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.
• Change Management & Transformation: Lead large-scale transformation projects, manage change initiatives from conception to execution, delivering tangible results in process redesign, technology integration, and.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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

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.
• 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