Delivered best-in-class behavioral technician staffing by leading talent acquisition and retention, including onboarding, compliance, and credentialing.● Increased activations year-over-year from 54/week to 77/week and eliminated delays for the market by developing and implementing daily and weekly production targets based on the number of candidates that were being presented to the onboarding team.● Improved onboarding quality by 20% within 30 days by creating a quality policy with a checklist for all critical items in the onboarding process.● Overhauled the onboarding process, outlining and publishing the policies and procedures for teams to use during recruiting and post-audit, reducing turnover by 25% within 45 days and 40% within six months.

Drove revenue growth and retention by overseeing client services, leading provider enrollment and data augmentation, and managing compliance. Hired and developed staff through mentorship, coaching, and training initiatives. Adopted a strategic approach to operations, designing all structures to support a fast-growing client base. Transitioned the $28M business from Optum to Aperture Health, managing the integration of 135 new onshore and offshore staff, four new product lines, operations, technology platforms, and 120 new client contracts.Raised the Net Promoter Score (NPS) from -13 to 53 by implementing a new client follow-up procedure leveraging weekly check-ins with key clients and a complaint process to gather client feedback.Facilitated the shift from a Primary Source Verification business to a global source partner, achieving a cost savings of $2M+ year-over-year.Designed a strategy to achieve short- and long-term goals, including identifying a competitive edge, resulting in client growth of 20% in three months, and the addition of three more strategic clients bringing in $3M in additional revenue.

Spearheaded the turnaround and launch of a go-to-market strategy for the largest credential verification organization in the United States. Led the client services team to provide NCQA, URAC, JACHO, and CMS-certified credentialing products to HMOs and MCOs. Grew revenue by $15M in two years by creating a new production plan outlining targets based on market and client volume, and eliminating redundant steps within the credentialing process.Developed the first-of-its-kind credentialing alliance model, leveraging alliances in the Northeast United States and Arizona, adding accountability and standardization to the credentialing process, resulting in $4M in additional revenue year-over-year.Retained 95% of existing clients and improved quality scores from 75% to 90% in one year by revising the SLA process to align SLAs to clients rather than the business.Earned recognition as an Optum Top Performer for three years for outstanding performance.

• Monitored, reported, and ensured compliance for the CVO credentialing process in accordance with NCQA, URAC, JACHO, and CMS accreditation standards and federal and state laws and regulations.• Championed a positive client experience in line with organizational goals, focusing on primary source verification, revenue cycle management, and best practice implementation for call center and verification specialists.• Interfaced with other organization support functions to optimize operational practices and identify opportunities to improve systems and processes, ensuring accuracy of data and reporting for primary workflow system.• Represented the department as a liaison to internal and external stakeholders.• Increased production of credentialing files by 50% and quality by 10% through the extensive analysis of credentialling errors and data reports used to inform the development of new training sessions.• Reviewed policies and procedures for compliance with accrediting organization requirements, updating CVO operating policies and procedures for great alignment with regulations.• Developed criteria to ensure all clients remained in compliance with NCQA, URAC, and CMS standards.• Reduced credential application processing time by 50%, delivering high-quality products to clients in an efficient and cost-effective manner.