In my role, I am deeply committed to fostering inclusive workplaces through the thoughtful design of Diversity, Equity, and Inclusion (DEI) resources and conducting comprehensive workplace studies and analyses. This approach allows me to identify and implement appropriate solutions and strategies that resonate across diverse teams. My leadership was instrumental in spearheading the integration of DEI principles within our organization, carefully aligning with our overarching goals. By leveraging both qualitative and quantitative data analysis, I have been able to guide strategic development and ensure cultural alignment across our global workforce of 170,000 colleagues.Leading a dedicated team of over 10 People Business Partners and DEI practitioners, I have focused on developing and implementing nuanced DEI strategies that are directly relevant to their supported businesses. This effort has notably led to improved Inclusion NPS scores, showcasing the tangible impact of our work on the organizational climate. I have been pivotal in designing DEI tools and resources with a keen focus on cultural competency and health equity. This initiative is geared towards promoting equity and accessibility by tailoring our services to meet the needs of diverse populations, thus underscoring our commitment to creating environments where every individual can thrive.

My leadership extends to promoting inclusivity and cultural understanding for Native American and Alaskan Native colleagues and communities across the United States. By advocating for deeper cultural insights, I facilitate Diversity, Equity, Inclusion, and Accessibility (DEIA) sessions that serve not only to educate but to bridge gaps between diverse cultural perspectives. My role involves advising colleagues and guiding external partnerships on strategic decisions that enhance our organizational cultural awareness. This dedicated effort ensures that our initiatives and strategies are inclusive and respectful of the rich cultural heritage and unique challenges faced by Native American and Alaskan Native communities, fostering a more inclusive and understanding workplace environment.

In another significant effort, I executed a transformative Diversity, Equity, and Inclusion (DEI) strategy that impacted 65,000 employees. This strategy was anchored in data-driven methods to engage the C-suite effectively and foster collaboration across cross-functional teams. Through a detailed analysis of internal operations, I developed DEI learning programs that facilitated informed decision-making and cultivated an enhanced organizational culture.Furthermore, I have established dynamic partnerships with HR, Learning & Development, and business leaders. These collaborations are designed to ensure a nuanced yet consistent delivery of DEI content, leveraging my project management and operational execution capabilities. This strategic approach enables us to embed DEI principles deeply within the organization, ensuring that every employee benefits from a more inclusive and understanding workplace environment.

My leadership extended to overseeing the analysis of our Diversity, Equity, and Inclusion (DEI) program's impact and effectiveness. This critical work contributed to the development of a comprehensive, data-informed DEI strategy across our organization. A notable achievement from this initiative was the escalation of authenticity and belonging scores by 15% within just 6 months among a focused group of 500 colleagues. This improvement underscores the tangible impact of our DEI efforts on fostering a more inclusive and supportive workplace environment.Further expanding our DEI initiatives across the U.S. was a monumental effort, strongly supported by CEO endorsement. This strategic move led to the formation of 30 national councils, a significant milestone that demonstrates our commitment to scaling DEI efforts nationally and creating a more inclusive culture across all our operations.In addition to these efforts, I implemented a nationwide employee appreciation initiative. This initiative was aimed at improving employee engagement and enhancing gratitude interactions within the workplace. The results were remarkable, catapulting employee gratitude interactions from 700 to 2,800 messages weekly. This surge not only reflects the success of the initiative but also highlights the power of appreciation in building a positive and engaging work environment.

• Lead organizational change initiatives to create a culture of accountability and achievement• Develop and implement innovative solutions to transform Plan into a high-performing system with improved quality and lower costs• Collaborate with segment partners and leadership to develop and disseminate UHC vision and strategy based on identified trends, drivers and issues that affect the Medicaid/Medicare population• Design implementation programs, processes and content through identified best practices for effective and efficient technology models • Create and optimize internal methods for process improvement, program and project management and ideation

Assisted in the management of affordability initiatives to achieve overall health plan savings; Established and implemented process improvement initiatives to promote compliance with applicable laws and contractual obligations with Health Plan leaders and internal/external stakeholders; Maintained various work-plans for Provider Network remediation, audits and health plan readiness reviews; Collaborated and liaised with applicable internal stakeholders to promote adherence with state regulations

Business subject matter expert, experienced in business analysis and requirements gathering as they pertain to NYS Regulatory Complaints. Lead process design and project implementation teams in process improvement activities. Lead and manage customer readiness activities and project implementation teams in process improvement activities. Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools.Lead business partners in the creation, implementation and evaluation of Total Quality Management (TQM) programs. Perform research and analysis of appeals and complaints filed with government entities from members and providers. Deal with complex complaints and work across the organization to ensure timelines are met.Gathers information from various sources and compiles a succinct response to regulators. Analyze and render final decisions of complaints according to procedure, state and federal guidelines, benefit plan guidelines, internal policies and work flows. Consult with Clinical, Legal, Network, Senior Management and other departments to assure decisions meet all regulatory guidelines and result in customer satisfaction. Consult with external vendors to resolve high profile, complex complaints.Responsible for interface with members and providers as required, regarding status, process and outcomes of regulatory complaints. Responsible for maintaining the relationship with client customers by researching, resolving and responding to customers

Responsible for overseeing the overall day-to-day operations of the non clinical team. Primary accountability is paramount in the achievement of department goals, performance against established metrics, and enabling the Care Managers (RNs) to service the Participants.Worked with several other members of the team to develop mechanisms and metrics to measure team performance and is responsible for ensuring an environment of accountability and continuous improvement. Responsible for ensuring effective and efficient operation of the non clinical area, consistency across pods, and a superlative experience for all stakeholders. Compliance with state guidelines and procedures is paramount serves as subject matter expert arbitrating all understandings to ensure proper handling of Participants’ benefits.Facilitated cooperative relationships with other departments and acted as an interface to ensure the provision of excellent customer service and a focus on process improvement. Ensured the staff worked seamlessly with all department staff to ensure that all participant healthcare needs were met effectively and efficiently. Served as a critical component of Special Populations leadership setting direction for the non clinical staff and worked to anticipate potential challenges and issues before they occurred and pro-actively developed solutions

Provided non-clinical supervision/support for 1,700 New York State Medicaid/Medicare recipients. Manage team of five staff members to ensure proper coordination of care. Subject Matter Expert (SME) for Personal Care Services Benefit. Worked with senior leadership on various Long Term Care program implementations for New York. Created, maintained, and executed Standard Operating Procedures (SOP’s) job aid’s, and work flows. Business Segment Liaison—onboard new hires; research and manage application/software requestsSupervised a team of non-clinical staff. Responsible for administrative intake of referrals for Home and Community Based services from field care coordination staff or service providers. Managed providing information on available network services and transferring members as appropriate to clinical staff. Managed the referrals process, processes incoming and outgoing referrals, and prior authorizations

• Authorization/Utilization Management and Case Management of 440 members who have been assigned by New York State to the Personal Care Services Program—a mandated benefit • Responded to incoming provider and enrollee calls• Resolved customer service inquiries to include: provider notifications, status of pending determinations• Worked within notification database which included ICD-9, ICD-10 and CPT coding• Provided excellent customer service to both providers and enrollees• Completed Administrative duties as assigned

• Completed Data Collection and Data Entry for various HEDIS measures in MedCapture and Access• Supported team of 10 HEDIS LPN’s/RN’s• Provided Administrative Support to Quality Department