Deb Brady Email & Phone Number

Spokane, Wa

Responsible for leading a team of specialists managing the Third Party Administration for 900+ small group employers and their 25,000 employees. Services included group implementation, enrollment, premium billing, collections, customer service, and Broker commission payments. Accountable for the operations and administration for seven health care trusts, team performance, and collaborative decision-making with the executive team of the organization. • Transitioned from one to seven Trusts, complying with the complex requirements of the Affordable Care Act • Led team through 300% membership growth in twelve months • Implemented technology improvements, eliminating dual entry for 100% of COBRA participants• Partnered with consultant to source and select replacement medical carriers, ensuring uninterrupted access to affordable medical benefits• Streamlined and improved premium payment and collection by implementing remote deposit processing, ACH, e-Billing, and delinquent procedures• Worked with health care carrier and insurance organization to build a product strategy to gain visibility to the trust program and increase sales

Responsible for leading multi-state operations teams of 170+ associates that provided customer service, claims administration, membership, and billing generating $160M monthly premium • Managed a $11.6M budget, while consistently meeting targets through process improvements • Redesigned new group implementation processes, resulting in more efficient work flows and procedures, a 49% reduction in turnaround time, and a 98% increase in process quality rating• Implemented continuous improvement initiatives, reducing the enrollment cycle times by 60%, and increasing enrollment experience quality to 99% for existing customers• Planned and implemented strategies to convert to a new technology platform, resulting in on-time conversion, and no divisional down-time• Led efforts to open a remote office on schedule, with a fully staffed and trained team, to effectively service walk-in members and provide call center support• Provided focused training and coaching, achieving Call Center accuracy of 98% while meeting average speed of answer and abandonment goals

Accountable for developing, implementing and maintaining all system group and membership information, billing, accounts receivable, account reconciliation and broker commissions corporate wide. • Established, monitored and took corrective action on departmental operating standards and procedures in support of HMO, PPO, POS, Medicare + Choice and Medicaid lines of business. • Analyzed automated systems and developed specifications for enhancements including implementation of electronic enrollment interface. • Directed the selection, hiring, training and development of departmental Directors, Managers and Supervisors.• Reduced average days in accounts receivable from 28 days to 15 days • Established past due and collections procedures further supporting collection of outstanding premiums.

Directed all facets of activities related to the relationship with the customer including implementation and service, administration of membership data, Member Services Call Center, contract review and administration. Managed claims administration including development of departmental policies and procedure and TQM. Coordinated and monitored compliance requirements for TPA licensure. Hired and trained a highly effective service team which significantly improved response to customer needs.• Developed lucrative business relationships with clients. Managed several Fortune 100 accounts.• Reduced claim processing cycle time from 45 days to 10 days in three months.• Obtained over 100 client references in less than one year through service improvement efforts.

Manage enrollment and service activities for HMO and PPO accounts. Prepared Broker commissions, membership reporting, premium billing and reconciliation for accounts located in Arizona and Nevada. Prepared budget, policies and procedures. Supervised staff of 71.• Through process redesign and improved job alignment improved enrollment cycle time by 30%.• Implemented quality tracking and improvement efforts resulting in higher customer satisfaction.

Managed service operations staff of 21 providing customer service ranging from billing to claim resolution for Commercial HMO accounts located in Arizona and California. Prepared and administered annual budget, performance appraisals, development of policies and procedures, project management and collection of $25M in monthly premiums.• Planned and implemented launch of the Service Center delivering higher levels of customer satisfaction.• Improved operating efficiency and reduced costs by consolidating functions and hiring staff. New group implementation cycle time was improved by 50%.

Directed all enrollment processing activities and card production/distribution for prescription drug programs for 45 million members. Prepared and administered the annual budget, hiring and training of managers and supervisors. Traveled nationwide to meet with clients to define processing requirements. Supervised staff of 100. Developed and implemented strategies to produce 1 million ID cards during the year end peak. Resulted in on time delivery and 99% accuracy.• Successfully implemented electronic data interchange methodologies for receiving enrollment data. Achieved higher quality of enrollment data and reduced cycle times.Held other management positions in Training and Development, Customer Service and Tapes and Telecommunication.