Mike Bickham Email & Phone Number

Hurst, Tx, Us

Dallas-Fort Worth Metroplex

Manages Retail and Treasury Management payment solutions including the Bookkeeping, Credit/Debit Card programs and Wire processing teams.

Plano, Texas

• Managed the Client Services/Account Management team servicing ~50 Covered Entity hospital relationships and their 340B Contract Pharmacy program as a Third Party Administrator (TPA).• Managed staff and served as a single point of contact and escalation for all client-facing matters, including:o Owned end-to-end resolution for all issues, inquiries, requests. Worked with multiple cross-functional teams (Implementation, Operations, and Sales, Technology) to ensure exceptional service meets or exceeds the client’s needs with successful resolution.o Conducted periodic business reviews with clients to present program performance, opportunities for program enhancements/improvement, discuss key topics influencing the 340B market or the specific client’s account.o Drove 340B program optimization opportunities and a proactive approach to client engagement.o Supported client audits either onsite on remotely.o Gathered client feedback to identify process improvement and service enhancements and work cross functionally to provide solutions.o Maintained an overall client relationship health tracking system to log all key records of client interactions, complaints, comments, actions taken, etc.• Supported and helped lead organizational strategic direction through a diverse set of initiatives including: consolidation and integration of system platforms, prioritizing and implementing new product enhancements, supporting expansion through new account implementations, Sales, contract pharmacy relations, analytics and reporting, 340B qualification and replenishment. • Experience in Microsoft Office as well as JIRA, Smartsheets, GoTo Meeting, RingCentral.

Hoffman Estates, Il

- Appointed in 2011. Elected in 2013 and re-elected in 2017.- Served 3-consecutive terms as Board President with previous service as Board Vice-President, Treasurer, and Chairman of the Administrative & Finance and Recreation committees.- Attained Illinois Association of Park District (IAPD) Master Board member status in 2015.

Deerfield, Il

- Managed and mentored staff of 340B Analysts workflow to ensure that client, internal and external relationships and deliverables are being maintained satisfactorily.- Set and reviewed priority for system development. Worked with senior leaders, 340B Analysts and others to determine project requirements, testing, and implementation.- Managed resolution of production operational ticket issues, leveraging 340B Operational Analysts as project team leads, as appropriate. Ensured that exception handling processes are functioning and capable of timely issues resolution.- Managed post-implementation maintenance of 340B program set-up and processing.- Managed relationships between clients, PBMs, wholesalers, Sales, and other Walgreens’ teams to investigate and resolve escalated issues.- Designed, implemented, monitored, and reviewed operational workflows for HRSA governmental compliance, data accuracy, and overall efficiency.- Participated in the development and presentation of programs to prevent/decrease inventory and receivables losses.- Collaborated with stakeholders to educate them on new system capabilities and to ensure that product offerings for sale are operationally sound.

Deerfield, Il

- Managed the Accounting Shared Services contract relationship between Walgreen Co. and its Service Provider (Genpact) for all compliance and Service Level (SLA) performance deliverables.- Conducted regular review meetings with 5 Business Units (BUs), compiling presentation decks that include BU dashboard performance, volume trending, action items, and overall SLA performance.- Provided insight and industry best practices information and recommendations to the Accounts Receivable, Accounts Payable, and General Accounting groups while also identifying SLA and volume analysis trends.- Administered and managed the customer satisfaction survey for all 8000+ Walgreen stores, pharmacies, and multiple Business Unit groups (the 2012 survey was developed in-house, realizing nearly $100K in savings and led to CFO Leadership Award for Stewardship in 2013).

- Managed staff of AVP and Officers providing client service, operations, and call center delivery and service level support to nearly 200 Treasury commercial and public sector clients utilizing JP Morgan Chase electronic receivables products and services. Annual transaction volumes >20 MM, Revenues between $50-$75MM.- Facilitated and led regular business review calls, compiling Key Performance Indicators (KPIs), Issues Logs, Operational/call center Service Level Agreement (SLA) metrics, and Incident Root Cause Analysis (RCA) for top revenue and volume clients (Ally/GMAC, State of New York, Ford Motor Co., Harley Davidson). - Managed vendor relationship for two (2) service providers adhering to stated Service level agreements, developing and regularly reviewing service level quality scorecards. Managed billing and invoicing functions and conducted calls/onsite reviews for quality performance, change requests, and implementation of ongoing improvement and optimization efforts. - Operational cost save and optimization efforts targeted with $200K realized in 2011 and $250K realized in 2010. - Provided subject matter expertise on various transaction and settlement services offered (i.e., ACH, ATM/credit/debit cards, EDI, Fedwire, SWIFT).

Greater Chicago Area

- Managed 10 Production Technicians supporting all 24 X 7 Operation functions for various Federal, State, and municipal electronic payment and exception processing services. Clients included the Dept. of Treasury, States of Michigan, New York and Ohio.- Vendor/Relationship Manager for 2 fulfillment house partners maintaining inventory levels for over 3 million in-stock items, managing billing and invoice reconcilement, conducting periodic onsite reviews/audits, and tracking established Service Level Agreements (SLA’s) to monitor performance measures.

Greater Chicago Area

- Served as New Business Relationship Manager generating $5-$10 million in average annual business revenues.- Assisted Program Manager with overall client relationship totaling $80 million in annual revenue. Generated approximately $250K in 2002 and $350K in 2003 revenue from new and existing initiatives.- Point for (a) Documenting project transition tasks for new business initiatives (user procedures manual, risk compliance/commitment matrices, signoff on project requirements), (b) Assisting in developing new product delivery channels and strategy, (c) Serving as Subject Matter Expert across all IT areas (Development, Business Analysis, QC, etc.) for legacy systems development and delivery specifications.- Presented EFTPS product and service features to >20 U.S. cities and the U.K.

Greater Chicago Area

- Originated and served as team lead for QA Testing group.- QA and User Acceptance Testing (UAT) completed for >150 projects, modifications, and internal improvement efforts for all software and hardware applications.- Developed comprehensive requirement based matrices tying test objectives and cases to business and system requirements.