- Champion “shift-left” strategy to remove waste and error from business processes through proactive pipeline development and management of control opportunities in consultation with operations and technology partners as well as senior leaders- People leader: Started a new team of business analysts. Team is responsible for identifying and implementing control tools to reduce operational cost and provider abrasion- Strategic planning of initiatives rooted in data analytics designed to improve business outcomes- Prioritization of work and staff planning for each initiative to support cost reduction targets- Lead development and implementation of action plans by using data and trend analysis to target waste- Regularly present team outcomes to senior leaders and business partners using data and insights to tell the story of what is happening in the operation and to gain momentum for change- Partner with subject matter experts to develop Tableau reporting to display outcome details to be used in additional analysis as well as state of the business display- Collaborate with operations teams to review processes for opportunities for end-to-end efficiency improvements- Coach and develop staff

- Champion issue resolution including root cause remediation and proactive control development to reduce issue abrasion and increase Provider Net Promoter Score across the Behavioral Health (BH) product - Analysis of and action planning to resolve trending business metric concerns - Lead the team responsible for resolving claim payment issues impacting commercial, government (Medicare and Medicaid), and payer clients - Lead development and deployment of business controls to prevent rework and inappropriate claim outcomes - Cultivate relationships across product and operating teams to effectively communicate, collaborate, and problem solve - Lead development and implementation of process improvements to meet operational Key Performance Indicators, quality, and team effectiveness - Collaborate with peer leaders to plan long-term department structure and strategy - Develop colleagues and staff through formal and informal venues/programs

Optum; Public Sector Claims Business Operations AnalysisManage team responsible for researching and resolving claim payment issuesDevelop relationships with internal customers and partnersIdentify trends in root cause to recommend enhancements to systems and processesFunction as main point of contact for escalated issues and ensure end-to-end resolutionRecommend automated controls and solutions to proactively address potential issues

Optum; Accumulator OperationsManaged team of ~13 front line staffLowered front line staffing cost by 35% Monitored resource allocation and balanced as appropriate

Optum; Accumulator OperationsDeveloped and coordinated department issue management processes for issues impacting up to 550k membersCoordinated department’s root cause remediation efforts leading to a decrease of open inventory by 99% (from 1.7M to 20K) over 24 months

UnitedHealthcare Benefit Operations - Learning & Development Act as main point of contact for regulatory updates that impact Benefit Operations staffAnalyze and determine Learning Solutions impact for 5-10 regulatory updates per monthLead Learning Solutions team for 75-100 compliance related learning requests/projects annuallyConsult with Operations Compliance and Benefit Operations staff to find the best learning intervention given the details of the issue and/or regulatory changeDevelop project plans in MS Excel and MS Project and manage the same to meet learning goalsOrganize and prepare data to react to audit requests within 48 hoursLead Learning Solutions Audit team to provide documentation of training within 48 hours of requestDevelop relationships with partners to monitor future and current project statusCreate and update weekly reporting for senior leadership audience; present findings upon requestCoordinate and execute special projects, as assigned by director

UnitedHealthcare Benefit Operations - Learning & DevelopmentDay-to-day operational management of assigned learning projects and vendors.Served as principle contact between internal departments and external vendorsDeveloped procedures for monitoring projects and ensuring that deadlines and timelines are metProblem solved effectively to maximize both customer/member experience and company positionProvided leadership in developing project plans and schedules. Manage same in order to meet goals and timelinesDesigned learning implementation procedures for department customers. Serve as ongoing internal expert consultant for customization and problem solvingCoordinated and execute special projects, as assigned by director

Ovations - Part D Call Center Operations Corporate Quality Team