MAXIMUS has a contract with the State of KS to administer the eligibility for the KanCare (formerly HealthWave) program. I am responsible for leading the KS MAXIMUS office.

Lead customer service and build a new Claims Shared Services unit to support claims offices in all 3 locations. Functions included in the new unit were customer service, quality audit, training, project management, process improvement, reporting, appeals, and nurse case management. Redesigned staffing and call handling approach for customer service to make more effective use of existing staff. Upgraded existing customer service rep skills and laid foundation to formalize CSR training approach.… Show more Lead customer service and build a new Claims Shared Services unit to support claims offices in all 3 locations. Functions included in the new unit were customer service, quality audit, training, project management, process improvement, reporting, appeals, and nurse case management. Redesigned staffing and call handling approach for customer service to make more effective use of existing staff. Upgraded existing customer service rep skills and laid foundation to formalize CSR training approach. Led projects to streamline the telephonic claims process, improve system documentation, and improve consistency in the 3 claims offices. Show less

Note: Great-West was acquired by CIGNA 7/1/2008.As Assistant Vice President, Service Operations (2007-2008): Oversaw Service Centers in Glendale, Atlanta and Dallas, establishing strategic direction and plans to consistently improve operational metrics. Spearheaded the March 2008 closure of the Glendale, CA, office and migrated the work to other service centers. Implemented organizational changes while integrating the center operations and operating processes. Fostered a team culture… Show more Note: Great-West was acquired by CIGNA 7/1/2008.As Assistant Vice President, Service Operations (2007-2008): Oversaw Service Centers in Glendale, Atlanta and Dallas, establishing strategic direction and plans to consistently improve operational metrics. Spearheaded the March 2008 closure of the Glendale, CA, office and migrated the work to other service centers. Implemented organizational changes while integrating the center operations and operating processes. Fostered a team culture that promoted shared activities between office locations. Initiated coaching and training for management staff in all offices, and originated tracking methods to guarantee consistent coaching sessions with all staff. Prepared for the future closing of the service centers by directing staff and reorganizing operations.As Director, Dallas Service Center (2005-2007): Directed the Dallas Service Center and led the customer call center, claims processing and broker service for the location. Oversaw the quality effort including call auditing, claim auditing, and training. Monitored location results and partnered with staff members to elevate results. Implemented new metrics and reports, and established monthly quality analysis to identify gaps and pinpoint improvement opportunities. Prepared for fluctuating workflows and needs by training temporary staff and repurposing staff members as needed. Fostered an atmosphere of teamwork and improved morale among employees despite a planned center closure.. Show less

Epoch Group was a third-party administrator processing health-insurance claims for companies that self-fund benefits. As Vice President, Operations: Streamlined processes to boost quality as a change agent. Assessed and raised the caliber of management skills and the professionalism of operations management throughout the location. Liaised with staff through quality-focused meetings aimed at gathering improvement recommendations. Led client problem solving meetings and engaged in client… Show more Epoch Group was a third-party administrator processing health-insurance claims for companies that self-fund benefits. As Vice President, Operations: Streamlined processes to boost quality as a change agent. Assessed and raised the caliber of management skills and the professionalism of operations management throughout the location. Liaised with staff through quality-focused meetings aimed at gathering improvement recommendations. Led client problem solving meetings and engaged in client sales presentations. Pinpointed synergies between two office locations and improved inter-office integration. Show less

As Vice President, Group Services (2000-2002): Drove effort to locate and exploit synergies among multiple departments to reduce expenses. Delivered strategic oversight of human resources, office services, training, facilities, corporate communications and support services. Maintained a multi-functional department budget of $6.5 million. Served as a key leader in the origination of a Professional Employer Organization. Created human-resources and benefits servicing processes, spearheading… Show more As Vice President, Group Services (2000-2002): Drove effort to locate and exploit synergies among multiple departments to reduce expenses. Delivered strategic oversight of human resources, office services, training, facilities, corporate communications and support services. Maintained a multi-functional department budget of $6.5 million. Served as a key leader in the origination of a Professional Employer Organization. Created human-resources and benefits servicing processes, spearheading operations and automation systems implementations. As Vice President, Client Services (1993-2000): Led a large cross-functional process re-engineering project to recreate the policy life cycles processes. Led client-focused operations for multifunctional work teams. Leveraged a continuous-improvement approach to combine and integrate customer contact and policy transaction processes. Collaborated with the senior management team to elevate processes in key matrix-managed functions including underwriting, loss control, premium audit, and sales.In early career from 1986 - 1993: Promoted multiple times, with previous positions including Operational Restructure Director, Administrative Services Director, Office Services Manager and Operations Analyst. Show less