Highly accomplished, out-going, executive with experience in establishing and managing complex operations, creating and presenting analytical reporting, and working with senior executive staff. Special expertise as a change agent and innovator that drives efficiency through cross functional systems improvements (technology workflow and human culture) to establish concurrent cost reduction and improved service models. Acknowledged by fellow senior executives as a highly adaptable manager who converts business intelligence into actionable plans.
• Cost Containment
• Thought Leadership
• Troubleshooting & Problem Solving Executive Management
• Strategic Planning & Orchestration
• Business & Technology Infrastructure
• Workflow Analysis & Design
• Entrepreneurial Growth Strategies
Managed implementation of IT systems creating a 24% reduction in workforce and a 50% improvement in case management speed while VP of IT as Care to Care
Closed 2yr $1.5M contract with New York’s largest managed long term care plan as Exec. Dir. of Alliance Care Management
Co-Authored application and obtained state licensing from the New York State Department of Financial Services within 1 year of LLC creation as Executive Director of Alliance Care Management IPA
Restructured Key Account management methodology resulting in a 15% retention rate improvement as VP of Sales & Marketing Operations at Atlantis Health Plan (est. $4M annual P&L improvement)
Expanded operations to accommodate growth from 30,000 to 1.1million members in 2 years as VP Operations at Care to Care
Specialties: Licensed Life and Health Insurance Agent, team management, operations implementation, information technology, marketing, communications, metric creation and analysis, graphic design, non-profit management.
What do you like most about your profession?
I like that I have found an industry where it's not just about bottom line profits but there is a great opportunity to help people improve their lives and their health along the way. By straddling the inward facing operations role and the outward facing services roles I've been able to bring insurance expertise to the consumer from a "here's how it works" perspective to establish an atmosphere of understanding for the end user. Meanwhile I can still maintain efficient operations and a strong workforce.
What questions do clients most commonly ask you? How do you respond?
The most common problem/question is, "Why does this cost so much to do?" In most cases the solution is a combination of poor or inefficient systems being replaced, weak workflows being shored up, and untrained or inappropriate staff being reorganized.
Describe a recent client engagement or project.
I was brought in to fix a failing IT development team that was managing an in house care management system. New iterations were taking 6-12 month for roll out slowing the growth of the company. By creating micro-projects, instilling accountability, and involving the end user we were able to change that schedule to a 6 week new release schedule. This generated new energy in the company and improved the ties between development teams and the service division.
What are 3 attributes you need to be successful in your industry?
Patience, Lack of Ego, Drive to serve
What are the most important things to consider when hiring a service provider in your field?
Do they understand the population which you serve? Do they understand the culture of your company, the good AND the bad? Can they get "buy-in" from the stakeholders involved in making change, improvements, upgrades, or whatever they are getting hired for? Are they married to the way it's always been done or looking to really innovate a tired old standard?
Executive Vice President of Operations at Meridian Benefits Consulting
November 2013 - Present
Meridian was looking for someone to take their already sterling service model and turn it into a growth mechanism. I was hired to streamline and improve their business model to handle their increasing book of business while being able to maintain a minimum increase in operating expenses. I was tapped for my long term marketing experience and ability to use product support as the central tent pole upon which to differentiate Meridian from competitors.
• Increased leveraging of the core CRM applications
• Overhaul and upgrade of the current technological platform
• Formalization of internal workflows, processes, and client reporting
• Completed a data validation project for entire book of business
• Steerage and expansion of current marketing initiatives
• Expansion of current service model in increased touch-point frequency and deeper performance analysis
• Established daily account activity and staff accountability reporting to quantify workload and track deadline goal success rates.
Executive Director at Alliance Care Management IPA
January 2012 - February 2013
Responsible for building the infrastructure and managing entire organization. Oversaw business strategies and product development. Developed and maintained C-Level relationships with clients and negotiation of contracts.
KEY PROJECTS AND SELECTED ACHIEVEMENTS:
• Principle executive in creation of company and directly responsible for the future P&L
• Authored 5 years of Financial Projections
• Originated 46 regulatory compliant Policies &Procedures
• Establish Utilization Authorization Management and Claim Payment Infrastructure
• Implemented Claims Systems, Decision Support Software, and Visit Verification Systems
• Wrote Strategic Business Plan and Applications for EB-5 Investment Funding
VP IT Operations/Client Services at Care To Care LLC
December 2010 - November 2013
Oversee the daily operations of Information Technology, Marketing, Provider Relations, Human Resources, and Business Development. Orchestrate strategies developed by senior executive management. Advise and report to C-Level Staff regarding on going company operations. Oversee the implementation of new business accounts from an interdepartmental viewpoint. Establish and improve company-wide workflow. Oversee marketing strategies and business development.
