Promoted to lead a new team, in a highly matrixed organization, establishing process, operating procedures, tools and technology, leading our narrow and high-performance network growth strategy.• Operationalized high-performance networks in PA, to include the BCBSA and HM driven strategies aligning to our VBR and Specialist Efficiency quality data.• Collaborated on the Together Blue ACA strategy and construct, aligning to key health systems, leading to the successful adoption and growth. • Lead new network builds across HM’s footprint to include tiered, narrow and home-host designs.• Development of Sales’ tools to demonstrate the value proposition of our high-performance and narrow networks: Network Analytics Suite, Claims Repricing Tool, Realized Savings Report.• Built a new Impact Reporting solution for Sales to simplify the member disruption message. • Developed a Network Scorecard to manage KPIs tied to internal operations, driving external outcomes leading to the highest value, competitive networks. • Developed the Network Efficiency Tool to map providers by specialty to membership by networks. • Provider One, Product Modularization and Network Modeler design strategy.• Created the Network Repository SharePoint as source of truth for network Business Rules.• Lead a cross functional team to align on existing and new process and RACI for network/product.• thinkUP ideas submitted, the solution to operationalize our clinically integrated networks won.• Lead employee engagement activities for our organization to include the Clifton Strengths Finder activities and discussions, team meeting activities, focused group sessions.

Provide leadership to team supporting PIM business operations, learning and development, tools and technology enhancements, reporting and analytics, facility pricing systems, quality and compliance. • Operationalization of CMS directory data attestation, building ad-hoc solution and long-term solution through the Atlas vendor. Increased data quality audit results by 52%.• Incorporated innovative new technologies to improve PIM associate learning and experience. Identified and implemented 15 improvements to the operational process.• Streamlined reporting and analytics function through use of new SharePoint site to manage workload, developed form for requests and expanded team to support business.

Provide strategic leadership and oversight to area operations directors, maximizing program potential and profitability.• Development of a new scorecard focused on KPIs contributing to the success of the clinical and financialoperations.• Drive KPIs leading to the highest level of clinical quality, clinical delivery, utilization, and revenue.• Listen to office staff and brainstorm solutions with leadership for resolution.• Provide recommendations for how to streamline scheduling and billing across the 19+ locations, maximizing program potential and profitability.

Relocated to Tampa Florida to revitalize and build the Clinical Support Team through a restructure of the organization, establishing metrics and development of technology. • Lead a dynamic team of 80 employees who customize routes balancing the needs of the provider and member ensuring the best customer service.• Provide support to a field organization of 1,000 nurse practitioners supporting approximately 40 healthcare clients across the country.• Built a culture of care and support with the team and for our field organization using the “Help One More” and “Hand-in-Hand We Change Lives” slogans.• Reorganized the department to include new positions, new salary structures and growth opportunities.• Developed departmental metrics and scorecards, incentive bonus tier program and rewards and recognition ceremonies to drive performance.• Developed a new ticketing process to streamline communication with providers regarding same-day cancellations to improve visits kept metric from 88% to record breaking highs of 97% or $1.1M in savings monthly.• Implementation of the ClickSoftware scalable solution utilizing the best optimization engine in the industry for scheduling visits and efficient routes. • Manage a $5.2M dollar P&L with direct/indirect showing favorable.• Oversight to building a culture of being the best, voted into the “Tampa's Top 100 Places to Work” in 2015.

Joined Matrix to lead the Mid-Atlantic team, build solid procedures, develop and implement process improvements.• Lead business operations and support to 300+ nurse practitioners in PA, NY and MA.• Ensure monthly productivity and quality goals are reached for all member health assessments.• Traveled and presented at regional team meetings and leadership meetings providing operations training and education to nurse practitioners and clinical leadership.• Developed the first automated scorecard for the management team showing individual,team, regional and national scores as well as trending charts.• Tasked with special projects leading to process improvement in the overall field organization (for example Provider Profile scheduling preferences and member and provider Cancellation Tracking).

Recruited to manage database and workload systems, develop, build and implement process improvements and maintain business solutions. • Member of team focused on identifying process improvements in the business operations and building the technology solutions and executing change.• Served as a business liaison, provided support and training of tools developed by team.• Identified strategic scheduling logic and automation of case assignment and work prioritization to drive production improvement.• Successfully conceptualized, designed and executed the implementation of a resource planning system utilizing SharePoint for automation of graphing and analysis.• Analysis and dashboard preparation for budget planning, manpower models, process improvement, productivity deck initiatives and goal to performance measurement.• Won a Best-in-Class Competition in 2011 for a new billing solution to save over $1M.

Recruited to develop new case management model, workload tracking system and metrics for newly awarded contracts. • Developed standardized processes and guidelines for two new contracts - CBP & ICE.• Developed the case ownership management model to ensure a high-quality background investigation - highly successful model earning incentives for 95% of casework.• Created software applications to track scheduling, work assignment, production, metrics.• Increased efficiency by creating a software application to automate letter and label generation, utilized as prototype for development into Case Management System.

• Analysis and dashboard preparation for budget planning, manpower models, process improvement, productivity deck initiatives and goal to performance measurement.• Created materials and presentations for Program Management Reviews, Request for Proposals, budget planning, strategy sessions and internal performance reviews.• Special project supporting Corporate Marketing team in brand development, trade show planning, employee engagement and video creation.• Management of the presenters/presentations and details of two leadership conferences for over 300 attendees in FL and AZ.

● Evaluate quality and completion of reports of investigation for customer adjudication. ● Provide guidance to field investigators regarding concerns, procedures and issues raised during the investigation. ● Special project opportunity, developed a production management database for leadership.