Providing operations, customer success, program management and KPI consulting to mid-size organizations in the healthcare industry to help them scale and grow while delivering exceptional service to their members and clients.Recent projects:• Evaluated and assessed a contact center operation for a health outcome company • Revised the staffing model to scale intake operation including updated job descriptions, vendor strategy, content and messaging update, revised call quality focus and incentive alignment.• Defined and developed engagement operation metrics, aligned to organizational goals for intake and pharmacy teams

• Member of management team developing and executing business strategy.• Led the Live Services team delivering white-glove member experience of trusted guidance and support. Provided education, advocacy and coaching directly to health care consumers supported by digital tools and partner solutions as part of a value-based care model.• Consistently achieved a member NPS of 85 or above and a survey response rate above 50%• Managed and grew the Live Services team by 300%; coordinated transition to work from home model during COVID with an extremely low turn-over rate through 2021.• Responsible for ensuring services are delivered as contracted improving service levels by 80%; developed policies and guidelines to support consistent delivery of exceptional services as product line expanded and customer base grew in size and complexity.• Developed dashboard, performance metrics and OKRs to effectively manage service operations • Led change management and process optimization by creating workflows, job descriptions, policies and training to increase efficiency and scalability, increasing caseloads by 40%.• Developed system business requirements for operational infrastructure (CRM system) as SME and executive sponsor.• Supported sales and account management to retain and expand existing clients and to win new clients, growing the business to over 80 clients and more than 1 million covered lives.

● Appointed by McKesson and AxisPoint as 1 of 4 leaders to transition care management business to private equity firm as stand-alone business, developing capabilities previously provided by McKesson, ensuring quality and continuity of service. Business development achievements● Led team planning and prioritizing strategies to carve out business unit across 12 work streams.● Consulted with vendor management, account management and legal team to review current client and vendor contracts, establishing feasible strategy and timeline.● Coordinated interim HR functions with subject matter experts and vendors on issues such as benefits and payroll, in time for new ownership closing. Customer operations achievements:● Communicated new branding and strategy message to 500 employees and 75+ customers, responded quickly to mixed feedback, stabilizing client base and achieving customer satisfaction and employee retention.

● Part of leadership team to execute highly confidential divestiture of Care Management business unit to private equity firm, supported M&A and legal teams driving successful sale, meeting timeline and goals.● Participated in cross-functional leadership team, including account management, product, operations, finance, technology and sales under general manager for Care Management business unit with strategic responsibility and oversight, leading day-to-day business and surpassing EBIT goal in 2015.● Earned respect for transformational management style, identified staff with career potential, and offered coaching, new skills or feedback, encouraging team members to develop careers and earn promotions. Process improvement achievements:● Implemented KPI dashboards to track contract compliance and program performance, resulting in overall improvement in NPS from 2014 to 2015 of 7 points and reducing penalty payback by 17%.● Managed team of 26 implementation and customer operations professionals for outsourced population health and platform solutions; developed implementation best practices as core competency, winning large BCBS plan business due to implementation reputation.● Developed and facilitated change review board process increasing visibility of requests and resource allocation, improving efficiency and generating $350K in incremental revenue. ● Led Data Kaizen project for data loading issues, organized cross-functional team to review process and create formal sign-off process with variance tolerances, timelines, and escalation steps, resulted in early identification of issues reducing incidence of loading issues.Project management and professional services achievements:● Generated $1M in services and product optimization revenue supporting existing customer base and providing value-added benefits to support customer retention and migration strategy.● Executive Sponsor for 5 strategic, commercial payer and government accounts

● Led cross-functional teams of subject matter experts in completion of strategic projects, client implementations, product development, and process improvement, including Medicaid and commercial health plan customers valued in excess of $15M. ● Implemented Texas State Medicaid care management program, oversaw10 cross-functional work streams, and consulted with client, reaching successful implementation in 5 months.

Director, Program Communications Dec. 2005 - Sept. 2008Sr Manager, Program Communications May 2000 - Dec. 2005● Promoted with increased responsibility due to demonstrated success and exceeded goals.● Supervised marketing team of 8 professionals in development and production of private label campaign, increasing utilization of triage and chronic condition services as product line with P&L accountability. ● Doubled revenue to $6.5M and diversified program offerings and client base and created and instituted QA steps throughout sales and production processes, minimizing error rate and reducing costs. ● Directed team and strategy to obtain NCQA accreditation for organization for disease management. ● Developed wellness campaigns for Medicaid recipients, motivating behavior changes by providing education, tools, and incentives on low-cost healthy eating, exercise, and preventive screenings.● Led McKesson-sponsored Community Days outreach program, coordinating local chapter and volunteers.

As a Third Party Administrator (TPA) ISI administered extended service agreements, credit card enhancements and limited warranties for clients such as GE Capital, VISA, ITT, Intelligent Electronics, Good Sam and MicroAge. Sr. VP Marketing July 1998 – May 2000Marketing Manager Sept. 1994 – July 1998Marketing Assistant March 1992 – Sept. 1994

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