•Led the Health Plan Customer Service channel partnering with team leads from the HPCS channel focusing on improving the member experience and the CAHPS performance year over year• Lead the Part D / OptumRx channel partnering with the team lead from the Part D / OptumRx teams focusing on improving the member experience and the CAHPS performance year over year• Identified and partnered cross-organization with OptumRx to get UHC Medicare and Retirement member data from 8 disparate sources within OptumRx, to understand what leads to Getting Need Prescription Drug detractors• Lead a campaign partnering with a team of Pharmacist conducting targeted outreach to members who are GNPD detractors who also are high risk Med Adherence, campaign stood up in 3 week and acts as a listening post• Continued to help transition the National CAHPS & HOS format which helped address a need state that wasn’t initially being solved for with the previous format

• Mapped an operations journey to reduce touchpoints each month and increased efficiencies and automation, reducing barriers to improve member’s experience, while leading marketing for the Snowbird Walgreens and UHC Plan partnership for a Discount Card for members of Walgreens plans supported by UHC• Led marketing for a joint partnership between Walgreens and UHC promoting an initiative that provided advocates within various Walgreens where Medicare members could get help with their healthcare questions.• Collaborated with cross functional teams to execute marketing campaigns, successfully launching integrated marketing campaigns via Newspaper, Radio and Billboards.• Supported a client within the STARs Organization to operationalize strategies established by the National CAHPS & HOS Strategy team• Helped transition the National CAHPS & HOS format which helped address a need state that wasn’t initially being solved for with the previous format

• Led a team audit of the Outbound Email/IVR journey, capturing current state and volume analysis of member healthcare engagement to survey responses, identifying process disruptions and future state recommendations.• Created and enhanced a survey administration journey, through a partnership of internal and external collaborators, enhancing a member listening post supporting 20+ surveys and new surveys for clients• Promoted to Non-Digital Listening Post Lead (Net Promoter Score), overseeing a team of five - two direct reports, one Optum Advisory Services resource and two Optum Global Services resources.• Structured the team to seamlessly support the enterprise with Email surveys, Everest/IVR surveys (in-bound and out-bound) and Clarabridge text analytics tool.

• Managed strategic and tactical relationship with Qualtrics to ensure advancement in digital capabilities and future state needs were implemented and maintained effectively. • Supported identifying and creating survey design and implementation journey maps for member and provider digital platforms, leading to future state efficiencies and innovations.• Partnered with digital ad-hoc lead to create event triggered survey digital strategy (NPS) and as well as the creatives and intercept templates to meet User and Customer Experience guidelines and Accessibility Compliance.• Supported identifying and creating survey design and implementation journey maps for member and provider digital platforms, leading to future state efficiencies and innovations.• Worked within a matrix organization by building and sustaining relationships with business partners to effectively implement surveys, provide issue resolution and continuously review industry trends and innovations.

Senior Marketing Analyst, Product Marketing Manager, SaaS Marketing Manager in the Healthcare, Medical Device industries.

Healthcare and life science company.