Lead Annual Medical Record Project of the Healthcare Effectiveness Data andInformation Set (HEDIS). Participates in the implementation and/or expansion ofstrategic programs and department initiatives. Responsible for retrieval, abstraction and overall success of collecting thousands ofmedical records in a ten weeks period to meet State and Federal regulations. Create and deliver program information and reports to internal and externalstakeholders. Guides 4 program staff members in successful implement and manage the MedicalRecord Project Activities. Assuring deadlines are being met on time.

Assisted on the transition of the Member Support (MS) into the Underwriting Department (UW) while maintaining, directing and managing a project portfolio and Continuous Improvement Programs for MS and UW.• Provided detailed monthly analysis of the MS departmental reports, regarding MS performance, QA and production to MS AVP and senior management. Provided ad-hoc reports to aid AVP on decision- making during the MS integration period.• Managed day-to-day continuous improvement operations for the established programs. Assigned and supervised work load for three direct reports.• Assisted as on-site manager managing, monitoring and mentoring the performance of nine MS staff members in Napa office. Supported MS Napa team on any situations arising from customers’ requests, system needs or coverage questions.• Maintained a portfolio of 15 to 20 MS/UW projects that included project development, implementation and post- launch activities, such as, communicating objectives and impact of the project to stakeholders and other departments, directing training initiatives and monitoring success of the project after launching. Completed special projects through effective use of project planning skills, as well as, collaboration with multiple departmental stakeholders to achieve the projects’ goals.

Collaborated with other department heads to maximize Insurance Operations services for internal and external customers. Facilitated process improvements and training solutions based on department and company culture.• Proactively identified and solved complex problems that impacted operations management inside and outside of the Insurance Operation department. Created a culture of service by providing resources and support to departments that were looking to implement projects outside of the IT umbrella. • Maintained a portfolio of 15 to 20 Insurance Operations projects that included project development, implementation and post- launch activities. Provided same activities as mentioned on the MS/UW portfolio management above. • Recommended changes to existing processes to increase efficiency while maintaining the best imaginable service. Supported the open communication policy between departments by setting realistic expectations and embracing ownership when projects were deployed. Offered solutions to internal customers, focusing on best solution for the objectives of the project. Facilitated building interdepartmental agreements to oversee operations between departments. When necessary, provided recommendations to update MS service level agreements to meet projects objectives.

Built a culture of collaboration and growth through a simple principle of lessons learned and open relations between peers, management and direct reports. Created process improvements and training solutions for the Insurance Operations/ MS Team based on departmental goals and standards.• Cultivated open and professional relationships with team members, direct reports and senior management through clear, define and obtainable expectations and goals.• Developed and implemented policies, procedures and process improvement initiatives to improve productivity and efficiency for the Insurance Operations/ MS Team. These initiatives positively impacted the performance of the Insurance Operations Department.• Created, monitored and managed Continuous Improvement programs for the MS Team. Created effective training course objectives, course content and training materials. Created quality assurance guidelines for the MS team, which focused on the company and departmental goals. Analyzed employees' skill levels and implemented new techniques that would boost their technical and operational knowledge. • Mentored team members to succeed and advance within the department and company. Successfully managed the activities of seven to ten team members in multiple locations.• Collaborated with MS Sr. Director on managing, monitoring and mentoring the performance of MS25 staff members. Supported the hiring and training of qualifying new member support staff. Delivered training programs to a diverse audience in multiple locations using the company video-conference software.• Analyzed improvements by reviewing data and process on tasks handled by the MS team. Created monthly production and quality assurance dashboards that provided senior management with an additional tool to improve performance and allocated resources.

Created a customer service unit capable of handling various incoming customers’ request, in addition to processing policy changes for the UW team.• Directed a team of 14 customer service professionals assisting a variety of customers’ requests. Managed department schedules to maximize coverage during peak hours. Trained staff on operating procedures and company services.• Participated as a liaison between UW and the IT department for the development, testing and implementation of the internal operational software (Nova).• Responsible for reporting TDC policy holders to Patient Compensation Funds.• Led training classes to acquired companies.