As an expansion of the prior role, responsible for the establishment, expansion, and oversight of an implementation department within Customer Operations in order to streamline, improve, and ensure success when rapidly deploying change. Directly leading 4 Directors, charged by the organization to support our enterprise initiatives through the creation of standards around business analysis, improve and centralize business testing practices, and further deploy organizational change management across the division.

Responsible for the successful implementation of the core administrative processing systems (CAPS), which includes the migration to a self hosted cloud environment, and a phased approach for system conversions to the Cognizant QNXT suite and related integrated applications. Fully represented the business needs across the organization, including Sales, Benefits, Enrollment, Provider Operations, Pricing, Claims, Encounters, Finance, Revenue Management, Customer Service, Digital Services, Utilization Management, Grievances and Appeals, and Clinical Quality. Established a new Organizational Change Management department for all impacted associates, to include Change Readiness and Software Training. Supported all cutover activities through post-production validation to meet pre-defined success criteria.

Selected by the organization to solve complex business problems, as well as plan and oversee execution of solutions across the entire enterprise. This role is focused on transforming the business, emphasizing the customer experience and employee engagement while improving overall quality and efficiency.

Responsible for planning, organizing and directing the operations of technology-based business functions of the health plan. Identifies, evaluates and quantifies the technology, information systems and business needs of the plan for the purpose of improving and/or integrating systems; providing new systems/technology and/or business solutions; and monitors system enhancements and adoption to ensure continuous quality improvement and compliance. Leads mission critical, cross-functional initiatives from detailed business requirements development and budget approval through to successful completion. Applies lean practices across value stream to continually improve processes and outcomes.

Responsible for leading a team in selecting, developing and implementing statistical market research models and integrating the data into ongoing market research initiatives. Primary duties to include, but are not limited to: Identifies and recommends appropriate computer based analytical software. Identifies techniques that will enhance the capability of the Market Research team in gathering, projecting, and interpreting market research data. Provides additional leadership in the area of problem solving and research design to the entire team. Develops statistical models for integrating past and present data, and predicting future outcomes. Presents recommendations to management based upon outcomes from the models.

Responsible for the success of the Operations Department including the research, analytics, and investigation of operational challenges. This role is also responsible for the financial accuracy, timeliness, and quality execution of day-to-day operations for an NCQA accredited health plan with Medicaid membership of 140,000+ and a network greater than 10,000 providers.

Working in IT, responsible for team to provide technical support and new development for the Quality Management Department, including HEDIS, EPSDT, and PQIP. Provided expertise in identifying, evaluating, and developing systems and procedures that are cost effective and meet user requirements. Acted as a resource to team and users of business applications and procedures. Provided consultation to team and users in the area of automated systems and department processes and less experienced business analysts. Researched, planned, coordinated, and recommended software and system choices to meet the company’s business requirements. Utilized knowledge and skills to address business challenges to improve efficiency and decision making, reduce redundancy, and enhance business results.

The Leadership Development Program is two-year rotational program geared towards developing professionals into future leaders of the organization. Four six-month rotations comprised of three corporate rotations and one health plan rotation, in addition to formal coursework, mentorship, and leadership training, give the associates the opportunity to gain exposure to and build solutions for many key departments in the organization. Post program, associates are positioned for leadership roles within the company.Rotation I: Market and Competitive Intelligence Team in MarketingRotation II: Data & Application Services Team in Technology ServicesRotation III: Washington State Health Plan OperationsRotation IV: Account Management Team in Implementation

Work directly with internal corporate customers and business owners to provide Decision Support solutions with the goal of identifying areas of opportunity for formulation and implementation of strategic initiatives, both financially and clinically. Provide professional development to corporate office staff on Decision Support tools, analytic techniques, data nuances, and methodologies. Develop and maintain Standard Reports for the purpose of supporting strategic decision making at the corporate level. Performs ad hoc analyses to complement existing report infrastructures through existing software. Support Corporate Healthcare Economics team through provision of data reporting and analyses as requested.