Jessica Conley Email and Phone Number

• Set the vision, strategy, and culture to evolve the enterprise focus on Provider Experience and Interoperability. Manage the execution of a $400M investment portfolio over 3 years.• Refine Interoperability strategy to extend beyond regulatory compliance and create competitive differentiation through surfacing clinical insights in the provider workflow at the point of care.• Ensure consistent and impactful operational performance across Digital Assets and Provider Operations, including provider data loading, credentialing, provider portal, electronic data interchange, and fraud, waste, & abuse for all lines of business (Medicaid, Medicare, Commercial, Individual & Family). • Enable business transformation based on root cause analysis and continuous improvement, change management, and successful delivery of strategic business initiatives. • Institute and oversee Provider Data Governance and Standardization function.

• Drove transformation efforts by integrating Aetna’s Provider Network with CVS assets such as HealthHUBs, MinuteClinics, and clinical transformation products. • Led virtual care reimbursement policy and strategy for all lines of business, including oversight of exponential utilization growth and liberalization amidst the global pandemic.• Drove transformation and restructuring of Behavioral Health Network to establish a provider facing relationship-based culture and grow the value-based care footprint nationwide.

• Set the integrated Optum Behavioral Health strategy for Consumer, Provider, and Client Experiences across all lines of business (Medicaid, Medicare, Commercial, Individual & Family). • Directly oversaw Experience Office, including Network Provider Relations, Provider Communications, Digital Portal strategy and development.• Collaborated with partners from Product, Clinical/Non-Clinical Operations, Finance, Enabling Services, Marketing, Growth Office, and IT to define and manage respective Experience roadmaps.• Managed NPS performance and execution of continuous improvement plans.• Served as the executive sponsor to deliver key Experience initiatives via Agile work teams.

• Launched an industry recognition program yielding 11 national and international awards, including Best Outsourcing Provider and Technology Innovation, across 4 distinct programs in the first year.• Designed, developed, and managed the Optum Commercial Contact Center product suite. • Instituted cross functional Deal Review forum and implemented reusable RFP database.• Assessed current and emerging customer/market/competitor needs and evolving trends to drive product strategy and capability development across all Distribution channels. • Defined innovation roadmap; piloted, validated, and deployed new capabilities for existing and new clients.

• Delivered a 200 BPS lift in top box satisfaction by developing and implementing a transformational Personalization Strategy using data and technology to tailor customer interactions.• Implemented Big Data capabilities, combining unstructured Social Media and Voice Analytics data with structured CRM data to deliver value such as a new revenue stream ($5M annually from targeted scripting program) and operational efficiency ($10M annual savings by restructuring front-line training).• Designed and implemented billing governance and risk management processes to achieve SOX and SAS70 certification, avoiding $5M in revenue processing errors in the first 2 years.• Chaired the Business Intelligence Competency Center (BICC), a senior level, cross functional team who defined and executed the enterprise-wide business intelligence strategy.