Christopher Wagner Email and Phone Number

• Proposed and established new Systems & Support team within the VMO to address identified gaps in VMO operations.• Provide CLM platform (Icertis) implementation support by partnering with stakeholders for requirement collection, development and customization of platform content and associated workflows, set security parameters and manage access.• Develop processes and lead team responsible for SharePoint Online administration, security, workflows, customizations, providing ongoing technical support, as well as providing user training.• Establish overall Vendor Management Organizations data infrastructure, develop tracking mechanisms and performance reporting based on dept. and vendor KPIs.• Guided team to produce consolidated reporting dashboards for individuals and teams, develop tools and automations with associated training to support greater overall efficiency, while collecting, maintaining, and enhancing the Sentara Health Plan vendor portfolio data.• Drive team which serves as point of contact and workgroup representation for all external/regulatory vendor audits providing the requested documents and reports.• Establish internal VMO auditing by defining audit criteria, determining frequency, sharing findings and monitoring remediation or data collection efforts.• Led team to establish and maintain the Vendor Management Policy & Procedure inventory, provide annual reviews ensuring document compliance, and produce Process Maps for all vendor business areas.• Manage the intake of VMO business/process improvement requests, provide project planning and support project execution.

• Validate invoices, track performance guarantees and issue notices of non-compliance for an $8M portfolio consisting of 15+ clinical and non-clinical vendors serving various Medicare and Medicaid lines of business and initiatives.• Support department workflow development for efficient process execution and lead project to complete process documentation.• Lead effort in design, launch, and continued support of VMO SharePoint site for materials management, operational transparency, and increase access to vendor data. • Developed the Vendor Database and associated Vendor Risk Assessment to determine overall vendor impact to business for the purpose of gauging vendor oversight needs. • Designed the VMO Analyst Dashboard to consolidate all Analyst activity documentation and tracking for the purpose of providing a high-level overview of VMO operations and impact.

• Served as relationship manager for clinical and non-clinical vendors that provided delegated services to the health plan. • Supported business owners with various daily operations conducted by vendors as well as led short term projects to ensure timely execution of initiatives. • Reviewed vendor contracts to ensure compliance with Medicare and Medicaid program requirements. • Defined and tracked vendor service level agreements to ensure compliance audit readiness. • Evaluated vendor services and analyzed utilization data to identify cost savings opportunities or vendor consolidations.

• Organized and executed social events which include charity benefits, networking socials, community outreach, volunteer opportunities, educational seminars, and closing banquets.• Partnered with beneficiaries and Outreach Director to establish multiple avenues for donations through events and fundraising initiatives.• Developed an awards program for players and teams which promotes charity, inclusion, and community.• Identified and secured new or continuing sponsorship leads.• Coordinated with the Sponsorship Director to ensure partner agreements are met through cross promotion and advertisement of sponsor contributions.• Collaborated with the Social Media Director on all event and sponsor promotion and advertising.• Participated in Board Meetings to ensure all decision making is aligned with the Stonewall National vision.• Served as brand ambassador for Stonewall National.

• Introduced and implemented Clinical Quality Calibrations to ensure Quality Auditor consistency in providing feedback and coaching for improved performance of Clinical Teams. • Contributed to development of policies and procedures related to quality, clinical process, and documentation in alignment with Medicare and Medicaid regulations. • Collaborated with the Clinical Care Operations team on project implementation, compliance oversight, resolution of issues, and mitigation of risks. • Analyzed audit data to report quality of work while identifying trends for increased clinical efficacy. • Upheld compliance requirements per NCQA, HEDIS, CMS, DMAS, Humana and others as required

• Created and implemented a process for member file audit, remediation, associate coaching, and reporting. • Conducted member file audits on Medicaid/Medicare dual enrollees to ensure state & federal compliance. • Coached Telephonic Care teams for improved performance and adherence to process and policy. • Facilitated Interdisciplinary Care Team meetings for improved member care. • Completed data validations for regulatory reporting to DMAS.

• Motivated call center team to meet or exceed department metrics and goals to become top performing team at the site-specific level for Q2 and Q3 2015. • Increased net promoter score by 10% to exceed departmental standard within first 60 days through call quality reviews. • Drove down regulatory error rate by 90% within in first 60 days through independent coaching and refreshed agent training. • Conducted weekly leadership calibrations to ensure consistency across multiple sites. • Led weekly team meetings and conducted bi-weekly performance reviews with all direct reports.

• Contributed to the development of new products and programs to increase revenue and product diversity for the Population Health line of business. • Increased client satisfaction rating by 45% through improved response quality by implementing agent contact evaluations. • Created and adhered to service level agreements with an average of 98% compliance. • Developed forecasting and staffing models to predict monthly support coverage needs. • Created and presented project post-mortems to executive leadership.

• Motivated customer support team to provide industry leading service to various clients and their members via phone, chat, and email. • Developed daily, weekly, & quarterly reporting for trend identification, project tracking, and product launches. • Managed multi-program MMIS and created training materials for agents to expertly use MMIS and related processes.

• Efficiently answered multiline phone system, online chat, and email inquiries maintaining an answer rate above 98%. • Conducted 50+ daily outbound calls to gather missing PHI or lab order data. • Reported patient critical values and infectious disease test results according to state and federal guidelines. • Scheduled appointments for multiple service provider calendars.

• Managed multiple stylist & aesthetician schedules. • Answered multi-line phone system while balancing face to face client needs. • Maintained a clean and inviting environment for clients and service providers. • Conducted sales promotions to increase product revenue. • Tracked inventory, ordered retail products and office supplies.• Increased client base and retention through high level service and repeat booking procedures.

• Managed multiple stylist & aesthetician schedules.• Answered multi-line phone system while balancing face to face client needs.• Maintained a clean and inviting environment for clients and service providers.• Conducted sales promotions to increase product revenue.• Tracked inventory, ordered retail products and office supplies.• Increased client base and retention through high level service and repeat booking procedures.

• Managed and maintained the regional training program materials and budget for the mid-Atlantic territory.• Planned and executed quarterly train the trainer seminars for groups of 50+. • Conducted seminar evaluations for increased engagement and improved training materials.

• Managed and maintained site-specific training team.• Managed site-specific staffing levels.• Hired and onboarded all new employees.• Conducted weekly service quality reviews and provided coaching for improved performance. • Facilitated new restaurant opening operations and provide training to all new hires.• Increased team member training certifications by a minimum of 10% each quarter.• Implemented local marketing efforts for increased sales.