Support president and SVP of sales with the planning and implementation of corporate strategy Develop and implement operational programs to achieve strategic goalsDesign and enhance IT solutions and systems to support sales and operational goalsGenerate business cases and cost analysis for proposed programs and projectsDocument key business processes with a focus on process improvement

Improve business processes by designing and implementing new operational models that achieve key initiatives related to member, broker, and small group markets. Build road-maps and drive cross functional teams from operations, product, member service, regulatory and technology to achieve organizational goals.Managed a technology program which improved off exchange group enrollment processing times from 9 business days to .57 business days by developing a broker portal which enrolled 35,000 members and 5,000 small groups within 7 months. The system received 85 percent participation rate from brokers and general agents and was successfully integrated from the company website into the enrollment infrastructure of the existing enrollment and billing vendor. The new technology completely eliminated legacy processes of mail postage which reduced the rate of enrollment errors. User adoption was maximized using focus groups and interviews which identified the top needs of brokers when servicing there client base.Designed and managed a multi organization access to care process which ensured that members could receive access to care in the event there was an enrollment processing or systems error which effected eligibility at vendor partners. 98% of cases were resolved within 48 hours. Using lean six sigma process, tools and methodology, developed a monitoring process and performed statistical analysis on volumes and trends which identified the top 3 drivers of the errors. Worked with Vendor partners and their technology teams to address issues using agile techniques which minimized the risk to day to day operations. Managed the planning and deployment of a new overseas call center for sales and pre enrollment activities which generated 5 million dollars in annualized premium within 6 months.Implemented a technology based quality control program to monitor and record all contact with members, brokers, small groups via Call Center, IVR, Email and Web and portals.

Under the direction of the President & COO was responsible for the program planning and implementation for healthcare start-up Freelancers Services Corporation DBA Health Republic Insurance of New York. From conception, managed multiple critical projects and programs that were essential for the successful launch and scaling of America's largest CO-OP (200,000 Members). Duties included all technology planning and implementation such as infrastructure and facilities , service support, databases, servers, enterprise systems and applications. Supported COO with operational planning, risk analysis and mitigation strategies including the development of SLAs, KPIs, and other performance metrics necessary for vendor management and regulatory compliance. This includes website launch, data warehouse design and deployment, CRM launch, and outsourced operational functions such as Members Services, Enrollment, Billing, Claims, Pharmacy, Network, and Behavioral Health.