Lead operations across PE-backed organization in 15+ metro areas with 60+ physicians. Highly cross-functional role, collaborating closely with technology, marketing, payor, clinical, and revenue-cycle management while reporting directly to the Chief Operating Officer. Play a vital role in identifying areas of improvement within the operational structure and executing new initiatives and processes for improvement while overseeing the patient support center.Highlights of accomplishments in this role include: • Independently led the transformation of an understaffed scheduling team into a fully staffed contact center, implementing KPI tracking, call quality expectations, and technological advancements that resulted in a 117% increase in calls handled and a reduction of repeat callers by 16%• Implemented self-scheduling and led go-to-market strategy as part of broader digital platform launch• Transitioned organization to new patient survey tool increasing positive reviews by 173% in initial 90 days• Reduced turnover by 55% in downline team

Formulated and executed the strategic direction for contracting and engaging external manufacturers at Zinc Health Services, a newer CVS subsidiary, focusing on rapid scaling and growth. Established cross-functional partnerships with invoicing, modeling, and finance teams to ensure accurate invoicing and revenue reporting. Demonstrated active participation in executive-level staff meetings, presenting accomplishments, forecasts, and long-term strategy to executives. Headed a high-visibility team, leading end-to-end facets of hiring, development, and providing general oversight. Designed impactful operational strategies for the team, yielding substantial financial benefits for the organization.Highlights of accomplishments in this role include:• Oversaw a portfolio of 300+ complex pharmacy (PBM) contracts, encompassing value-based and rebate-focused agreements, generating over $1B in annual revenue.• Achieved a 155% increase in measurable productivity in direct reports within six months by implementing new efficiencies.• Created and executed an onboarding playbook, defined objectives/KPIs, and developed standard operating procedures for a newly established team, playing a pivotal role in building the operational infrastructure.• Partnered with internal and external executives to optimize workflows and processes, leading to an 85% decrease in backlogged work, as well as facilitating prompt addressing of contracting queries and rapid contract execution.• Provided essential support to leadership by crafting executive-level and Board reports, utilizing data to effectively communicate narratives and provide valuable insights.

Collaborated with multiple business units to facilitate the adoption of strategic initiatives, fostering cross-functional alignment and driving organizational growth. Contributed to Board reporting, providing valuable insights and updates to the Board of Directors while representing leadership in formal State and Federal regulatory audits. Conducted quarterly business reviews, facilitating comprehensive evaluation and discussion of business performance.Highlights of accomplishments in this role include:• Established an effective operational framework for the launch of a new subsidiary, resulting in rapid growth to $11B in assets within three years.• Built and sustained financial reporting systems and key performance indicators (KPIs) for shared work across six subsidiaries and 36 work streams, enabling comprehensive tracking of financial and operational performance.• Devised a robust contracting strategy for the launch, encompassing the identification of essential contracts and work streams to adhere to regulatory obligations.• Developed and implemented robust vendor management protocols, sourcing and managing third-party vendors through comprehensive RFP/RFX, onboarding, and risk assessment programs to mitigate operational, regulatory, and reputational risk.

Led a global contact center team of 3K agents located in the United States, Mexico, Philippines, and India, ensuring effective collaboration and coordination across different geographical locations. Acted as the primary liaison for onboarding new strategic partners, creating detailed onboarding plans, communication strategies, and escalation workflows to facilitate seamless integration and collaboration. Instituted and executed standardized procedures and processes to optimize the end-to-end customer experience. Worked closely with the IT team to devise and introduce classroom technology in various countries, facilitating the remote observation of global training sessions and establishing observation parameters.Highlights of accomplishments in this role include:• Provided valuable contributions in contract-restructuring efforts and negotiated to prioritize enhanced performance through the implementation of financial incentives and penalties to drive desired outcomes• Prepared a tailored global chat curriculum centered on an American communication style, resulting in a noteworthy 4% increase in customer satisfaction scores, along with a substantial average handle time improvement of 7.5 minutes• Surpassed the national training goal by elevating the completion rate to 95.6% for a team of 3K agents, demonstrating a substantial 31% increase achieved through individual efforts• Contributed to cost-saving efforts by implementing training enhancements, optimizing onboarding plans, and improving operational efficiencies, contributing to a reduction of the total expense target from $725M to $710MPrior roles include:*Senior Analyst, Operations*Operations Consultant*Project Consultant*Coordinator