Position is responsible for working with Physician Offices in slowing the progression of patients with Chronic Kidney Disease. The role is specifically related to onboarding the Physician Offices and then providing exceptional service excellence. Work with Physicians relative to care gaps and interventions.

• Planned, lead, directed and coordinated leaders and team members focused on improving the customer experience.• Developed and implemented a corporate-wide business strategy and operational excellence program that encompasses employers, members, providers and employees.• Forecasted, Planned and Monitored the Divisional Budget and adjusted expenditures as needed to ensure performance to forecast.• Experienced in translating strategies into operational plans and executing operational plans.• JD Powers Customer Satisfaction Award (8 Consecutive Years)• Board Member Leadership Award Big Brothers Big Sisters of Metro Detroit• HFHS Service Excellence Leadership Award• Cost-Savings - Reduced $13 million-dollar Annual Operating budget by 10% to $11.7 million• Improved First Call Resolution by 5%• Reduced annual Phone Inquires by 20% via improved functionality of IVR & Self Service

• Planned, directed, and coordinated all activities associated with HAP’s consumer operations department, which includes, call center, grievance and appeal, enrollment and premium billing.• Identified the end-to-end customer experience, points of interaction, root cause analysis and service gaps across the organization to determine how best to deliver the ideal customer experience to maximize all corporate customer interactions from beginning to end. • Developed and Monitored Performance against Divisional Metrics• Achieve and maintain call center industry benchmark performance across all departments/geographies to support attainment of Medicare 5 STAR and J.D. Power awards.

• Planned Short/Long Term Strategies that will continuously improve the Customer Experience• Understood end to end processes that lead to established goals, which produce definitive customer experiences.• Managed major projects to drive improvement in process metrics, targeted financial benefits, and achieve company goals. Provided project leadership, mentored team members, and provided training in operational effectiveness concepts• Assessed progress of team on client service plan deliverables throughout the year• Provided leadership and direction to all team members

• Established and maintained excellent internal and external relationships, seeking and understanding the client’s needs, and managing the team responsible for delivering all aspects of our services delivered.• Monitored adherence to quality systems & ensuring compliance with various Service Levels & quality standards• Recruited and developed high performance team • Performed Inquiry analysis to ensure a continuous Improvement Culture• Prepared quality Performance Reviews on a timely basis for all team members • Maintain strong relationships with union leadership and ensure effective collaboration between HAP and the represented staff.