Responsible for multiple programs at LifeShare, programs focused on delivering person centered solutions for individuals with intellectual and developmental disabilities, behavioral health conditions, traumatic brain injuries, autism and other complex needs in managed care markets. These intensive programs not only assist the member in their personal situations, but they are a positive benefit to the health plans as well, delivering proven results of up to a 49% decrease in a patient’s health care costs. First month at company identified over $250K of lost production hours, gaps in current contracts which resulted in additional revenue gains, restructured programs to ensure HIPAA compliance, and implemented metrics/goals for all teams. Implemented audit program for both the 24/7 Crisis Line, as well as the mobile clinician team in the field. Participated in successful upsell of programs to additional health plans. Successfully transitioned manual program processes to systematic company platform, resulting in permanent documentation of production, improved reporting, and employee metric accountability.

Responsible for multiple PBM (Pharmacy Benefit Manager) call center teams, to include 500+ internal employees across several states, and additional 400+ external vendor employees across several states, as well as offshore. Functions include management of call center groups, managing client performance guarantees, client reporting, working with sales and account management on new and existing client visits, client audits, and management of all vendor teams. First year at company, realigned business processes to net $650K annual savings. Second year, led a project around reducing cost to serve, focused primarily on call handling performance, resulting in $4.7M in annual savings. In addition, for the year, headed project to build 300 seat offshore call center, with our vendor, in Cebu, in an effort to reduce cost per call. Most recently, completed project to build out Orlando site, to add additional 250 seats, due to growing business need.