal teams
- Consistent ownership of deliverables and deadlines
- Strong written and verbal communication skills
- Detail-oriented when creating documentation and learning resources
Timeline
Manager, Implementations & RevOps
Council for Affordable Quality Healthcare (CAQH)
11.2022 - 12.2025
Assistant Manager, Implementations
Council for Affordable Quality Healthcare
07.2021 - 11.2022
Operations Support Specialist, Implementations & RevOps
Council for Affordable Quality Healthcare
06.2020 - 07.2021
Bachelor of Arts - Interdisciplinary Studies | Minor: Business Administration
Stevenson University
System & Platform Experience
• Project & workflow management: Wrike, Jira, Asana, Monday.com
• Collaboration & documentation: Confluence, SharePoint, Teams, Outlook
• Reporting & visualization: Excel, PowerPoint, Word, Visio
• CRM & customer platforms: Salesforce, HubSpot, Qualtrics
• Data & learning tools: Access, LMS platforms
ADDITIONAL EXPERIENCE
- Assistant Office Manager, Dr. Anis Oral Surgery Practice — 2018 - 2020
- Visual Merchandise Key Leader, Lululemon — 2017 - 2018
- Lead Certified Nurse Assistant, Women's Healthcare OBGYN Practice — 2016 - 2018