Overseeing, developing, and enhancing BCBSMA’s Risk Management program by being a trusted business partner, collaborating with risk owners, and making recommendations that inform decision-making through our engagements with enterprise-risk initiatives, IT portfolio projects, decision-making committees, and risk education programs- Facilitating Strategic Guidance, a critical decision-making committee of SVPs across Sales, Product, and Operations that reviews complex account requests, proposed solutions, and determines if approval aligns with BCBSMA’s strategy- Managing the Operations Control Risk Assessment by supporting multiple layers of the organization to document businessobjectives, identify risks that could disrupt operational processes, and enable decision making on proposed mitigation plans- Implemented the Integrated Risk Management platform on ServiceNow by creating requirements, approving data modeldesigns, and executing test cases to leverage new risk methodologies and improve our analytical efficiencies- Developing dashboards and visualizations with Excel, PowerPoint, SharePoint, and Tableau to present results and impacts ofour risk initiatives to leaders across the business- Conducting time studies, developing quarterly work plans, and planning cross trainings to manage associate capacity,prioritize work, build bench strength, and distribute work appropriately- Motivating associates, delegating work, and promoting belonging by developing team trainings and planning social events- Providing associates with an annual training curriculum to ensure they are developing the skills needed to meet the futuredemands of the organization- Operationalized Jira within the team to track progress on risk assessments and team projects to ensure timely delivery

Managed and developed a team of Risk Consultants to identify, assess, and mitigate operational, strategic, financial, technology, and compliance & regulatory risks by supporting leaders and associates at all levels of the organization- Created the Emerging Risk program and produced meaningful observations by reviewing external risk research and interviewing internal subject matter experts to track trends, understand current capabilities, and monitor early indicators- Supported the organization’s Business Planning Process by interviewing business plan liaisons and senior leaders to understand their high priority work, top risks, and plan dependencies- Partnered with Enterprise Technology and business stakeholders to support IT Portfolio Initiatives by facilitating risk assessments, delivering weekly dashboards on risk status, and presenting top risks to senior leaders- Developed and managed the Fraud, Waste, and Abuse & Privacy and Security Risk Assessments that included 400 risks across 60 business areas- Implemented the Diligent Risk Management Platform and updated workflow documentation to ensure consistency and enhance our onboarding process- Conducted lessons learned and root cause analysis for IT projects and business initiatives to identify gaps and opportunities- Oversaw our enterprise-wide risk education program to reinforce risk management fundamentals and promote risk culture

Provided real time monitoring, historical data analysis, and strategic planning, for the Member Service, Provider Service, Federal Employee Program, Provider Dental, and Medicare Markets service areas while building strong internal and external relationships - Generated tactical forecasts based on historical data and current trends to determine staffing needs and performance projections- Created and presented predictive staffing models to senior leadership to evaluate and project their resource needs- Facilitated daily check-ins and weekly performance workgroups for multiple business areas to review performance metrics and ensure each area was aware of risks that could impact the business. - Developed and distributed custom reports for leaders to ensure awareness of opportunities to improve their performance- Managed and supported projects for our service centers in a matrix environment, including the insourcing of call volume from our external partners, transitioning our associates to flexible scheduling, implementing Voluntary Time Off, migrating to new information technologies, and ensuring our workflows support First Call Resolution- Worked closely with our Call Center Technology Operations team to review requests from our Service Centers, evaluate risks, and implement changes to our Interactive Voice Response system and call routing- Evaluated requests from leaders across all service centers to determine potential impacts, make recommendations, and negotiate conflicting requests- Communicated with our outsourced call center resources to ensure they are meeting their contractual obligations and optimizing their staffing levels to meet the needs of our customers

Successfully managed and developed a team of member service associates and leaders to ensure we adapted and responded to the changing needs of our members while promoting a high-performance culture- Led a project to develop associate performance dashboards by focus testing designs and providing feedback to the developers- Partnered with IT and our documentation team to identify and implement solutions for associate resource technologies- Successfully managed multiple outbound call campaigns with aggressive deadlines, including a Welcome Call Campaign that required us to educate nearly 3000 members who had recently enrolled with one of our plans- Represented the Member Service leadership team on the Limited Network, Find a Doctor, and Customer Experience workgroups to ensure that the needs of our members, associates, and leaders were met- Assisted Sales and the Multicultural Marketing Ambassadors by coordinating a group of associates that could support them on site visits and at health fairs- Acted as the point of contact for all member service issues related to the Boston Marathon tragedy to ensure these claims process correctly and all parties involved are informed- Developed coaching and development plans for associates that were struggling to achieve their goals by identifying their specific opportunities for improvement and creating customized activities for them

Effectively supervised a team of in-house and e-working associates by monitoring real-time performance and providing support to meet the needs of our members• Improved overall team performance by consistently analyzing associate metrics and reviewing their calls to determine training and coaching opportunities• Communicated strategies and updates via email, stand ups, and team meetings to ensure the team was kept up to date• Reviewed associate emails and letters to ensure they meet our quality standards and are delivered to our members

Delivered world class service for our members by providing the tools and resources they needed to make decisions about their health care while maintaining excellent metrics, ensuring the highest level of accuracy, reducing the inventory in my team’s workbasket, and assisting with member correspondence- Successfully co-led and operationalized the Member Service Twitter account by working with Marketing, Legal, and the Member Decision Support teams- Provided leader support in the Member Service Training Lab for our new hires, floor support for our in-house associates, hotline support for our e-workers, and mentored associates to improve their metrics and quality- Worked cross-functionally with the Marketing Team to conceptualize social media strategies and plan education materials for our Hospital Choice Cost share plans

• Performed market research and conceptualized new services and strategies to offer clients• Prepared and delivered presentations for clients and the Sales Team• Managed content for multiple web publications and wrote for CapeCodToday.com• Designed HTML newsletters and developed social media strategies for clients while meeting strict deadlines

• Experimented with user interface technologies and developed interactive Flash players• Restored and digitized analog content for distribution on the web• Edited video content for internal clients at MIT