Physician Housecalls is a Home Based Primary Care practice in the OK/KS area. As the COO, I am responsible for defining and delivering an Enterprise Strategy that aligns with the vision laid out by the CEO.Responsibilities include - define/measure/improve operational KPI's, partner closely with the executive team to ensure high quality care delivery to our patient population, provide leadership to the Intake/Scheduling/Technology/EHR/Data & Analytics Teams and identify/drive cost savingsDefined and delivered on a Technology Strategy for the Organization that ensures Provider satisfaction and uninterrupted care delivery in the fieldDefined and executed on a Value Based Care Data Strategy to drive savings with the ACO REACH program

Technology Leader for the Co-brand Client Portfolio. Responsible for supporting existing Co-Brand client portfolio technology needs, supporting RFP/RFI requests for prospective clients and driving Technology Platform enhancements

Leader of the Project Delivery Organization for the Customer Solutions Group. Responsible for partnering with Business in defining and delivering the Personalization & Digital Strategy for Cigna.Successfully led the Remediation of the Senior Segment business for Cigna. Structured the project and led a matrixed team of 1000+ employees and 500+ consultants to remediate critical IT, Operations and Compliance gaps in order to lift CMS imposed sanctions.IT Leader for the annual ‘Personalization’ portfolio – responsibilities included crafting the Enterprise Personalization Strategy and the associated business case and ensuring successful delivery Led the build of the Private Healthcare Exchange for small/mid-size employer segment. The exchange allowed business customers to make defined contributions, offer employees tailored choices and reduce administrative burdenManage Cigna’s investment in a strategic digital health startup and brought to market Digital Tools that increased Consumer Health EngagementDirect the migration of the Customer Service Platform from IBM Cloud to the Cigna Data Center and graceful sunset of the IBM support contractImplement a unified Customer Service Strategy which resulted in the implementation of cutting edge technologies such as Voice Enabled IVR, Click to Call/Chat/Email and callback. Overall Strategy resulted in increased NPS, reduced Call Handling Time and increased Customer Satisfaction Rates.Enhance market competitiveness and differentiation, in collaboration with marketing stakeholders, by implementing digital marketing strategy, including building of Social Listening Center of Excellence (COE); defined governance and operating model, and implemented global Social Listening platform

Re-Defined and Built the IT organization to support the Organization's growth strategy and led the company through a period of transformationKey achievementsDesigned and Implemented an IT Capital Planning and Budgeting process which was utilized to craft an IT Strategy (in partnership with key business stakeholders)Developed new process capabilities and operating efficiencies by replacing 15-year-old legacy ERP system with web-based JD Edwards E1 application; introduced new capabilities including Electronic Work Orders with automated routing and integrated billing.Reduced operational risk, real estate and operational costs by redesigning existing data center with leading technology, improving data availability, access and reliability.Implemented WAN Optimization technology across sites to achieve connectivity cost savings without compromising performance.Enabled sustainability initiatives by introducing video conferencing technology across satellite offices

IT Leader responsible for defining the enterprise CRM strategy and implementing it for the Sales, Marketing, Consulting, Research and Service Operations Organizations.Key achievementsEnabled $100 million acquisition of Meta Group by leading integration of sales and marketing systems and business processes, without business interruption.Collaborated with business stakeholders to define and execute strategic roadmap for sales, marketing and customer service organizations.Delivered $3 million global SalesForce Automation (SFA) solution on aggressive timeframe; migrated global sales organization from legacy system to cloud based SFA solution; avoided excessive costs by collaborating with CIO to renegotiate contract; received industry recognition as one of most complex cloud platform projects.Enhanced management decision effectiveness and enterprise productivity, in collaboration with CIO and Enterprise Architect by defining Federated Data Architecture and Services Oriented Architecture (SOA) and implementing CRM integrations on new architecture