Manage both internal and external facing responsibilities, ranging from client and program management to operations and human capital. Includes direct oversight over as many as 40 direct reports including case administrators, business analysts, quality reviewers, nurses, doctors, and attorneys. Works closely with senior leadership to chart the future growth of Federal contracts and strategic response to the competitive contracting world.  Led all development activity for newly awarded contracts; all COTS systems deployed were delivered in scope, within budget, and on schedule.

Coordinated multiple concurrent projects across the company’s Federal portfolio with as many as 110 associates include case administrators, business analysts, quality reviewers, nurses, doctors, and attorneys. Developed and implemented processes and SOPs with key stakeholders to ensure updates to Federal regulations and polices were managed and communicated. Implemented corrective actions to ensure consistent application of laws, regulations, polices, and procedures pertinent to each project. Achieved a 10% improvement on client reported quality for medical reviews via the implementation of stringent review process which led to successful contract renewal. Improved overall customer service quality rating by 5% within two months of on-boarding by implementing new mentoring techniques for the leadership team and focusing on employee engagement.

Worked with key stakeholders to solicit, consolidate, and synthesize feedback to identify and prioritize process improvement opportunities. Communicated business requirements with the internal development team and assisted the business with the development and execution of user acceptance testing.  Slashed operational business costs by over $750k for the fiscal year via refinement of a case management system and introduction of process automation.

Oversaw the review process to ensure efficient delivery of service and contractual compliance across Medicare appeal projects including production monitoring, process maintenance, quality review, training, and staffing.  Established a call center of 50 call center agents within two weeks of sub-contract award and successfully completed over 10,000 outbound calls over a 2-month period. Increased team production by 20% over the course of two quarters via the implementation of a structured coaching and feedback process.

Processed appeal submissions including data entry and case file triage. Acted as lead nesting trainer for all newly on-boarded staff members.