• Identify, develop, implement, and maintain efficient processes and standard operating procedures.• Build a team that uses business strategy development achieved through partnerships, effective collaboration, and organic service-oriented initiatives to bring innovative ideas to life.• Assist leadership with Customer Service Business plans, strategy plans and corporate initiatives to include business case analysis, due diligence, and measure progress, as these needs relate to CCA Products, Contracts and CMS.• Manage and analyze quantitative and qualitative data to support Service department assessment and projects outcomes, while suggesting interventions based on data findings.• Own innovation projects end-to-end, including process analysis, sizing/forecasting, P&L development, product development, strategy, and execution for all new launches and pilot projects for a multidisciplinary team across various US markets.• Leading strategic initiatives to improve Service Operations by reducing complexity, ensuring discipline, and streamlining activities.• Manage and continuously innovate services delivery methods and practices delivering high quality outputs and positive customer experiences in the performance of services delivery tasks.

• Implemented a Service Recovery program to resolve service failures experienced by members• Lead current projects and propose future investments by using insights from customer complaints and internalprocess breakdowns for testing, piloting proposed workflow changes, interventions, and new tools• Independently manage a continuous improvement project focused on First Call Resolution by implementing avendor survey (including contracting, implementation, and vendor relations) and managing post-survey work• Act as the Contact Center Project Manager for the implementation of a new translation and interpretationvendor, CQ fluency, to improve customer experience and compliance requirements• Assist with the IVR & Training Redesign project within the Contact Center to improve the member experiencewhen calling into the contact center and improve training experience for staff• Influence individuals without a direct reporting relationship to drive organizational change in a matrixedenvironment and act as an engaged internal business partner in order to understand other departmentscustomer experience needs and concerns

• Serve as the lead project and client relationship manager for CACP’s consultative programs that drive adoption of partnerships between healthcare organizations and its consumers • Develop and maintain comprehensive cross-functional project plans and tools ensuring key milestones and deliverables met client and business expectations. Facilitated weekly client status meetings.• Manage consumer engagements to ensure recruitment and participation goals are met, collaborate on the creation of discussion guides, ensure appropriate data collection methods are utilized, • Collect and analyze data to derive meaningful consumer insights and recommendations that are clear and actionable based on client needs. Develop and present final project reports to the client and key stakeholders• Strong ability to communicate and influence others throughout the project lifecycle to ensure ongoing discussion and collaboration remains a priority to ensure project goals are met• Prioritize individual and team accountability to ensure the success of project deliverables

• Created and managed open application process for community paramedicine providers to implement Mobile Integrated Healthcare/Community Paramedicine programs within their communities based on community needs • Led review committee that evaluated and awarded grant funding, tracked progress against grant requirements through monthly stakeholder meetings, as well as data reporting and analysis • Worked in partnership with local EMS agencies, or their sub-contractors, to ensure approach to data collection and reporting activities met regulatory expectations • Created training documentation for MIH grant recipients and local EMS agencies

• Increased data accuracy of the provider directory from 30% to 80% for a network of 10,000 providers• Worked in partnership with a vendor to implement and manage an online portal allowing for data attestation • Managed the provider data integrity program by creating policies, procedures, external communications, and outreach schedules for quarterly review of provider network data • Developed and conducted trainings for providers and office staff, acting as a liaison for the provider community • Created standardized reports to track use of the online portal in compliance with required federal regulations • Presented Medicare Key Performance Indicator (KPI) outcomes, trends, and reports to leadership• Subject matter expert on CMS, NCQA, OHIC and BCBS Association provider data policies and audit requirements• Supported various internal teams including provider relations, credentialing, contracting and claims processing

• Coordinate and conduct campaigns among employee groups and solicits corporate and leadership contributions to increase resources to help mobilize the caring power our community to improve the lives of people in need throughout Rhode Island• Provide quality customer service to companies and campaign volunteers• Work with existing company campaigns and secure new campaigns when possible

• Updated provider address data in order to successfully mail out contract updates• Helped create a central documentation system for policy information and policy changes• Attended provider information seminars hosted by the provider relations department • Communicated with providers as needed for department projects and informational purposes

• Supported and advised the freshman residents that live in the college community• Acted as a resource for students on campus, enforce college policies and resolve conflicts• Helped support the office of residence life’s mission at PC to create a supportive living environment for students• Presented at the annual Rhode Island RA conference

• Helped design the class ring for PC's class of 2017• Maintained communications with Balfour Ring Company • Planned major senior class events such as the class ring premiere, special events night and formal night

• Attended leadership meetings and shadowed the administrative director of the hospital• Gained exposure to different departments such as Quality and Safety, Human Resources, and the Finance Department• Learned of different management styles and best practices for problem solving and communication in the work environment

• Helped to develop and design an educational and fun summer camp curriculum reflecting the camp goals• Supervised 30 children each session, along with 3 other camp counselors• Maintained relationships with Mount Hope Farm staff and parents

• Staffed internal events, handled day-to-day administrative tasks: phone, scheduling, filing, printing/copying, data entry• Maintained the employee volunteer database and charitable donations databases, reporting details when needed• Prepared written communications with key stakeholders • Conducted online research for potential grant recipients • Shadowed other departments in the insurance company including the call center and case management

• Assisted in fundraising efforts for the Foundation’s grant programs• Conducted online research of health organizations, public officials, and bills• Read through grant proposals and attended site visits of grant recipients