Jaclyn Shusterman Email and Phone Number

Launched in-person care service in Designed Service Areas requiring coordination with Product, Topology, Legal, Supply Chain, Recruiting, Staffing, Clinical Operations, and Training teams. Provided updates to leadership at weekly meetings through Go/No-Go documents. Identified launch risks and drove remediation workstreams to enable on-time and on or below budget launches.

Hired and led three direct reports to support all Benefits Operations Services internal business operations including headcount and financials, promotion and talent cycles, business reporting documents, townhalls, and recognition program. Served as product manager for critical initiatives to support BOS growth.

Managed health improvement programs including non-slip safety shoe program, colorectal cancer screening, and preventive dental engagement program. Coordinated successful open enrollment including marketing, compliance documents, coordination with TPA, and customer experience across three health plans.

As one of the initial 80 founding employees of a cutting-edge start-up improving health outcomes through lifestyle and dietary changes linked to health data: • Led program management of strategic projects, including a call campaign to 2500 potential customers involving 30 employees across multiple departments; resulted in a 4x increase in customer engagement• Partnered with the Business Intelligence Team to develop tools and reporting to assess coach efficacy in customer retention, satisfaction, and engagement • Promoted to manage a team of 8-10 coaches each with caseloads of up to 100 customers; ensured departmental and customer experience KPIs were met or exceeded• Drove critical strategic decisions by leading bi-weekly cross-departmental meetings discussing customer engagement and retention, reviewing key company metrics, and evaluating project success• Developed and utilized bi-monthly quality assurance assessments to provide regular and direct feedback to coaches based on established best practices and core competencies• Utilized multiple CRM and data management tools to monitor metrics and performance, helping drive improved customer satisfaction (98% vs. goal of 90%) and retention rates (51% vs. goal of 50%)• Strategized and implemented plans for improving NPS and microsruvey scores of customer satisfaction • Coached customers on lifestyle and diet to optimize their health based on blood, genetics and other health-related metrics; consistently recognized for maintaining highest tier of ratings• Critically reviewed trainings prior to departmental release, as well as presented trainings to up to 60+ coaches, ensuring clear and thorough subject matter coverage • Developed hiring process for coaches, including drafting interview questions, creating hiring training, and leading interview process, growing coaching department from 35 to 60 with all activity tracked in ATS

• Provided medical nutrition therapy (MNT) for all inpatient areas as needed • Awarded Golden Eddy for excellence in patient and family education for work on improving education materials• Educated patients and caregivers on therapeutic diets to improve health outcomes and overall wellness• Recruited writers for blog edited and distributed articles for internal and external websites• Instructed and evaluated the progress of UW graduate students throughout their internships• Member of the Heart Failure Readmissions Committee, which implemented processes that decreased the number of patients re-admitted to the hospital within 30 days of their discharge

• Consulted with patients and members of healthcare team to provide MNT for all inpatient areas• Assessed patients for appropriate form of nutrition and provided recommendations for enteral nutrition or suggested consults for parenteral nutrition where necessary• Member of the Aspiration Precautions Committee, which implemented programs to improve patient safety• Coordinated internship experiences for and evaluated progress of University of Pittsburgh graduate students