Bill Gerlach Email & Phone Number

Indianapolis, Indiana, Us

Leading a team of over forty, responsible for overall digital product experience development and execution across Member, Broker, and Employer constituent platforms, including the award-winning Sydney Health app. Extensive collaboration with business, engineering, data science, research, and user experience design teams to develop and execute digital-first roadmaps focused on achieving tangible value-based objectives around business growth, administrative savings, and overall customer experience – all within SAFe Agile framework. Adept at networking, influence, and relationship management at all levels of the organization. Team efforts have driven YoY improvements in critical KPIs, including adoption, digital task completion and digital containment, with further support of cost of care savings and operational cost reduction targets.

Indianapolis, Indiana, Us

Part of new start-up team within Anthem Digital responsible for the execution of research-based, data-driven prototyping of digital features and experiences in both the B2C and B2B space. Lead team of digital product managers, digital content strategists, user experience researchers, and digital analytic leads through "minimal testable product" definition, development, and delivery phases of Foundry stage-gate model. Assist in setting and driving overall Foundry strategy for internal and external partnerships and collaboration.

Indianapolis, Indiana, Us

Responsible for portfolio of digital solutions enabling customers to search for high-quality, cost-effective care across Anthem's nationwide network. Direct management of team of eight (digital product managers, program director, operational leads), and matrixed leadership over entire program team (business and IT) responsible for the development and launch of next-generation third-party transparency platform. Enterprise responsibility for key tracks of consumer experience having to do with finding and getting appropriate care across portal and mobile channels.

Olathe, Ks, Us

Boston, Ma, Us

Leading team of fifteen, responsible for multiple facets of consumer engagement strategy and execution across the member decision support and consumer directed healthcare (CDH) spaces. Strong decision support focus on advancing care cost and quality transparency and optimizing the customer experience in support of health care consumerism efforts. Significant experience leading web-based technology development with external vendors, and subsequently working with external clients to drive awareness and usage. CDH efforts focused on program and process optimization across HSA/HRA/FSA vendor management, operations, and sales/marketing, and wellness areas through collaborative and matrixed project and business activities with other key stakeholders. Leading efforts to better engage Millenials at critical points in their healthcare experience.

Boston, Ma, Us

Leading team of six, responsible for the development and execution of our next-generation portfolio of digital decision support capabilities to assist members in using their health plan effectively. Strong focus on advancing care cost and quality transparency, and optimizing the customer experience in support of health care consumerism efforts. Also responsible for the launch of BCBSMA's first customer service social media channel activity.

Boston, Ma, Us

Serve as Service Division liaison with key corporate initiatives while leading three-person team “pod” with responsibility for Service components of online member portal and member personalization strategies; lead and participate in various member experience enhancement initiatives. Key Activities/Achievements:• Co-led development of next-generation customer personalization engagement strategy and business plan• Led research and development of company's first eService program • Led development and launch of new claims recovery initiative that will achieve an additional $4-6MM in recoveries annually• Founding member of Green@Blue, a company-wide program aimed at executing initiatives that have a positive impact on both business performance and the environment.

Boston, Ma, Us

Led team of six business analysts and project leaders in the development, execution, and support of next-generation customer-centric service strategies, customer experience and call center operations analytics. Key Achievements:• Co-led the development and implementation of $1MM variable data, multi-channel communications platform with third-party vendor to enhance customer engagement and brand experience; call-to-action results averaged five times the direct marketing industry standard• Led development of new account-level service reporting tool that cut production time by 90% and enabled six-fold growth in reporting program participation • Collaborated with Dental Business Unit on member engagement campaign to increase routine care rates; use of consumer behavior data increased call-to-action rates within target populations• Negotiated contract for new customer service satisfaction survey vendor; facilitated development of new survey methodology

Boston, Ma, Us

Participated in strategy and business case development for customer-centric services aimed at enhancing total member experience for target populations; project managed subsequent development and launches. Key Achievements:• Co-developed and launched new service program for members with complex health conditions that resulted in 2-4 percentage point gains in select monthly Member Service Satisfaction components• Co-presented program at "2007 Optimizing Disease Management for Diabetes Conference" in Boston

Boston, Ma, Us

Partner in development and execution of online strategies for consumer and business markets; project managed marketing deliverables for B2B and B2C e-business initiatives; advised on user-centered design principles and online brand experience. Key Achievements: • Developed and launched company’s first email + web channel broker newsletter• Participated in Executive Development program: Selected by former CEO to assist with his term as Board President of the Boston Minuteman Council, Boy Scouts of America; co-led development and execution of community positioning of non-discrimination policies and customer service training programs• Researched, wrote, and presented "Blue Goes Green", a report outlining strategies for implementing more environmentally sustainable business practices; worked with internal Facilities department to expand corporate recycling program

Boston, Ma, Us

Project manage the development and implementation of print-related collateral and direct mail campaigns with focus on B2B partners (brokers, accounts). Additional internal clients included: Health & Wellness and Product Management teams.

Past elected official. Part of the seven-member Town Council with responsibility for all policy, operational, and budgetary activities of our municipality of 16,000 residents. Two-year term expired in November 2014. Did not seek re-election to a second term.

Needham, Ma, Us

Managing team of three, was responsible for all facets of exhibitor participation in tradeshows, including database management, communications, contracting, accounts payable, and on-site show logistics. Key Achievements:• Streamlined department’s outside communications by converting to all-digital formats• Collaborated on research/implementation of new web-based booth booking software

Mba, Global Business

Bs, Psychology