• Business lead for multiple projects completed on time and within budget, targeting improved customer experience and cost containment.• Partnered across enterprise to develop technical documents, project plans, internal/external communications, processes, procedures, etc. • Supervised completion of readiness tasks for implementations of new and updated products, processes and tools.• Analyzed plans for implementations and launches to identify impact to servicing including dependencies, assumptions, issues and risks. • Assisted implementation of new products for Michigan and launch of new business partnerships with other BCBS association plans.• Targeted cost containment by closing gaps in customer experience through process improvement: encouraging proactive communication to reduce inbound call volume, and strengthening resources to reduce call time and improve instances of first call resolution.• Develop and revise workflows to improve efficiency, eliminate redundancy and reduce costs for internal and external facing processes.• Built databases to streamline processes, reduce risk of human error and improve reporting and tracking of CMS and quality measures.• Evaluated data with speech analytics platform to drive down expenses through reduction in overall call volume and lower handle time.• Consulted development of training curriculum content and delivery to ensure maximum preparation for handling customer inquiries.• Assigned work to team for defect/inquiry resolution; Conducted 1x1s to track workflow, resolve roadblocks and ensure timely completion.

• Analyzed data from multiple channels to determine root causes and trends in call volume to identify opportunities for process improvement.• Prepared and presented data and other deliverables for business units across the enterprise; working with multiple data sources and tools.• Contributed to business case development and pioneered implementation of speech analytics capabilities for business area to improve productivity, accuracy in data-mining and reporting, and reduce costs associated with in-bound call volume, handle time and penalties.• Led outbound call campaign initiatives, targeting improved STARs and CAHPS scores which directly impact revenue received from CMS.• Managed vendor relationship through facilitation of weekly calls to reinforce information, triage complex inquiries and monitor performance.• Championed process to report vendor accuracy; developed database to track errors and coaching at the agent, leader and site level over time to support audit readiness, reduce repeat calls, reduce unnecessary costs and payouts and improve customer experience. • Responsible for HEDIS reporting for call center measures working directly with internal compliance, STARs and HEDIS teams.

• Prepared performance summaries and developed routine and ad hoc reports for call center and executive leadership to track adherence to telephone servicing and inventory metrics to meet service level agreements with our group customers and contract agreements with CMS.• Evaluated call data to identify trends and outliers in call volume to develop departmental notifications to reduce handle time and costs. • Provide accurate and timely resolution to complex inquiries based on in-depth knowledge of claims systems and CMS guidance.• Created new and updated existing documentation to reflect procedural changes to assure call quality and compliance.• Supported launch of a new vendors and shut-down of existing vendors; ensured project plan tasks completed for a seamless transition. • Certified as a trainer for customer service; facilitated sessions of 25+ union and/or at-will employees at internal and external locations.• Traveled to vendors to provide additional support to leadership and serve as subject-matter expert for the CSRs.

• Served as a liaison between patient, provider and BCBSM, to advocate for the needs of the member.• Educated providers on the Medicare Advantage product and all that it encompasses.• Analyzed claims, research Medicare regulations, determine need for adjustment, and conditions for reprocessing• Strived to ease provider frustration and improve provider attitude towards the MA product (CHAPS scores).• Handled special assignments; working directly with analysts, executive services, provider consultants, and other areas of BCBSM.• Provided input on internal communications, policies and procedures, and other documents.• Received multiple accolades from customers and leadership for extraordinary service• Promoted based on performance

• Coded data for research project assessing the effects of new media on advertising.• Analyzed Internet search terms and other raw data to evaluate digital media effectiveness as a marketing tool.• Worked to establish cohesive results and designed a presentation to be delivered to University of Michigan faculty.

Develop and and utilize skills in collaboration, creativity, and leadership to execute promotional events for advertising clients.