• Supports the Federal Employee Program Field Services Team in HCSC’s five states by performing complex research and analysis to support business operations and processes based on findings.• Collaborates with leadership to develop strategy tactics and goal tracking for monitoring performance of Field Service team.• Spearheads opportunities and innovation to advance continuous improvement within the team by providing analytical insights for strategic business planning and operational execution.• Performs business analytics and information synthesis to identify opportunities for growth and retention of Medical, Dental and Vision contracts/members.• Gathers and analyzes information on existing business data to make recommendations that improve business systems, processes and improve efficiencies.• Promotes data process improvement activities and training of Field Services team.• Drives the development, analysis, and distribution of complex reporting, working with the Development team during the design phase and supporting the release through the development lifecycle.• Assists in the design and implementation of Tableau Dashboards for targeted strategies, providing insight to leadership and internal stakeholders.• Evaluates existing Tableau Dashboards as business evolves, developing strategy and execution of enhancements for priorities and goals of Field Services Team.• Facilitates discussions with Field Service Team members to create custom Territory Overviews by developing Excel Pivot Tables, utilizing in-house reporting, market trends, and other external data.

• Performed project management for concurrent projects, including planning and implementation activities related to provider network builds and products/programs.• Created project charter, project plan, issues log, and SharePoint site for each project; facilitated weekly meetings with project teams and developed status reports to share with business leads and executive sponsors.• Assisted business owners leading cross-functional teams/workgroups with coordination of efforts/resources, issues, and conflict management resolutions.• Partnered with enterprise operational and clinical teams, project management office, information technology and business leads to provide oversight of project teams, resources, and budget.• Implemented rapid process improvements for operational areas within provider network team.• Worked with all levels of management, including executive, senior management and enterprise partners.• Served as Franklin Covey 4 Disciplines of Execution coach; coached leaders on implementing the process with their teams; executing high value priorities during the daily whirlwinds, to foster a culture of getting the most important things done.

• Developed products, programs, and services for all market segments and financial arrangements (ASO and fully insured).• Served as business lead and led implementation of new/existing products, networks, services, and programs for all market segments within organization.• Partnered and consulted with various internal areas (sales, actuary, benefit coding, information technology, etc.) to define requirements and to evaluate new and existing products, benefits, and programs.• Aided contract administration with filings of contracts to Texas Department of Insurance.• Participated in and led workgroups implementing legislative/regulatory changes impacting products, how company did business, and claims payment, including Affordable Care Act (grandfathered plans, preexisting condition exclusions, appeals process, etc.).• Maintained knowledge of state and federal regulations/laws and their impacts on products, services, members, and clients; researched and consulted with contracting and legal, as needed.• Created and developed training tools and collateral materials used to improve sales and create better understanding of products/services available to members, providers, employers and brokers.• Provided training and presentations to all levels of personnel (including internal operational areas and executive leadership).• Utilized negotiation skills with cross functional teams to create better relationships, deliver long-lasting solutions, and avoid future problems to support successful product/program implementations.

• Supervised Group Accounts Phone Unit staff; team responsibilities for answering questions and resolving benefit/account issues from sales/marketing, brokers, and client representatives• Managed and triaged escalated issues and provided direction to resolve complex issues by coordinating with internal operational areas• Developed process improvements for unit and created Desk Level Procedures and provided training• Participated in Enterprise Supervisor Committee that worked to improve the customer experience and internal processes to support membership

• Provided support to employees and management in the general areas of Human Resources: • Assisted employees with benefit elections and open enrollment activities, setup benefit elections in PeopleSoft HR system• Verified submitted paperwork to ensure compensation guidelines were followed and calculations were accurate before entering in PeopleSoft system• Prepared daily job postings based on open requisitions, recorded job line, administered required testing, and screened applications to ensure applicant met requirements• Assisted in preparation of RIF packages and assisted impacted employees with posting on open positions• Attended job fairs throughout state and facilitated application process