George Cordero Email and Phone Number

Affordability & Product Implementation Project Management

Served as a case installation subject matter expert, conducted impact assessment, and developed business and quality control processes. Project managed medical, pharmacy and ancillary products, programs and system deployment. Created Standard Operating Procedures, disseminated change communications using the ADKAR model, conducted training, and resolved complex help desk tickets.• Project managed, designed process and deployed the new Doctors Plan product by the target deployment date, resulting in product and program utilization and member cost savings. • Developed a process for moving 6000 plus fully insured groups to the latest certificate of coverage, and conducted training, resulting in 100% adoption and department of insurance compliance.• Developed and implemented a process for migrating acquisition groups to the UnitedHealthcare platform resulting in products, programs and service standardization, which improved overall case installation turnaround time, quality scores and servicing. • Designed and implemented a streamlined process for generating employee healthcare verification form 1095 for clients. • Conducted data analysis and convinced leadership team to limit system deployment to a few subject matter experts, saving the expense of having to train and grant system access to the entire implementation management organization. • Skillfully reviewed and responded to nonstandard requests and performance guarantees, resulting in zero payout to clients and increased customer satisfaction.

Managed a team of 8 business analysts responsible for supporting 200 Implementation Managers and Benefit Consultants. Partnered with regional directors and sales operations and ensured that business strategies were in alignment. Trained and coached staff and confirmed that projects, Standard Operating Procedures, communications, and training were successfully completed within the required timeframe. • Created and deployed a SharePoint to track help desk tickets from intake to closure, increasing visibility and improving closure rate from three to two days. • Designed and deployed a customer intent data capture tool that improved overall case installation turnaround time by two days, and quality scores by 1%.• Improved training effectiveness by taking ownership from the training and development area, resulting in better understanding and execution of process changes, and increased employee satisfaction.

Managed a team of 15 Key Accounts Client Service Representatives. Hired, coached and performance managed staff. Conducted case load assignment, capacity planning, and assisted staff with client specific issues. Used readiness reports to ensure that staff met and exceeded case installation production and quality metrics. Worked with leadership team to streamline process, enhance reporting, and create and modify metrics to ensure optimal operational performance. • Created a case-load assignment tool that streamlined and reduced the case-assignment process by 33%, from three hours to one. • Developed reporting that provided individual employee weekly, monthly and yearly productivity and quality results, improving the overall management at the employee and team level.• Instituted one on one meetings with staff, established subject matter experts and conducted team building exercises, resulting in improved employee morale and top performing team.

Managed healthcare benefits of large, complex customers. Oversaw new business and renewal installations, ensuring that medical, pharmacy and ancillary benefits were installed correctly by the client's effective date. Collaborated with the account management team to resolve day to day service issues. Attended health fairs, participated in finalist presentation meetings, and partnered with sales to developed growth and retention strategies. • Successfully managed and on boarded the Delta Airlines account, exceeding claim and service ready goals, resulting in a positive experience for customer and 50,000 plus members. • Developed and managed an onsite control plan to address Delta Airlines on boarding issues, collaborating with client and internal stakeholders, resulting in a successful installation and improved customer relationship.