Ben Scaccia Email & Phone Number

Santa Monica, Ca, Us

Healthcare member/patient experience consulting and coaching to support, spark, design, and deliver seamless, necessary, and help-full experiences for teams, consumers, and organizations. Current engagements focused on service operations, patient experience design & delivery, turnarounds, change management, and process improvement. Selected projects are listed below:🎯 GUIDEWELL pinpointed a need to up-level its engagement center's commercial potential to better position itself in the market. I developed a suite of health coaching products to enhance competitiveness and customer engagement.📈 VALIDIC diagnosed an opportunity to significantly uplevel its training programs for its new and incumbent leaders of people. I built, delivered, and facilitated a custom-tailored training program for all leaders of people, resulting in improved productivity and focus on strategic imperatives.🚀 HIGH PERFORMING HEALTHCARE EXECUTIVES leaned into the opportunity to enhance their leadership effectiveness. I provide targeted executive advisement, mentorship, & support, resulting in transformative improvements in their organizations' performance and culture.

Indianapolis, Indiana, Us

Carelon Health needed a comprehensive strategy to substantially improve call center operations, increase patient engagement, enhance the patient experience, and close gaps in HEDIS measures.✅ Successfully transformed the performance of the member services and centralized patient engagement units, developed the Togetherness program, and launched Member Connect.✅ Spearheaded the design and implementation of the patient experience strategy and road map, implemented a robust patient feedback system, and integrated a suite of service and hospitality principles throughout the organization. ✅ Significantly improved the quality of patient interactions, reduced grievances, enhanced compliance management, and streamlined patient navigation and service delivery across Carelon.

Healthcare member/patient experience consulting to support, spark, design, and deliver seamless, necessary, and help-full experiences for teams, consumers, and organizations. Engagements focused on service operations, patient experience design & delivery, turnarounds, change management, and process improvement. Selected projects are listed below:🏗️ KAISER PERMANENTE (SoCal) faced inefficient staffing, outdated tech, and inadequate workspaces. I spearheaded the development of - and secured approval for - a $5M initiative to overhaul staffing protocols, upgrade the technology stack, and redesign workspaces.⚡ THE ADVISORY BOARD recognized a relationship between underperforming healthcare systems and suboptimal patient, guest, and employee experiences. I designed programming leveraging hospitality as a key positive differentiator for healthcare systems.

New York, New York, Us

Hospitality Quotient was born out of the crucial insight that organizations overlook the quality of their organizational culture and experience delivery at their own peril - as these are crucial for sustaining a competitive advantage.✅ Partnered with companies to integrate hospitality into their core practices, tailoring consulting practices, workshops, and speaking engagements to meet unique needs.✅ Developed and delivered customized learning engagements to equip organizations with the tools, systems, and language necessary for embracing hospitality-driven service delivery at all levels.✅ Transformed organizational cultures for our clients and up-leveled their service experience execution to create sustainable competitive advantages.

New York, Ny, Us

Emblem identified an urgent need to positively differentiate itself by improving community health services in New York City.✅ Successfully developed and secured a substantial $3.5 million in funding for EmblemHealth Neighborhood Care, crafting service offerings, ROI models, and budgets. Led team-building efforts, hiring for 45 new roles, and managed staff across all sites as well as centralized operational supports.✅ Oversaw the project’s operational aspects, including real estate, architectural design, and construction, ensuring completion within tight timelines and budget.✅ Implemented metrics for continuous improvement, forged strategic partnerships, facilitated hundreds of community events, and secured funding for expansion.✅ Radically increased access to healthcare and SDOH services for communities, increased market penetration in key neighborhoods, and substantially improved positive brand consideration and visibility for an initiative now at the center of the EmblemHealth story - with fifteen locations across the metropolitan area.

