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Brian Heemstra

UnitedHealth Group

-Creating and owning the formulary implementation process (end-to-end project management for each new plan year, as well as interim/mid-year needs).
-Facilitating cross-departmental collaboration across multiple workstreams and the associated task completion.
-Managing and refining process and project documentation.

IFP Formulary Implementation Manager (part of UHC GP)

Amazon

Managed customer relationships from sales handoff to successful implementation (including a pre-defined post-launch window of customer service), and facilitated comprehensive project and program management functions (key details captured below).

-Designed and executed project plans, communicated to key project stakeholders, summarized project findings, and formulated action plans.
-Collaborated effectively with internal stakeholders, cross-functional teams, and external customers for sourcing, allocating, and coordinating resources including key partnerships with the Go-to-Market, Marketing, Product, Tech, Practice Management, Finance, RCM, Legal, Compliance, Clinical, and Business Development teams.
-Took ownership and delivered results in a fast-paced and ambiguous environment.
-Leveraged healthcare industry knowledge and upheld a customer-obsessed approach to enhance the customer experience.
-Managed and prioritized one-off customer requests, along with known implementation deliverables.
-Prepared proposals and summary documents for senior leaders and delivered requested presentations. 
-Demonstrated excellent time-management skills and the ability to work independently while effectively leveraging available company resources, policies, and procedures.
-Managed project scope through change management to drive effective project execution.
-Co-authored select key implementation resources and tools, as well as created my own tools on an individual basis. 
-Created a payer-focused playbook that captured the known payer customer requirements and which set the stage for a reduction in the implementation timeline by up to 20%.

Implementation Manager-Amazon Care

Optum (formerly Alere Wellbeing)

-Effectively understood and delivered on customers' contractual needs and other established deliverables for more than 125 Payment Integrity customers (representing approximately 4.5 million in annual revenue).
-Served as a consistent liaison for customers in a day-to-day capacity, as well as advocating for my customers within the organization.
-Actively assessed and mitigated risk situations, such as the potential for customers to not renew on established contractual services, by way of proactive and consistent customer engagement, resulting in over 97% of customer retention.
-Managed internal expectations and special projects (e.g. reconciling service agreements with database findings).

Senior Client Manager

My core responsibilities included:
•	Managing all aspects of post-sale client relationship for the Quit For Life® Tobacco Cessation Program. Responsible for multiple key health plan clients (including several large Blues plans) that include client implementation, project management, ongoing support and troubleshooting, legal contracting, billing setup and reporting. 
•	Functioning as a subject matter expert for our existing health plan business segment, as well as supporting Sales and RFP processes to bring on new health plan clients.
•	Consulting clients on best practices with regard to utilization, enrollment and incentive design to facilitate client satisfaction and client retention, as well as to maximize ROI for clients. 
•	Documenting core operational and service requirements for client launches and programmatic changes both in terms of standard service offerings as well as customized client needs. 
•	Delivering and continuously monitoring forecasting for program utilization on a weekly, quarterly and annual basis to support revenue-related goals (annual revenue of over $2 million dollars for my client base).
•	Creating and managing detailed tools for tracking client performance for benchmarking and internal requests.
•	Driving amendment and contracting process for clients in order to extend the program term or add new program features. 
•	Mentoring and coaching Client Services Managers with regard to best practices for managing clients and supporting individual staff member development.
•	Developing estimated savings information (ROI) for clients.
•	Presenting and delivering quarterly and annual performance reviews for direct reports during period of managing employees. Assisting employees regarding individual career development and growth.
•	Upselling clients on additional program components in order to enhance their program offering. 
•	Maintaining a strong functional understanding of PPACA requirements in relation to tobacco cessation.

Director, Client Services

Promoted from Client Services Associate to Senior Client Services Manager
•	Responsible for all aspects of contracted services that include continuous follow through on performance guarantees, pricing, program components and eligibility.
•	Worked closely with IT and reporting as it relates to eligibility files and reporting requirements from this file.
•	Responsible for all assigned client project management requests. Follow through from request through final implementation.
•	Managed client budgets and supported all established programmatic requirements.
•	Developed comprehensive statements of work for clients in order to clearly document client expectations and agreed-upon deliverables.
•	Supported clients in both a strategic and tactical capacity in terms of maintaining and/or expanding program recruitment and components.

Senior Client Services Manager

Music City (206)

Social Media Marketing Specialist

Alere Wellbeing (formerly Free & Clear, Inc.)

•	Managed key administrative functions within our client services team.
•	Assisted clients in implementing our program and/or adding additional program components by outlining business requirements and client specifications.
•	Responsible for troubleshooting participant questions and requests, while working closely with internally departments to find resolution and answers.
•	Supported our customer service team in answering phones during high volume days.

Associate Client Services Manager

Free & Clear, Inc.

•	Delivered effective and comprehensive phone-based coaching and support to individuals seeking to quit tobacco.
•	Adhered to all applicable coaching protocols, with specialized focus on protocols pertaining to participants who were enrolled in tobacco cessation-related studies. 
•	Mentored new Quit Coaches in terms of consultation and offering recommendations on how to successfully connect with participants.
•	In partnership with the other Trainers: executed and delivered the established training curriculum in a classroom setting to trainees, as well as providing individual training, as applicable.

Quit Coach Trainer

•	Delivered effective and comprehensive phone-based coaching and support to individuals seeking to quit tobacco.
•	Adhered to all applicable coaching protocols, with specialized focus on protocols pertaining to participants who were enrolled in tobacco cessation-related studies. 
•	Mentored new Quit Coaches in terms of consultation and offering recommendations on how to successfully connect with participants.

Quit Coach

Group Health

•	Delivered effective and comprehensive phone-based coaching and support to individuals seeking to quit tobacco.
•	Adhered to all applicable coaching protocols, with specialized focus on protocols pertaining to participants who were enrolled in tobacco cessation-related studies, many of which required very specific and customized procedures. 
•	Engaged in continued training related to tobacco cessation best practices and approaches.

Tobacco Cessation Specialist

What I'm all about:
I collaborate with customers and colleagues with a high degree of respect through open and honest communication.

I manage challenging situations with humor to create levity, and I’m truly in my element when I’m getting to the bottom of a complex issue or question for which I can find a creative solution. 

I also thoroughly enjoy combining written narratives and numbers to tell a solid, well-rounded story (the best of both worlds). 

What I offer:
-In-depth healthcare industry expertise and strategy (Prevention, Population Health, Payment Integrity, and more)

-Account management, project management, implementation management, and customer success experience (customer retention is a key hallmark of satisfied customers that I’ve had the pleasure of serving)

-Business writing acumen (co-authored multiple RFP responses, written complex end-to-end process and requirements documents, amendments, and more)

-Customer service that is tailored to the customer and focused on a best-in-class customer experience


*views expressed here are my own personal perspectives


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Brian Heemstra

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