Responsible for the implementation of operational and technology best practices to improve compliance capabilities and efficiencies. Establishes and assures adherence to budgets, schedules, work plans and performance requirements in compliance with department performance guarantees of over 12 million dollars. Responsible for maintaining robust and effective relationships with group customers and stakeholders to further promote KP strategy. Actively promotes the vision and values of Kaiser Permanente organization -- particularly in the areas of customer service, change management, leadership, performance levels, optimization and results orientated. Hands-on, forward thinking leader working to develop and execute the organization's strategy; responsible for the creation, delivery and management of all programs, data and processes related to membership administration and retention on a national and state level.• Manage the entire membership administration functions of Georgia region under the guidance of Executive Director Health Plan Service Administration.• Responsible for the Membership Administration department from policy compliance, contract administration, financial reconciliation, member provider assignments and termination and reporting for Georgia region. • Plan, organize, direct and control the work activities of the team members in order to provide prompt and efficient services to members.• Drive contract negotiations and finalization with selected vendors / contractors• Analyzing the need, developing and executing the support systems and putting in place required systems for services to support membership administration for Georgia Region.

Responsible for the development and ongoing management of one or more multi-year external client facing programs within a business unit. Supports business strategies through an integrated portfolio of external client facing projects and initiatives specific to Benefit processing and reporting. Responsible for financial, forecasting, and vendor contract management responsibilities.

Responsible for working with IT and business leaders as well as other internal partners to lead advanced analysis and synthesis of information with an eye towards connecting high-level strategies with execution outcome. Primary duties to include, but are not limited to: Partners with executive leadership to define our strategy and success criteria for the future. Translates strategy into defined tactics, programs/projects, priorities and timelines and ensures alignment and attainment of strategic plans to turn strategy into reality. Engages with senior leaders across multiple departments within the broader enterprise to frame up potential strategic initiatives or execution support. Translate strategy into defined tactics, road maps, programs/projects, priorities and timelines and ensures alignment and attainment to turn strategy into reality – may need to manage execution of the initiative(s). Create and present quality presentations to senior executives Oversee definition development and implementation of metrics to report and monitor progress against goals. Monitor, measure and communicate delivery against strategic plan and the quality of outcomes. Synthesize and ensure findings demonstrate tie-back to corporate and CIO-level strategies and goals. Serve as a subject matter expert or representative on strategic initiatives.

Responsible for assisting the management within the customer service business unit and the organization in bridging the gap between the current and desired business performance levels. Managed a team of pharmacists and pharm techs to successfully deliver excellent customer service to participants of CMS governed Pharmacotherapy and Overutilization Programs. Also managed a team of customer service associates who were first level contact for members.

Worked with local managers to align the performance variables required to transfer learning back to the job. Performed performance analysis with local managers to identify performance gaps, appropriate training interventions, and other variables required to improve business performance. Continued to meet overall stakeholder’s customer satisfaction rating of 95% or greater.Provided onsite classroom/face to face and virtual training.

IDD Trainer:Oversaw the classroom environment for long-term and complex training situations, managing all aspects of student performance and feedback to management. Responsible for designing and developing engaging, innovative and effective online courses, onsite training and e-learning initiatives. Effectively managed the classroom environment (e.g. trainee attendance, performance, behaviors, etc)Knowledgeable of current and emerging trends in technologies, techniques, issues, and approaches in adult learning theories and concepts and cultural diversity. Worked with local managers to align the performance variables required to transfer learning back to the job. Performed performance analysis with to identify performance gaps, appropriate training interventions required to improve business performance. Continued to meet overall stakeholder’s customer satisfaction rating of 90% or greater. Provided onsite classroom/face to face and virtual/iLinc training.Manager:Supervisor/Manager (Operations/Disability) 07/09- 01/11Ensured that the effectiveness and efficiency of daily operations. Achieved maximum productivity and operational efficiency through management and utilization of team and resources. Hired, mentored, coached, developed, trained, evaluated, compensated and monitored/disciplines staff to provide cost-effective claim management services while ensuring quality standards are met. Managed department budget for employee’s salaries, bonuses, incentives.Supervisor/Manager (Business Systems Analyst) 08/08- 07/09Supported Aetna in defining system requirements for program specific initiatives to address the unique needs of the Aetna beneficiary membership. Monitored system performance to ensure resolution of defects and problems. Managed department budget for employee’s salaries, bonuses, incentives.Managed employees as well monitored daily workflow to ensure business objectives and regulatory requirements were met.

Responsible for facilitating effective learning by delivering educational courses and programs in accordance with DeVry University requirements. Faculty develops course syllabi and lesson plans, and applies teaching techniques to best achieve course and programmatic objectives.

Facilitated collaboration within multiple projects and served as a mentor in providing training and guidance with building increments of functionality in regular time-boxed iterations by leveraging Agile software development practices such as Scrum. Ensured the values and practices of Scrum were followed by attending daily Sprints and scheduled Product meetings.Participated in Sprint Review meetings, Go-No Go meetings and Sprint demonstrations with clients.