➸ Spearheaded implementation of Consumer Experience (CX) program with Qualtrics to help gauge customer satisfaction and consumer insights across all care settings in 139 hospitals and 2,600 sites of care. Executed delivery of complex consumer data ecosystem that allowed for data-driven personalization, and clinician surveying for 36,000 providers bringing the Voice of the Customer (VOC) closer to the moment, and closer to Ascension associates fueling performance and operational excellence. Aligned program with enterprise priorities and goals to fully on-board all of Ascension in a very aggressive 9-month timeframe. The environment was very complex with multiple applications and data sources across the organization.➸ Implemented “Real Time Recovery” program to capture and act upon service failures and increase visibility of root cause and actionable changes for those we serve. This enabled recovery process before a complaint is surfaced to the appropriate manager and enabled actionable follow-up / resolution. Value has been returned by reduced problem incidence, reduced patient leakage, and increased referral rates.

I initially joined Ascension as the Director of Information Technology and was promoted through two roles into my current role as the Director of Strategy and Innovation. Now, I am driving Ascension’s strategic pillars (21 workstreams on 7 pillars), national and market roadmaps, and execution of crucial programs and products, managing an annual $300M+ capital budget and leading teams of up to 6 direct reports. I collaborate with the Strategy and Innovation teams—IT, Data Science Institute, Studio (startups), and Strategy—and executive leaders to deliver top strategic initiatives and oversee KPIs and OKRs. ➸ Program-managed and launched all technology for member and provider experiences as part of Ascension Personalized Care, Ascension’s Affordable Care Act product: data interoperability, contact centers, website experience, member support, enhanced direct enrollment, premium payment, claim services, edge server, credentialing, provider portal, and utilization management.➸ Helped build the organization’s first Technology Business Office by developing demand and capacity management capabilities to help drive priority and focus on the most strategic programs supporting Ascension’s strategic pillars. This has improved IT visibility regarding current work, and enhanced the ability to roadmap and plan resources.➸ Established an operating model and governance for strategic workstreams to prioritize and execute on Ascension's strategic pillars across the enterprise, which involved deep work identifying and setting up new portfolios of work.

During my time with Centene Corporation, I acted as an internal consultant and facilitated change at the executive level, navigating the launch of new products and solutions supporting Centene’s unparalleled revenue growth from $21B to $125B. I oversaw the lifecycle of enterprise product development from idea, customer validation, MVP, pilot, launch, and roadmapping. ➸ Launched Cetene’s enterprise-wide innovation crowdsourcing platform to 70K+ employees, which improved Centene’s innovation and employee satisfaction scores.➸ Coached health plan executives and business line CEOs to strategically launch innovation programs within their market, both nationally and internationally. Established alignment based on organizational goals, business problems, and market trends.

Northwestern Medicine hired me to lead the implementation of Project One, a $300M program creating a patient-centered approach and improving the patient experience through a digital transformation to centralize all systems to 1 vendor. I led a matrixed team of 35 and administered a $40M budget. ➸ Unified clinical, administrative, and revenue cycle applications across all 7 Northwestern Medicine (NM) health systems. Guided clinicians and operating teams with differing priorities to make decisions on building an integrated academic health system where patients come first.➸ Pitched an orders improvement project to core leadership that affected all 4K practicing physicians across NM. The plan included combining all lab orders and other ambulatory surgical orders into a single catalog to provide seamless patient care across the enterprise while improving financial performance (potential for millions of dollars in savings).➸ Created seamless patient experiences and the ability for patients to move from provider to provider across the Chicagoland area with their data.➸ Managed multiple software vendors, teams of consultants, and external partners to establish priorities and execute requirements.

➸ Project-managed Smart Plan Choice (Medicaid insurance product) transition from Presence Health Partners to Family Health Network.➸ Developed a $14M Global Risk Readiness Initiative/MCCN project and led multi-departmental planning.➸ Set and tracked goals and a KPI dashboard to reflect X-matrix on product, C-suite, director, manager, and individual levels that aligned with strategic initiatives.