Led team of six mid-career professionals: hiring and onboarding new team members, managing work capacity and pipeline of engagements, providing mentorship, setting goals, and monitoring progress.Co-led development and implementation of Business Process Management center of excellence: developed and implemented program, defined and established standards for process documentation, selected and implemented central storage solution for process documentation, and advocated for the importance of BPM as an ongoing function to business leaders.Oversaw creation and implementation of Business Process Management training program for business process owners; designed and implemented in-depth training program on lean six-sigma principles using a DMAIC framework. Facilitated training sessions, and trained other facilitators.Led effort to blueprint processes across the organization, including assessing current state of process documentation for all departments and all programs (SCO, ICO, MAPD), identifying gaps, and working with business leaders and subject matter experts to update and create process documentation.Created enterprise-wide Business Process Hierarchy and Taxonomy; consulting with key company-members to create visual depiction of end-to-end processes for the organization, from the macro-level to increasing levels of detail, and cataloged named owner for each identified process.Led business process support of major multi-year initiative to transform Claims Operations, including implementing a new vendor. Partnered closely with project management and business owners to create over 30 new business process flows and Standard Operating Procedures.Supported other optimization and transformation efforts across clinical and operations areas, including designing and implementing new processes.Organized and facilitated all-department team off-sites, enhancing cross-functional collaboration.Piloted department newsletter.

Conducted comprehensive analyses, presented recommendations for improvement, and documented road-maps to future state for high-urgency, cross-functional processes including member communications and COVID response initiatives.Mentored team members, supporting onboarding and overseeing engagement scoping.

Optimized key processes, including transportation call center stabilization, annual member assessment optimization, and clinical fulfillment team design

Simple Machine makes theatre for artists and audiences. Simple machines are the essential building blocks of every complex mechanical device that moves and changes the world around us. Character, language, and action are the essential elements at the heart of all theatre. By focusing on these fundamentals, Simple Machine makes theatre that is engaging, accessible, and affordable.Full productions:"rogerandtom" by Julien Schwab"The Turn of the Screw" by Jeffrey Hatcher"Or," by Liz Duffy Adams

Collaborated with external and internal clients to assess needs for current and upcoming initiatives, design solutions, and support IT testing and user acceptance testingDeveloped business requirement documents, use cases, and BPMN workflows for software development projectsKey projects included: Mapping for migration of major Plan (Emblem) from CONNECTS system to Flexcare360Translating functionality of Florida DCF provider portal to Beacon eServices portalImplementing treatment data capture process for Autism Services Group (ASG) via provider entry in eServicesAssessing system impacts for Health Exchange Implementation and the introduction of ‘Grace Periods’Created Configuration Training Manual

• Supervised customer service staff; managing hiring, training, and performance monitoring• Tracked customer service trends and ensured state contractcompliance; producing monthly andquarterly reports• Resolved complex issues with external and internalcustomers

• Piloted revision of department Desk Reference Guide and Policies and Procedures Manual• Created and implemented standards and procedures for automated call monitoring