Thomas Gerard Smith Email and Phone Number

Stick 4 Change partners with local organizations to raise funds for programs and opportunities that improve the lives of children in underserved communities worldwide. My role is to develop sustainable funding streams and business processes that maximize our organization's capacity to amplify the critical work done by local foundations and non-profits.

Onsite co-op residential property customer service and contractor management.

Instructor for Management of Healthcare Information Systems (MIS 345)

Provided leadership and overall management to a team of account executives. Developed strategies and tactics to drive client retention, customer satisfaction, and additional revenues to sustain growth. Managed a portfolio of premier accounts.Responsibilities included: built and maintained consultative relationships with accounts and benefits brokers; assured that EAP objectives of client organizations are met; negotiated contract renewals and implements client retention strategies; identified market needs and developed program components to meet needs and add value; developed, implemented; and maintained team account management processes to achieve departmental revenue and retention goals; conveyed the value proposition of Concern through written and oral communication to existing and prospective clients; led the account management team to execute on service excellence and account retention strategies.

Ensured contract compliance of behavioral health plan services for Medi-Cal health plan client membership. Prepared and presented quarterly reviews on performance for client and stakeholder management.• Identified service delivery challenges and led cross-departmental work teams to improve service delivery, provider network and patient access to services.

Provided business development guidance to clients on marketing, customer relations, business promotion, lead generation, business contracts and project proposals.

Managed the complex relationship of Medicaid, Medicare and Commercial health plan customers with internal service and agile engineering development teams to improve delivery of enterprise level cloud-based (AWS) software products. Coordinated the identification and prioritization of core software product enhancements, optimizing efficiency, reliability and overall customer satisfaction through weekly delivery of software improvements that included a robust testing and education process for end users.• Aligned the development and delivery of software enhancements with the strategic plan through incremental change projects to increase the attractiveness of proprietary claims payment product to customers seeking a cloud-based SaaS solution.• Balanced the interests of provider office and Medicaid health plan staff in the development of multi-sided enterprise level software platform, improving access for the former end users while retaining health plan identity, customization and branding for the latter.• Led project implementation team of four in the setup of new Medicaid health plan services while also overseeing seven account services staff in the maintenance of long term customer contracts through partnership development.• As a member of the Operational Leadership Team, developed company strategy and business development initiatives, primarily implementation of business service and SaaS product implementations for Medicaid, Medicare and Commercial Health plans.

Planned new SaaS product offerings as a member of a dedicated implementation team, evaluated business opportunities and market research, consulting with internal and external customers on process improvement and business strategies, balancing market demand with existing customer needs.• Primary liaison to new and potential customers, identified and negotiated the prioritization and delivery timeline of software enhancements, maintaining the core product and ongoing technical debt by attuning the competing demands of end users with resource commitments.• Engaged in agile and scrum development with software engineering team to establish product development roadmap, story maps for features, resolving technical debt issues, generating feedback on prioritization of software enhancements and design validation and testing.• Developed the formal Customer Relationship Management Model for continuous process improvement of service to Medicaid health plan customers. • Evaluated new project proposals and made recommendations to leadership team on the appropriate resources for enterprise level projects, including software product enhancement scope definition, staff, equipment, and time commitment.

Account Manager for Medicaid plans to initiate business process, system configuration and software enhancement change requests. Analyzed client data and created reports to assist plan staff in making key business decisions around health plan financial performance and operational staff performance metrics.• Coordinated with agile software team in developing process for initiating, prioritizing and mapping of enterprise level SaaS software enhancements to improve end user experience.• Collaborated with internal provider panel and staff in the resolution of process and payment issues including staff education, claims processing procedures and web-based software training.

Managed a team of account representatives, a system configuration specialist and a financial analyst to support multiple Medicaid and commercial self-funded health plan accounts with reporting, system configuration and new business implementation.

Primary implementation project manager on new accounts for Medicaid managed health care plans including six mental health, one chemical dependency, one medical, and four dental plans.• Authored software training manuals, templates and trained thousands of end users resulting in reduced administrative overhead for provider office staff through improved eligibility searches, referral and prior authorization submissions and claims payment follow-up.

Assisted with provider contract negotiation, office staff education, provider credentialing, and claims payment process issue resolution to support Medicaid, Medicare and Commercial health plan products.• Participated as a member of the claims processing software selection committee and the subsequent project implementation team of new claims payment software.

Provided training to new employees in Medicaid, Medicare and Commercial health care contracts, customer service skills, claims processing procedures and software instruction.• Developed training content and evaluated existing business processes to improve operations.