Eric Thorstensen Email & Phone Number

- Oversee all commercial large group and custom implementations for new and existing BCBS AZ clients from start to finish. Over 400+ clients with a focus on accuracy, process improvement, and improving client satisfaction.- Oversight of all summary of benefits creation for large group, trust group, and custom dental group offerings and yearly maintenance of business changes across book of business.- Manage a team of Implementation managers and technical analysts to achieve operational excellence and ensuring the clients are implemented accurately.- Promote and drive process improvement initiatives to streamline the implementation processes in place today to improve overall accuracy and speed to production. - Assist direct reports in resolving client/internal partner issues concerns serving as their escalation point- Develop, train, and coach direct reports to help them achieve success in their current and future roles- General managerial duties i.e. performance reviews, staffing, etc.

- Oversee the pharmacy benefits and clinical operational direction and execution of all client new implementations, re-implementation’s, ongoing maintenance of business, and special projects for of one of CVS Health’s largest strategic Health Plan clients. This spans across over 7,500+ unique plans across all lines of business (Commercial, Exchange, Medicaid, and Medicare) with a focus on accuracy, process improvement, innovation, and improving client satisfaction. - Manage Teams of Benefits Advisors, Clinical Operations Advisors (pharmacists), Configuration (coding) teams, and Client Operations leads to achieve operational excellence and ensuring the clients benefit is setup and maintained accurately. (70+ Individuals)- Promote and drive automation initiatives to streamline the client requirements and configuration processes in place today to improve overall accuracy and speed to production. - Develop, train, and coach direct reports to help them achieve success in their current and future roles- General managerial duties i.e. performance reviews, staffing, etc.

Scottsdale, Arizona

- Manage the CVS team of Health Plan Medicare Advisors and Sr. Advisors focusing on the client’s pharmacy benefit setup and ensuring the benefit is setup accurately.- Oversee the management of Health Plan Medicare client’s benefit setup and their year over year reimplementation for 40+ clients with over 1,200 + unique plans with a focus on accuracy, process improvement, and improving client satisfaction.- Benefits point of contact for various new CVS programs and enhancements for Health Plan Medicare plans including: CVS Opioid Strategy, COVID 19 benefit enhancements, and various other projects. - Assist direct reports in resolving client/internal partner issues concerns serving as their escalation point- Develop, train, and coach direct reports to help them achieve success in their current and future roles- General managerial duties i.e. performance reviews, staffing, etc.

Scottsdale, Arizona

- Manage a team of Account Managers focusing on Employer Group Waver Plan (EGWP) commercial clients spanning multiple lines of business- Oversee the management and strategic direction of client accounts (40+) within a book of business with a focus on retention and improving client satisfaction- Assist direct reports in resolving client/internal partner issues concerns serving as their escalation point- Develop, train, and coach direct reports to help them achieve success in their current and future roles- General managerial duties i.e. performance reviews, staffing, etc.- Leadership member of the Steering Committee which focuses on broader process improvement projects across the broader business unit

Phoenix, Arizona Area

While working at G/O Digital I managed my team through a full department restructure aligning our organization to better achieve scalability as well as a corporate split from our parent company. Upon completion of the restructure I was actively involved with creating our new workflow processes and service level standards for our higher spending clients which my team handles (300+). I oversaw the strategic direction and implementation of digital Marketing campaigns within my team focusing on maximizing client ROI, account growth, and retention. I also served as the escalation point for resolving issues between both direct clients as well as our channel partners both internal and external. In addition I handled all general managerial duties i.e. staffing, scheduling, payroll, etc.

Tempe, Az

As Senior Supervisor for the customer care center my role was to take over/manage struggling inbound support/sales teams and develop, train, and coach them to achieve success in their current and future roles. In addition I was paired up with a new supervisor or groups of new supervisors to act as their subject matter expert and show them the ropes of running a successful team. I also served as the escalation point for my reports to resolve client concerns/technical issues, as well as all general managerial duties i.e. staffing, scheduling, payroll, etc.

Tempe Arizona

Started working with the design team from the inception of the department within Go Daddy. Actively involved with all aspects of getting the department off the ground and running including creation of process workflows and standard operating procedures, new role creation, new product creation/launches, analyzed/reported on trend data daily/weekly/monthly/quarterly basis, as well as running new product pilot programs and ran department specific training programs company wide. I also managed a team of web designers and project managers creating new websites and managing all aspects of a client’s site. Through my time in this role I was able to identify a number of ways to improve efficiency within our own processes using technology and streamlined work flows to increased efficiency of our designers by 20% while also improving customer satisfaction. 3 years in I started a specialized team handling the project management and design change requests of all SMB websites designed by the design team (20,000+). I also served as the escalation point for my reports to resolve client concerns/technical issues, as well as all general managerial duties i.e. staffing, scheduling, payroll, etc.

Scottsdale Arizona

-First level of support for customer care representatives-Assist supervisors in all daily tasks and duties-Help manage support floor workflow of all call centers

Tempe Arizona

-Worked at head quarters assisting in general business administrative activities.-Worked as campus representative, developing and promoting up coming events. -Supervised on campus promotions team and developed marketing strategies.-Assisted in company wide marketing analysis.-Senior promoter and VIP Services

Phoenix, Arizona Area

-Designed and implements direct marketing campaigns-Handled multiple customer accounts and sales-Generate new customers and leads -Outbound and inbound calls

Bachelor Of Arts, Business And Recreation Management

Activities and Societies: Alpha Kappa Psi Professional Business Fraternity 2003-2005, ASU Ice Devils Hockey Team 2001-2003

Business

Activities and Societies: Sigma Nu Fraternity, NAU Ice Jacks Hockey Team