Natacha Nyema

Healthcare Client Success and Clinical Operations professional with over 10 years of experience partnering with healthcare organizations to improve operational performance, solve complex workflow challenges, and support technology-driven healthcare solutions. Proven ability to build trusted relationships with healthcare providers, manage escalations, coordinate cross-functional teams, and deliver data-driven insights that improve customer outcomes. Experienced supporting enterprise healthcare technologies including Epic, CareEvolve, Illumina LIMS, and Power BI.

Recognized for strong communication, analytical thinking, and a customer-first approach that helps healthcare organizations achieve operational excellence while improving patient care.

Clinical Operations Systems Specialist at The Jackson Laboratory (2020-08 – 2023-02)

• Managed relationships with more than fifty healthcare facilities, serving as a trusted point of contact for operational support and workflow coordination.
• Supported Epic-integrated workflows that processed 10,000–15,000 laboratory tests daily while ensuring data integrity between Epic EHR, CareEvolve, and Illumina LIMS.
• Partnered with healthcare providers, laboratory personnel, and IT teams to resolve operational issues and maintain uninterrupted testing services.
• Reduced specimen rejection and redraw rates by approximately 10% by standardizing processes and proactively communicating regulatory requirements with healthcare partners.
• Delivered Power BI reports and operational insights to internal leadership and external stakeholders, supporting timely decision-making and service excellence.
• Served as the primary escalation resource for workflow, specimen, and system issues, coordinating solutions across multiple departments while maintaining strong customer relationships.
• Built trusted partnerships with healthcare organizations by providing responsive support, clear communication, and timely issue resolution.

Career Break | Professional Development & Independent Work at Independent Work (2023-03 – 2025-08)

• Managed family responsibilities while remaining professionally engaged through independent real estate transactions and client advisory services.
• Continued professional development in Artificial Intelligence, healthcare technology, data analytics, and customer engagement strategies.
• Expanded knowledge of emerging digital health technologies and AI applications in healthcare.

Technical Writer at Equifax (2017-06 – 2018-05)

• Developed standard operating procedures and process documentation supporting compliance, fraud, billing, and customer care operations.
• Collaborated with cross-functional teams to simplify complex business processes and improve documentation for end users.
• Created Visio process maps that enhanced operational consistency and user understanding.

Customer Care Consultant – Radiology Benefits Management at Magellan Health Services (2011-11 – 2014-10)

• Partnered with physician offices, imaging centers, and patients to coordinate radiology authorizations and facilitate timely access to care.
• Built collaborative relationships with healthcare providers while resolving authorization issues and supporting efficient clinical workflows.
• Investigated complex cases, escalated urgent clinical concerns appropriately, and identified opportunities to improve customer service and operational efficiency.
• Delivered compassionate, solution-oriented support while maintaining compliance with healthcare policies and procedures.

Account Manager at Siemens PLM Software (2007-03 – 2009-02)

• Managed strategic client relationships across the United States and Canada for enterprise engineering software solutions.
• Served as a trusted advisor by understanding customer needs and coordinating solutions with internal technical teams.
• Generated new business opportunities while maintaining strong relationships with existing customers.
• Recognized with Outstanding Achievement Awards for consistently delivering exceptional customer service and business results.
• Conducted business professionally in both English and French.

Master of Science in Health Informatics – Saint Louis University

Bachelor of Science in Electrical Engineering – University of Alabama