New York, Ny, Us

Retained all responsibilities referred to in the Director, Process Improvement & Network Reporting role found directly below (now managing team of 8 staff members). Accountable for the facilitation of all company-wide reimbursement policy related decisions: 1) Designed and implemented reimbursement policy decision making process and procedures; 2) Co-led Reimbursement Policy Committee; 3) Accountable party for the effective completion of APR-DRG and APG auto-adjudication projects. Contract owner of claims editing, fee schedule and provider network management third party agreements whose contributions are valued at over $80 million in savings to Emblem annually.

New York, Ny, Us

Leader of all Process Improvement initiatives for department of 200 employees (please see 6 Sigma Black Belt role below for additional information). Projects include: 1) Reducing the volume of misrouted customer service requests; 2) Reducing the lead time associated with rendering decisions on Grievance& Appeal cases; 3) Improving the auto-adjudication rate for paper claim submissions. Expanded responsibilities for Provider File Reporting to include not only HIP but also the GHI PPO and GHI HMO companies for Professional, Facility and Ancillary data records (please see Director, Provider File Reporting role below for additional information). Designed and delivered Provider Satisfaction Surveys, performed subsequent analysis, made business recommendations and facilitated implementation. Managed team of 6 staff members.

New York, Ny, Us

One year special assignment. Supervised 2 teams comprised of 36 employees and 2 managers whose function is to perform all data maintenance for the professional provider file regarding the support of claims reimbursement and providers’ accurate representation in directories and on the web. Unmistakably improved individual and team morale resulting in a measurable increase of productivity of 90%. Led team through process improvement initiatives which resulted in team lead time reduction from an average of 2 months to 24 hours. Successfully navigated team through a union re-structuring which resulted in the replacement of 10 staff members out of an original 13. Leader of process mapping and improvement sub-team to integrate HIP and GHI provider file processes and database platform. Generated, designed, tested and troubleshot provider file database enhancement in coordination with the IS organization. Facilitated conflict resolution amongst staff members and colleagues. Mentored LEAN practitioners to successful project completion.

New York, Ny, Us

Co-led multiple 6 Sigma projects in Provider Operations and Claims departments responsible for $2.2 million in savings annually based on the implementation of process improvements. Led work group of subject matter experts to map processes, assess processes’ inherent capability and brainstorm potential factors contributing to errors. Presented project status and findings routinely to senior staff and subject matter experts and gained company-wide support for proposed solutions. Facilitated implementation of solutions to appropriate parties. Successfully brainstormed new 6 Sigma project ideas of significant value to company. Mentored Green Belts towards fulfillment of certification and project requirements. Re-assumed Director, Provider File Reporting April 1st, 2006 while retaining 6 Sigma Black Belt role.

New York, Ny, Us

Supervise staff of 5 managers with the responsibility to comprehensively prioritize, design and distribute all ad hoc and production Provider File report requests. Includes reporting for: External business associates (RFP’s, network disruption analyses and mailings targeted to subsets of the delivery system), Regulatory agencies (HPN, MEDS, HEDIS and HSD tables), the Operations Enterprise (audit reports) and Marketing & Sales (paper and website directory extracts). Selected, designed, refined, implemented and maintained a comprehensive recruitment database for a network expansion initiative. Led team of Directors on projects to gain greater data integrity in Provider File databases.

New York, Ny, Us

Provided expertise for implementation and enhancement of critical database crosswalk projects. Training of multiple departments on user interface for Provider File databases. Designed automated production report templates to enhance departmental efficiency. Provided ad hoc reporting for HIP senior leadership for corporate-wide decision making.

New York, Ny, Us

Performed critical financial and geo-access analyses used to determine negotiating strategies with prospective partnering organizations. Coordinated company wide database updates for a network of over 6,000 providers and 35,000 members in order to streamline the administration of prior approvals and claims payment.

Westlake, Texas, Us

Resolved clients’ account transaction needs in a web-trading environment.

Focus on the children affected and temporarily residing on premises, designed and implemented a domestic violence intervention program providing families in crisis with counseling and access to local resources in a safe and nurturing environment. Built a diverse network of professionals to ensure the best services for clients.