Robert Pitney Email & Phone Number

United States

El Segundo, California, US

Manhattan, New York, US

Worcester, Massachusetts, US

Co-Owner for UMass Memorial Health's visual management system, a LEAN tool to directly connect 15K caregivers to data and improvement methodologies. Leading implementation of KaiNexus software and the deployment across all system entities. Providing project leadership, program management, marketing, coaching, process and user experience design and.

• Project Manager for launching Customer Interaction Analytics program utilizing NICE/Nexidia, to monitor, measure, gain VOC insights, drive change, and improve service experience
• Project design lead on process development for expansion of Outbound Communications Command Center to include Commercial business, and integrate with new Sales Force CRM Platform
• Cooperatively developed end to end governance model, for major change management decisions and implementations impacting the Clinical Operations organization and it’s 3.5M members
• Project Leader for improvement of Appeals and Grievances efficiency and cycle time.
• Lead Business Process Management efforts to improve the customer experience, service, quality, efficiency and lower medical cost. 2017 & 2018 initiatives estimated save of $2.5M & $1.0M annually.
• Accountable for development of individual and management dashboards, along with automated auditing of compliance related components of 100% of recorded calls.

Farmington, CT, US

Lead Business Process Management efforts to improve the customer experience, service, quality and efficiency. Project Manager and leader for launching Customer Interaction Analytics program utilizing Nexidia as software partner, to measure, gain VOC insights and drive change. Lead cross-functional Lean Six Sigma projects in support of end-to-end.

Special Investigations Unit (SIU) process improvement, innovation, project management and data analysis. Providing value through facilitation, motivation, quality and customer centricity to lead positive change.

Hartford, Connecticut, US

Aetna Process Improvement (API) program – mentor, certification panelist, trainer, and blogger.Utilized Lean-Six-Sigma customer centric approaches to identify $20+M of annual savings opportunities to increase efficiency, quality and productivity of current processes, including: IVR systems, Business Process Automation, Case Installation, Quality.

Bloomfield, CT, US

Utilized DMAIC, DFSS and Lean Six Sigma methods to lead projects to improve medical claim quality, reduce cycle time, improve customer satisfaction and reduce cost for the Customer Service Operations supporting their six domestic field claim offices and two Business Process Outsourcing (BPO) locations. Individual Contributor, as part of Total Quality.

Bloomfield, CT, US

External Entity Management leader for development, implementation and execution of CIGNA's 1st generation enterprise-wide policy and oversight program for key supplier relationships, including Business Process Outsourcing (BPO).

Bloomfield, CT, US

Finance Lead for Service Strategy, including economic model forecasting cost reductions over 5 year period in excess of $300M. Responsible for achieving overall Service Operations (SO) expense plan of $636M, consolidation and analysis of all SO monthly Risk & Opportunity submissions, including reforecasting of staffing and expenses. SO Process Lead on.

Hartford, Connecticut, US

Manage operations planning, reporting and analysis for Northeast Regional Traditional claim business. Develop and monitor daily, weekly, monthly and annual production goals, performance. Coordinate intra-regional resource balancing between five sites.

Hartford, CT, US

Managed budgeting, expense control, and analysis processes for Benefit Management Services (BMS) organization. Responsible for annual budget of $40+ million, and Tax Reporting & Compliance on behalf of Employee Benefits Division.

Acting President/CEO for majority of 1996. Integral role in company growing ten-fold to six locations, 45 employees, over 6,000 clients, revenue of $4.7 million and net income of $1.8M during 1996.

Bloomfield, CT, US

Managed division of Service Center encompassing all aspects of claim processing and customer service. Lead staff of 100+, with an annual budget of $6M and customer actions of 1.5M. Vast knowledge of HMO, POS, PPO and Consumer Directed Health Plans, etc.

Master Of Science - Business Analytics, Business Administration And Management, General

Bachelor Of Science (B.S.), Business Administration, Management And Operations

Diploma, College Prep