Frances Wise Email & Phone Number

Specialty Benefit Operations Managed web portal experience for Specialty Benefits products: Dental, Vision, Financial Protection, Hearing.  Interface with development team to provide innovative enhancements to dental provider portal. Lead issue resolution team for operational components of the digital experience.  Identified and improved business processes to ensure quality control, effective and accurate workflow. Both led and participated in U.A.T. on new programs and business implementations. Subject matter expert on projects to enhance competitive edge, and market performance. Active contributor to digital experience  Assumed role as business owner and partner with Agile teams working on portal development projects Reporting analytics and interface with call centers on increased portal adaptation/digital usage.

 Managed, evaluated, and coordinated Medicare member eligibility, ensuring all populations are accounted for on clinical platforms and from a reporting and billing perspective.  Documented end-to-end business processes and workflow for population health management. Implement new programs and products with inter and intra-segment partners and I.T.  Identified and improved business processes to ensure quality control, effective and accurate workflow. Both led and participated in U.A.T. on new programs and business implementations. Diagnosed process improvement opportunities and developed solutions utilizing principles of Lean process excellence and related tools. Partnered with I.T. on work stream analysis.  Collaborated with business partners on process improvement activities to enhance operations, reduce costs, support continuous quality improvement, and ensure use of best practices.  Produced quality reporting, analysis and audits.

Eden Prairie, Mn

 Served as project manager for key initiatives within fraud, waste, abuse. Recognized by leadership for implementation of industry compliant appeals/audit process.  Collaborated with clients across United Health Care businesses: Community & State, Medicare & Retirement, Employer & Individual. Standardized process across business segment for project intake and management. Anticipated and interpreted customer needs: analyzed complex problems, researched and developed innovative solutions.  Prepared and presented dashboard reports and project reviews to senior management United Health Care Medicare & Retirement.

 Provided business analysis for Certifications Department at UHC Medicare & Retirement.  Performed channel management with business partners: Sales Account Managers, Producers Help Desk, Telesales, Field Marketing Organizations and other customers.  Developed certification analytic capability through decision support reporting, data and trend analysis and channel development. Participated in user acceptance training (UAT) of certification modules for agents/brokers.  Directed knowledge management, SharePoint administration. Drove process improvement, issue anticipation and focus on internal customer who served the agent customer. Worked closely with I.T. in program administration and development. Performed portfolio management to Enterprise Services area. Provided financial analysis for Enterprise Svcs.: monthly reports, forecasting and technical analysis.  Assisted the sales operations team perform commissions payment analysis and remediation.

Golden Valley, Mn

  Communications program coordinator for Operations. Full editorial management of monthly newsletter that assisted upper management in understanding ongoing manufacturing operations and programs and improved plant communications / morale.  Led Lean process improvement within plant operations including Kaizens, outsourced program and continuous parts replenishment achieving cost savings and improved efficiencies. Worked daily with production planning and revenue realization as an active member of the Manufacturing Planning Team.  Developed team metrics, employee award programs, quality initiatives and training as an active member of Operation’s Quality Initiative program.  Key contact and control point with outside broker for the sale and disposition of commercial property.  Planned, coordinated and presented in monthly meetings with operations, systems and executive management.

•Provided executive support for Vice Chairman Technology & Operations Services, an organization with nearly 8,000 employees, 9 divisions and a 24-hour/7 days per week operation. •Successfully interfaced with Executive Vice Presidents of 9 divisions of Technology & Operations Services, working closely with them on business reviews, staffing, budget, high level issues and projects.•Analyzed monthly quality and performance data, and prepare reports for US Bancorp Officer review.•Exercised independent judgment, and dealt with highly confidential bank matters and contacts.•Acted as liaison for crisis management.•Planned, coordinated and participated in executive meetings with Technology/Operations management.•Managed issues, with executive level problem resolution and tracking, follow through and escalation (where necessary). Administered project management tracking program.•Key contact for outside vendors.