Rachel Heston serves as Associate Director, Client Support at PMMC, where she leads teams responsible for contract accuracy, workflow optimization, and client support operations. Since joining PMMC, Rachel has built a strong reputation for translating complex contract terms and payer requirements into actionable solutions. She is passionate about developing high-performing teams, improving operational processes, and delivering exceptional client experiences.
Rachel began her career at PMMC as a Client Support Analyst, supporting both implementation and operational clients. This experience gave her a comprehensive understanding of the full client lifecycle and the unique challenges healthcare organizations face during implementation and ongoing operations. As she advanced into leadership roles, she expanded her focus to process improvement, contract optimization, and team development. Today, Rachel oversees client support functions while partnering closely with Client Performance Managers to ensure timely, accurate, and effective support. Rachel has led several initiatives that improved efficiency and outcomes, including streamlining Medicare deliverable creation from a two-week process to just a few days. She has also developed SQL-based solutions that helped identify financial improvement opportunities for clients and strengthen collaboration across teams.
Rachel earned her Bachelor of Science in Public Health from the University of South Carolina. She also holds a Certified Revenue Cycle Representative (CRCR) credential. Outside of work, she enjoys reading, practicing hot yoga, and spending time with family and friends.