Merrill O'Ryan, Mha Email & Phone Number

Los Angeles, California, United States

Primary SME for WINFertility and other revenue-producing clinical vendors in Commercial, Medicare and Medicaid marketspaces. Ensured vendors met contractual obligations and maintained high-quality standards by meeting Performance Guarantees (PGs). Addressed any performance or operational issues through root cause analysis and corrective action plans (CAPs). Collaborated with key internal stakeholders to align vendor activities with organization's strategic growth goals. • Partnered with key internal stakeholders to assess, implement, and manage clinical vendor programs, ensuring operational efficiency, improving member and provider satisfaction, and monitoring vendor compliance.• Led led cross-functional workgroups during project implementation efforts, acting as liaison between IT and Operations SMEs, targeting operational efficiency improvements, increasing member / provider satisfaction and ensuring vendor compliance with state / federal mandates.• Performed research, determining root cause of issues affecting members or providers and monitored logging, resolution, and closure of associated corrective actions.• WINFertility program membership growth of 6M members from 2020-2023 (total 32M).• WINFertility member program satisfaction increased from 86.3% to 90.2% in 2018-2021

Served as lead, or provided support for, multiple large-scale project efforts in an Agile development environment, successfully managing and prioritizing competing deliverables. Owned full Product Development Lifecycle: Ideation; Analysis; Financial Modeling; Requirements Documentation (BRD); Development; Implementation; Test Plans; Launch; Maintenance.• Owned end-to-end development of Anthem Balanced Funding (ASO-type product for 51-99 Group Market). The product's success, stability, and competitive pricing continues to drive revenue growth.• Conceived, executed, and evaluated an International Medical Travel pilot program as a Proof of Concept (POC), leading to strategic recommendation to senior leadership against its continuation as a sustainable long-term product based on comprehensive results analysis.• Supported sales and retention efforts by training Sales teams on new products and actively engaged in client calls with Sales and Account Executives, resulting in better client understanding, enhanced account satisfaction, and increased market traction for new products.

· Supervised front desk staff for 1544 guest rooms; average daily arrivals of 500-900 guests during peak periods.· Acting Hotel Manager when working Night Audit shifts; responsible for resolving all guest complaints, overseeing hotel safety and security, and closing out hotel accounts for the new day.

· Hired to design new customer service department for start-up pharmaceutical distribution company.· Developed Standard Operating Procedures (SOPs), department job descriptions and policies, training materials, sales and billing support tools, customer inquiry tracking system and customer satisfaction survey.· Responsible for department hiring, training, initial QA audits and performance reviews.

Supervised shifts of 40 to 50 employees. Accountable for daily cash revenues of $200K to $300K; total cash oversight averaging $1,000,000 per shift.

Accountable for developing and executing a comprehensive national strategy aimed at enhancing customer satisfaction with the BlueCard program. Managed direct-report staff and project teams comprising of 15-20 members. Responsibilities extended to the strategic oversight of a divisional budget totaling $1.2 million and a professional services budget amounting to $800,000.• Managed the annual $700K BlueCard National Customer Satisfaction Survey (12K completed surveys), including RFP and contract process for vendor selection; budget responsibility; approval of final reports; presentation of findings to executives and in numerous national meetings and conferences.• Customer satisfaction increased 8% from 1999 - 2001.

Mha, Health Care Administration

Ba, Psychology & English