Joe Coleman Email & Phone Number

Longwood, Fl, Us

• Strategic Planning & Execution: Develop and execute process improvement roadmaps aligned with organizational goals, in collaboration with C-suite executives and Board of Directors, to align process excellence initiatives with the company's strategic vision• Change Management & Transformation: Lead large-scale transformation projects, manage change initiatives from conception to execution, delivering tangible results in process redesign, technology integration, and organizational design• Leadership in Process Optimization: Orchestrate strategic initiatives, lead cross-functional teams to streamline operations, optimize processes, and improve overall business process performance.• Continuous Improvement Advocate: Establish a culture of continuous improvement by implementing various process improvement methodologies, fostering innovation, and driving a mindset of data-driven decision making throughout the organization• Data-Driven Decision Making: Leverage process and data analyses as well as performance metrics to identify areas for improvement, enable data-driven decision-making, and drive sustainable operational enhancements.• Stakeholder Engagement & Relationship Building: Cultivate strong relationships across departments, partner with stakeholders at all levels to understand business needs, drive consensus, and implement innovative solutions positive impact critical business metrics• Leadership & Development: Lead a team of high-performing process improvement professionals, including analysts and project managers, fostering their growth and development while aligning their efforts to achieve organizational goals. Mentor and coach team members to deliver successful projects, ensuring their continuous skill enhancement and creating a collaborative, results-driven work environment

Jacksonville, Florida, Us

• Program manager accountable for overseeing the planning, execution, and tracking of implementations related to the modernization of technical infrastructure• Relationship owner for national Blue Cross and Blue Shield Association and other Blue Cross and Blue Shield Plans nationally for SaaS modernization implementations• Product Owner for SaaS capability enhancements, accountable for ensuring alignment with National Blue Cross and Blue Shield requirements, Federal and State requirements, and local/internal business requirements• Implemented an enterprise-wide solution for communicating and resolving PHI/PII disclosures in partnership with Blue Cross and Blue Shield Association and national Blues plans; resulted in technical infrastructure capable of scaling to 10x current volumes and operational workflows exceeding target SLAs for quality and turnaround time• Indirectly supervised a team of Business Analysts responsible for documentation management, business requirement gathering, issue validation, workshop facilitation, and leading sub workgroups

Jacksonville, Florida, Us

• Led the development of new care programs to meet market and segment needs for Commercial line of business—including opportunity identification, strategic roadmap, cost benefit analysis, market research, go-to-market planning, and conducting test-and-learns / pilots, as appropriate• Partnered with cross-functional teams to identify and validate potential solutions to deliver meaningful, culturally relevant, and consumer-centric programs for members with chronic conditions • Facilitated negotiations between key constituents by incorporating data-driven analysis and objectivity into stakeholder discussions to ensure tradeoffs between complex requirements and deliverables result in win-win prioritizations and successful outcomes• Implemented a statewide remote patient monitoring program for members with CHF that included end-to-end accountability for program design, implementation and transition to business unit; resulted in $1.2M in savings across 150+ impacted members• Implemented a remote patient monitoring pilot for members with type two diabetes that included accountability for program design, implementation and vendor management; resulted in $6.1M in savings across 8500+ impacted members• Identified and implemented business process improvements to increase workflow efficiency as part of end-to-end program management of state remote patient monitoring program; resulted in a 47% reduction in reworks and a 15% improvement in TAT SLA adherence• Directly supervised a team of Project Support Specialists responsible for documentation management, market research, issue validation, workshop facilitation, and supporting sub workgroups

Jacksonville, Fl, Us

• Implemented and managed project governance program across all operational departments, including the standardized intake, triage, prioritization, and tracking of all technical and non-technical projects—resulting in a backlog of 350+ project requests being reviewed and reduced to <50 viable project requests• Implemented enterprise-wide quality program across all products and functions—resulting in the consolidation of five individual programs and 20+ audit forms into a single program with standardized audit forms by function and statistics driven sample populations, netting operational savings of $300k annually• Administered Lean Six Sigma training curriculum, including content writing and editing, conducting candidate training and train-the-trainer certifications, and the formal mentoring of L6S candidates• Facilitated weekly meetings for executive action committee chaired by the Chief Operating Officer; responsible for establishing strategic transformation initiatives and associated tactical deliverables, then developed and managed project plans in direct support of those transformation initiatives • Directly supervised a team of Process Engineers and Project Managers responsible for leading enterprise-wide and cross-departmental projects resulting in annualized savings >$2.1m• Directly supervised leaders responsible for a team of 20+ Quality Assurance Analysts who completed 10,000 audits per month in support of seven product lines throughout the organization with a 0.05% monthly overturn rate• Directly supervised a team of Operational Leaders who managed frontline staff responsible for processing 5,000 client requests monthly with a 98% quality score and 99% of cases meeting TAT SLAs

Jacksonville, Fl, Us

Jacksonville, Fl, Us

Jacksonville, Florida, Us

• Led and supported end-to-end process improvement initiatives at the departmental level, including issue validation, root cause analysis, opportunity identification, and implementation• Validated new and existing business process metrics in partnership with operational leaders using data analysis and L6S methodology• Led quarterly analysis of VOC survey results, including root cause evaluation for positive and negative member experiences, and identification of improvement opportunities • Led program to manage drivers of negative VOC experience, including monthly operational reviews, metric management plans, and prioritization reviews—resulting in the reduction of the monthly average from >30k claims impacted to <5k claims impacted• Formally mentored L6S candidates in both technical skills and soft skills as part of the L6S certification process

Jacksonville, Florida, Us

• Led and supported end-to-end process improvement initiatives at the team level, including issue validation, root cause analysis, opportunity identification, and implementation• Extracted and analyzed data sets for business process analyses, including issue validation/sizing, trend analysis, root cause analysis, and improvement recommendations• Directly contributed to documentation and validation of business requirements and functional requirements for technical and non-technical implementations• Supported cross-functional team responsible for triaging and validating impact-level of improvement ideas submitted to the Operations project pipeline

Jacksonville, Florida, Us

• Frontline position in a back office environment expected to process 100+ work items per day• Responsible for resolving claim holds, adjusting claims, and coordinating with multiple departments to ensure quality outcomes for patients and providers• Required to navigate through multiple applications and tools to locate relevant policies, procedures, product details, or market information to obtain the necessary information to resolve processing issues• Led training for claims adjustments process, including process SOPs and specialty workarounds• Back-Up Supervisor, responsible for distributing work to team, compiling weekly production reporting, and supporting the team by answering questions

New York, Ny, Us

• Frontline position in an inbound call center expected to work 40-60 inbound calls per day• Responsible for providing dedicated account support for clients and members for their retirement plans• Expected to provide partners and customers with clear and accurate responses to their requests or inquiries at point of call, or to research with the appropriate departments and follow-up timely• Required to navigate through multiple applications and tools to locate relevant policies, procedures, product details, or market information to obtain the necessary information to resolve inquiries

Master Of Business Administration - Mba, Data Analytics

Bachelor’S Degree, Philosophy And Religious Studies