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Director, Implementation Resume Example

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DIRECTOR, IMPLEMENTATION
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, 03/2016 to Current
Preventure, LLC – 2000 Nooseneck Hill Rd. Coventry, RI 02816
  • 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, 03/2014 to 04/2016
Preventure, LLC – 2000 Nooseneck Hill Rd, Coventry RI 02816
  • 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, 01/2012 to 02/2014
The Health & Wellness Institute, LLC – 291 Promenade St. Providence, RI 02908
  • Worked directly with the Sales Team representing implementation through the sales cycle and supporting conference 


RIte Care Program Manager, 06/1994 to 12/2004
Blue Cross & Blue Shield of Rhode Island – 500 Exchange St. Providence, RI 02903
  • 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, 01/2005 to 12/2012
Blue Cross & Blue Shield of Rhode Island – 500 Exchange St. Providence, RI 02903
  • Developed and rolled out new interventions.


Education
Bachelor of Science: Social Work, 1987
Rhode Island College - Providence, RI
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

Strenghtfinders
Achiever, maximizer,
Additional Information
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Resume Overview

Companies Worked For:

  • Preventure, LLC
  • The Health & Wellness Institute, LLC
  • Blue Cross & Blue Shield of Rhode Island

School Attended

  • Rhode Island College

Job Titles Held:

  • Director, Implementation
  • Director, Client Engagement
  • Implementation Manager
  • RIte Care Program Manager
  • HEDIS Primary Prevention & Community Manager

Degrees

  • Bachelor of Science : Social Work , 1987

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