Brian Edwards Email & Phone Number

Leawood, Ks, Us

As vice president of membership for the American Academy of Family Physicians, AAFP, Brian is responsible for leading acquisition, retention and revenue growth of the AAFP membership faction as well as overseeing five departments (Member Experience, Member Strategy, Member Operations, Member Resource Center and Chapter Relations). In this role, he demonstrates AAFP’s membership value proposition of unparalleled advocacy, education and social opportunities. Additionally, Brian manages the relationship between the national organization and 55 local chapters across the United States.Highlights include:✔ Developed and executed innovative membership strategies, enhancing AAFP's financial foundation and expanding its market presence✔ Revolutionized customer experience strategies, fostering organization-wide adoption and driving significant improvements in customer satisfaction metrics✔ Pioneered all-employee event, fostering a culture of inclusivity and significantly enhancing employee engagement across the organization✔ Championed and obtained crucial board funding, driving the successful execution of strategic initiatives that revolutionized customer experience across the organization✔ Revolutionized member engagement approach, achieving unprecedented satisfaction levels and significantly enhancing retention metrics among key demographics

Leeꞌs Summit, Missouri, Us

As director of Customer Experience Center of Excellence at GEHA, Brian implemented member experience initiatives, ensuring initiatives were completed to improve member needs, and partnered with various GEHA divisions to ensure incorporation of human-centered design into all business decisions. Additionally, he oversaw the Appeals and Grievance department/operations, shepherding the process to resolve member appeals. Highlights include:✔ Spearheaded the creation of a data-driven customer experience framework, enhancing actionable insights and leading to more personalized client solutions✔ Orchestrated a strategic overhaul of key processes, leveraging human-centered design to enhance customer experience and operational efficiency

Kansas City, Mo, Us

As director of operations for Blue Cross Blue Shield of Kansas City, Brian oversaw call center operations, including a staff of 200 split into teams handling various lines of business (dental, pharmacy, medical, etc.) and aligned company strategy with the operational framework, metrics and outcomes associated with the call center. He also directed HR duties such as conducting interviews, hiring employees—including clinical staff and customer service representatives—and developing job scope and job descriptions pertaining to staffing of newly developed clinics.Highlights include:✔ Streamlined call center workflows to enhance first contact resolution and speed to answer, driving a significant improvement in operational performance✔ Led the conceptualization and implementation of innovative care delivery, revolutionizing patient care and earning national recognition for healthcare innovation✔ Fostered a culture of excellence through targeted mentorship, resulting in consecutive industry awards and setting a new standard for call resolution efficiency✔ Transformed customer experience through the introduction of a concierge service, outperforming traditional models in customer satisfaction and loyalty

Kansas City, Mo, Us

As manager of customer experience at BCBS of Kansas City, Brian Served as the customer advocate across all corporate initiatives and planned, directed and managed activities allowing BCBS of Kansas City to cultivate a customer-centric culture. He formulated customer acquisition and retention strategies and devised additional strategies, policies and programs to create positive customer experiences (such as the Voice of the Customer program). Additionally, Brian oversaw enterprise member communications. Highlights include:✔ Orchestrated a user-centric website overhaul, enhancing the digital customer experience and driving significant improvements in user engagement and satisfaction metrics✔ Spearheaded a comprehensive brand enhancement strategy, elevating the company's regional JD Power ranking by 5 positions and significantly improving market presence✔ Showcased outstanding performance and leadership acumen, earning promotion from Customer Experience Manager to Director of Operations, while implementing efficiency measures that boosted team output and reduced operational costs

Kansas City, Mo, Us

As manager of operational readiness at Blue Cross & Blue Shield of Kansas City, Brian led and managed a full portfolio of nearly 50 projects facilitating changes required to align with ACA requirements. He created new business processes and invested in new technology to support health care reform and facilitate better healthcare access for members. A significant part of his position included conducting enterprise-wide training and awareness on new product lines and requirements, benefit structures and cost levels as a result of the Affordable Care Act reform. Highlights include:✔ Developed and executed innovative ACA compliance strategies, expanding market presence and driving substantial revenue growth✔ Recognized with promotion to Customer Experience Manager for implementing strategies that significantly enhanced customer satisfaction and loyalty

Kansas City, Mo, Us

In 2005, Brian transitioned from T-mobile to BCBS of Kansas City, where he assumed position of business process manager. In this role, he facilitated business process engineering with various departments to increase efficiency and maximize member satisfaction and optimized business models, incentive systems and performance management tools. Additionally, Brian led business strategy, planning, change management and execution around business process improvements.Highlights include:✔ Spearheaded a comprehensive workflow analysis initiative, driving process improvements that significantly enhanced operational efficiency and cost-effectiveness✔ Championed a comprehensive business process overhaul, driving significant improvements in operational efficiency and processing speed across the organization✔ Demonstrated exceptional leadership and strategic acumen, resulting in accelerated career progression and the successful execution of multiple high-priority organizational initiatives

As program leader at T-Mobile, Brian was responsible for integration of multiple product lines. He also ensured call centers were operating according to strategic initiatives.Highlights include:✔ Identified call center process improvements for migration that saved nearly $400k in agent hours.

Master Of Business Administration (Mba), Finance, General

Bachelor Of Business Administration (Bba), Finance, General