KIMBERLY WALKER
Bronston
Summary
Results-driven Product Operations and EDI leader with 20+ years of experience in healthcare technology, revenue cycle management, and enterprise client delivery. Proven record of leading complex cross-functional initiatives, resolving high-risk escalations, improving workflows, and aligning Product, Implementation, Support, and Client Success teams. Recognized for executive-level communication, operational leadership, and solving critical business issues.
Overview
28
28
years of professional experience
Work History
Senior Product Operations Manager / Sr. Specialist II Solutions
NextGen Healthcare
01.2020 - Current
- Lead enterprise product and EDI initiatives involving multiple internal teams and external partners.
- End-to-end oversight of complex EDI implementations, particularly for high-risk or high-visibility enterprise clients. This includes:
- Managing EDI implementations for large, multi-entity clients (e.g., USHP enterprise groups)
- Acting as the primary EDI owner once projects become complex or escalated
- Coordinating across Product, EDI Implementation, Clearinghouses (Availity, InstaMed), and Client Success teams
- Manage high-risk client escalations and restore delivery confidence through clear ownership and execution.
- Stabilize turbulent or delayed client engagements
- Own executive-level issue explanations (root cause, timeline delays, contractual blockers)
- Translate contractual, technical, and platform limitations into clear, defensible narratives for leadership and clients
- Coordinate Product, EDI Implementation, Clearinghouses, and Client Success teams on complex implementations.
- Defining and documenting workarounds when platform limitations exist
- Partnering with EDI and Product teams to ensure operational continuity
- Providing guidance on statement workflows, counter logic, APC processing, and background file handling
- Go-To-Market & Product Commercialization Support
- Product commercialization efforts for RCM solutions (Waystar, InstaMed)
- Internal enablement materials and GTM readiness activities
- Cross-functional alignment between Product, Marketing, Implementation, and Support
- Deliver executive-ready status reporting, risk updates, and strategic recommendations.
- Produce executive-ready updates, decks, and written explanations
- Provide weekly status updates for leadership before issues reach clients
- Serve as a trusted point of clarity when teams or partners are misaligned
- Improve workflows, governance, and operational consistency across product delivery functions.
- Resolved critical statement processing and workflow defects through cross-functional solutions.
- Remote
Senior Business Analyst I
NextGen Healthcare
05.2016 - 01.2020
- Supported product enhancements, optimization efforts, and advanced issue resolution.
- Created business requirements, documentation, and process improvements.
- Served as liaison between technical teams and business stakeholders.
- Remote
EDI Development Support Team Lead
NextGen Healthcare
01.2014 - 04.2016
- Led analyst team supporting EDI products and client integrations.
- Managed escalations, production issues, and regulatory changes.
- Improved communication between support and development teams.
- Remote
Earlier Roles
NextGen Healthcare & DB Consultants
01.1998 - 01.2014
- Progressed through EDI Systems Analyst, Team Lead, and Client Support roles.
- Built deep expertise in claims processing, healthcare integrations, and customer support.
Education
Muhlenberg College
Bucks County Community College
Skills
- Product Operations
- Program Execution
- EDI
- Clearinghouse Integrations
- Revenue Cycle Management
- Client Escalation
- Risk Resolution
- Cross-Functional Team Leadership
- Process Improvement
- Governance
- Executive Reporting
- Stakeholder Communication
- Workflow Optimization
- Change Management
- Healthcare Technology Solutions
- Strategic Problem Solving
- SQL
- JIRA
- Confluence
- Salesforce
- SAP
- SharePoint
- Microsoft Office Suite
- Teams
- Copilot
- ChapGPT
- Slack
- Webex
- EDI Clearinghouse
- InstaMed
Accomplishments
- Stabilized high-profile enterprise healthcare clients during delayed or escalated implementations.
- Trusted specifically for ability to turn around dissatisfied or unstable client relationships.
- Tasked with creating implementation decks and recurring update mechanisms for leadership visibility.
- Protected organizational credibility by documenting timelines and root causes for delivery delays.
- Supported commercialization readiness.
- Trusted advisor for platform limitations, workflow decisions, and cross-team execution challenges.
- Identified and explained defects.
- Partnered with EDI to design and implement workarounds.
- Delivered documented guidance for ongoing operations and future reference.
- Providing authoritative answers on platform limitations (eStatements, InstaMed, SOFs, portal behavior).
- Acting as a decision closer when projects stall due to partner or client indecision.
- Protecting teams by enforcing clear ownership and documented choices.
Timeline
Senior Product Operations Manager / Sr. Specialist II Solutions
NextGen Healthcare
01.2020 - Current
Senior Business Analyst I
NextGen Healthcare
05.2016 - 01.2020
EDI Development Support Team Lead
NextGen Healthcare
01.2014 - 04.2016
Earlier Roles
NextGen Healthcare & DB Consultants
01.1998 - 01.2014
Muhlenberg College
Bucks County Community College