● Managed six PR specialists to resolve provider problems and inquiries● Wrote educational materials for providers ● Worked interdepartmentally to develop new processes for more efficient provider communication.

Educated and resolved complex issues for six regional VA Medical Centers. ● Managed customer relationships with six VA hospitals in the Midwest● Resolved up to 25 problems per day from VA centers and implement solutions● Designated liaison to Senators Heitkamp and Hoeven to resolve problems ● Awarded (top tier) bonus for exemplary work● Resolved multiple service issues daily using multiple databases● Educated healthcare providers on program policies, resulting in successful claims payment ● Developed tracking templates which enabled better issue resolution with VA ● Frequently recognized for quick response and issue follow-through.● Contributes to team success by mentoring new colleagues and sharing new techniques

Built profitable provider network and educated providers to successfully administer the Veteran’s care program in four states. ● Built provider network 51%: from 1,835 to 2,750 providers in 3 years ● Earned Humana Veterans Star Award for outstanding development ● Contracted 35 optometric offices over goal of 15, resulting in significant financial gains● Improved openly hostile relationships with VA staff and built their trust by continuous attention to and resolution of the problems ● Excelled in cold-calling contracting, with closing rate of 75%● Created marketing / educational materials subsequently adopted by colleagues nationally. ● Targeted and contracted with profitable specialties, offsetting losses in southern region

Investigated ways to build customer loyalty and improve their blood banking skills via frequent on-site meetings and increased educational opportunities.● Took initiative to create training manual for customer relationship management software SalesLogix● Taught customer relationship management system to 50+ staff at five national blood centers● Increased hospital satisfaction ratings each year by fulfilling hospital requests for CEUs, increased teleconferences, DVD-based electronic educational materials and on-site meetings● Accomplishments and input led to creation of regional positions to serve all regions● Saved company over $50,000 per year, ~$400 per product by implementing new process ● Identified problem with blood shipments and led company-wide project to update out-dated packing instructions for all 550 nation-wide hospitals ● Surpassed hospital visit expectations by visiting all 60 affiliated hospitals in 5 months ● Reduced mailing costs by moving to electronic communications

Directed the marketing, training and implementation of a BCBSND written software program into provider offices which enabled them to verify patient insurance data. Performed quality assurance testing and partnered with IT to verify data accuracy and reliability. ● Wrote and executed marketing plan● Wrote training manual, marketing materials and ● Facilitated software installations in the 7 largest healthcare facilities within 2 years of launch ● Trained over 100 provider staff throughout North Dakota● Presented the software at the Governor's Conference on Technology ● Trained provider offices on Medicare claim submission instructions in ND, SD and WY