business change manager resume example with 13+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Proficient Healthcare Leader with fifteen years of experience with the critically ill and vulnerable population, helping the patient/member remain in the community safely. Demonstrated leadership, planning and problem-solving abilities focused on delivering robust, performance-oriented strategies to meet current and expected demands.

  • Manage Care Organization Operations
  • Long Term Support and Services (LTSS) Operations
  • Intellectual and/or Development Disabilities (IDD) Operations
  • Medicaid and Medicare Regulatory Requirements
  • Compliance and regulations
  • Program monitoring and management
  • Budgeting and financial management
  • Talent management and staffing
  • Team leadership, training and development
  • Stakeholder relations
04/2021 to Current Business Change Manager Anthem, Inc. | Santa Barbara, CA,
  • Developed change management plans minimizing employee resistance and accelerating adoption.
  • Leveraged prescribed change management tools such as impact analyses, enablement plans and readiness assessments to support updates.
  • Identified success metrics and regularly reported on progress and gaps.
  • Built cohesive messaging and executed plans with consistent voice, processes and tools to achieve targets.
  • Crafted successful messages to support large-scale, enterprise-wide changes.
  • Reviewed established procedures to assess areas in need of improvement.
  • Collected, tracked and evaluated current business and market trend data.
  • Researched and led investigations into various areas to drive improvements and devise new processes.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Coordinated with Clinical Leadership to manage organization's goals and objectives.
  • Coordinated with Clinical Leadership to manage organization's goals and objectives.
  • Collaborated with Regional Medical Directors and Regional Vice Presidents to establish and enhance procedures for increasing efficiency and labor investment.
  • Studied Palliative Care trends to develop and implement enhancement recommendations and facilitate high quality process.
02/2018 to 10/2020 Senior Director of STAR+PLUS The Waters Senior Living | Canonsburg, PA,
  • Support executive leadership on all operational areas as the liaison to State Partners as needed for STAR+PLUS oral presentation, readiness review, implementation and ongoing oversight for the Medicaid and Medicare products.
  • Responsible for STAR+PLUS program deliverables through the utilization of matrixed resources, escalate gap and barriers during implementation and ongoing operational compliance with oversight from the Chief Operating Officer.
  • Engaged in interdepartmental coordination to improve business transactions through data analysis and implementation of lean strategies.
  • Devised and implemented business plans for operational strategies, development and maintenance.
  • Generated and implemented business procedures and policies.
  • Established Medicare and Medicaid strategic plans and operational objectives to strengthen policies and promote growth.
  • Delivered hands-on assistance to committees and teams within department in policy-making decisions.
  • Established and oversaw yearly budgets in excess of $75 million.
  • Reviewed completed work to verify consistency, quality and conformance to creative plans.
  • Formulated and deployed business transformation strategies to increase performance, profitability and business growth.
  • Strategized business developments and utilized CMS and HHSC tools to drive Medicare and Medicaid projects.
  • Collaborated with technical directors and crew members to organize schedules by factoring in production requirements and materials availability.
  • Revitalized Medicare and Medicaid policies to strengthen operations.
  • Oversaw operations of clinical development programs and clinical initiatives.
  • Orchestrated strategic business plans and oversaw execution by streamlining customer support calls and enhancing customer experiences.
  • Set and managed master schedules for programs and projects.
07/2011 to 01/2018 Government Business Manager (LTSS) Anthem/Amerigroup | City, STATE,
  • Oversaw employee hiring, recruitment and training for multiple business locations.
  • Established open door policy to foster environment of respect between employees and management.
  • Analyzed regional market trends to distinguish best courses of action for company.
  • Conducted presentations using PowerPoint to provide illustrations and graphs to communicate complex business concepts.
  • Rolled out innovative employee training program to boost worker education and improve HHSC satisfaction.
  • Directed all day-to-day operations of STAR+PLUS to provide high quality and cost effective member experience.
  • Formed and sustained strategic relationships with clients.
  • Assessed team proficiencies, identifying and targeting areas for improvement.
  • Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
  • Generated daily operational and monthly reports for corrective action or continuous improvement.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Directly managed team of 120 and oversaw 500 staff total in Medicare and Medicaid operations.
  • Developed corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
  • Participated in networking events to establish and cement community ties, business to business relationships and industry connections.
  • Supported community outreach initiatives by partnering with local organizations.
  • Initiated on-time, under-budget project management to optimize performance.
  • Spearheaded launch of Community First Choice, including project management from concept to completion.
  • Managed and improved requirements, gaps analysis, training and development and new program rollout resulting in completed Medicaid Expansion implementations.
06/2006 to 04/2010 Executive Director Exceptional Care, LLC | City, STATE,
  • Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
  • Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
  • Improved training to reduce knowledge gaps and eliminate performance roadblocks.
  • Strengthened company business by leading implementation of new projects and procedures.
  • Built referral pipeline by remaining active with community and establishing referral networks and resources.
  • Recruited, hired and trained employees on operations and performance expectations.
  • Balanced organizational and employee needs when developing fair and equitable human resources policies.
  • Revitalized business plans and realigned company objectives to increase overall profits.
  • Built relationships with strategic partners leading to business development opportunities.
  • Devised strategic improvements to resolve issues and spearhead necessary operational updates.
  • Formulated and launched marketing and promotional campaigns to maximize profits.
Education and Training
Expected in 05/2016 to to MBA | Business Administration And Management Texas Woman's University, Houston, TX, GPA:
Expected in 08/2013 to to Master of Science | Healthcare Administration Texas Woman's University, Houston, TX, GPA:
Expected in 05/2009 to to Bachelor of Science | Healthcare Administration Texas Southern University, Houston, TX GPA:

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Resume Overview

School Attended

  • Texas Woman's University
  • Texas Woman's University
  • Texas Southern University

Job Titles Held:

  • Business Change Manager
  • Senior Director of STAR+PLUS
  • Government Business Manager (LTSS)
  • Executive Director


  • MBA
  • Master of Science
  • Bachelor of Science

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