-Managed subcontract programs multimillion annual revenue; with oversight of operations, change management and contractual adherence to meet defined SLAs; contribution to the overarching P&L strategy and portfolio-Ensured contractual compliance establishing quality and process improvement that monitors/supports the execution of operations and shared services-Provided strategic influence and business planning supported by innovative solutions, industry trends and transformative progression leveraging effective project management methodology in a complex organizational structure-Analyzed opportunities related to digital advancements, strategy execution and industry best practices to remain relevant with trends and competitive in the healthcare market – best in class; supports proposal and on contract growth processes

-Led NGS’ two largest contracts (approx. $1.5B) and 19.2% of the MAC market share; with P&L performance oversight and MAC portfolio management-Established initiatives, workflows and operating models to govern contractual compliance, effective change management and project execution-Leveraged SAFe Agile and HCD concepts, organized, monitored and prioritized inter-connected projects in support of strategic planning and contract initiatives, such as NGS website and portal renovations, RPA and API enhancements, ACE -Evaluated customer needs and coordinated/delivered solutions that prove fiscally responsible for NGS; both IT and operational process developments

-Assisted to define the annual strategy and vision for the Provider Experience and Appeals/Grievance departments-Participated on procurement opportunities to outline technical solution and contract costs-Developed and implemented a customer service program across contracts, achieving a significant cost savings while increasing customer satisfaction leveraging data analytics-Communicated frequently with stakeholders and senior leadership outlining successes, achievements and activities -Manage a large, diverse group of staff: Contact Center associates, Provider Relations Research Specialist, HiServ Liaisons, Action Plan Coordinators, Congressional Liaisons, Appeals/Grievance Representatives-Uphold The Centers for Medicare and Medicaid Services (CMS) requirements for quality, Average Speed of Answer and timeliness related to incoming inquiries for the provider community-Identify and implement process improvement initiatives through project management approaches-Reduce incoming inquiries by over 70% for a high volume callers through an innovative customer service program developed, created and implemented in 2016-Reduce average handle time by 39% through cross training and collaboration

-Established trusted partnership and communication with client (NGS) on program status and execution-Managed quality assurance staff in tandem with collaborative consulting to achieve desired goals of the customer-Led the CVP-NGS internal program through successful CMMI certification-Completed in depth research related to the Centers for Medicare and Medicaid (CMS) policies and proceduresAwards: 2013 Q4 STAR Award for leadership and project management

-Managed projects and trainings based on associates and provider feedback to enhance quality statistics-Analyzed random samples from all operational units to ensure quality standards were met-Handled irate and escalated inquiries to ensure optimal customer satisfaction