Led IT Demand Intake and Change Management for USMD Clinics in DFWTransformed IT operations across all USMD clinics in DFW through strategic demand intake and comprehensive changemanagement. Consistently surpassed SLA and KPI targets by implementing efficient project lifecycle procedures, developing agilestaffing strategies, and strengthening high-impact partnerships with IT leadership. As Major Incident Manager, collaborated acrossdepartments to implement root cause analyses and reduce incident frequency, while also overseeing a $5M IT Capital Portfolio andelevating team performance with customized ServiceNow dashboards. Developed and enforced a robust change management framework that reduced system downtime by 30% and boosted usersatisfaction by 25%. Managed a $5M IT Capital Portfolio, achieving 15% annual savings through precise cost analysis and optimized resourceallocation. Innovated custom reporting dashboards in ServiceNow, driving transparency and enhancing decision-making for IT teamperformance metrics. Built dynamic staffing plans and business forecasts, implementing capacity models to ensure alignment with project timelinesand demand. Reduced major incidents by 20% through proactive incident management and in-depth root cause analyses as Major IncidentManager. Enhanced Major Incident Program efficiency by 25%, reducing response times with streamlined processes and improvedescalation procedures. Collaborated with the PMO to refine and standardize project management methodologies, contributing to the developmentof a comprehensive PMO playbook that enhanced consistency across project lifecycles. Served as a Project Manager and Subject Matter Expert (SME) on key initiatives, providing insights and guidance to ensurealignment with PMO standards and optimize project execution.

Directed the Project Management Office (PMO) to Align Projects with Business ObjectivesLed the PMO to ensure all projects aligned closely with business goals, engaging stakeholders through clear, proactivecommunication. Drove design evaluations and provided critical feedback to maintain compliance with business, functional, and nonfunctionalrequirements. Championed initiatives to enhance operational efficiency, identifying optimization strategies to improveorganizational outcomes. Maintained strict oversight of project execution, ensuring consistent follow-up and comprehensive statusupdates throughout the project lifecycle. Served as Operations Consultant and Project Manager, ensuring alignment with business objectives through strategicstakeholder engagement and streamlined communication. Successfully deployed an identity management system across 35 clinics, impacting over 700 physicians and staff, completed10% under budget and two months ahead of schedule. Led conceptual design and data warehousing model reviews, delivering expert guidance to meet all business, functional, andbudget requirements. Sourced and engaged external resources to elevate business solutions, developing documentation that facilitated targetedvendor selection. Supported ongoing operations and continuous improvements in partnership with stakeholders, consistently drivingoperational efficiencies and enhancing effectiveness.

Claims Director and Project Manager for Optum's Data, Analytics, and Healthcare OperationsDirected high-impact operations for a centralized health plan within Optum's data and analytics, technology services, and healthcareoperations division. Drove adherence to organizational standards, coached teams on claims processing enhancements, andoptimized performance evaluations. Advocated for clear communication on goals and budgetary alignment, spearheading initiativesthat delivered significant cost reductions. Spearheaded operational strategy as Claims Director, achieving a $1.2M recovery by implementing enhanced claimsreprocessing systems. Directed fiscal management across divisions, strategically managing an $8M annual budget and consistently surpassingfinancial targets. Led the Build phase as Project Lead for Claims, Customer Service, and Provider Network Management, ensuring smooth,compliant operations across departments. Served as ICD-10 UAT Subject Matter Expert, overseeing the creation of Business Requirements and Design for ICD-10implementation, ensuring compliance and operational readiness. Directed the Stars/Hedis initiative as Project Manager, optimizing data usage and enhancing member engagement andsatisfaction.

• Comprehensive QA Expertise: Contributed to a 15% organizational growth by designing and executing enhanced QA systems, managing defect identification and resolution using Quality Center, and developing complex test plans that improved overall testing accuracy and efficiency.

• Comprehensive Team Management: Enhanced operational efficiency by managing daily inventories and resource allocations to achieve a 72-hour turnaround time, led quality assurance initiatives through audits and feedback, and improved team performance and error rates through meticulous performance management and development plans.

• Comprehensive Claims Management Expertise: Enhanced claims accuracy and customer satisfaction through rigorous quality control and defect reduction, played a pivotal role in CPT/ICD edit rules development to improve data processing efficiency, and led comprehensive training and process automation initiatives that boosted team productivity and performance.

Houston and Louisiana Healthplan Provider Relations LiaisonHealth Plan contact for Houston Healthplan customer service Helped in identifying system and processing issues within Plano officeWorked closely with Houston and Louisiana Management in identifying provider contractdiscrepancies, and facilitating system correctionsWorked in Baton Rouge, LA office with provider relations to reduce provider inquirybacklogMet regularly with Houston Healthplan management to effectively improve customerservice ORS function.Worked with state clients and stakeholders to shape procurements and identifyopportunities for value added services.Corresponded with operations staff to ensure keyclient deliverables and revenue goals were met.Revised policies and procedures in accordance with changes in local, state and federal lawsand regulations.

Main contact for Houston Plan Site HMO claims, ORS, and paper mailResponsible for distribution of Houston mail and ORS throughout the teamResponsible for maintaining 7 day turnaround on ORS and paper mail throughout the teamAssisted with customer service calls and inquiriesAssisted with sunset of IMCS system.Revised policies and procedures in accordance with changes in local, state and federal lawsand regulations.Diligently monitored the QA (Quality Assurance) program to improve performance andmaintain high standards of care.Corresponded with operations staff to ensure key client deliverables and revenue goalswere met.

Recruiting, Training, and Supervising Staff: Managed the recruitment, training, supervision, and appraisal of banking staff to ensure high performance and adherence to bank standards.Client Financial Advisory: Provided comprehensive financial advice to personal and business clients, assessing their financial needs and recommending appropriate banking products and services.Financial Assessment and Loan Authorization: Regularly assessed client financial circumstances, authorized overdrafts, and evaluated simple loans to align with bank policies.Promotion of Bank Services: Actively promoted the bank’s products and services to clients, driving increased utilization of offerings.Problem Solving and Report Writing: Resolved client and operational issues efficiently, and wrote detailed reports on banking operations and client financial statuses.Budget Management and Target Achievement: Managed budgets, monitored financial performance, and ensured that financial targets were met.Maintaining Records: Maintained accurate statistical and financial records to ensure compliance and support decision-making processes.