Cheryl Williams Email & Phone Number

Overland Park, Ks, Us

United States, Us

• Lead and oversee diverse teams in Information Technology, Call Center, Prior Authorization, and Rebate Administration.• Foster and maintain robust relationships with internal and external stakeholders.• Ensure seamless operational integration to enhance service delivery for a large Medicaid State.• Provide leadership, guidance, and mentorship to team members.

• Provide leadership to Sr. Client Managers supporting Health Plan clients nationwide with Medicare, Medicaid, and D-SNP vision benefit plans.• Emphasis is on client retention and contract renewals by building and cultivating client relationships to understand their goals, assess their needs, and provide recommendations to help them achieve their business objectives.• Deliver operational excellence in all phases of implementation, deployment, transition and tracking of Medicaid and Medicare operational projects.• Designed a new process with Reporting Leadership to streamline client reporting process to adhere to Service Level Agreements (SLAs).• Established best practices within the department to enhance operational collaboration and to achieve a high-performing, cross-functional team.

Woonsocket, Ri, Us

• Senior level liaison for State Medicaid and CMS Dual benefit plans with a focus on solutions and process improvements for service delivery on pharmacy benefits • Developing and presenting quarterly/annual reporting to clients on drug trend and financial performance• Responsible for supporting the strategic implementations of multiple projects in line with CVS products and services• Monitor contractual Service Level Agreements (SLAs). and State/CMS requirements to mitigate company risk and ensure positive member experience• Collaborate with Rebate Team to setup new rebates programs for signed clients

Woonsocket, Ri, Us

• Provide leadership to the largest health plan client operating in 20 states with 14 million lives• Work in partnership with business unit operations, claims and encounter counterparts to ensure state and federal encounter file meets business requirements for Medicaid, Affordable Care Act (ACA), and Medicare line of business• Collaborate with internal stakeholders on developing new standard operating procedures (SOP) to meet department goals and improving the client experience

Woonsocket, Ri, Us

• Responsible for the leadership, oversight, and strategic direction of 18 Pharmacy Benefit Configuration Analyst teams in multiple sites; accountable for the project plans of design and configuration of 28+ national and regional Medicaid and Affordable Care Act (ACA) Health Plans nationwide covering over 8 million lives.• Successfully implemented company’s 2nd largest Medicaid client in 2016 and 18 Affordable Care Act (ACA) clients in 2014 through 2017.• Dedicate operational excellence in all phases of planning multiple projects, deployment, transition and tracking of Medicaid and Medicare operational projects.• Led cross-functional improvement initiatives from strategic planning through tactical execution to meet clients Service Level Agreements (SLAs).• Dedication to team member development resulting in five (5) direct report receiving promotions to leadership positions throughout the organization and 7 inline promotions.• Mentored other Managers within the division by providing best practices, consultation, and training.• Created key performance indicators (KPI) for team to drive accountability improve client experience.• Established a new standard operating procedure (SOP) on how to document client's requests for the Configuration Department, resulting in higher quality of coding, client satisfaction and client audits.• Developed standardized reporting and dashboards using Salesforce to monitor key metrics and trends.

Woonsocket, Ri, Us

• Responsible for managing, leading and developing a team of Account Managers, Benefit Relationship Managers and Benefit Analysts dedicated to supporting Medicaid, Medicare and Marketplace for large prescription health benefit plan clients nationwide • Received a 4.8 out of 5 on client satisfaction from internal and external clients• Oversee the development of operational timelines and project plans to effectively execute benefit changes within client performance guarantee expectations, ensuring exceptional client service• Identify efficiency opportunities in processing requests to reduce service warranties and ensure timely client responses on all inquiries• Member of the Leadership Team responsible for driving company goals and service initiatives

Holliston, Ma, Us

• Accountable for strategic leadership in client engagement, service excellence and retention to support revenue growth• Consult with cross-functional teams and external stakeholders to forecast and define scheduling of project requirements, determine metrics, and operational objectives• Strategically cultivate and foster relationships with Fortune 500 clients, channel partners and vendors to support long-term business goals • Increased company value by $500K through new client implementation strategy• Produce and negotiate Statement of Work (SOW) and SLA Agreements that fulfill client enterprise-wide program needs• Converted to a consultant through August 2013 – December 2014

San Jose, Ca, Us

• Managed and provided strategic insight for a virtual 15-person project team on a $1.3MM Contact Center IVR (Interactive Voice Response) Healthcare Initiative• Collaborated with ASA Solutions on the eight-month project • Cultivated and enriched relationships with clients and vendors of all levels and disciplines • Initiated client meetings to promote strategic roadmaps and discuss results on IVR programs

Holliston, Ma, Us

• Established a strategic partnership with a global BPO (Business Process Outsourcing) company and became their #1 vendor for design, development and implementation for IVR (Interactive Voice Response) self-service solutions• Doubled sales revenue within the first 6 months of being promoted to VP, Client Services• Designed and implemented continuous improvement strategies that increased client delivery satisfactions by 43%• Effectively maintained 100% client retention rate for self-service implemented solutions for 60 clients over a seven year timeframe• Managed process improvement for client delivery, individual and team performance and fiscal management• Spearheaded the design and implementation of key performance indicators (KPI) throughout the company to drive accountability and growth• Focused on client metrics such as service levels, client satisfaction scores, and client retention• Performed all levels of employee management, including coaching and counseling, organizational development and disciplinary action • Directed marketing and planning for conferences and tradeshows throughout the United States

Holliston, Ma, Us

Led sales and recruiting initiatives within North America for the Technology Resourcing Division