Optum Technologies is building a full medical-management clinical platform to provide end-to-end services for UHG lines of business, partners, providers, and members. • Hired to define and support the end-to-end adoption processes and strategies to support lines of business as they apply their individual business strategy to build their customized solution on this multi-tenant, platform-as-a-service product. • Educate new business lines on the reusable products available, the current state of completion, and ensure tenants contribute reusable configurations and product development ideation back to the platform and product component teams.• Defining initial solution and costing estimates to ensure client timeline requirements and roadmaps are in alignment with the platform availability.• Working with platform strategy and architecture leads to identify reusability and product readiness opportunities within the component products as they are constructed by federated teams for different lines of business. Helping to tie cross-organization component product strategies to platform overall strategy.

Bardavon Health Innovations built a digital health platform and a nationwide network of Physical Therapists serving workers’ compensation patients. Hired in 2018 as a Product Owner responsible for requirements specifications and quickly moved into a complete strategic redesign of an older version of their case management system, with the target goal of cutting documentation time by 50% and simplify the process of working with injured workers. • Promoted in 2019 to Senior Product Manager of the full Clinical Intelligence Product Line, over three flagship products and related functions. Managed full portfolio roadmap.• Personally reported progress to C-Suite and the Board of Directors.• Teamed with UX designer, clinicians, architects and Beta customers to design an industry leading documentation system. • Provided leadership to coordinate internal product strategy best practice in a start-up environment, implement corporate policies as well as regulatory and business rules throughout the system. Applied best practice product management techniques to build the strategy, including customer personas, journey maps, service blueprints and process diagrams to identify customer interactions and touchpoint needs. • Developed tools for presenting the Go-to-Market strategy, marketing messaging, customer interviewing, surveying, and beta testing practices to collect customer reactions. • Worked with analytics team to incorporate patient outcomes metrics (visit guidelines, patient progress prediction scoring, provider scoring). • Partnered with the technology team to create a shared understanding and vision for the product and how it fits in the portfolio roadmap for the future. • Conducted detailed industry market and product research to prioritize product features and future vision for the software. Provided full competitive reporting, including feature comparisons to help determine table stakes as well as excitement features for the future.

Berkley Medical Management Solutions (BMMS) provides technology for W. R. Berkley Insurance Group clients to help them better manage workers' compensation cases and return employees to work faster with better outcomes. BMMS was building a premiere case management system to support a team of nurses working directly with clients. Responsible for product development and feature definition and design in this entrepreneurial, fast-paced, agile development environment. • Responsible for new product development through launch of a home-grown system to support the expanding Berkley clinical specialist services. • Use Healthcare and data management experience to incorporate data analytics goals into the product development to support the company goal of harnessing the power of data to improve injury outcomes • Working with clinical specialists to understand their processes and documenting product specification and user implementation requirements.• Research and monitor existing client and industry developments to identify potential new product opportunities. Evaluate and resolve technical feasibility, design optimization and production issues. • Apply the latest trends in user experience design to enhance user satisfaction, usability, and system accessibility.

Healthcare Technology• Online Order Placement Application – Agile web development to build a web-based tool and algorithm to return order recommendations. • Blast Texting Application - Implemented a platform for blasting texts to lists of members with opt-in capabilities to promote sales. Financial Services Technology• Next Generations Advisor Platform - Implemented a new multi-system, workflow, and document management platform to support financial accounts and trades. Worked cross organizationally to define user stories and acceptance criteria for multiple releases of the application, facilitated design sessions, completed wireframes and process flow diagrams for more than 20 processes related to the opening of accounts and acceptance and review of trades.

Business/Systems Analyst implementing a case management system and data warehouse solutions to support data aggregation and predictive analysis identifying patients for supportive care management, leading to health care cost savings.• Implementation of Aerial Care Management included identification of data to be stored in the enterprise data warehouse and definition of data mapping and ETL requirements. Multiple systems and vendors were involved, requiring complex requirement gathering, test planning and implementation management. Managed all UAT and Ender User Training.• Implemented rules-based letter management system to deliver communications reminders to members to meet HEDIS requirements. • Worked with development teams to code multiple files to be extracted from or imported into our data warehouse. Performed analysis to determine correct data to meet data partner needs and worked with data governance, ETL coders, and internal QA resources to build and test files. (Required familiarity with membership data, health data, ICD10, ICD9, CPT, HEDIS, etc.) • Detailed cross-functional process definition of on-boarding employer groups electing one or more of several value-added services. Creation of SharePoint site to disseminate process information and SOPs. • Web-based presentation of member personal health information (PHI) to support customer service and nurse case management services. • Responsible for project definition and scope, requirements definition and sponsor relationship management, communication and SharePoint team site customization, vendor management and coordination of multiple initiatives at one time.

