Avergent

Strategically working with plan partners in creating a client-member experience that is 'first in class' and tactically putting it into action.  Education and engagement strategies to support employees in maximizing their health plan.  Overseeing a Collaborative Care Program consisting of a team of Medical Experts assisting employees to receive best care, best place, best time, for best price.  
Establish and create best practice business process and workflows for the organization and integrated plan partners.

Director, Client & Member Experience

Alithias LLC

VP of Service Operations

Alithias

Director, Care Navigation and Client Engagement
Created, implemented and direct a care advocacy service department and team that provides client member advocacy on healthcare steerage to high value, cost sensible options and provide full benefit support on best utilization of the employees’ health plan offerings to maximize savings for employer group and the employee.

•	Advised and designed Customer Management Tool used daily to track and document all member requests being actively worked, pending, and resolved.
•	Designed reporting tool allowing monthly and YTD reports to be delivered to each client for utilization and saving gains and losses.
•	Created all business processes for the service team used to support each client and their unique requirements.
•	Managed all workflows, operational expectations, data projects, phone systems, and all miscellaneous requirements starting at the point of sale through full implementation of ‘go-live’.
•	Created all client presentations, delivered and trained employer groups with 100 – 5,000 lives.
•	Hired and trained all new hires across a number of states and locations.

Director, Care Navigation and Advocacy

Humana Inc

HumanaVitality Account Concierge Specialist
Advised commercial and Medicare members on a scientifically designed wellness program including education, fitness, healthy living and prevention.
•	Account management of Vitality’s largest accounts – Toyota and State of Indiana with 60,000+ lives supporting wellness program education, managing service levels, resolving escalated service concerns, supporting the Account Executives of each key account. 
•	Actively listened to identify the core needs of employer groups allowing for timely one touch resolution.
•	Keenly identified opportunities within employer group to increase wellness engagement to lower claim exposure.
•	Monitored, evaluated and reported system errors to improve the customer experience internally and externally.
•	Advocated for member by providing process improvement recommendations. 
•	Created Wellness Program training materials and presented to leadership groups.

Customer Account Concierge HumanaVitality

Pathways

Health insurance brokerage designed to promote and administer efficient, competitive and sustainable employer- sponsored catastrophic health care expense protection programs that cultivate employer-employee culture and loyalty.  

Partner and Healthcare Client Service Advocate
One of three partners in the organization.   Responsible for the creation, implementation and roll out of each customer’s service plan.  Provided recommendations on healthcare services based on quality and cost; trains members on healthcare consumerism and the personal responsibility in doing so; Evaluated current practices for areas of potential improvement.
•	Created and established business guidelines based on best practices.
•	Conducted monthly on-site customer visits addressing member questions, concerns, and requests in regards to health plan. Wellness, healthcare consumerism, healthcare choice.
•	Built and presented customer specific presentations based on needs of group, i.e. conflict resolution, stress management.
•	Supported 1300 lives providing care and service to billing discrepancies, health plan questions, and guidance on health care treatment, cost, prescription options, and miscellaneous assistance.

Partner/Owner - Health Education Advocate

Bay Valley Foods

Manager, Customer Service
Reporting to the Director of Customer Service.  Responsible for managing Food Service Customer Service, Data Management and Pricing Support functions.  Provided statistics, recommendations and forecasting to executives; on a daily basis monitored call volume and call resolution.  Analyzed day-to-day operations looking for areas of opportunities for continuous improvement. Managed a team of fourteen. 
•	Served as lead SAP trainer for Customer Service module; facilitated training and was appointed subject matter expert for Customer Service and Data Management.
-	Conducted testing for successful implementation of SAP Customer Service module.  
-	Served as Primary Data Change Manager on Order to Cash project.
•	Analyzed and re-engineered processes; created standard operating procedures and training manuals, developed FAQ and quick reference tools which provided consistency, maximized efficiencies and accelerated learning curve for new hires.   
-  	Identified, created and delivered service level matrices for customer service; provided results monthly to management allowing the business to address shortfalls.
•	Created and maintained item master naming conventions providing standardization throughout the organization, allowing consistent reference, regulating look-up abilities and item logic for quality reviews.
•	Sought out by Human Resources and department managers to mentor individuals throughout the organization on communication, team building and conflict resolution skills which addressed existing conflicts and improved productivity.  
•	Refined the Material Request Form process to be more user-friendly and able to work in conjunction with the product lifecycle management tool reducing total time for new item implementation from a range of six to twelve weeks to completion within three weeks.

Customer Service Manager

Smithfield Beef Group

Stratagem

HIPAA Consultant

A versatile business professional with more than 33 years demonstrated experience in strategic planning, process development, training coordination and customer retention management. Recognized as committed, enthusiastic, and customer-focused, demonstrating excellent oral and written communication skills. Acknowledged as a strong, flexible leader that displays management skills through foresight, execution of business plan, and accountability of efforts.

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