Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Dedicated professional with over 25 years of operations and customer intimate experience in the healthcare and wellness industries. Resilient and results driven in the face of rapidly evolving technology and changing markets. Extremely results-oriented and proactive in addressing and resolving problems.
Skills
Client account management
Effective leader
Efficient multi-tasker
Project management
Staff training/development
Organized
Customer service-oriented
Exceptional interpersonal communication
Budget development
Conflict resolution
Deadline-oriented
Work History
Director, Implementation, 02/2016 to Current Icon – Cary, NC,
Spearheaded a year long cross-functional initiative to successfully migrate book of business from one technology platform to another.
Strengthened company's business by researching and implementing Smartsheets as the project management tool to standardize project plans, resource management and dashboard reporting.
Worked directly with internal department leads, senior management and clients to gather technical and non-technical requirements to successfully lead the implementation of 6 new clients in a 4 month period.
Leverage Salesforce for all client documentation, casework, reports and dashboards.
Assured company compliance with operational contract requirements and performance standards.
Created new revenue streams through identification of upsell opportunities during the implementation process.
Director, Client Engagement, 02/2014 to 03/2016 Morgan Stanley – Park City, UT,
Managed
a portfolio of 13 client wellness programs, approximately 33% of Employer Group
client revenue.
Responsible
for ensuring client satisfaction and retention by creating strategic alignment
across the operations team around corporate standards, process improvement and
service delivery.
Achieved 95% client retention and renewals
Reviewed
all programs and projects on an annual basis for refinement, product upsells
and introduction of new services.
·
Provided
business expertise and proactive leadership, motivating a highly-productive
team and building loyal client relationships through a thorough understanding
of client needs and indispensable service.
Participated
in strategic review of corporate goals and annual initiatives in conjunction
with senior leadership.
Hired, trained and supervised 3 Engagement Managers.
Implementation Manager, 2012 to 01/2014 The Health & Wellness Institute, LLC – City, STATE,
Worked directly with the Sales Team representing implementation through the sales cycle and supporting conference
RIte Care Program Manager, 05/1994 to 11/2004 Blue Cross & Blue Shield Of Rhode Island – City, STATE,
Responsible for compliance with all state and federal standards and requirements of the RIte Care contract. Successfully led annual audits and compliance minimizing corrective action for the company.
Ongoing review and analysis of administrative and cost utilization to monitor program performance and proactive recommendations.
Partnered with Finance Department for annual program financial forecasting, medical loss ratios and administrative expense rations.
Developed and implemented contract performance goals with various departments including Claims, Customer Service and Quality Management.
HEDIS Primary Prevention & Community Manager, 2005 to 11/2012 Blue Cross & Blue Shield Of Rhode Island – City, STATE,
Developed and rolled out new interventions.
Education
Bachelor of Science: Social Work, Expected in 1987 Rhode Island College - Providence, RI GPA:
Certification & Trainings
Smartsheet Certification - 2016
Preventure Six Sigma Lean Training - 2015
BCBSRI Green Belt Certification - 2012
BCBSRI Facilitation for Results & Conflict Management - 2010
Bryant University - Women's Institute for Leadership Certificate - 2002
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