Championed, led, and executed Healthfirst’s data driven customer centric transformation. Drove customer experience improvements across entire enterprise focused on measurement and performance designed to build on root cause capability and linking with upstream efforts to develop uniform approach for describing and eliminating member issues. Set enterprise strategy and execution of all purpose-driven engagement related activities, with focus on collecting and understanding customer insights to drive product, clinical, growth and experience decisions. • Developed and clearly communicated end-to-end vision for differentiated customer experience of new Medicare Signature plan from brand opportunity and customer insights, translating into product experience, and building and operationalizing new customer centric product delivering NPS of 78 and exceeding membership by 300% in first AEP, with set measurements of both qualitative and quantitative data related to product experience.• Built data driven personalized journey framework leveraging analytics and insights to meet members where they need us most, while impacting organizational KPIs around growth, engagement, retention, clinical measures, STARS, and CAHPS. • Created and aligned organization around significant change in approach to member engagement that allowed us to holistically manage whole member relationship end to end, leading to 19-point NPS increase and growing from 3.5-star plan to 4 stars.• Designed, developed, executed, and managed a new marketing technology stack strategy including but not limited to marketing data lake, CJA, CDP, CRM, CMS, and XM systems.

Led Aetna’s national DSNP nationwide expansion, implementation, strategy, and market performance to help drive profitable growth. Coordinated and supported execution of large-scale DSNP growth strategic initiatives, including service area expansion and membership growth. Owned strategy in consultation with individual states to develop overarching and market specific duals strategy, including, sales, marketing, and network. Managed development and creation of DSNP marketing and sales programs. • Guided individual market with implementation, ongoing operational performance management, and market execution.• Oversaw DSNP allocation of budget to individual markets for marketing, growth, and strategic goals.• Set strategic vision for Aetna DSNP market based off of individual market dynamics, trends, and segmentation.

Drove Aetna’s New York State Medicaid and LTSS communication, marketing, outreach, and sales strategy to ensure growth and profit.• Developed marketing and sales strategy instrumental in growing health plan to $300 million in revenue. Increased revenue by $100 million from 2015 through 2017.• Achieved highest Medicaid growth throughout the entire Aetna organization in 2015-2017. Under my leadership sales team met goal every month, and surpassed yearly sales targets for first time since inception of plan. • Created, implemented, and designed new marketing strategy and campaign designed to increase brand recognition and membership, leading to 60% increase in referrals and 20% growth in 2016 and 25% in 2017, to beat market average of 13%.• Revamped communication strategy to providers, partners, and key stake holders, positioning Aetna Medicaid in New York state as thought leader in managed care space.• Analyzed Aetna’s position in market, and realigned marketing and portion of operations to create new operating model, leading to 40% increase in referral conversion to membership rate.

Tasked to build brand awareness, increase sales, and expand community awareness for Humana’s entry into New York Medicare market. • Created AEP marketing campaign yielding top ten call volume within Humana with eligibility rate over 90 percent.• Achieved 166% increase in membership from 2013 AEP to 2014 AEP.• Grew Medicare lives from 500 to 6,000 during tenure.

Developed and executed Medicare and Medicaid marketing strategy with accountability for lead generation and member retention that led to growth of 50,000 lives.• Achieved Medicare sales goals each quarter, while increasing brand awareness and loyalty• Develop marketing and outreach campaigns to guide and assist a team of sales professionals to achieve sales, marketing, and retention goals• Engaged, built, and cultivated relationships with community organizations, elected officials (City, State, and Federal), not-for-profit institutions, and corporations• Managed 2 million dollar grassroots marketing budget

Managed Medical Mutual of Ohio’s largest accounts; teacher, public employees, and highway patrol retirement systems with over 200,000 benefit recipients.• Developed and provided communication on all prudent information effecting retirement systems• Managed concurrent projects involving various business units to administer the enrollments, communications, payments, and benefits of more than 200,000 benefit recipients• Developed policies and procedures used company wide to ensure smooth and efficient business practices• Managed and maintained strong relationships with clients and successfully managed day-to-day needs and expectations.• Coordinated special projects and report requests to enhance the overall client relationship

Paid Page for Ohio House of Representatives 128 th general assembly; worked forRepresentative W. Scott Oelslager and Minority Leader William Batchelder.