Michael Brown Email & Phone Number

Summerville, Sc, Us

Charleston, South Carolina, United States

As an Independent Consultant for Navy Federal Credit Union, I design customizable product operating models that align organizational objectives with agile methodologies to enhance efficiency and adaptability. Through detailed observations of team practices, I identify process gaps and develop targeted training and remediation plans to address challenges and foster continuous improvement. I facilitate cross-functional partnerships to unify and streamline transformation initiatives, ensuring cohesive execution and alignment across organizational units.* Strengthened strategic value of product management through executive training materials, overviews, and sessions.* Advanced product management practices within Identity and Access Management and CyberSecurity Technology.* Elevated team competencies by providing training and resources for coaches focused on core product management principles.

Charleston, South Carolina, United States

At GEICO, I served as an Enterprise Transformation Coach and Manager, driving innovation in product management and Agile/Kanban delivery coaching. I established a dedicated coaching organization to enhance product management practices, developing and implementing a robust product operating model to help leaders define services and align strategy with operations. By designing and facilitating tailored workshops, I guided teams through portfolio discovery activities, value metric definitions, and prioritization best practices. I provided coaching to product management teams, advancing their maturity in scalable Agile practices to align efforts with organizational objectives. I built and managed a high-performing coaching team, introducing structured 30/60/90-day onboarding plans to streamline role integration. Additionally, I standardized governance processes by creating artifacts, defining cadences, and synchronizing events to strengthen product management best practices.* Increased training efficiency by developing reusable, configurable Product Management and Agile training content tailored to enterprise needs.* Achieved a 90% pass rate in Agile certification training; contributed to workforce upskilling and Agile expertise across departments.* Advanced team and technical agility by coaching cross-functional teams in Agile, Lean, and Product Management practices; drove significant improvements in business agility and quality.

Richmond, Virginia, United States

At Anthem Inc., as Senior Product Manager, Product Lead, and Business Relationship Manager from 2021 to 2022, I optimized provider and member support through strategic management of Pega CRM products, including customer and provider service desktop applications. By delivering seamless omnichannel experiences, I improved service efficiency. I supported Product Owners by onboarding, coaching, and upskilling to enhance team capabilities and achieve high retention rates. Leveraging SAFe methodologies, I guided product and engineering teams to align execution with strategic objectives. I defined vision, scope, and strategies for a variety of projects, ensuring successful end-to-end execution. By creating detailed product roadmaps and prioritizing features using weighted criteria, I maximized efficiency and ensured timely, high-quality outcomes.* Facilitated SWAT meetings as the primary point of contact to manage high-impact situations and resolutions.* Boosted associate benefits experience using natural language processing to streamline information accessibility.* Enhanced customer service experience in provider relationship management by championing Agile culture transformation.* Improved customer service efficiency by developing guided workflows, reducing average call handle-times across the enterprise.* Increased customer satisfaction by tracking key metrics, conducting audits, and optimizing service delivery based on data insights.

Richmond, Virginia Area

As Senior Product Owner at Anthem Inc. from 2018 to 2020, I facilitated discovery and elaboration sessions with business teams to create tailored solutions and establish clear success metrics. Acting as Product Owner for the Anthem Health Guide, I collaborated with application teams to refine and enhance product offerings. I integrated AI, clinical data, claims data, and member interaction histories into a comprehensive software suite, fostering improved member experiences. By designing a robust trigger engine to process diverse data elements, I enabled seamless connections between members and relevant clinical providers or resources. Through advanced data mining techniques, I optimized proactive health management by identifying and notifying members about applicable health programs, driving engagement and outcomes.* Scaled operations across five Scrum teams; optimized project delivery and aligned multiple products focuses with organizational goals.* Improved customer service workflows and first call resolution rates; enhancing member experience in digital and telehealth platforms.* Achieved cost savings / increased engagement by integrating AI-driven recommendations for benefit usage and cost-effective prescriptions.

