Tracee Burgess

Healthcare customer success and implementation professional with 20+ years of experience building trusted relationships with physicians, clinic teams, healthcare leaders, and organizational partners. Proven ability to own client relationships from onboarding through adoption, translate complex workflows into practical solutions, resolve issues with urgency, and turn customer feedback into actionable improvements. Brings deep knowledge of clinical operations, EMR workflows, patient experience, virtual training, and cross-functional collaboration, supported by eight years of successful remote work.

Client Liaison - Support Lead at Care Opinion Canada (2024-04 – 2025-10)

Led client onboarding, adoption, and ongoing success for the Canadian launch of a digital patient-feedback platform.

• Managed relationships with provincial health care centers and leaders from initial engagement through onboarding and ongoing support.
• Delivered virtual demonstrations, onboarding, and workflow education, clearly articulating platform value to clinical and non-clinical stakeholders.
• Acted as a trusted resource when issues arose, coordinating solutions and maintaining confidence during implementation and adoption.
• Captured customer needs, pain points, and feedback; translated insights into practical recommendations supporting product improvement, reporting, KPIs, and quality initiatives.

Practice Administration Facilitator at Edmonton Oliver Primary Care Network (2017-01 – 2024-12)

Partnered with physicians and clinic teams to improve operations, technology adoption, and patient-centred service delivery across member clinics.

• Built credibility with physicians, Medical Office Assistants, managers, and multidisciplinary teams by combining strong healthcare operations knowledge with responsive, practical support.
• Led EMR implementations, workflow optimization, and change initiatives, helping customers adopt new systems and processes with confidence.
• Diagnosed operational challenges, recommended solutions, and followed through to ensure sustainable results and stakeholder satisfaction.
• Delivered training and presentations tailored to varied levels of technical confidence and clinical responsibility.
• Worked cross-functionally with internal teams, vendors, and clinic stakeholders to resolve issues, coordinate initiatives, and advance quality-improvement goals.

Clinic Lead - Administration / Float MOA at Links Medical Clinic (2014-01 – 2019-12)

Supported day-to-day clinic operations while coaching staff and improving administrative and EMR workflows.

• Served as a dependable point of contact for physicians and staff, resolving scheduling, workflow, technology, and patient-service issues.
• Trained and supported team members on EMR use, forms, screening workflows, panel management, and administrative processes.
• Improved clinic efficiency through workflow redesign, inventory coordination, and practical process improvements.

Bachelor of Business Administration in Human Resources – University of Saskatchewan

Medical Office Administration