Management of large scale Clinical Operations team focusing on delivering transformational programs to enhance service delivery models. Create the strategy for delivery of administrative clinical processes through development of algorithms and automated processes. Execute innovation labs, DMAIC projects and optimization Kaizen events to solve complex business processes and problems. Identify waste in the overall value stream and deploy targeted initiatives to achieve financial targets.

Responsible for supporting Radiology and Behavioral Health Operations with process improvement opportunities, operational effectiveness opportunities and operational efficiencies using DMAIC methodologies and project management tools and techniques. Responsible for business process mapping, process documentation and outcome reporting. Lead a staff of process analysts responsible for a project portfolio of 20 or more projects with estimated annual savings exceeding several million dollars… Show more Responsible for supporting Radiology and Behavioral Health Operations with process improvement opportunities, operational effectiveness opportunities and operational efficiencies using DMAIC methodologies and project management tools and techniques. Responsible for business process mapping, process documentation and outcome reporting. Lead a staff of process analysts responsible for a project portfolio of 20 or more projects with estimated annual savings exceeding several million dollars. Collaborate with team members to deliver exceptional outcomes by holding team members accountable for comprehensive end to end ownership of project goals, deliverables and outcomes. Show less

Operations Management• Successfully lead operations staff of 100+ employees servicing over 3 million commercial behavioral health members and handling over 1 million contacts annually. Functional areas include phone contact center, claim resolution, back-end support functions, and appeals with strengths in customer experience, inventory management, process efficiency and best in class performance. • Created and developed processes, tools and staffing requirements for enhanced… Show more Operations Management• Successfully lead operations staff of 100+ employees servicing over 3 million commercial behavioral health members and handling over 1 million contacts annually. Functional areas include phone contact center, claim resolution, back-end support functions, and appeals with strengths in customer experience, inventory management, process efficiency and best in class performance. • Created and developed processes, tools and staffing requirements for enhanced contract renewal with largest commercial behavioral contract. Successfully implemented forty best in class performance guarantees with a 92.5% success rate in the first year. • Creatively managed customer requirements against budget by utilizing people, process and technology to create and implement systemic solutions and enhancements. Successfully implemented nineteen complex customer procedures into the operation and came in 68.85% under budget projections. Process Improvement/ Project Management/ Business Implementation• Led a six sigma project with cross-functional team to reduce repeat contacts coming into the contact center. After conducting comprehensive data analysis, developed and implemented multiple systemic, procedural and training initiatives which significantly reduced repeat contacts. • Conducted end to end process review and employee skill assessment to improve the timeliness and quality results of the appeals department. Developed and implemented automated processes and inventory control and oversight procedures as well as development of comprehensive training program. Improved timeliness results and quality results.Training, Development and Staff Engagement• Developed and implemented a comprehensive end to end training program increasing customer satisfaction. • Completed extensive external research to build a comprehensive sixteen week development program for skill set enhancement and professional development. Included development tracks for staff. Show less