CORE COMPETENCIES:

• Management Consulting
• Marketing/Product Development
• Project Management
• Service Experience
• Six Sigma / Lean
• Finance/Economics

PROFESSIONAL EXPERIENCE:

Confidential

Strategic Consultant

Responsibilities:

• Provider Experience (Current Effort) assessing end to end service experience for provider segments levering “Big Data” analytics, site interviews, and internal surveys to alleviate friction points and develop future strategies
• Contact Center Maturity Assessment: Delivered intra & extra industry benchmarking assessment of Humana’s client relationship management capabilities to meet current and future state consumer experience needs
• Concentra Revenue Development for Urgent Care & Physical Therapy (Medicare & Commercial): Led & delivered assessment & recommendations for acquired entity (1,000+ physicians, 315 clinics) that included new: consumer & market strategies, cross organizational structure, and provider marketing & partnerships
• Large Group Strategy: Partnered with Monitor Consulting to crafted multi - year Total Health strategy based on long term relationships, product integration, focused targeted & distribution, and reduced complexity & cost
• Retail Sales Organization Merger (MarketPoint & HumanaOne): Coordinated development of design & roadmaps for Distribution, Direct Sales, Technology, Consumer-Centric selling, and Organization Transition work-stream
• Sales Commissions (Two engagements): Managed consulting efforts to evaluate and adjust commercial commissions to optimize sales given Healthcare Reform $14M & $5.5M (two projects)
• Acquisitions Engagement: Led team to evaluate success of strategic intents, realization of targeted synergies, and identify post-merger opportunities for KMG, CompBenefits, OSF, and Cariten $5.7M / 76 FTE
• Underwriting (Small Business, Large Group, and Specialty Business) Administrative Cost Engagement: Led assessment of processes to drive efficiencies via streamlining, automations, and sourcing $7.3M / 160 FTE
• Humana Pharmacy Solutions: Co-led end-to-end diagnostic review of operations to optimize operations and develop metrics, risks/controls, and documented opportunities for future technology improvements
• Member Self Service: Acted as business advisor to re-energize and align Corporate Web initiatives

Director

Confidential

Responsibilities:

• Led creation of processes, systems, and portal for enterprise metrics/reporting for all 22 functional areas
• Designed and managed Analysis & Improvement Plan process to drive and track improvement efforts
• Deployed Six Sigma (DMAIC) to select business areas
• Designed and managed customer experience surveys, analytics, and monthly reporting structure
• Led team that supported a number of operational excellence initiatives

Confidential

Principal (Lead Investment & Strategy)

Responsibilities:

• Started and own private real estate LLC focused on rehabilitating properties for long term rental investment
• Acquired & own fifteen multi & single family properties and a portfolio of ancillary investments
• Identify/evaluate investment opportunities, consult on design, and manage ancillary investments
• Management & project responsibilities are entirely sourced - only engaged with initial design, plans, & budgets

Confidential

Senior Systems Manager

Responsibilities:

• Led team that managed business requirements creation, systems (mainframe & client server) development, testing, and business implementation
• Managed design and implementation of CRM application for Retail and Indirect Sales that monitored account activity to generate alerts for contacting customers with targeted cross-sell solicitations. $2.0 million, year 1
• Directed reengineering of vehicle return and re-sale lease process
• Led solution to automate the provision of detail vehicle level information based on VIN number to Call Center to maximize selling effectiveness of pre-termed lease vehicles improving re-sale income by $3.6 million annually
• Led the creation of forecasting tools to improve selling prices of off-lease inventory

Confidential

Product Project Manager

Responsibilities:

• Web “Assistance” service providing clients with a Web mechanism to retrieve in depth procedural/administrative information and submit electronic service requests
• Automated Loans and Withdrawals (Web and Voice Response System) service allowing participants to model and authorize loans as well as receive a check and paperwork
• Automated Contributions service that provided Plan Sponsors with an online solution to fund their associate contributions and immediately identify and correct errors when uploading this data

Confidential

Program Manager

Responsibilities:

• Managed prioritization of the IT queue for claims and membership
• Spearheaded the redesign of the Corporate Medicare claims operations that resulted in radically enhanced process efficiency and successfully brought the product-line into compliance with CMS guidelines

Project Manager

Confidential

Responsibilities:

• Led multiple technology and operations projects and managed operational relationships with General Electric Aviation (acted as GE Six Sigma Supplier Black Belt) and Proctor & Gamble
• Requested to present Black Belt project at GE National Healthcare conference for Six Sigma best practices

Senior Administrator

Confidential

Responsibilities:

• Coordinated provider capitation payment team efforts including analysis, documentation, and development of business requirements to support systems consolidation of legacy mainframes to a client server environment