Collaborates with internal and external business partners at all levels to gain strategic alignment and creates a plan for successful operational execution which encompasses the overall customer experience. Oversees relationships with stakeholders, partners and vendors. Provides guidance on production, strategy, techniques, processes and operational execution. Manages operational budgets and key performance indicators to ensure the organization is within compliance of Blue Cross and Blue Shield Association and Government programs. Leads the operational teams that drive the end to end onboarding of Clients, Members and Benefits for a successful enrollment process.

Oversaw Business Partner Operations (BPO) and vendor relationships for both onshore and offshore locations for the Group line of business. The BPO teams consisted of offshore operational staff (2 vendors, 3 offshore sites & 300 total staff) while onshore the teams were spread across multiple states (3 vendors, 5 onshore sites). Maintained a variety of production staff including: Eligibility onboarding, manual entry of applications, COBRA operations, and the printing of ID Cards. Spearheaded the Champion/Challenger Business Partner model for Group Eligibility and ID Card lines of business. Business owner for Contract negotiations and Service Level agreements with vendors. Provided leadership in multiple Request for Proposal (RFP) discussions and decisions.

Spearheaded the on-boarding of Blue and Blue Shield of Montana migration for Eligibility segment of business. Led the Membership Caucus (4-year term) for the Western Operations Conference which is made up of Blue Healthcare plans spanning from central to west of United States. Oversaw Open Enrollment of 13,000,000 members on-boarding to Health Care Service Corporation. Managed key performance indicators across operational areas within Membership on-boarding which spanned 5 states and more than 15 locations.

Spearheaded projects to reduce cost and increase overall customer service satisfaction. Projects included initiatives to improve long-term return on investment and increase quality. Implemented process improvement programs that would diversify how work was completed while driving down cost and improving cycle time. Assisted in the implementation of the Business Partner model within 2 key areas: Membership on boarding and ID Card operations. Drove post year end initiatives to further improve the process moving forward.

Responsible for leading over 200 employees spanning across 2 locations with attention on 3 lines of business: eligibility, claims payment and customer inquiries. Managed over 30 group clients with over 200,000 insured participants. Implemented consolidation activities to reduce hand offs and increasing efficiency of overall process within the service unit.

Led a team of 5 in the budget process and managing key performance indicators for Subscriber Services Division. Assisted in the eligibility implementation of the Texas migration to HCSC.

Managed Profit and Loss statements across 19 service locations. Led a financial team of 4 through the budget and ongoing maintenance of financial portfolios. Executed multiple programs to improve customer wait times and increase efficiencies.

Executed business lending portfolio for more than $13 million in credit for branch accounts. Managed operational budget of 2 locations which included profit and loss statements, staffing and budget.