Kelley Carson Email & Phone Number

Leads the Central Region Consulting Services Division activities associated with development and delivery of consulting services related to government and health care industry sectors, as well as related system development and operations. These activities include leading teams who are responsible for defining, analyzing and documenting MMIS and Medicaid program business and technical requirements, developing procurement deliverables such as Advance Planning Documents and Request for Proposals, assisting in contract development and contract negotiation activities and defining and running operational readiness tests for Medicaid enterprises.

Performed various provider relations/customer relations activities for the State of Texas Medicaid Program. Responsibilities included public speaking, presentations, client visits and business analysis. Promoted to Division Director and led the activities of a 136-member division that delivered provider and client services for the State of Texas Medicaid and Medicaid Managed Care programs. Services included provider relations, client relations and enrollment, recruitment and retention, program policy, customer service, and provider enrollment activities. Monitored level of service provided by division members based on contract-driven metrics. Guided managers, supervisors and team members to develop action plans that improved workflow processes. Success stories include: reducing customer service hold times from average 6+ minutes to 3 minutes, improving service delivery without increasing staff; developing a transition plan for regional provider relation territories resulting in a 22% increase in the number of provider relations on-site visits and a 14% increase in the number of educational provider workshops conducted in a 12-month period; and redesigning training curriculum and transitioning to web-based training and fax-back question and answer sheets resulting in increased educational opportunities for healthcare providers while reducing the need for on-site training.

Directed the activities of Business Analysts teams responsible for definition, design, system testing, and production verification for system implemetation and system enhancement projects.