My leadership has contributed to the success of new electronic products and ongoing enhancements for existing dynamic systems and offerings. I act as a liaison between key business partners, departments and teams communicating effectively regarding upcoming projects, ongoing work, and the strategic direction of our communication efforts.• Develop, orchestrate, and manage comprehensive communication strategies, project plans, and roadmaps to address internal and customer communication needs encompassing enhancements, new functionality, and issues related to state and federal regulations, EDI, self-service provider portal, and all aspects of enterprise digital business.• Facilitate strategic outreach initiatives to engage with customers and providers, ensuring the adoption of new electronic products and ongoing enhancements for dynamic systems and offerings.• Incorporate product changes into existing marketing communications and resources to drive customer/provider engagement resulting in an overall 8% increase (5% organizational goal) in new registered portal users and 10% increase (8% organizational goal) in claim management functionality during 2023.• Utilize customer data and segmentation techniques to tailor communications to specific customer groups for maximum relevance and impact.• Monitor analytics and create reports detailing the effectiveness of communications campaigns.• Lead teams to create and publish internal and customer documentation for piloting and national roll-out of new provider portal features.• Collaborate with project teams handling EDI and self-service provider portal interfaces, conducting client meetings to manage expectations, foster strong relationships, and uphold program alignment with agreed-upon parameters.• Oversee budget development, maintenance, and reconciliation, while managing external suppliers to ensure program adherence to timelines and primary objectives.

Served as liaison for communications related to the provider digital strategy across various departments and teams within the enterprise facilitating communication and coordination between the groups. Successfully led communication strategies, project plans, timelines, and developments for migrating customers and providers to a new self-service provider portal.• Created compelling communications and provided resources, training materials and web content to help users navigate new portal effectively resulting in 80% of existing customers being registered by the go-live date, surpassing the project goal of 75%.• Spearheaded initiative of an external customer/provider email tool integrated within internal Sales Force Marketing Cloud (SFMC), eliminating reliance on external mail houses significantly reducing operational workflows and yielding a yearly savings of 50%.• Enhanced customer portal experience and saved $1.6M during first half of the year and $2.5M during first full year by implementing the capability to suppress paper authorization decision status letters and use digital letters.• Created and implemented operational workflows that streamline and optimize day-to-day tasks while increasing efficiency, consistency, and effectiveness in various business functions.• Designed a QuickBase submission form to streamline communication requests, guaranteeing the prompt direction to the communication team data base increasing accuracy of assignments, communication type selections and timely development and delivery minimizing the need for extensive interaction with requesting colleagues.• Implemented a comprehensive checklist and standard operating procedure template that delineates essential information for the hand-off to the EDI and Portal Operations team.