IntellaTriage Hires Janelle Sutter as Director of Quality Assurance and Customer Success
Janelle Sutter, an experienced nurse and post-acute patient care services professional, joins the hospice and home health after-hours triage company to focus on patient experience and customer service.
IntellaTriage, the leading provider of after-hours nurse-first triage services, welcomed Janelle Sutter, RN, as the Director of Quality Assurance and Customer Success this fall. Sutter aims to help clients recognize the value of utilizing a nurse-first triage model via partnership and education. She will also ensure IntellaTriage nurses provide excellent triage experience and exemplary customer service.
Sutter, a nurse with over 30 years of experience in post-acute care, brings with her a wealth of knowledge spanning the gamut from direct patient care to Director of Patient Care Services. Before relocating across the country, Sutter was with Hoag at Home, responsible for creating and implementing all post-acute care services for Hoag Hospital. During her tenure, the program grew from a census of zero to over 800 patients and successfully achieved CHAP accreditation within the first six months. At IntellaTriage, Sutter will oversee all aspects of the Quality and Customer Success departments.
At IntellaTriage, Janelle Sutter finds herself on the other side of the provider-vendor relationship; in a previous role, Sutter was an IntellaTriage client. Her goal is to bring her experience as an IntellaTriage client to help current and future clients realize the total value of utilizing an outsourced RN triage model. “I am deeply invested in bringing the best experience and customer service to patients and families so that they receive exceptional care and service when speaking to our staff,” she shared. In addition, Sutter said, “By providing our staff with the highest level of education and coaching, we ensure they will treat patients and families as if they were their own family reaching out for care. Families on the other side of that call are afraid and vulnerable, and my goals are to have them feel safe and heard.”
Daniel Reese, CEO of IntellaTriage, agreed. “We take great pride here at IntellaTriage in ensuring we treat our patients like our own family members – it’s one of our core values. With Janelle taking the lead to further improve our Quality and Customer Success departments, I am excited by our long-term ability to deliver for our customers, patients, and their families. With Janelle’s focus on customer success and quality, we can ensure we meet our clients’ and patients’ needs with the absolute best experience in after-hours triage.”
IntellaTriage was founded in 2008 to address a significant unmet need in hospice and home health by delivering nurse-first triage solutions and leveraging the largest team of registered nurses to provide compassionate, round-the-clock care 365 days a year. IntellaTriage uses a tailored approach for each client, offering providers and caregivers a direct line to trained nurses who operate above and beyond the traditional non-clinical answering service. For instance, IntellaTriage nurses can handle up to 80% of hospice caller needs, such as medication refills, symptom management guidance, and more. In addition, IntellaTriage has seen more than 250% growth over the last five years in response to industry demand for its tech-enabled services.
Founded in 2008, IntellaTriage is the nation’s leading provider of after-hours nurse triage for hospice and home health providers, hospitals, physician groups, health plans, and specialty practices. Through customized protocols and cloud-based technology, IntellaTriage provides access to licensed, registered nurses 24 hours a day, seven days a week. As an integrated partner, IntellaTriage improves the patient experience while reducing nurse burnout and providing quality after-hours care. Learn more at intellatriage.com.
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Hakan Ozturk is a Paris-based Customer Success leader with over 15 years of experience in the computer software industry. Passionate about driving growth and delivering value to strategic customers, Hakan has established himself as a trusted industry expert. As the Founder of The Customer Success Café Newsletter and TopCSjobs.com, Hakan provides valuable industry insights and daily-updated job opportunities worldwide in the field of Customer Success. Connect with Hakan to unlock your company’s potential for success.