Responsible for leading a team of Project Managers and Business SMEs primarily focused on standardization and optimization of CRM Agent Desktop processes to improve business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring key process performance indicators. Driving growth, system integrations, member migrations, and process improvement projects for Customer Service functions.• Selected by Executive Leadership to be Member and Provider Services Team Lead for post go-live warranty integration support from January 2021 through August 2021 for six system integrations migrating over 1.4M Medicaid members across platforms and two greenfield implementations totaling over 500K Medicaid membership growth to the organization.• Delivery Lead for a $7.2M CRM Transformation project impacting all member and provider agents across the enterprise• Developed and implemented three separate intake processes to allow a submission of system enhancement requests for each supported system to include tracking and oversight through all phases from intake to deployment.• Aligns with enterprise partners to define backlog and present the business case to compete for funding and ultimately ensure execution to output related to CRM system enhancements.• Performs process improvement methods such as voice of the customer and root cause analysis to identify targeted solutions to customer service inefficiencies for focused improvement efforts.

Responsible for all duties of a Project Manager with the addition of directing work, providing training and guidance, and providing feedback on performance to all team members.• Continued as Project Lead for the NC Medicaid implementation with successful preparations and creation of a well-defined transition plan during transition to Senior Manager, Operations.• Utilized a variety of skills and influence to break down barriers and gain support of initiatives.• Helped facilitate top-level decision-making, strategic planning and improved communications.• Mentored lower-level PMs to assist with growing their abilities to manage complex projects.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Directed planning and implementation of Mergers and Acquisitions, Expansions and New Business Initiatives for 20 different workstreams within Operations as Project Lead. Authored and implemented project work plans and liaised with internal customers, stakeholders, and operational management teams throughout process.• Involved in the NC Medicaid RFP submission which was one of five contracts worth a combined $6B per year award; scoring the highest out of all five plans which was the first time WellCare scored first on any RFP submission.• Appointed by Executive Leadership as Project Leader for the successful facility build-out of a new ~300 seat call center in Jacksonville, NC over a span of three months in addition to being assigned project lead for the NC Medicaid implementation project.• Led project team through three different successful State Medicaid Readiness Reviews for Kentucky, Georgia and North Carolina with little to no deficiencies noted on presented topics.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Supported Finance department on special project-based work with a focus on the Cash Applications department. Identified and implemented system enhancement projects for Oracle AR Financials.• Led cross-functional team responsible for implementing the single payment processor vendor (Fiserv) that spanned across the organization, including Information Technology, Operations, and Finance departments.• Performed and coordinated all UAT on system changes and projects for Cash Applications as well as Billing and Enrollment processes that have downstream impacts on Cash Applications functions.• Responsible for project management and successful implementation of the Kentucky 1115 Waiver project for the Cash Applications department within Finance.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Responsible for leading, managing and developing a team of nine full-time associates, with one remote associate located in another state. Achieved positive results on implementing multiple quality control steps on all department processes.• Reduced the number of payment-posting errors by 75% across the department within a two-month period by offering regularly scheduled trainings on advanced level research techniques and implementing quality control processes.• Managed total monthly cash deposits of ~$17M, including performing a monthly EFT draft of ~$1.4M for ~36,000 total members and transmitted the EFT NACHA file to the bank.• Created cross-training opportunities allowing a rotating schedule between staff to gain experience and prevent burnout.• Streamlined and optimized processes within department to ensure improved efficiencies across different functional areas.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Responsible for all projects within the Cash Applications department from execution through output. Performed all user acceptance testing (UAT) for Cash Applications.• Project Lead representing the department on the successful implementation of the Health Insurance Exchanges plans for Cash Applications systems and processes.• Trained department on new Health Insurance Exchange plans and processes.• Provided continuous process improvement initiatives to improve member payment posting to AR system.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Managed projects for the management team for new business. Responsible for the coordination of management team’s project plans and processes for Claims and Configuration related enhancement projects.• Participated on project team for the Windsor Health Group Acquisition.• Collaborated with cross-functional departments to help identify system claim auto-adjudication improvements and to rectify the issues at root cause.• Produced high level synopses and market communications on operational and configuration changes.• Created presentation materials for steering committees, department overviews and training.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Provided administrative support to the Vice President of Contract Operations and leadership team within the department.• Performed project management for the Missouri Aetna Acquisition and EasyChoice California Acquisition.• Developed communications for department events, operational changes and high-level synopses.• Responsible in the aiding of litigation preparations for the Vice President of Strategic Operations.Formerly WellCare Health Plans - Centene Corporation acquired WellCare Health Plans on January 23, 2020.

Performed office management and administrative support for the Therapeutics department which consisted of a staff of fifteen nurses (LPNs and RNs) and one Director for the department.• Scheduled and coordinated patients and machine moves for procedures at local hospital facilities.• Created and maintained patient charts.• Compiled statistical reports for the department.• Developed a Microsoft Access database for data entry of completed paperwork which included patients vital signs and lab work for storage, easy retrieval, and research rather than using paper charts.• Assisted with hospital credentialing of nurses and providing documentation for facility audits for staff.• Redesigned and implemented standard operating procedures (SOPs) for administrative functions.

With the promotion to Technical Assistant, continued all responsibilities as Laboratory Assistant (as seen below), with the following advanced duties being added.• Prepared blood components with approval from licensed personnel for patient orders.• Performed orientation and training to new associates.• Streamlined operating procedures ensuring high quality standards.• Consistently led all laboratory personnel in monthly order data entry in both quantity and quality, maintaining a 0% error rate.

Performed routine laboratory tasks to complete patient orders for blood and blood components.• Logged blood specimen samples for serological cross-match.• Maintained and prepared laboratory records and patient files.• Assembled statistics, recorded data and prepared reports for the Technical Manager.• Maintained on-site inventory of blood and blood components.• Performed research to track final disposition of blood products based on donor callbacks.

Participated in the development of document standards and implemented controls for use throughout all departments.• Provided documentation support for the Director of Operations.• Managed business strategic project initiatives from initiation to implementation for Operations department.• Initiated and implemented the Policy and Procedure project to standardize department policies and procedures which expanded company-wide after successful launch within the Operations department.• Performed training and support to departments within Operations and IT on project initiatives.• Produced presentation materials for executive management.• Compiled statistical reports for senior management.

Managed and maintained IT computer assets/inventory for U.S. controlled inventory for the IT Asset Management department. One of the founding associates who developed and implemented the foundational policies and processes of the department.• Acting lead for department dealing with escalated issues, training and supervising new associates.• Ensured accurate tracking of all inventory items based on allocation.• Maintained the Asset Management work queues in MagicTSD.• Developed and maintained policies, procedures and process flows effecting department operations.• Held project role working on business strategic project initiatives for the Operations department.• Managed and implemented the year-long MagicTSD to Oracle SRM conversion project and provided IT department-wide training of new software.