Doniqua McCloud

Senior Professional with over 9 years of experience in healthcare technology and SaaS-based program management. Expert in Escalation Management and Technical Account Management, consistently driving the resolution of high-impact customer issues while maintaining strict HIPAA Compliance. Proven leader in cross-functional coordination between engineering and business teams to protect customer confidence and manage Protected Health Information (PHI) in clinical research environments.

Program Manager II, Care Coordination - CENTENE CORPORATION - REMOTE, FL

(2023-02 - 2026-07)

• Managed enterprise-wide healthcare technology and SaaS analytics initiatives, driving resolution for high-impact technical escalations to protect customer confidence and performance.
• Served as the primary Technical Account Management liaison between strategic business stakeholders and engineering teams to coordinate requirements and user adoption for SaaS platforms.
• Leveraged Jira to track development workstreams and escalate system issues, ensuring data-driven solutions were delivered according to HIPAA Compliance standards.
• Drove operational performance by integrating Salesforce CRM data and business intelligence insights to identify trends and reduce customer churn.
• Ensured alignment with enterprise goals by communicating complex analytical findings to non-technical leadership, supporting strategic decision-making across the organization.

Healthcare IT Project Manager - ADVENT HEALTH ORLANDO (VIA MEDASOURCE)

(2022-01 - 2022-09)

• Coordinated large-scale Epic EMR implementations, serving as the technical lead for analytics reporting and system performance in clinical research environments.
• Managed complex customer escalations by translating clinical workflows into technical requirements, ensuring the security of Protected Health Information (PHI).
• Ensured system usability and operational performance by partnering with cross-functional engineering teams to resolve high-impact technical issues and workflow inefficiencies.
• Developed comprehensive user stories and testing strategies in Jira to maintain data integrity and support successful SaaS platform deployment.

Project Manager - UNIVERSITY OF NORTH FLORIDA - JACKSONVILLE, FL

(2019-01 - 2021-05)

• Drove enterprise technology initiatives and strategic planning by leveraging data analytics to track performance and manage high-impact operational improvements.
• Managed dashboard development and business intelligence reporting to monitor KPIs and financial outcomes for strategic accounts.
• Performed detailed root cause analysis on system gaps to identify risks and drive efficiency through technical account optimization.
• Coordinated with cross-functional business units to define technical data requirements and ensure project alignment with organizational goals.

Prior Authorization Operations Lead - HEALTH INTEGRATED - TAMPA, FL

(2015-10 - 2018-08)

• Led escalation management and analytics-driven process improvement for high-impact utilization management and prior authorization workflows.
• Managed root cause analysis to identify operational inefficiencies, improving customer support outcomes and claims processing performance.
• Ensured all data-driven solutions aligned with healthcare payer requirements, regulatory standards, and HIPAA Compliance.
• Served as a key partner for cross-functional teams to implement scalable technical solutions that improved ROI and operational efficiency.

Master of Science - Health Informatics - UNIVERSITY OF NORTH FLORIDA

Bachelor of Science - Health Science - UNIVERSITY OF NORTH FLORIDA

Associate of Arts - Health - HILLSBOROUGH COMMUNITY COLLEGE