EMERY MALONE

NextGen provides EMR systems, RCM services, practice management software, interoperability, and HIE (Health Information Exchange) SaaS solutions, serving over 20 medical specialties for thousands of ambulatory clinics and medical billing organizations nationwide.

• Manage a portfolio of cloud-based SaaS solutions, including EHR, Practice Management, Telehealth, Payment Processing, and Chronic Care Management.
• Consistently surpass a $1.9M annual quota, delivering sustained revenue growth and exceeding targets every fiscal year.
• Generated $17M+ in total portfolio revenue
  to date, including $7M from RCM solutions.
• Developed the first Chronic Care Management program, generating $4M+ in recurring revenue through 11 new VAR/Billing partnerships.

• Built and led the retention department from the ground up, identifying critical gaps in client engagement and satisfaction.
• Designed and implemented retention strategies that resulted in a 15% reduction in client attrition over a 12-month period.
• Curated an internal reporting framework to furnish actionable insights into key customer metrics, such as early churn warning indicators and expansion or upsell opportunities.
• Developed KPIs to measure and improve client loyalty, satisfaction, and contract renewals.
• Spearheaded cross-departmental initiatives to streamline retention processes, driving operational efficiency and improving client satisfaction scores by 20%.

• Led a team of 15 representatives, providing personalized coaching and fostering a results-driven environment to enhance customer satisfaction and loyalty.
• Designed and launched a chat support channel, increasing customer engagement by 25% and accelerating issue resolution.
• Achieved 95% overall customer satisfaction through tailored coaching and development initiatives for team members.
• Played a foundational role in establishing scalable processes, laying the groundwork for the creation of the retention department.