Support operational areas with reporting and analytics . Includes meeting with business owners to develop report management portfolios, develop reporting to identify issues, address employee productivity, and review processes & bottlenecks. Manage team of analysts and responsible for the development and output of operational data and analysis for performance, trend identification and process gaps. Contributions: Created targeted training programs to improve interactions with members via analytics. Identified numerous member abrasion factors for non-english speaking customers. Developed full training program and rolled out to all member facing employees matriculating 550 individuals since program launch 3 months ago.Managed 5-star reporting to identify drivers in poor member experience and implement enhancements. Developed data model with mock CAHP survey and key internal data elements to identify trends with dissatisfied members. Solution is currently in development to resolve tracking/reporting issue. Redesigned Member Enrollment process to eliminate the management of paper enrollment forms. Identified significant bottle necks in enrollment process involving manually moving forms through. Created an enrollment form tracker to be scanned and managed through queues to improve process efficiency, report insights, improved metric scores and the implementation of a QC tracking. Developed entire Performance & Analytics program and infrastructure. Hired team of 2 developers, and inherited 6 staff to develop protocols, create report maintenance infrastructure, & implement code QC/peer review process. Took reporting from zero automation, no QC, redundant reporting, and fractured communication to 96% automation rate, and executing ~6,500 reports a month within 2 years. Ensured 100% accuracy and zero issue MAR audit based on work done in program and protocol development, earning auditor praise of the infrastructure, documentation, and QC implementation.

In this role I established and led the member experience service improvement program. This program focused on identifying and resolving issues that negatively impact members. As such, I worked across business units to collect and analyze data, as well as implement solutions and training. I headed acquiring, managing, and analyzing voice-of-the-customer data to identify instances of negative member experience. To achieve this I conducted hypothesis-driven analyses within customer cohorts yielding opportunities for improvement. Based on analysis, I then led special projects to improve organizational performance and member experience. I also headed stakeholder engagement efforts in developing collaborative solutions. This was accomplished through the identification of benchmark hassle trends and the management of cross-functional dependencies and conflicts across the enterprise. Contributions included: Acted as temporary Director during time of corporate growth and transition, leveraging and building an analytics and data driven service improvement program from scratch. This resulted in the creation of the full-time director position.Removed member abrasion and corrected billing inconsistencies by conducting analysis of paid claims. Identified the pain point of patients being seen by contracted physicians at different locations and billed as out of service providers. Worked across departments to identify the problem and implement policies to ensure providers were compensated regardless of location and members were not held liable. Saw reductions in received bill calls into customer service. Resolved call center backlog issue within one week of implementation for customer service lines experiencing extensive wait times for members on different lines. Conducted 3–4-month analysis of productivity data in CSR. Identified pain point in phone line configuration and made recommendations to re-route incoming calls and redesigning queues.

Growing further into Information Development and Analysis I was promoted to this role. My primary objective was to support the sales teams by conducting client company-wide initiatives, which included analyses of metrics and performance data to identify/open new business channels.I supervised team of 2 in the management of proposal and information development processes, and ensured that deliverables were met for large RFPs, RFIs, and collateral development. This required applying a diverse set of skills to support strategic initiatives, drive profitable revenue, and membership growth via planning and strategizing company information and data. As a result, my efforts drove implementations via managing cross-functional teams, establishing short/long-term objectives, and analyzing financial and utilization data to determine viability of strategies and sub-strategies.CONTRIBUTIONS: - Collaborated with Chief Sales Officer to build new product and create sales materials. Project managed deliverable creation, created metrics and processes to streamline product creation and launch. Yielded 5,000 new members.- Directed and supervised cross-functional team to secure the renewal of Medicaid contract with the state. Created responses, and solutions by interfacing with clinical and business navigators to identify processes, pain points, and opportunities for development.

Lead the proposal development efforts for large, strategic and complex proposals/programs to further company initiatives. Identify and implement process improvements for efficiency of proposal development, including database content and processes enhancements. Responsible for training and managing the Proposal Team, developing strategies, implementing the proposal process, and coordinating resources.

Responsible for coordinating proposal development in response to requests for proposal (RFPs), requests for information (RFIs), surveys and questionnaires from major accounts, consulting firms, government agencies and other industry sources.

Managed and provided oversight of appeals for Medicare, Medicaid and employer group members. Complied with applicable laws, policies, regulatory requirements and current employer benefits.