The Strategy, Planning, and Operations team spans across the Health Solutions Org. to support and connect strategy to execution.

Managed cross-functional teams working on strategic projects to implement provider clinical data exchange, multilingual customer communication, and enhancing care accessibility. Led strategic planning initiatives with enterprise-wide business owners to tackle improvements related to HEDIS and CAHPS clinical quality performance, yielding cost savings and elevating the overall Medicare patient experience. Produced reports for senior executive leadership, securing funding to address business issues and enhance Medicare Star ratings. Effectively managed a budget for the Medicare Stars program in collaboration with finance partners, optimizing resource allocation to successfully address business problems and achieve process optimization solutions.

Managed complex customer experience studies, benchmarking, and alignment with business leaders, providing actionable insights and innovative recommendations. Established partnerships with internal stakeholders and senior leaders to foster transparency and understanding of the customer experience impact on strategic projects, operational initiatives, and product roadmap. Led a multidisciplinary cross-functional team of market research, data and analytics, and subject matter experts to drive continuous performance improvement based on customer insights. Delivered both formal and informal presentations to large and small groups, catering to both technical and non-technical senior leadership teams across product lines and functional areas. Developed enterprise-wide short- and long-term customer experience incentive goals. Ensured continuous optimization of data collection, visualization, and reporting of voice of customer insights.

A two-year rotational leadership development program at Blue Shield of California. Strategic Programs Consultant | Office of Chief Operating Officer January 2020 - July 2020• Developed the business case and success criteria for multicultural product offerings and enterprise capabilities Consultant | InnovationJuly 2019 - December 2019 | 6 months• Led strong collaboration between business and technology stakeholders in the development of product strategy, business and technology requirements, use cases, and a prototype of an enterprise tool to manage the engagement of early-stage companies• Developed enterprise-wide journey maps integrating business strategy, for both current and future state operating models, informing 5-to-10-year enterprise transformation roadmaps, leveraging design thinking, and in collaboration with IDEO• Evaluated technology solutions and pilot strategy for a member engagement platform, requiring relationship development and management of internal and external stakeholders • Designed and executed Blue Tank and innovation initiatives’ life cycle process through collaboration with cross-functional partnersProgram Manager, Strategy, Planning & Operational Effectiveness | Office of the EVP, Customer Experience & Chief Information Officer January 2019 - July 2019 | 6 months• Conducted return on investment analysis for Call Center Onshoring business case, by identifying strategic projects and operational initiatives that would reduce customer call volume • Coordinated CE Operation Reporting and Data Mart, development of IT shared key performance indicators (KPIs), and IT 2.0 Priority Processes• Led IT organization implementation of strategic change management initiatives, resulting in increased employee engagement and understandingSr. Consultant | Customer Experience & CIO Finance Jul 2018 – Dec 2018 | 6 months• Developed financial modeling for process transformation and supported strategic cost saving of six value streams

As a Senior Strategic Consultant in the health and life sciences industry, I developed effective strategies for leading Fortune 100 organizations. My track record includes developing 10-year strategic scenario planning, development of employer healthcare solution offerings, and software product strategy. My expertise in competitor and market analysis enabled me to uncover valuable insights for clients and support business growth opportunities across all portfolios.

For the past century, the primary focus of the healthcare industry has been to identify, manage, and treat leading causes of death. As we embark on new challenges in healthcare, it is time for a cognitive shift. All aspects of the industry must focus on strategies that empower patients to embrace their own health. The 5th annual Health and Life Sciences Conference’s industry thought leaders and panellists discussed how collective actions will explore opportunities and trends to propel this message.The keynotes were delivered by James Roosevelt, former CEO of Tufts Health Plan, as well as Dr. Adrienne Boissy, Chief Experience Officer of Cleaveland Clinic. They discussed the importance of empowering patients and within today's political climate. Over 40 organizations joined the panels to discuss the importance of the patient perspective in all aspects of the health sector: pharmaceuticals, medical devices, payors, policy, and healthcare delivery.

As the director of admissions, I developed and executed strategic plans to increase the reach and impact of program services. My track record included:• Developing and launching a highly successful new program service offering, which resulted in a new consumer segment and increased awareness, contributing to 20% of overall revenue generation• Developing and implementing a segmentation strategy, which led to a 283% annual increase in referrals and a subsequent 102% increase the following year• Spearheading brand creation and awareness initiatives, with a focus on underserved niche patient populations and customer relations, resulting in a cumulative $13.2 million generated in revenue over the years

Provided oversight, training and supervision of 30 volunteers annually. Established and fostered community partner relationships.

Hosted by Congresswoman Katherine Clark

Hosted by Cambridge Police Department in partnership with Transition House