Richmond, Virginia Area

As Product Owner/Business Analyst II at Anthem Inc. from 2015 to 2018, I conducted root cause analyses to optimize recovery processes, documenting enhanced workflows and establishing cohesive policies. Leveraging business analytics and process evaluations, I ensured the accurate validation of overpayments, improving financial accuracy and efficiency. I developed comprehensive Business Requirement Documentation (BRD) to provide clear project direction and collaborated with stakeholders to coordinate User Acceptance Testing (UAT), ensuring solutions met user needs and operational goals.* Generated $12M in recovered costs by translating business needs into targeted recovery queries.* Increased process efficiency and accuracy through root cause analysis and standardized documentation.* Improved policy compliance and validation accuracy by implementing structured process analyses and developing actionable BRD.

Richmond, Virginia Area

As Performance Quality Analyst II at Anthem Inc. from 2014 to 2015, I led a team of auditors on complex projects, providing guidance as a Six Sigma advisor to management to drive improvements in operational efficiency and quality. I identified key training gaps and developed targeted training programs within a cross-functional environment, ensuring staff were equipped with the necessary skills to meet performance standards and enhance overall team effectiveness.* Enhanced auditing efficiency with the introduction of a customized 835/ERA audit software application.* Improved audit accuracy and risk assessment capabilities by developing a robust Vendor Audit program tool.* Elevated team performance by providing training, addressing skill gaps, and fostering a collaborative cross-functional environment.

Richmond, Virginia Area

Provide technical direction, guidance and resources to claims and customer service associates on a day to day basis. Served as a first line resource for operation associates for workflow and technical related processes. Provide operational training in a one on one and classroom setting. Proactively identify opportunities for improvement in training and processes. Research, identify gaps, develop, and implement related best practices. Identify and develop plans to improve performance to be incorporated department wide. Assist associates by answering day-to-day business/technical questions. Encourage a teamwork environment. Monitor inventory to ensure workflow remains uninterrupted. Handle complex case research and resolution. Review, interpret and maintain records of service level, quality, accuracy, and productivity. Monitor operations for training opportunities and develop documents, materials, and curriculums to meet those needs. Review department policy and procedure manuals for accuracy. Work with training department to ensure procedures and policies are accurate and complete. Obtain and track all system security for VA National Accounts and Exchanges Operations. Created and maintained the VA Provider Service National and Exchanges CSR SharePoint Sites. Participate in Requirements gathering sessions, pre/post implementation testing. Assisted with various aspects of systems migration projects. Create, edit, publish and distribute the VA National Accounts and Exchanges Newsletters.

Richmond, Virginia Area

Customer Service- Answer telephone inquiries for call center for both members and providers. Consistently provide a professional and comfortable experience for members and providers. Excelled in National Accounts teams. Extensive knowledge in Consumer Driven Health Products in both Local and National environments. Send written responses to email and paper correspondence. Knowledge of the NASCO Processing platform. Able to write detailed procedural documents. Excel in instructional environments. Research, develop and release NASCO VA National Accounts Workflow Documents. Research, develop and distribute NASCO Excel Documents for training purposes. Assists in coordinating all team-building activities. Displayed exceptional research and customer service skills. Accurately process and adjudicate medical and hospital claims based on specific policy information. Collaborate with NASCO Trainers to identify future training opportunities. Attend Client meetings and represent the customer service team in a proficient manner. Lead Team Huddles and deliver important updates. Team Lead and first point of contact for associate whom are less knowledgeable. Act as designated account specialist for highly sensitive national employer groups.

Richmond, Virginia Area

Answer inbound telephone inquiries from Medicare beneficiaries with a wide variety of questions including claims, appeals and general coverage information. Provide answers and/or resolve customer issues in a time efficient, professional and courteous manner. Work on a team to reach goals and expectations of beneficiaries and Centers for Medicare and Medicaid Services. File beneficiary, pharmacy and plan complaints for review and resolution.