KEY PROJECTS AND SELECTED ACHIEVEMENTS:
•Implemented full replacement telephony call center solution and integrated an automated cloud faxing solution into proprietary care management system resulting in a 24% reduction in workforce and a 7% reduction in vendor AP
•Lead strategic planning and upgraded IT support systems including Claims Systems implementation and Decision Support Software development, Cloud Fax integration, Telephony integration
•Project lead on product development team implementing Emergency Department Claims Review and Staff Integration projects
•Created and chaired Software Design Committee and formalized project implementation processes
•Reduced version release of case management systems from average 6 month span to a 6 week turn around
•Created a market data driven Potential Savings Tool for business development team using more than 1 million claims datapoints.
•Project Manager for $4.6M client implementation completed in 90 days
VP of Sales and Marketing at Atlantis Health Plan
January 2008 - November 2010
Charged with Managing the 120 member inside sales staff. Managed the Sales Support, Account Management and Marketing/PR departments. Developed and presented all sales and marketing reports for C-Level Staff. Managed relationships with Key Accounts, large Brokerage Houses, and General Agencies producing 50M+ in annual revenue. Was responsible for the training and monitoring of direct in-house sales force of 100+ agents. Responsible for P&L reporting to C-Level Staff and Board of Directors. Managed Policies and Procedures, Quality Improvements, and Retention Initiatives.
KEY PROJECTS AND SELECTED ACHIEVEMENTS:
• Lead 300% growth in key account membership with a concurrent 25% reduction in account management staff
• Reduced new account installation time by 40% through workflow analysis and improvements
• Shortened RFP to quote turnaround time by 3 days (50% reduction) through streamlining and automating quoting processes
• Co-created new 10 member Broker Sales Unit in conjunction with SVP of Broker Sales
• Increased overall retention by 6% in 2009 and 10% in 2010 through tactical realignment of member services training and problems solving methodology
• Chaired Rebranding Steerage Committee and developed 23 collateral marketing pieces as part of $1M rebranding campaign
• Developed and taught monthly training courses for 120+ member direct sales and account management units.
• Managed key accounts valued in excess of $30 M in annual premium
• Programmed, hosted, and presented 6 broker events attended by 200+ brokers
Senior Receivables Coordinator at Atlantis Health Plan
January 2007 - January 2008
Established Receivables Department and designed systems and procedures for entire department. Processed billing trends. Crunched cash flow numbers and create executive level reports. Work with clients and accounts that have billing issues. Trouble shoot any hurdles in the collections system and negotiate payment schedules with accounts in arrears.
Account Executive at Atlantis Health Plan
August 2006 - January 2007
Outside sales and account management. Marketing to New York consumers and small businesses health insurance products. Scheduling meeting and sales calls. Convert self generated leads into closed sales. Commission based pay.
Director of Technology at CBA Pharma , Inc.
March 2000 - July 2006
Create and develop technology strategies. Manage IT Department in a pharmaceutical and research environment. Project manage all IT implementation. Develop and design web strategies. Manage corporate communications and publications. Assist with investor relations.
Web Designer at Hirsch Design Studios
November 1998 - March 2000
Web Designer for advertising firm. In charge of project development, art direction, graphic design and website development. Designed for various electronic media including internet, presentation platforms, video,a flash media.
Chairman of the BoardPresident at How Now! Inc.
June 1994 - March 2000
Chair of a non-profit arts education organization speciallizing in school programs and public arts festivals. Established an annual festival in Titchfield England attended by 10,000 people.
Web Master at Joslyn Art Museum
May 1992 - November 1998
Developed and constructed on-line educational programs for primary and secondary education. Created online marketing strategies for art museum exhibits/events.
University of Kentucky - Gatton School of Business
Field of Study: Marketing, Finance
Field of Study: English/Creative Writing & Philosophy
Top Producer November Quarter 2006
Issuer: Atlantis Health Plan
Date: Nov 27, 2006
Received the award for producing the most new business in November 2006 among 124 sales representatives.
Licensed Life and Health Agent
Authority: New York Department of Insurnace
Start Date: Aug 01, 2006
End Date: Feb 01, 2014
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