Michael Nelson Email & Phone Number

Greater Grand Rapids, Michigan Area

Deploy process improvement initiatives within delivery system environment using primarily lean-based approaches• Improved patient flow time for Betty Ford Breast Care Services, from screening through treatment

Develop line level quality systems within core operations for UHG segment companies with targeted administrative cost savings of $300M - 3 year run rate realization.  Established standard definitions and quantified downstream cost of poor quality (rework)  Identified and assessed upstream core operating metrics for comprehensiveness and quality with subsequent completion of detailed tactical roadmap  Team completed 8 successful process improvement projects in 2009 (entire team assembled late Q2 ’09)

Evolve organizational competency in the use of Lean Six Sigma approaches (Operational Excellence) to achieve targeted quantifiable value. Specific role was to lead deployment actions, including project mining and pipelines, coaching of trained staff, and direct management of large scale projects During my executive leadership of deployment (2007-2009), program consistently exceeded targets and realized benefits of over $200M per year – cost savings and revenue enhancement  Individually led numerous successful projects, including:o Introduction and deployment of Edge and Multi-Choice products for small business. Edge exceeded growth expectations with approximately 80K net members after first 2 yearso End to end framework for group specific accounts, which entailed establishment of matrix accountabilities for sequential processes and related quality assurance o Design and deployment of quality assurance plan for provider special processing instructionso Deployment model for Centers of Excellence, including approach to assessment of valueo Mitigation plan for Texas SB 51 (eligibility guidelines) implemented with effective workaround within time specifications (60 days) Led green belt courses and received highly favorable ratings as trainer from participants

Regional lead for administrative process improvement actions, including function and site consolidations across 7 southeast states. Lead executive for commercial product portfolio management activity, including new and existing offerings. Regional facilitation for consolidation of 5 claim and call centers, with 40% reduction in aggregate headcount, and stabilization of metric performance Created and deployed regional model for provider service that has since been leveraged nationally. This accounted for gaps in certain provider services that were not managed by consolidated call and claim centers. Less than 5% impact to overall headcount reduction results noted above

Accountable for core operating functions, including provider network, claims, call center, government programs, regulatory compliance Improved year over year IOI by $25M by implementing several key strategies including:o Revised broker commission scheduleo Renegotiated rates on several large provider network contractso Completed analysis and withdrew from select unprofitable markets in Medicare business Successfully managed market conduct audits with state regulators for both LA and MS

Led Medicare Risk business in Louisiana. Responsible for sales, marketing, enrollment, eligibility, compliance, and service functions Increased sales productivity by over 100% from initial baseline performance within 1 year through revised incentive and quota system Initiated a series of control processes to assure adherence to federal guidelines for product marketing