Eva Slater

Guided customers through the onboarding journey from kick off to engagement, serving as the main point of contact and providing support, documentation, and timely communication. Facilitated meetings and responded to ad hoc questions from both customers and team members, collaborating with Product, Sales, and Engineering teams to manage custom requests and ensure smooth onboarding.

Directed a global team of call operators (60+), ensuring operations aligned with healthcare standards, emphasizing adoption and retention. Developed and optimized Standard Operating Procedures (SOPs) to improve operational efficiency and customer satisfaction. Identified, documented, and communicated software bugs to engineering and product teams, contributing to product improvements.

Identified and resolved pre-existing system issues, collaborating with the IT department, leading to a 10% productivity boost. Implemented a comprehensive training plan for new hires, increasing retention. Maintained up-to-date knowledge of CMS guidelines and streamlined prior authorization procedures, improving efficiency by 20% and enhancing accuracy in prior authorization request processing.

Built scalable onboarding and support processes for a growing healthcare tech platform. Created customer documentation, led issue resolution, and supported customer education initiatives.

Led onboarding and software training for healthcare staff across multiple sites, ensuring accurate documentation and compliance with platform processes. Developed training resources and monitored satisfaction with onboarding support.