Heather Boyer Email & Phone Number

Greater Atlanta Area

Execute the integration of programs administered by corporate partners to improve service to our customers. Lead remote cross-functional project teams beginning with defining program requirements through implementation. Monitor development and testing results for multiple technology teams. Document implementation milestones, program risks, and issue resolution. Create and execute program communication strategies.

Greater Atlanta Area

Led cross-functional teams to implement programs that reduce healthcare costs for company members and customers. Implemented multiple solutions to mitigate an egregious overbilling scheme by laboratory providers that led to cost savings of $60 million in the first year. The project team included members from the Special Investigations Unit, Reimbursement Policy, Provider Contracting, and Medical Management. Collaborated with business partners to implement solutions to reduce out-of-network healthcare costs by $10 million annually.

Greater Atlanta Area

Utilized strategic change management methods to prepare associates for the business transformation resulting from the transition from International Classification of Disease 9th Revision medical codes to International Classification of Disease 10th Revision.  Developed internal and external communication strategy. Increased associate and program stakeholder engagement through educational meetings, training opportunities and regular communications utilizing multiple channels. Designed, promoted, and implemented an online Overview ICD-10 training session that was completed by more than 5,000 associates throughout the company.

Greater Atlanta Area

Designed, delivered, and promoted training and professional development programs for Provider Engagement and Contracting associates nationwide. Consulted with business partners and other stakeholders on the design and format of programs, conducted in-depth analysis and planning related to program development, designed and delivered programs, developed program communication and promotion strategies, and analyzed evaluation results. Designed and facilitated in-person and virtual training sessions (including a system demo) for associates throughout the company. Collaborated with the vendor to customize training materials, designed course outline and training schedule resulting in 300-400 associates completing training. Created weekly associate newsletter related to system enhancements, functionality, and associate experiences.  Led “Best in Class'' multi-day Service Excellence Conference for 120 high-performing Provider Relations Associates representing 14 BXBS plans. Led conference committee and designed agenda and materials resulting in a 96% Satisfaction Score.

Atlanta, Georgia, United States

Conducted and prioritized the results of annual training needs assessments, designed sessions to meet associate needs, developed materials, facilitated sessions, and compiled results of course evaluations. Developed and implemented an associate training program for Network Management associates in Georgia. Planned, developed, and coordinated communications directed to network physicians. Developed communication pieces introducing new products, programs, or initiatives, planning communication strategies, and producing provider newsletters.  Designed, facilitated, and evaluated associate training sessions. Transitioned quarterly Georgia provider newsletter from print to online format, resulting in significant printing and postage expense savings.

Atlanta, Georgia, United States

Created and maintained standard provider contract templates. Supported contract negotiations by coordinating compliance reviews of contractual documents.  Collaborated with the Provider Contracting team and Legal to draft non-standard contract language. Led provider training sessions introducing the functionality of the new provider portal. Supported contract audits. Supported activities related to large-scale provider terminations.

Atlanta, Georgia, United States

Calculated, implemented, and updated professional, ancillary and facility reimbursement for commercial health plan business. Documented and communicated reimbursement arrangements; performed data analysis related to reimbursement strategies, researched and coordinated the resolution of claim payment issues.

Mba/Mha, Business Administration And Health Administration

Ba, Social Psychology