Michelle Wells Email and Phone Number

*Manage and share performance metrics accountability for processes within the provider contract load and directories areas at Humana. *Re-engineer and re-design processes from inception to implementation/control.*Lead a team of Process professionals dedicated to the design and implementation of cost savings for Humana*Design, document and operationalize new processes*Identify gaps and improve existing processes*Govern process execution*Accountable for business case realization and Federal/State regulation and company compliance*Perform root cause analysis as issues arise*Lead and management large scale implementations*Responsible for the process design and people change management of a new workflow system by automating work that a user previously data entered that is showing an overall 60% efficiency gain built on Pega technology (BPM: Business Process Management technology). Impacted over 10k users.*Developed quality focused program for operational teams to increase accuracy of claims payment and directories

*Manage and share performance metrics accountability for processes within the provider contract load and directories areas at Humana. *Re-engineer and re-design processes from inception to implementation/control.*Lead a team of Process professionals dedicated to the design and implementation of cost savings for Humana*Govern process execution*Accountable for business case realization and Federal/State regulation and company compliance*Lead and manage large scale implementations*Responsible for the process design and people change management of a new workflow system by automating work that a user previously data entered that is showing an overall 60% efficiency gain built on Pega technology (BPM: Business Process Management technology). Impacted over 10k users.*Developed quality focused program for operational teams to increase accuracy of claims payment and directories *Responsible for the process design and people change management of cutting edge technology that takes in provider data, governs the data, and auto loads into our core systems.

• Re-design of training materials and resource manual for customized computer system• Developed, implemented and managed innovated revenue generating program• Traveled to unprofitable branch offices to evaluate, problem solve and implement plans with strategic and tactical targets• Developed and taught recruitment/retention plan, formatted for less creative offices• Developed Branch/Regional Manager on-boarding training program to include financial, computer system, motivation and time management• Trained all new Branch/Regional Managers• “Adopted” troubled branches until they showed a positive growth trend• Led Louisville branch in 2002 for a period of 4 months while manager search was conducted

• Assisted owner open and grow mortgage business to $500,000 in revenue in one year• Trained and managed 16 loan officers (independent contractors) and 3 processors• Handled all licensing, account set-up, A/R, A/P and accounting for business• Responsible for obtaining new lead sources within real estate and banking industries

Managed operations for East USA in healthcare staffing.• Led 31 branch offices/satellites (East USA) with 20 direct reports• Annualized revenue of ≈$58 mil• Trained and implemented budgeting process to all direct reports• Helped identify new target markets through detailed market analysis• Developed and implemented several new programs to increase revenue and decrease costs• Participated in development and led implementation of health care professionals recruitment and retention plans for area• Over-achieved budget on revenue and branch contribution (profit) lines each year• Invited to attend Pinnacle Gold (company wide profitability incentive) 1998-2001• Opened several offices across East USA• Led East team through acquisition of Gentiva (staffing division)• Held annual meetings for entire division to team build and train on new product lines, sales techniques and target identification• Used creative incentives for internal staff to learn about self initiative and team leadership to enhance branch growth and knowledge