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Executive Operations Director with record of achievement in managing cost effective pharmaceutical benefit plans. Proven record of creating and leveraging innovative business solutions that influence technology, drive management efficiency, and reduce cost through operational process improvements. High performing executive skilled in driving impactful change and successfully exceeding corporate goals. Collaborative leader building partnerships with Information Technology to combine process improvements with automated solutions to improve quality, accuracy and turnaround. Analytical thinker and disciplined problem solver with a commitment to continuous improvement to impact the bottom line.Areas of Expertise:Strategic Business Planning for Optimized ResultsOperational EfficienciesCost Reduction StrategiesExecuting Complex Benefit ConfigurationsShared Services ModelVendor/Outsourcing StrategyStandard Operating Procedures (SOPs)Initiating Process and Quality ImprovementsTalent Development and Resource Planning
Rmk Consulting, Inc.
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Client Benefit ArchitectRmk Consulting, Inc. Nov 2013 - PresentFranklin Lakes, Nj
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Executive Director | Benefit Fulfillment Group | Through 10/2012Express Scripts 2010 - Oct 2012Franklin Lakes, NjEstablished new consolidated shared services team of 250 with 3 directors and 15 managers that supported all of Medco’s clients as it related to pharmaceutical benefit configuration. Formulated overall strategy to streamline operations and improve productivity/quality while reducing costs.• Initiated new client service model by streamlining client support across three market aligned teams into one shared services team, resulting in operational efficiencies that enabled: 25% overall staff reduction and decrease in operational budget; 30% increase in lower cost offshore resources; Improved quality and reduced defect rate by 20%.• Created roadmap and led operations sub team following acquisition to implement an aggressive transition plan to ensure a smooth merger of Express Scripts’ and Medco’s client base.• Launched automation tool to execute complex benefit configurations delivering high-level value solution and reducing cost by 30%. -
Executive Director | Health Plan Installation & Requirements TeamMedco 2009 - 2010Franklin Lakes, NjSelected to lead team of 45 installation and technical consultants with 3 directors and 15 managers who install and maintain technical requirements for pharmaceutical benefits for the largest, most complex Health Plan clients’. Developed strategy to streamline processes, improve productivity and quality.• Successfully installed 20% increase over average year Health Plan clients with 15% reduction in setup errors by ensuring compliance to Standard Operating Procedures (SOPs).• Collaborated with cross-functional areas to develop processes and streamline operations to ensure optimal productivity, resulting in ability to implement 20% increase in clients with no additional staff.• Implemented standardized client reporting on installation status resulting in improved turnaround time of report distribution and increased client satisfaction.
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Executive Director | File ManagementMedco 2005 - 2009Franklin Lakes, NjPromoted to lead operations team of 250 with 3 Directors and 12 Managers to accurately maintain client pharmaceutical benefits on various databases.• Formulated strategy to develop a web-based tool to auto-load database updates, increasing volume by 700%, reducing staff by 20%, and improving quality by 50%. Received first year’s Chairman’s Award for leadership on driving productivity and quality improvements.• Achieved a Six Sigma accuracy rate of 99% on manual database updates.• Created and implemented two key management development programs, Management Training and Employee Mentoring, to enhance leadership skills and drive employee satisfaction.
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Senior Director | File Management & Eligibility ManagementMedco 2001 - 2005Franklin Lakes, NjPromoted to direct operations team of 150 with 9 Managers to maintain current client and member level pharmaceutical benefits on various databases.• Reduced operating expenses by 20% by developing an outsourced operations team in Manila.• Collaborated with Outsourced Vendor to select, hire and train team of 50.• Improved quality by 30%, performed database updates in real time, and eliminated process defects. Received National Accounts Leadership Award for implementing process improvements that led to significantly increased quality and client satisfaction.
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Director | Eligibility ManagementMedco 1999 - 2001Franklin Lakes, NjChosen to assume leadership role and direct operations team of 30 including 2 managers charged with receiving/updating confidential member level database for pharmaceutical benefits.• Created SOPs enabling department to increase productivity by 25% with no increase to staff.
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Director | File ManagementMedco 1995 - 1999Franklin Lakes, NjPromoted to direct an operations team of 50 including 4 Managers responsible for file management and maintaining current client pharmaceutical benefits on various databases.• Initiated project to improve quality and reduce costs.• Pioneered project to design process to allow Health Plan clients to transmit electronic benefit data directly to mainframe. Eliminated defects, reduced headcount by 50% while improving quality, turn-around time and client satisfaction.
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Manager | Client ProfileMedco 1992 - 1995Franklin Lakes, NjSelected to manage an operations team with 10 direct reports that updated client pharmaceutical benefits in the main client database.• Collaborated with IT to redesign the database enabling a 20% increase in productivity.
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Manager | Direct ClaimsMedco 1988 - 1992Fair Lawn, NjRecruited to lead and manage an operations team of 20 responsible for processing direct reimbursement claims from subscribers. Provided on-going support for account teams to resolve client issues. • Established SOPs and initiated process improvements ensuring Six Sigma Level accuracy resulting in 10% reduced headcount and operating expenses.
Sue Oliver Skills
Sue Oliver Education Details
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Bs | Bachelor Of Science | Business Management -
Business Management
Frequently Asked Questions about Sue Oliver
What company does Sue Oliver work for?
Sue Oliver works for Rmk Consulting, Inc.
What is Sue Oliver's role at the current company?
Sue Oliver's current role is Client Benefit Architect at RMK Consulting, Inc..
What is Sue Oliver's email address?
Sue Oliver's email address is su****@****dco.com
What schools did Sue Oliver attend?
Sue Oliver attended University Of Scranton, University Of Scranton.
What skills is Sue Oliver known for?
Sue Oliver has skills like Pharmacy Benefit Management, Cross Functional Team Leadership, Managed Care, Medicaid, Healthcare, Medicare, Hipaa, Healthcare Industry, Healthcare Information Technology, Disease Management, Pharmacy, Healthcare Management.
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2seattleu.edu, seattleu.edu
1 +120672XXXXX
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Sue Oliver
Redondo Beach, Ca4gmail.com, tailwindsys.com, kirkland.com, kirkland.com3 +121368XXXXX
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Sue Oliver
Personal, Leadership And Organizational Coach At Sue Oliver CoachingDallas-Fort Worth Metroplex -
2hotmail.com, prohealthcare.org
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