Management consultant responsible for helping business owners and management to assess their current situation, develop plans for improving the business and implement those improvements. Recent work includes:Workforce Planning Systems: Facilitated the business requirements, interactions between multiple systems, necessary processes/policies and a roadmap for executives to systematically staff projects with the right resources.Member Management and CRM for Professional Sporting Team: Defined a systematic CRM approach for building a “members-only” rewards program and social network.Local County Sheriff’s Office: developed detailed process maps of all processes leading to the creation of content for an inmate’s file. Output included a detailed process flow diagrams, an improvement plan for managing the intake process and data storage requirements/best practices.Athlete Management System Development Project (Cerner Corp.) Ideation and concept development for a system for professional sporting teams. Deliverables include detailed business and functional requirements, test scripts and results, process flow diagrams for each major function, Research Product Market to define product and where it will compete. Agile Project.Risk Management for Kansas Unified School District: Facilitated business process mapping of all critical back office functions within the school district to identify and create a risk management plan and roadmap. Organizational Development and Process Improvement for Missouri Department of Transportation: Developing IT organization into a well-structured and process based function. Personally responsible for the following initiatives. • Partner Strategy • IT Decision Framework and Operations Review• Escalation/Notification• Single Point of Failure Mitigation• Readiness & Investment Model• Performance Accountability Model

Customer-focused product manager responsible for strategic planning and management for existing services as well as development and launch of two new services. • Led strategic marketing for the profitable premium service portfolio representing more than 51% of annual earnings per share. After realizing 65% growth in 2004, 2005 revenues grew 18% with 30% profit improvement over 2004.• Turned around a profit/loss situation by rectifying service failure issues, restructuring pricing to be more competitive, and identifying processes to increase service profitability. After missing targets for three quarters, the service achieved revenues 3.1% over goal and increased per-day revenue 25% year-over-year in a very low margin service offering.• Developed the new product development strategy and successful market launch and for two new services. Developed comprehensive business and marketing plan for each service. Determined customer needs, market viability, service definition, and positioning relative to existing services. Developed and managed the go-to-market plan. Completed full market launch of one service and pilot market launch of the second.

Knowledge Management/Content Management: • Implemented a knowledgebase, projected to yield an NPV of $8.3 million in a three-year timeframe through the reduction in the number of calls to the call center due to inaccurate information given to customers as well as a reduction in average handle time per call as representatives search for information. Worked cross-functionally to capture and coordinate the development of customer-facing content and ensure they receive consistent product information regardless of customer touch point (call centers, web, IVR and direct sales channels). • Through interviews, documented the current state organization including enterprise content creation processes (process mapping), content management roles and inter-department communication breakdowns. • Developed cohesive program plan to support the implementation of a new knowledge base and content management system. Identified content to be included in program scope and defined taxonomy classification. Included program structure and governance, implementation approach, issue and risk management, communication planning and program progress reporting. • Identified metrics to measure success of the program in driving increased revenue, lowering costs, improving cross organizational processes, and improving customer and employee satisfaction.Best Practice Call Center of the Future Visioning: • Participated in the development of a service blueprint to create a contact center strategy for each customer touch-point. Researched best practices and trends to define the Best Practice Call Center of The Future.

• Order process subject matter expert for the development and launch of a web-based order management system. Developed procedures and reviewed business rules and system requirements. Advocated usability for Customer Care representatives. (Advocor Consulting Project for Sprint/National Integrated Services)• Managed 8 developer and analyst resources through a $2.8 million upgrade and redesign of the corporate Intranet. Effectively managed three sponsors with different project requirements and expectations. Time efficiencies expected to result in $12-21 million in productivity savings and an estimated 12,000 hours of increased selling time for sales associates. Completed project on schedule and well under budget. (Advocor Consulting Project for SprintPCS.com)

Knowledge Management: Implemented comprehensive, consistent knowledge management program for Ernst & Young’s national telecommunications practice including development of methods and procedures, process flows and decomposition, role descriptions and competency models for account knowledge management.• Portal Development: Development team member for web-based portal capable of searching across Lotus Notes databases and linking to multiple intranet and WWW resources. Created knowledge map, built pre-defined queries, developed on-line help files in HTML, and tested and launched tool to over 1000 users internationally.• Account Management: Developed a process for managing collective knowledge and communication at an account with 250 consultants and 20 plus project teams. Technology used included intranet-based and Lotus Notes databases. Surveyed account members to determine knowledge/communications/training needs and developed subsequent communication and training programs.Sales Strategy and Customer Relationship Management: Assisted implementation of large account management program for an account team that grew from six consultants and $500K in sales to 35 consultants and more than $20 million in sales in 18 months.• Coordinated the implementation of a national account planning program developed in conjunction with an outside vendor including relationship enhancement, opportunity management and strategic selling modules. The implementation included a series of specific training sessions and the roll out of a strategic sales management database.• Applied various organizational development and change management tactics including performance measurement and balanced scorecard development; process modeling; communications planning and implementation; competency-based role development; and team facilitation.

Operated as the sole marketing coordinator in the Kansas City office of a transportation consulting firm.

Process consultant providing session design and facilitation in change management, teambuilding, conflict resolution and TQM process improvement simulations.