Lead HCSC's Health Care Management (HCM) and Value Based Care (VBC) IT product teams to serve more than 18m Commercial members. Manage 50 team members and $50MM annual cost center budget.

Accountable for Health Care Management product vision and roadmap, product delivery, product health, and product financials across five scrum teams and ten IT products.Key Highlights:Conceptualized and delivered solutions for key projects including Medical Necessity Source of Truth (MNSOT) used to appropriately answer “is medical necessity review required”, BlueApprovR used to systematically review and approve authorization through clinical policy codification and artificial intelligence (AI), and Gold Card used to remove prior-auth requirements for providers who have historically ordered medically appropriate care. Reduced IT product month over month major incidents by more than 75% and improved product response time by ~30% through system improvements including server upgrades, database optimization, code optimization, and performance-based user experience adjustments.Earned 2023 “Stellar Star Leadership” award. The Stellar Star is a prestigious award that recognizes top IT and Delivery leaders for significant work contributions made throughout the year.

Created HCSC’s Customer Engagement technology strategy and roadmap, and led requirement elicitation for Customer Engagement IT products. Key Highlights:Served as key leader of $300MM, 250-person Advanced Customer Engagement (ACE) call center transformation program. Worked together with professional services partners, PWC/Strategy& and Deloitte Consulting to develop future state customer service model strategy and ecosystem architecture. Defined requirements elicitation model for ACE program and led four requirements workstreams.Collaborated with business stakeholders including Operations leadership, Product Development, Sales, and HCSC group customers to prioritize investments and develop business cases impacting Customer Engagement portfolio applications, including both customer facing (member portal, mobile native apps, provider directory) and internally facing (ACE-Salesforce.com service cloud and Siebel) applications.Headed HCSC’s Request Management Center of Excellence (CoE), consisting of over 20 professionals to optimize intake and demand, estimation, and stakeholder engagement processes for 2,200 employee IT organization. Delivered updated processes and read-outs to executives including Chief Information Officer.

Led operational team to facilitate the exchange of member utilization (accumulator) information with partner organizations.Key Highlights:Reduced offshore headcount through increased efficiency, resulting in 22% annual budget reductionDeveloped SLAs with Accenture offshore team to ensure satisfactory levels of quality and productivityImplemented written operating agreements, which defined shared processes, shared metrics, and escalation activities between HCSC and three of its largest trading partners: CVS, ExpressScripts, and OptumRx.

Focused exclusively on health plan clients. Projects included ecosystem assessments, digital roadmaps, channel strategy, and cost transparency product design.

Served within Healthcare and Public Sector Practices. Twice earned annual recognition by regional service area leader (RSAL) as a top performing practitioner.

Designed, implemented, and maintained computer networks for Kiva Networking and its customers.