Patrick Mckeown Email & Phone Number

Indianapolis, Indiana, Us

Handpicked to join the National Operations Command Center (NOCC) within the Enterprise Performance Office (EPO) tasked with leading enterprise-wide initiatives to deliver efficiency savings and performance improvements.➢Leading the development of an advanced business intelligence platform to identify emerging operational issues, providing timely and actionable insights.➢Leveraged statistical controls, machine learning, and predictive analytics to enhance claims handling, provider network management, and contact center operations.➢Partnered with Issue Resolution and Process Improvement teams to eliminate fragmentation and resolve issues before impacting member or provider experience.➢Champion enterprise-wide continuous improvement initiatives supporting action plans and resolution efforts.➢Identified key performance indicators and implemented monitoring systems to track and improve operational performance across multiple business lines and operational areas.➢Provided executive leadership with comprehensive reports and dashboards to facilitate informed decision-making and strategic planning.➢Promoting a culture of innovation and excellence, encouraging cross-functional collaboration while challenging conventional thinking to explore new ideas and push boundaries.

Indianapolis, Indiana, Us

Ran the post-call survey VoC program and provide insights to support continuous improvement initiatives. Partner with customer service leaders to determine opportunities for improvement, enhancing member experience.➢ Promoted to Executive Advisor in 2021 for delivering insights that steered strategy formulation and bolstered execution excellence within the Medicare and Medicaid domains.➢ Set up a new gold standard to track performance and implemented improvements in first call resolution and internal processes to reduce the need for customer calls, resulting in saving 150K inbound customer service calls.➢ Recognized with 15 Elevance Health IMPACT Awards for surpassing expectations and delivering exceptional results that went beyond the norm.➢ Championed the groundbreaking application of consumer insights to drive improvements in employee learning, performance management, and enterprise-wide business processes.➢ Enabled a culture of performance improvement by implementing measurement, reporting, and communication strategies across diverse business lines and functions.➢ Managed vendor relationships to uphold program efficiency, overseeing on-time and on-budget execution of IT changes for optimal operational performance.➢ Guided operations directors and managers on leveraging data for coaching, introducing a new perspective that emphasizes reducing performance variation across reps for a more consistent customer experience.

Chevy Chase, Md, Us

Promoted to a dual leadership position, overseeing enterprise-wide business improvement initiatives and Lean Six Sigma projects to drive operational excellence. Steered a portfolio of process improvement and online self-service enhancement projects, thus improving customer experience and increasing operating efficiency. Organized and led training sessions for enhancing the skills of green belt project leaders. Contributed to the broader division's emphasis on process improvement and enterprise-wide initiatives, collaborating with teams dedicated to Sales, Customer Service, Claims, and other key areas.➢ Steered 8 Enterprise-level corporate projects, enhancing paperless billing, refining online FAQ content, and executing online automation to reduce up to 130K calls annually and cut annual costs by $2.5M.➢ Taught Six Sigma methods to yellow belts across the country, mentoring green belts to grow as project leaders.➢ Recognized for keeping leadership stakeholders informed, elevating the division's prominence.➢ Directed a team of customer service managers and directors to identify and implement system enhancements, cooperating with IT and coordinating training and communication efforts with learning and development.➢ Pioneered the application of IDOV Six Sigma Methodology, achieving a significant reduction in project delivery time from the conventional 12-18 months to just 6 months.

Chevy Chase, Md, Us

Delivered process improvement project resulting in increased first year customer retention ($7M+ value). Received the highest internal recognition, GEICO Corporate Quality Award (2010) for automating customer driven policy changes.

Chevy Chase, Md, Us

Expanded the team from 12 to 28 in 14 months. Led the team to consistently achieve top-quartile performance through mentorship and coaching.

Chevy Chase, Md, Us

Improved email campaigns resulting in increased sales, enrollments, and engagement.

Chevy Chase, Md, Us

Received 8 awards for consistent top performance in the rotation program.

Ms, Business Analytics

Bba, Economics