Stephanie Helberg Email & Phone Number

United States

Healthcare Journey Enablement at the Intersection of Innovation & Pragmatism. Drive innovation in the Get Care Journey to enable access to care and member health enrichment. Transform business by developing strategic new products, improving experiences, and achieving healthcare operations efficiencies. Chronic conditions, care management, care navigation, and care partner enablement.

Accountable for technology enablement and contact center automation; conversational AI, social care experiences, digital readiness and service operations training; product teams, product roadmap, engagement and enterprise change management; consumer experience.Elevated NPS 10 points; increased digital self-service 10%; automation gains exceeded targets and $5m YoY.Delivered $1.2m value Q1 2023 conversational AI; exceeded value goals for 2023; $4.5m realized in 2022.Implemented conversational AI for web/mobile, contact center, CRM, and various consumer personas (member, provider, employer, group, commercial, Medicare, Medicaid, retail pharmacy, specialty)Innovated using ChatGPT, AI solutions via Microsoft Nuance, Genesys, IBM Watson, Salesforce, AdobeIdentified and implemented business intelligence dashboards; Omnichannel data story telling.Elevated associate engagement by 45% and satisfaction to 99%Recipient of silver Brandon Hall AI innovation industry award. Agile journey transformation.

Executed $10m digital medical device transformation program, Collaborated to identify and form transformation strategy, driving business value and KPIs.Analyzed and responded to changing market conditions to include competitive benchmarking.Delivered enhanced Consumer Experience, Patient Health experience leading to increased engagement.Program inclusive of technology enablement, marketing alignment, quality operations, and agile methodologies

Executed $25m digital medical device transformation programsTranslated executive mandates into actionable program policies and front-line procedures.Delivered enhanced Consumer Experience, measured with KPIs and consumer behavior analysis. Directed forecasting activities and set program performance goals and objectives accordingly.Allocated resources to support program objectives and continuously reassessed to optimize utilization.

Executed programs and operations, produced Content Strategy, Content as a Service ops, communications as an experience strategy, and double-digit gains in digital engagement/adoption.Lead digital content strategy, product management and vendor strategy, Marketing Technology platform modernization- Adobe, Salesforce, DrupalClient Implementation and Configuration strategy, gains in client NPS, member NPS, and operations productivity.Improved Digital Communications adoption rates by 15%Successfully reduced Employee Attrition rate from 70% to 0% Achieved 100% Employee EngagementDelivered 80% higher than forecasted Client configurations while maintaining SLAs.Agile transformation leader and champion- SAFe, OSAM (Optum Scaled Agile Methodology)

Strategy producing 10-20 NPS gains, operational efficiencies via Generative AI and automation.Translated business needs and priorities into innovative products, solutions and strategies. Implemented DevOpsLeader of analytics team; transformed from “report jockeys” to business intelligence function- AI, Dynatrace, Splunk, Tableau, Domo; innovative, predictive modeling, data strategy, data visualization.Product Innovation via Alexa pilot, Dynatrace pilot, IoT to predict service and drive self-service.Member Experience Champion- proactively identified improvements, implemented POC Bentley – adopted as standard for Operations and IT AdoptionRecognized by leaders to Co-Lead Service Task Force and Black Belt Initiative; implement ITSM.

Capitalized on new business opportunities, identifying and pursuing development pathways based on current market and competitor research.Oversaw successful business development strategies to bring in substantial new revenue of $10-15m.Forecasted short-term and long-term goals through successful financial planning.Created go to market strategy and solution- Cisco, Optum Co-Innovation Center partnership.Served as executive relationship owner- launch API/ APP Marketplace, Clinic InterconnectClient Management- define client unique business environment and challenges, innovate strategic solutions.

Strategy and Capability Leader, digital product solutions to address established government healthcare goals, translate, and align identified business needs and priorities into innovative technology solutions/strategies.Recipient of DoD Government incentive award for exceeding program outcomesProduct Strategy Leader of $15m Omnichannel portfolio of digital assets and operations; marketing and adoption. Contact center automation and Generative AI strategies.Accountable for technology personnel- development, product managers, product owners, businessBeneficiary-centric UX design; Innovative POC mobile app; Achieved 85% digital adoption/conversion.Developed, executed strategies, functional/operational objectives for DoD Tricare contract, contributed to RFI/RFPs for contract awards.Story Telling via data, data science; craft new strategies; measure success, outcomes; affect change.Thought leadership for the performance and results of diverse and broad functions. Agile transformation.

Delivered $65M IT program portfolio, Consumer Transparency, Enterprise Portals, and MobileInitiative leadership, consensus-building, and decision-making with business, IT, and executive managementRoadmap alignment with senior leaders for proposed solutions and decisions, balanced competing priorities; aligned focus towards common goals. Delivered 100% on time, budget and quality.Provided executive updates to senior leadership on program status, challenges and needs.Initiated and sponsored change efforts; aligned resources, navigate resistance, and motivated teams.

Strengthened company's competitive position with multifaceted approaches encompassing marketing, service delivery and operations management. Implemented provider payment solutions, member experiences.Represented organization at board meetings, VC forums and industry events.Capitalized on new business opportunities, identifying and pursuing development pathways based on current market and competitor research. Payment card innovation and PCI Compliance.Client Implementations and relationship management, responsible for technology training and solutioningMaintained positive, collaborative environment, result in improved morale, knowledge and job commitment.

Developed and launched Project Management Office principles, processes, governance, and methodologies.Established Risk Value Scoring for key initiatives, launched SDLC framework. Process re-engineering and systems (VSM, LEAN Champion, Green certification)Owned portfolio of 25+ legacy branded sites, ATG platform, Deluxe.com, financial services ordering systems, mainframe, Adobe/Scene7, Oracle, SQL and proprietary custom productsDelivered $15m projects, requirements, timelines, budget, resources, implementation, support, and maintenance.Lead of Project Managers and Business Analysts, platform developers, SEO/SEM marketing, analytics, operationsRecognized by Deluxe Corporate Board for efforts in launch of new corporate eCommerce site.

Developed and extended electronic mechanisms to facilitate business communication and processes - portfolio of portal transactions, direct EDI, and vendor-hosted sites; Raised EDI rates 35%Leader of Quality Assurance Team; demonstrated improvement in software quality and project cycle times.Leader of technical personnel, vendor management portfolio (Sharepoint, Tibco, Medica.com, ODS, SQL, .NET, Java, data warehouse, SpecBuilder, Empirix, Project Office, Remedy, UHG B2B, UHG B2C, Emdeon, ClaimLynx)Developed and supported complex data feeds B2B, B2C, vendor-to-vendor (utilizing FTP, MQ series, VPN and connectivity technologies); represented at national ANSI X12, contributed to standards development.Leader of IT Quality Workgroup, IT Training & Development, ITIL, Release Management, Data Quality Workgroup, Career Fair, Employee Survey, Speaking of Women's Health National Conference.

Patient Information Supervisor, Senior Business Analyst, Senior User Coordinator, Patient Experience

Greater Minneapolis-St. Paul Area

Clinic Administrator, Patient Representative, Certified Medical Assistant, Clinic Operations

Master Of Arts - Ma, Information Technology Leadership

Bachelor Of Arts - Ba, Business Communication And Organizational Management

Leading Safe 6.0, Agile

Data Science, Data Science

Data Science For Executives

Certified Test Manager (Ctm), Quality Assurance