Responsible for integrating customer insights into strategic and operational efforts to ensure best in class service is provided to Home Care customers through all aspects of the relationship. Instrumental in leading transformational customer initiatives that result in improved customer experiences, increased operating efficiencies, and reductions in total cost as a percentage of sales. Contribute to the development, maintenance, and execution of business plans, with a focus on driving system automation, process improvement, and innovation, as well as pioneering the development of the home care center of excellence. Work cross-functionally within the organization to implement customer self-service tools, operational resources to improve order processing efficiencies, and lead product and service expansion initiatives. Work collaboratively with senior leadership and functional department leaders to create and maintain a “living” strategic business plan that articulates the technology and service roadmap for patients, caregivers, clinicians, payors, partners and other BD divisions.

Responsible for strategic direction and execution of national network development, contract negotiation and account management with managed care payers. Successful focus on a fluid and dynamic evolution of sales and marketing strategies based on product and service innovation and national legislative initiatives affecting healthcare reimbursement and quality standards. Appointed as subject matter expert for improved outcomes and value-based offers, reimbursement policies, and regulatory, contractual and accreditation requirements. Sponsored several operational, integration and process improvement projects leading to promotion to VP Customer Experience after BD acquired the organization.• Led development of ‘best practices’, increasing staff production by 15% and decreasing error rates by 46% amongst direct report units. • Secured 75+ new payer agreements annually, resulting in gross revenues over $240M.

Senior management of patient care, vendor management and clinical resource units. Responsibilities included management of contact center for patient enrollment, order intake and refills, as well as insurance verification, pre-authorization and medical documentation retrieval. Implemented control measures to ensure compliance with all regulatory, contractual and accreditation requirements. Effectively managed operational budget; provided key leadership in the design, development and implementation of critical operating systems, and served on the senior leadership team as a subject matter expert in healthcare compliance, operational efficiencies, and change management. • Increased annual sales by 32% and decreased labor expenses by 18% by streamlining processes and re-deploying staff members to open positions in other departments.• Served as key leader in the design, configuration and implementation of new order processing, payer rules management, and medical billing applications that led to significant cost savings and improvements in the customer experience.

Led the national inside sales team in strategic contract development with payers, largely contributing to the company’s managed care revenue growth. Served as Account Manager for strategic accounts and assisted in creating client-reporting packages. Reviewed provider agreements, negotiated terms and reimbursement, and managed database of thousands of payer and regulatory requirements. Conducted implementation calls with new payers to sell add-on services and maximize referral potential.• Secured key contract with fourth largest national payer, providing access to service over 4.6M lives, delivering sales of over $30M within the first two years.