Heather Dennis Email and Phone Number

*2023 Presidents Circle Award*2022 Presidents Club Award*2021 Presidents Circle Award*Dedicated strategic account owner of large health plan client with direct reports*Client retention, growth, upsell products*Created and implemented best-in-class “Client Commitments” document, which was praised by our President and SVP, and presented at our Client Forum along with my client who described the positive outcomes and refreshing partnership*Individual satisfaction score was 5 out of 5 on most recent client surveys

*2016 Presidents Club*2015 Outstanding Performance*The single point of contact for my clients and have overall responsibility for growth, retention, operational and strategic initiatives of my assigned book of business.*Currently managing Health Plan clients in Medicare, Medicaid, Exchange, and Commercial.*Proactively recommend and promote CVS Health products and solutions, including clinical initiatives, disease management programs, retail network, mail benefit and Specialty programs. *Attend client onsite meetings to deliver and provide interpretation of financial and client reports, utilizing the suite of reporting capabilities available.*Oversee the coordination of program enhancements, business/product implementations, RFP responses, contract negotiations and approvals, financial arrangements, and back-end operational support.*Oversee all relationships between my clients and CVS Health teams.*Build solid relationships with clients' key decision makers to ensure a strong, cohesive business relationship is established and maintained.*Responsible for ongoing support and management of my clients' health plans.

• Oversees IT Projects and am Reconciliation Business Owner. Lead role in directing IS from a business perspective in adjustment activities, business requirements, etc. Actively engaged in re-architecture projects to enhance system functionality.• System validation and user acceptance testing performed accurately to minimize financial exposure/customer disruption.• Leads SWAT workgroups to organize and facilitate reconciliation efforts for high priority, high visibility SWAT issues. Collaborative cross-functional effort to resolve Med D Issues quickly.• Train and mentor fellow teammates and peers• Deliver best practices and continually think outside the box for solutions to complex problems. Look closely at the things we do every day to ensure overall compliance. Ensure processes meet SAS70, CMS/OIG, internal and client audits.• Ensure advice and decisions consider all downstream impacts (end to end view)• Support new client implementations.• Serve our beneficiaries and clients well – do this consistently through measurement, monitoring, root cause analysis and improving quality into all operational processes.• Actively participate in client calls when the need arises.• Continue to drive operational excellence through process improvement efforts

• Creates SEP Requirements documents (Business Requirements, Functional Requirements) for IT projects related to Adjustments (including Medicare Part D). Extensive system knowledge of RxClaim (both adjudication and adjustments), Enterprise Adjustment System, RxClaim Adjustment System (RAS), and VBClaim (VBRx, VBRecap).• Facilitates Requirements workgroups across many cross-functional areas within CVS Caremark. Ability to provide high-level summaries and project updates to senior leaders. Technical expertise and knowledge to create accurate and complete requirements documents.• Knowledge of business analysis methodologies and tools, including business process mapping. Ability to produce concise, clear, and complete business requirements. Ability to prepare and deliver organized and understandable presentations to large groups. Expertise in the functional aspects of RxCLAIM and adjustments. Knowledge of project management methodologies and tools.

• Perform detail-oriented financial claim analysis to calculate the financial impact to clients, participants, pharmacies, and Caremark due to plan design or pricing errors• Investigative skills are used to validate analysis requests and to determine root cause of errors• Extensive use and knowledge of RxClaim (A Box and B Box) to validate claims , conduct research, and pull queries; RxClaim experience in Medicare Part D, commercial health plans, Client Connect and Aetna.• Extensive use and knowledge of EAS and SharePoint to submit claims for reprocessing and track progress• Collaborate with IT partners on resolution of HEAT tickets and process improvements

• Co-managed Health Net Med D client (~600K lives); assisted in initial implementation of Health Net Med D for 1/1/08 go-live; also assisted with each re-implementation annually thereafter and Med D program implementations• Managed BSR requests on behalf of my client and also on behalf of the business for globally submitted requests• Led Med D client calls for status updates, issue escalations, deliverables to client, and project management• SME in Account Management for Med D on RxClaim; First line of escalation within the account team; Mentor new hires and teammates on system knowledge and processes, queries, client interactions, and best practices• Ran queries out of RxClaim B box, both scheduled and adhoc queries for client reports, CMS guerilla audit, and CMS sanction re-audit• Participated in process improvement workgroups for Enterprise Adjustment System, RxClaim Med D Service Warranties, Client Intent, 45-Day Reconciliation Requirement, and BART, which included attending regular meetings, creating and tracking BSR’s for enhancements, collaborating and presenting ideas across different departments, roll-out of new policies and procedures to Account Management• Assisted in creating initial RxClaim Med D client-facing training materials in 2007, and updated training materials in 2010; facilitated RxClaim Med D client trainings for 5 clients• Cross-trained in Client Benefits coding, testing and QA; assisted in coding and testing for 1/1/2011 Implementation• Attended our National Sales Meeting in 2011; Presented on Pharmacy Trend in AM breakout session at NSM; Presented NSM “Sales Story” to Irving and North Richland Hills Account Mgmt and Benefits colleagues at our TIER meeting• Certifications: Pharmacy Technician , Medicare Part D Technician, Advanced Medicare Part D Technician, Account Management Mentor• 2008 Q1 Quarterly Achievement Award, 2008 Outstanding Performance Award, 2009 Account Manager of the Year, 2010 Q3 Account Manager of the Quarter

• Managed front desk staff (average 7-8 employees across all shifts); Acted as escalation point of contact (on-call 24/7); Created training manuals and conducted training for all front desk staff• Managed Business Client Accounts (room reservations for our clients that had setup billing accounts through the hotel, sent monthly billing statements, coordinated airport pick-up/transportation for our client accounts)• Coordinated conference room rentals/group events• Certified Hospitality Manager (American Hotel & Lodging Educational Institute)