Employee Spotlight: Meet Melanie Horton, Customer Success Manager at Bamboo Health
This month, Bamboo Health is proud to spotlight Melanie Horton , one of our dedicated Customer Success Managers. Melanie’s commitment and expertise are instrumental in driving value for our customers and advancing the Bamboo Health mission.
In her role, Melanie supports our care coordination suite, which provides critical insights into patient hospital and facility encounters, enabling healthcare providers to intervene and manage patient care effectively. Melanie oversees a portfolio of enterprise provider organizations valued at approximately $5.5 million. These organizations manage value-based care contracts and assume the financial risk for their patients' total cost of care.
The Customer Success team at Bamboo Health is specialized and divided into several pillars: hospital/health systems, health plans, post-acute and prescription drug monitoring. Different teams lead each segment and operate in unique ways, ensuring tailored support for a diverse customer base. Through the team’s focused care and specialization, they support customers in realizing their organizational goals and ensuring the Bamboo Health solutions are helping organizations reach their desired return on investment. This focus on relationship management and mutual success helps retain customers while fueling new levels of efficiency and satisfaction.
Melanie’s role is dynamic and customer-driven, requiring her to align customer strategies and organizational priorities. She collaborates with nearly every department across Bamboo Health to solve customer challenges. Regular customer meetings are the highlight of her role, allowing her to build strong, strategic partnerships.
Balancing various customer needs can be challenging, especially as the primary point of contact for multiple initiatives. Melanie credits her ability to stay nimble and embrace the support of a strong team for her ability to overcome these challenges. Each team member has unique strengths, and it is crucial to leverage leadership support while managing customer-facing responsibilities.
One of the initiatives Melanie is most proud of is her “Work Hard, Play Hard” development series, where she collaborates with her Bamboo colleague, Val Aliu, to foster team cohesiveness and provide tailored professional development opportunities. The "Work Hard" component equips the team with tools to manage retention and improve efficiency through guest speakers and webinars. Some past topics include enhancing customer engagement, utilizing artificial intelligence strategies, leveraging customer insights and improving product knowledge. The "Play Hard" segment includes virtual events with relationship-building activities.
Melanie’s passion for healthcare and its evolution is evident in her role. The opportunity to collaborate on value-based care initiatives is particularly rewarding for her. Before joining Bamboo Health, she used admission, discharge and transfer (ADT) technology to help providers earn shared savings in value-based care contracts. She finds great satisfaction in being part of a team that supports the true health heroes – the clinical care teams consistently working to improve cost, quality and care.
On the weekend, you’ll likely find Melanie enjoying the start of her day with a strong cup of joe, followed by a workout such as walking, yoga or biking. Having been married for 27 years with three grown children, she values time spent with family and friends, while also relaxing with an engrossing book or a knitting needle in hand. Even better is coupling these activities with a day at the beach.
We celebrate Melanie’s journey, customer contributions and the passion she brings to Bamboo Health, driving our mission to innovate and improve healthcare.