Different Field, Same Mission: Four Months as Medicat’s Newest CSM

Healthcare doesn’t stop mattering just because you’re not the one in the room with the patient.

That’s the lesson that’s been top of mind for me four months into my new role as a Customer Success Manager at Medicat—a career pivot that’s taken me from collegiate sidelines and orthopedic clinics to student health EHR technology.

When I joined Medicat, I brought with me more than 17 years of experience in healthcare. While I was comfortable navigating healthcare and supporting clinicians, transitioning into Customer Success in the student health technology space is an exciting new challenge.

One of the biggest surprises for me is discovering the world of immunization compliance. It was an area of healthcare I had minimal exposure to in my previous roles, and I quickly realized how many layers, regulations, and workflows are involved. It can definitely make your head spin at first!

In this post, I want to share a few of the lessons that have stood out most during my first four months and how they’ve shaped the way I support our clients.

Drinking from the Firehose

Like many people joining a new industry, the learning curve was steep. I had to quickly build a strong understanding of our EHR platform, MedicatOne.

With so many schools either transitioning to or already using the platform, it was important for me to develop the knowledge needed not only to understand the product myself, but also to confidently support my clients. One of my favorite parts of the role is consulting with clinic staff and providers to understand how they work today, uncover pain points, and recommend best practices that help them get the greatest value from MedicatOne.

I’ve very much appreciated the patience and partnership of my clients. There were moments when I didn’t have an immediate answer, but I’ve always been able to let them know I would follow up—and then rely on an incredible team of Medicat experts who are always willing to help. That collaboration has reinforced something I value deeply: no one is expected to know everything, but everyone is expected to care enough to find the right answer.

Understanding the People We Serve

 My previous work as a collegiate athletic trainer gave me a foundation for understanding campus health. My years in orthopedic clinics also gave me firsthand experience with the daily pressures clinicians face. Whether you’re in a hospital, private practice, or student health center, the goals are remarkably similar: provide excellent care while trying to maintain a healthy work-life balance.

As a Customer Success Manager, I now have the opportunity to see the entire student health experience—from the student portal to every aspect of the electronic health record. That broader perspective has been eye-opening. When we help clients streamline workflows and automate routine processes, we’re doing more than improving efficiency. We’re giving clinicians valuable time back so they can focus on what matters most: caring for students.

Three Lessons I’ve Learned

This broader perspective has helped me see that success in student health isn’t just about the technology – it’s about how people, processes, and communication come together to support students. Across conversations with clients, providers, and staff, a few lessons have consistently stood out and continue to shape how I approach my role at Medicat.

1. First impressions matter

For many students, the patient portal is their very first interaction with Medicat—and sometimes their first experience taking control of their own healthcare. When that experience is intuitive and easy to navigate, students begin their healthcare journey with confidence. Helping clients improve that first impression is one way we can immediately improve the overall student experience.

2. Following up builds trust

Whether it’s following up with a client after a meeting or a clinician calling a patient with test results, follow-through matters. It communicates that someone is valued, respected, and important. One of the habits I’ve focused on building is making sure every client knows I’m invested in helping them find answers, even if that means bringing in additional expertise.

3. Curiosity leads to better solutions

One thing I’ve learned quickly is that there’s almost always an opportunity to improve a workflow. Asking “Why do we do it this way?” often leads to conversations that uncover more efficient processes or better ways to use the system. Those small improvements add up and ultimately help our clients get more value from Medicat while making their day-to-day work easier.

Looking Ahead 

As I continue to grow at Medicat, I hope to keep challenging existing processes and looking for opportunities to make them better — for both our clients and myself. I’ve always enjoyed finding more efficient ways to accomplish a task, and Customer Success allows me to do that every day alongside our clients.

I can’t wait to see what comes next! The innovation on Medicat’s roadmap, especially the thoughtful ways AI will be incorporated into the platform, has the potential to make an even greater impact on student health. I’m looking forward to continuing to learn, grow, and help our clients maximize the value of Medicat so they can spend more time doing what they do best: caring for students.