Todd Walbert Email & Phone Number

Boston, Ma

Created operational processes, workflow, metrics, and staffing plans for Client Services, Implementation, and Benefits Administration departments. Integrated client support capabilities across legacy organizations and multiple technological environments. Established a center of technical expertise within Operations to ensure that existing capabilities are fully utilized while identifying areas for enhancement. Participated in software development lifecycle as a key member of multi-disciplinary product squad. Served as embedded subject matter expert on business functions and ensured that approved product design approaches can be fully integrated into operational processes. Assessed business needs for development and prioritization of functional requirements in the development cycle. Provided insightful and actionable analysis to leadership on in-flight development realities to ensure that delivery scope is appropriate to both the needs of the organization and development capacity.

Milwaukee, Wisconsin

Managed all Serve You client and business partner relationships, including direct clients, third party administrators, health plans, and consultants. Provided strategic oversight and functional management to the client services and benefit administration departments while reorganizing the operation to better service our customers. Drove integration of client facing and operational teams to focus on the effective documentation and execution of customer intent. Established new processes for the implementation of new client relationships that fully engaged account management and operational subject matter experts. These changes resulted in a 40% increase in implementation capacity for January 2017 new customer starts with no increase to staff. Drove corporate strategy through the establishment of metrics and standard processes

Schaumburg, Il

Provide strategic oversight to the benefit administration department in preparation for 1/1/16 plan year implementations. Leveraging capabilities and best practices across both Catamaran and Optum with a strong focus on efficient resource utilization, including offshore. Consult extensively with other departments for requirements and reporting.Led a team of managers within the prior authorization department on documenting systems, practices, resources, and vendors in preparation for integration within the combined company. Provided project management support to overall integration program leadership.Provide program leadership for several open high priority projects. Implemented success measures and disciplined project plans and established cross-functional communication processes. Reported on the health and completion of projects to executive staff. Led integrated application testing and release process for a large strategic health plan client. Implemented processes across SDLC functions to ensure that key testing deadlines and SLA’s were met. Ensured that releases were delivered on time and free of priority defects. Established strong relationships with senior leaders at the client and negotiated change controls for the application. Documented and successfully leveraged the newly developed integrated testing processes across the enterprise for other customers.

Schaumburg, Il

Led integration of the client services departments of four companies merged through acquisition. Consolidated best practices, processes, and tools as well as job functions and titles. Established a department structure that aligned with company objectives and strategic account executive resources providing pharmacy benefit management services to employers and health plans.Provide strategic direction for 75 client services staff focused on tactical account management for PBM clients. Implemented a professional development program based on account management core competencies. Ensured that goals for client satisfaction and retention were established and met for every staff member.Established and maintained key relationships with other company leaders, particularly the go-to-market teams (Managed Care, Employer, Labor, Government, and TPA) and operations to ensure that internal processes are optimized for client serviceDeveloped the next generation of company leadership by coaching managers both within and outside the department on all aspects of leadership: budgeting, resource management, hiring, coaching, goal setting, performance evaluations, etc.

Bannockburn, Il

Integrated 5 client services teams from two companies due to a merger. Cross trained all staff on multiple service platforms and ensured that all staff had access to experienced managers from both legacy companies. As a result, the Client Services was the most rapidly integrated department and was able to respond quickly to customer needs, as well as the next merger with Catamaran.Established several staff development programs to further prepare the staff for careers in account management, focusing specifically on service, escalation techniques, and developing consultative relationships with clients.

Deerfield, Il

Built a team of Client Service Managers from the ground up, to focus on managing the service of employer accounts that utilized multiple products from Walgreens portfolio of products. This was centered on pharmacy benefits and included clinics, in-house pharmacies, specialty pharmacy and hospice care.Worked closely with leaders form our other product lines and client segments to ensure consistent employee training and service levels.

At the request of senior leadership, moved from PBM operations to sales and account management to focus on establishing consistent standards and practices across the disparate product lines and market segments.Established a sales and account management compensation and bonus plan based on key role-based performance metrics. Developed a program of quarterly account reviews that required account executives to discuss their key accounts with leaders and be held accountable for service levels, upselling strategy, and renewals.

Represented PBM Operations at client meetings, including: finalist presentations, quarterly reviews, and client advisory meetingsIncreased responsibilities include providing direction to three operational departments: Eligibility, Member Materials and the addition of Data Services, a department focused on the business requirements surrounding data exchanges with clients and government entities and their representativesProvided oversight and project management for a virtual team working on the reconciliation of the Medicare Part D prescription drug event (PDE) claims for two of the top five largest PDP/MAPD managed care organizations in the country, resulting in one of the lowest rejection rates in the industry for the 2006 plan yearReviewed and approved business process and software design documentation for two high-priority initiatives: Medicare Retirement Drug Subsidy (RDS) support, and real-time accumulation data exchange for High Deductible Health Plans(HDHP) and other consumer driven products

Increased responsibilities included providing strategic direction and management oversight two departments: Eligibility and the addition of Member Materials, a department focused on fulfillment of member communication materialsNegotiated service agreements with vendors to provide print production services, including: Member ID cards and packets, clinically focused letters and CMS approved Explanation of Benefits letters for Medicare Part DSponsored, obtained funding, and designed a new enrollment management system that automated the file load process and reduced file load and exception reporting turnaround from an average of 36 hours to 18 hoursAs co-chair of NCPDP Workgroup 4 (Provider and Member enrollment) and Task Group lead for Workgroup 3 (Standard Identifiers), lead the effort to create and publish version 2.0 of the NCPDP Standard ID Card Implementation Guide

Subject matter expert on eligibility and enrollment for Walgreens Health Initiatives, the Pharmacy Benefit Manager business unit of Walgreen Co.Led two teams of enrollment professionals, including the development of key relationships with clients and membersServed as operational project lead on implementation of Medicare Discount Drug card programDeveloped processes and procedures that improved enrollment file capacity from 300 files per month to over 2000 files per monthServed as WHI representative at the National Council for Prescription Drug Programs (NCPDP) workgroups

Sourced, screened and negotiated with IT and other professionals for hire in support of 4 directors and 12 managersReduced reliance on staffing vendors by developing new vendor management process, new vendor contract and limiting vendor listPrimary contact for staffing vendors in IT recruitingMentored and trained junior staff membersDocumented hiring process for OFCCP compliance

Re-engineered and documented interviewing process to reduce time to hireTrained technical managers in interviewing processSourced, screened and hired technical staff to internal and external consulting projectsMentored junior staff members