• Responsibilities include general leadership over operational execution on claims & coverage review processing, vendor oversight, budget management, personnel development, and strategic planning• Led a team of 350+ internal and external resources to consistently deliver exceptional performance metrics in turnaround time, accuracy, and customer service.• Operational leader of pharmacy claims and coverage review teams in a $200M budgeted division• Consistently delivers exceptional performance metrics for turn-around time, accuracy, answer and handling speeds• Achieved a 70% reduction in claims processing budget ($10M to $3M) over 5 years by implementing process improvements and innovative technology solutions.• Successfully implemented an industry-first web-based self-service functionality through strong technology partnerships and adoption of the Agile Delivery framework.• Demonstrated exceptional negotiation and collaboration skills by managing supplier and union contracts, and lead multiple successful large-scale integrations during M&A activity.

• Led a team of Communication Managers and external fulfillment vendors to automate over 100 million digital transactions (calls/emails) annually, resulting in a 10% efficiency gain.• Launched a new text channel for the specialty business resulting in a 2% increase in customer engagement.• Oversaw the successful completion of the final phases of the Medco integration and the Department of Defense contract changes.

• Successfully managed the paper claim processing operation for commercial and workers' compensation business units across two locations; Saint Louis, MO & Chennai, India.• Oversaw a team of 35 claims analysts and 200 external resources through direct reports and vendor oversight.• Ensured 100% fulfillment of performance guarantees on a processing volume exceeding 2 million claims annually.• Led client migration and vendor consolidation project, achieving 20% cost reduction and generating $4 million in annual synergies.• Spearheaded site consolidation efforts, centralizing operations resulting in over $1 million in annual cost savings.

• Responsible for the day to day operations of a team of twelve individuals who managed the processing of daily eligibility related files.

• Senior level member of the Eligibility department who was responsible for numerous different functions including; quality assurance & internal auditing, training & development for employees, business rules engine administration, team documentation and SharePoint development & administration.

• Established WAN connectivity between client LANs and the Savvis network by utilizing TCP/IP and configuring Savvis edge devices (bridges and routers) in a remote environment.

• Escalation point for external clients and internal auditor within the service delivery organization with process management responsibilities including revenue forecasting & reporting.