• Develop multi-year strategic roadmaps for the Evernorth Contact Center Operations that focuses on improving the customer, provider, and client experience.• Developing and supporting design of service models aligned to our integrated, coordinated and/or point solution offerings anchoring on our strategic pillars (affordable, predicable, and simple).• Supports/leads the creation of summary business cases that outline scope, objectives, and value to drive strategic investments.• Partnering with various stakeholders such as Digital/IT, Office of Intelligent Automation, and Informatics teams to mature the Omnichannel, digital first, operating model.• Collects, analyzes, and leverages insights from multiple sources to holistically understand customer journeys and expectations, business process performance, pain points and gaps to identify short term threats & solutions and longer-term opportunities that can be turned into actionable roadmaps for delivery and execution.• Research best business practices within and outside the organization to establish benchmark data & determines how new technologies and service models can support the customer/provider/client experience and acceleration of business objectives.• Create working relationships with business partners across the team, customer stakeholder group & enterprise growth platforms.• Communicating at executive level, summaries on projects and with day-to-day management of team and matrix partners.• Contribute and influence strategic direction for senior leadership using formal and informal communication.

• Foster and deepen the client relationship of Cigna’s largest commercial employer covering over 200,000 covered lives for Medical, Dental, Behavioral, EAP, Wellness, and Spending Accounts. • Research, develop, and execute on new and innovative medical and wellness plan designs, partnering with client and consultant firms to support more affordable, transparent, and predictable health care consumption.• Develop and maintain client’s innovative technologies pipeline using an innovation fund to support the client’s strategic vision while championing the client’s relentless pursuit of data security and protection, ADA accessibility standards, and flawless operation of digital and internal assets.• Support the organization to achieve net medical membership growth, profitability and persistency objectives through effective service oversight, account retention and management strategies.• Develop/implement consumerism strategies to drive enrollment growth and facilitate meaningful customer behavior change through health advocacy& cost transparency• Coordinate and execute client meetings to consistently educate and highlight Cigna’s robust pipeline of products and services to create upsell opportunities and to prove the value of products and services purchased.• Research and evaluate market trends in Healthcare and Finance (Client’s market) to develop an ongoing wellness strategy, manage medical trend, and simplify the lives of the people we serve.

• Support the intake, prioritization, and the governance process for specialty projects (Clinical Performance and Quality and Behavioral).• Use strategic advisory and planning to create a thorough design that includes goals, objectives, strategies, tactics, and key performance indicators to provide vision, clarity of scope, and serve as the foundation for success evaluation.• Partner with and coach executive sponsors and business leaders to drive resolution of high profile, complex, cross organizational initiatives from problem identification to implementation and closure. • Skillfully assemble, lead, and drive project teams and governance structures involving multiple stakeholders to form cross organizational, collaborative teams that are striving for a common goal often with mixed or competing priorities.• Support with designing, planning, and resourcing new business, operating, and clinical models. • Create and execute tailored change management plans that include communication, training, reinforcement, monitoring, and sponsorship/stakeholder analysis.• Communicate project updates to varying audiences via scorecards, executive summaries, and presentations• Develop sustainable framework for transition to business ownership that includes robust transition plans, best practices, lessons learned, knowledge transfers, and sustainable governance and system maintenance structures.

• Managed daily operations of the behavioral call center to meet service level metrics and customer expectations.• Recruited, on-boarded, and developed (performance and career advancement) 16 direct reports both on site and remotely.• Collaborated with Account Management and Sales teams to ensure escalated client issues were handled, RFPs created, provided information for finalists meetings, and participated in client facing meetings.• Managed complex claims team that focused on resolving escalated claims concerns for customers and HCPs that included ABA and autism issues, single case agreements, and recovery and accounting concerns. • Collaborated with Behavioral Network team to address cost containment, out of network unit costs, autism contracting, network adequacy, and other network concerns.• Partnered with Product to discuss current trends and needs expressed by our customers and HCPs to develop/improve future product offerings.• Gathered feedback/insight from all above duties to identify areas of opportunity for improvement, innovation, organizational change, and establishment of best practices.• Lead process improvement initiatives as well as the change process to impact CBH clinical and network operations.• Managed medium and small projects and individually contributed to larger/enterprise project teams that focused on improved customer and HCP satisfaction, improved financial results (TMC and operating expenses), new technology creation, optimization of policies and procedures, creation of new products and services, and improved employee satisfaction and workplace performance.

• Completed quality review audits for Personal Advocate Team• Tracked and monitored individual metrics for team members• Coached employees on the spot and in 1:1 setting for performance improvement• Assisted with call volume by servicing incoming calls• Resolved escalated supervisor and account management concerns• Completed onboarding training for new hires and ancillary trainings as needed• Participated on process improvement projects, pilots, and various other initiatives

• Received and fielded calls from customers for behavioral benefits• Assisted with claims resolution, HCP listings, verifying eligibility, and crisis call resolution• Administered customer satisfaction surveys for advocacy and care management via phone• Registered customers into the care management system and documented case notes as required