Perform a wide variety of duties to support various major and minor projects in support of business operations under the direction of the Sr. VP of Post Acute Care Services and Southcoast Health at Home. Oversee/participate in project teams, committees, task forces, and documentation of all operational workflows at the VNA. Coach, train and mentor staff.

• Oversaw execution of the annual Claims Operating Plan• Designed and managed the execution of key business projects with Senior Claims Leaders• Defined and applied a consistent methodology to projects (i.e., design, develop, build, test, implement)• Worked directly with Senior Leadership to optimize workflows, practices, and procedures• Ensured adherence to the Claims Quality Assessment Program• Worked with leadership to develop, monitor, and track remediation efforts as opportunities were identified

• Oversaw strategy and daily oversight of the Claims Compliance organization• Ensured self-audits were executed to plan and in compliance with all applicable laws and claim best practices• Developed, led, and monitored compliance and regulatory strategies to identify and resolve potential issues, minimize risk, and enhance the reputation of the Claims organization• Mentored, developed, and coached business partners on compliance focus and audit techniques• Strengthened financial controls throughout Claims, and coordinated all claim activities with Internal Audit• Collaborated with the OGC to respond to customer complaints and state regulatory audits/inquiries

• Partnered with senior leadership to drive solutions of varying size and complexity across the enterprise to achieve strategic goals through innovation and process improvement, on time and within budget• Launched Business Process Outsourcing efforts to assess feasibility of sourcing for key focus areas• Developed and delivered enhanced customer service analytics, resulting in improved service by state and line of business to meet or exceed industry standards• Provided overall resource coordination/planning for handling of catastrophic claims for Hurricane Sandy and the October 2011 storms• Worked with Claim leadership to understand workflows and impact of claim segmentation and method of adjustment

• Strengthened expense management governance and tracking across the enterprise• Worked with senior management to develop unit expense metrics to monitor spending plans and enhance internal and Board of Director reporting• Worked with CFO, Finance management and staff to identify opportunities within Finance that could be centralized and created role mandates to support the vision• Developed Procurement strategy and value proposition with management• Identified and implemented Procurement operating process and policy improvements• Created and led the Project Management Office in support of conducting a Sarbanes Oxley assessment to identify, analyze and prioritize the financial risk for all of business and corporate units across the company• Provided oversight of all remediation efforts to strengthen controls and overall risk of the company• Organized and managed the non-audit relationships with KPMG and PwC• Developed annual cost/resource estimates and monitored department budgets totaling more than $5M• Created communications for senior management and the Audit Committee• Participated with HR and senior management in assessing and recruiting team resources

• Led Sarbanes-Oxley PMO Project Team responsible for obtaining an external audit opinion for the parent’s statutory financial results;• Oversaw the preparation of standardized documentation of business processes; the analysis, documentation and testing of controls, and the remediation of deficiencies; • Contributed to the development of communications for senior management and Audit Committee;• Organized and managed the non-audit relationships with KPMG and PwC;• Developed annual cost/resource estimates and monitor department budgets totaling more than $5M;• Assisted in the development of MassMutual’s risk-based approach to internal control over financial reporting in 2007 following new regulatory guidance and transition of ownership to BUs/CUs;• Participated with HR and senior management in the assessment and recruitment of team resources.

• Managed the SAP Production Team comprised of R3, BW and Actuate resources to provide production and development support for the finance organization across the enterprise;• Worked with manager to reorganize the team to redistribute work based on projects to reduce the amount of unnecessary and unplanned work;• Led the development and implementation of cross functional workgroup to revamp internal reporting, drive consistency and standardization, eliminate silos, and leverage best practices;• Partnered with BUs/CUs to validate and evidence the financial metrics in the 2004 and 2005 Policyholder Report and Annual Summary;• Managed the implementation of a tracking facility and assessment tool to allow auditors to monitor compliance with Sarbanes-Oxley.

• Assisted in developing new marketing strategies and the design and production of marketing materials and promotional items; coordinated and attended related trade shows.

• Worked with team to lay groundwork/foundation for fundamental shift from employer to direct consumer - member experience;• Led 25-person cross functional team in design and implementation of a national consumer service scorecard to ensure enterprise-wide accountability for service improvements;• Created the Service Recovery Program to ensure timely and systemic resolution of service issues and effective communication to clients and consumers;• Prepared presentations, organized and coordinated meetings and materials for regional and national customer satisfaction committee workgroups.

• Led efforts to develop and implement Auto Managed Care solutions throughout the Personal Lines Claim Organization;• Worked with field and vendor representatives to develop customized auto product for The Hartford, resulting in royalties in excess of $200,000 and annual savings of $152,000;• Developed and monitored baseline measures for Auto Managed Care Programs. Prepared Cost Benefit Analysis for projects and pilot implementations;• Served as Home Office/Field Liaison for product development, implementation, and ongoing operational improvements;• Reviewed competitor activities, new vendor products, and statutory requirements.• Managed project teams to deliver Business Process Redesign (BPR) programs aimed at improving operational practices for the achievement of expense targets and customer satisfaction goals;• Established workflow baselines and developed target recommendations in both a medbill repricing and case management environment;• Consulted on various projects providing expertise in documenting workflows, modeling and simulating current and future state scenarios;• Trained staff and provided project leadership on BPR methodology and software including data capture measurement, modeling and simulation;• Presented recommendations to management and senior level executives.