Melissa Bryson Email & Phone Number

Orange County, California Area

Cerritos, Ca

Long Beach, Ca

•Served in an interim position following a three-year secondment in Melbourne, Australia. •Supported a project to identify business requirements for a new customer relationship management tool (CRM) to accurately capture the impact and effectiveness of health coaching interactions. Project requirements designed to support continuity of care and program outcome reporting for clients.

Bupa Health Dialog

•Served a three-year secondment to launch health coaching and population health management services in Australia for Bupa Health Dialog. Successfully managed the adaption and enhancement of services to meet local healthcare needs. •Provided direct leadership, oversight, and guidance to an integrated team, including Program/Campaign management, Health Care Analytics, Health Coaching Contact Center Operations and Clinical Services. •Served as the key point of contact for clients providing insight based on population data and analysis to set annual strategic plans. •Developed and managed the client support model including, the design, development and implementation of healthcare programs to meet client needs and outcome objectives. Programs developed included wellness, chronic disease management, care coordination and population health management services for clients such as Bupa Australia, the Department of Veteran Affairs and the New South Wales Health Department.•Served as the operational lead across all clients responsible for ensuring processes performed consistently and predictably. Established metrics and operational plans for clients to effectively assess overall performance relative to key performance indicators (KPIs).

Denver, Colorado

•Direct oversight for the clinical and operational delivery of health coaching services to Health Dialog clients. •Successfully recruited, trained, and led a team of 100+ healthcare employees to deliver telephonic health coaching services. •Led and coordinated contact center daily functions through center management and collaboration with inter-departmental teams. Functions included ensuring optimal staffing and scheduling, capacity planning, client service compliance, and maintenance of customer relationships. •Collaborated on the development and execution of system-wide solutions that improved service delivery to Health Dialog clients and their members including, quality evaluation and workforce management systems. •Operations consultant for Health Dialog Global services. Successfully consulted with the French National Government to establish Health Coaching contact centers in Albi and Nice, France.