In my current role, I’m able to leverage my 26 years of industry experience to lead my teams in investigating operational situations that have unexpected outcomes. We explore and identify root cause and corrective actions, facilitate any necessary financial adjustments, and report on those trends with the aim of helping the enterprise to adopt best practices.

Lead a team of Account Managers whose primary responsibility is to oversee day-to-day operations for a large portfolio of commercial PBM clients. I'm responsible for the hiring and training coordination for each new team member. I guide my Account Managers through complex issues and act as a single point of escalation support for them. To our clients, I am a representative of ESI's leadership team. I strategize with clients to streamline plan performance.

Promotion from previous position. Worked with Clinical and Account Executives to form strategic client plan. Represented account team within leadership and executive forums. At times, acted as Team Lead. Participated in Best and Final sales preparations and presentations. Aligned Company initiatives with consultant and client needs. Mentored new Account Managers

Promotion from previous position. Owned day-to-day account operations for a set of complex National clients. Established strong working relationships with various members of each client benefits team. Worked with internal operations groups to ensure complex client requirements were understood and correctly programmed.

Promotion from previous position. Owned eligibility file processing and vendor relationship duties. Participated in contract discussions with client and internal finance group. Led installation meetings and Quality Control meetings. Served as mentor to new Account Coordinators.

Participated in on-site financial/clinical reviews at client locations. Managed financial and clinical reporting to clients. Interfaced with internal functional areas to resolve operational issues. Developed communication materials. Managed relationship between external clients and internal operations groups.

Addressed and solved escalated issues from both internal and external sources. Performed quality assurance tasks in conjunction with customer service to insure the proper outbound flow of information.

On-call technician for eye (tissue) bank. Screened potential cornea donors’ medical and social histories. Coordinated and performed eye harvest from donors. Surgically removed donor corneas and preserved them for transplantation. Placed donor corneas with patients on transplant lists.