Oversee day-to-day activities of our operational teams. Responsible for Care Services client relationships and for elevating and improving their experience.

OptumRx exists to lower costs and create value for our clients and members. We drive improved quality of pharmaceutical care, and create a seamless consumer experience. I am accountable for developing our enterprise road-map for differentiating home delivery at the patient level and viewing all things through the lens of our patients.

Design and lead execution of US customer experience (CX) strategy for world’s leading eye lens manufacturer.

Operations leader for on & off-exchange healthcare providers. Work directly with clients in BPO (business process outsourcing) and PaaS (platform as a service) models to reduce costs and improve member experience focusing on enrollment, reconciliation and billing services.• Using Kaizen methodologies, identified and corrected a 40% invalid casework rate, SLA reporting gaps and auto-rating table inaccuracies affecting DOI casework turnaround.

Promoted to progressively more challenging roles over a 14 year career with the country's largest prescription benefit management provider. (Medco & Medco's specialty pharmacy Accredo was acquired by Express Scripts in 2012.)

Oversaw a $40M budget, five locations and over 1000 employees. Selected to lead customer service recovery and client migrations within specialty call centers post integration. Contact center operations lead in developing and implementing a therapy specific care model. Reorganized team and created alignment within the organization to support daily operations as well as process and customer improvement initiatives.• Established a Physician Service Center (PSC), providing doctor’s offices with concierge level services. The PSC, seen by the account sales team as a unique service to offer their clients, consistently generated a 97% positive prescriber rating.• Improved Net Promoter Score by 70% in six months by stabilizing service levels, improving case management turnaround time from 7 days to 24 hours & reducing escalation volume by 38%.• Introduced improved customer experience service model by using technology enhancements and skill stratification to direct customers to the appropriate representative.

Was offered a key operations role in the wake of the historic merger of two Fortune 50 companies with combined revenues of $100 billion. • Successfully led integration change management efforts by rapidly adapting to newly merged organization, establishing relationships with key stakeholders and gaining the trust and respect of fellow team members.• Established an operational effectiveness group to develop best practices to optimize operational efficiencies and processes.• Spearheaded industry leading 70% close rate for Medicare Open Enrollment by revamping training and coaching that standardized and modeled enrollment calls on prior year’s top performers.

Key operations catalyst for over 10 years in driving remarkable success with a world leading pharmacy benefit management company (PBM) with revenues in excess of $66 billion. Promoted to high profile responsibility of patient/member facing resources across the enterprise overseeing multi-site and multiple lines of business for customer service across all domestic sites and work at home locations.• Improved performance results by 200% by creating scorecards and aligning company goals to department and individual goals.• Earned Medco’s Medicare prescription drug plan (the country’s fifth largest) a CMS 5-Star rating in customer service by creating a Center of Excellence and contributed to an overall CMS 5-Star rating.

Led operations as General Manager for Tampa/North Carolina & Texas based call center operations. Serviced the company’s largest clients: UnitedHealth Group, BCBS Federal Employee Plan (FEP), Coventry Health Care and Verizon.• RFP Customer Service lead for the team that won the contract to service FEP. Developed and executed an extensive project plan to install and service the company’s largest client with a volume of 3 million calls annually while meeting and exceeding all service guarantees.• Selected to lead the turnaround of the Texas operation which serviced Coventry Health Care. Quickly regained the confidence of the client by stabilizing and improving service.• Partnered with Dr. Aubrey Daniels, an internationally recognized expert in leadership and authority on human behavior in the workplace, to develop leadership coaching skills.