Professional Summary Over 20 years in a Leadership position improving the customer experience with diverse skills in senior level operations. Proven success as Senior Leader with responsibility for 800 plus front line employees, managers and directors. Manage successful customer and client implementations by effectively working across departments and direct interface with Executives and Clients. * Developed process improvements, business continuity plans, and long term fiscal strategies. Increased member satisfaction with client improvements including ensuring budget and fiscal goals met annually. * Managed daily operations and client satisfaction. Led monthly and quarterly client meetings to update and report status of Medicare stats, grievances, inquiries and Complaint Tracking Module (CTM) related complaints. Developed action plans required to satisfy Center for Medicare and Medicaid Services (CMS) concerns and/or compliance related to maintaining satisfactory STAR ratings. * Managed Operations all-inclusive teams including Call Center, Front End operations and Dispensing process orders, Clinical Benefit teams. Improvements in turnaround times and efficiencies in production rates. * Years of knowledge related to guidelines for client implementations and processes, commercial and Medicare, customer regulations for privacy (PHI) and employee engagement, managing cross functional teams. Developed processes for efficiency and meeting client performance measures.

Highlights:

• Medicare
• Problem Solving
• Problem Solving Skills
• Budgetary
• Call Center
• Management
• Forecasting
• Account Management