Melissa Alexander Email and Phone Number

Executive professional expertly skilled in operations, customer service, and compliance providing a unique blended insight for optimal outcomes. An agile performance driven professional, I am recognized for developing and implementing creative solutions to complex business challenges. I have led teams of 600+ in delivering administration of state and federal regulations, Medicaid, Medicare and commercial procedures, as well as managing quality processes. Successfully managed HITRUST r2 certification audits with zero residual corrective action plans. By blending problem solving and communication skills with strategic thinking, keen intellect and business savvy I deliver results in key areas. Organizational Leadership - Appointed site lead overseeing crisis management, logistics and site morale for 1500+ employees; led teams to achieve stretch targets delivering measurable and sustainable outcomes.Process Improvement – Removed bottlenecks in process flows, reducing process time and contributing to increase in provider satisfaction. Standardized executive-customer communications to expedite responses; utilized robotics to automate communication.Compliance - Successfully designed and implemented the framework of an effective compliance program as defined by CMS. Operational Excellence – Identified top processing/customer pain points utilizing data analytics; Maintained appeals regulatory compliance within budget for 15 consecutive years. Change Management – Designed and led stand-up of specialized provider services segregating from the general service operations and increasing provider survey results.Innovative Solutioning – Created software to manage inventory, monitor performance, improve workload distribution and reporting; Automated mail triage system to eliminate offshore manual processing saving millions of dollars.Customer Experience – Appointed to design and implement customer obsessed culture for Fortune 50 company increasing NPS by seven points; Created industry’s first social media channels to respond “in kind” to customers.Front-Line Production | Audit and Compliance | Quality | Data-driven Analytics | Process Improvement | M&A | Medicare and Medicaid | Team Development & Leadership | Certified Compliance Professional