Patrick Diver Email & Phone Number

Boston, Ma, Us

Massachusetts, United States

Greater Boston Area

 Business owner for all premium, billing, and dental operations. Business owner for all financial transactions. Manage onshore and offshore back office billing, dental operations, and support teams. Manage Small Group Dental operations and call center team. Manage Dental Enrollment and Change Team. Business owner for the daily and monthly bank reconciliation. Responsible for state and external audits. Lead process improvement enhancements (payment portal, reimbursement, bill design, Salesforce implementation) Business owner for EDI 820 files to carriers. SLA owner for all contracted financials. Project leader for premium and enrollment projects. Client Relationship Manager and primary point of contact for the Massachusetts Health Connector. Vendor Manager for our outsourced processes. Business Leader for the Incident Management process.

Boston, Massachusetts

 Responsible for providing leadership and oversight of controls for the institutional/tpa operations, ensuring compliance with the administrative service agreements. Set priorities to achieve business objectives and to ensure deliverables are in alignment with contractual obligations. Monitor and manage capacity planning, reporting, and information governance. Business owner for business continuity planning. Manage client relationships and conduct client site visits. Responsible for managing and escalating emerging issues to ensure contractual agreements are met. Provide leadership to internal control teams.

 Managed a staff of 20 plus direct reports in the Premium Administration and Group Portability and Conversion teams. Business owner for the collection of $2.5 billion in annual premium. Project Manager on all premium/billing implementation and conversion initiatives.  Subject Matter Expert (SME) for all group product, administration system, and reporting initiatives for Premium Administration. Led process improvement lean/six sigma projects for Premium Administration. Created and implemented the new employee training program. Identified training needs to continually develop team members to increase the department’s functional matrix. Reviewed and responded to all escalated, complex, and sensitive Premium issues. Delivered business results by managing employees in a way that effectively assists them to achieve their performance goals. Business owner for all Premium Administration audits.  Promoted teamwork and collaboration between all business units

 Managed a staff of 14 direct reports who are responsible for the processing, QC, claim packages, follow up letters, and NIGO call outs on all Sun Life and Keyport Annuity Claims.  Consistently exceeded budget goals. Implemented and designed the department’s process improvement program designed to foster service empowerment and a customer focus culture. Exceeded all service standards established for both the Sun Life and Keyport Claim teams. Demonstrated a strong ability to lead and develop others. Promoted cross training between both departments as well as between the processing and QC functions. Increased the overall functional matrix of the department. Business owner for weekly Claimbuilder Prioritization/ Working Session Meetings. Responsible for the BCP and SIU plans for Claims. Manage the Unclaimed/Abandoned property project for Claims. Developed policies and procedures. Identified system enhancements required to replace interim manual processes put into place to complete the clean up phase of the project. Subject matter expert in all product initiatives for Claims. Managed all compliance and regulatory matters for Claims.