Migration Manager Resume Example
Migration Manager who lead the Client Services Operations Pharmacy team in the successful implementation of new and renewing clients on the Express Scripts Claims Platform. Additionally, handled resolution of client pharmacy issues and management of changes to client benefit plans upon renewal. Highly managed and communicated forecasted volumes and capacity for the assigned implementation book. .
· Natural leader and motivator of teams working under pressure · Excellent communicator · Skillful manager of client relationships | · Adept at multitasking and functioning in a matrix business environment · Highly skilled at designing and implementing procedures and process improvement strategies · Extensive experience in identifying and quickly addressing emerging issues |
Knowledge
- Extensive knowledge of legacy Cigna Product portfolio as well as new products that are being rolled out by Cigna/ESI
- Knowledge of eSD and Benefits Explorer
Project Management Responsibilities
- Responsible for migrating Cigna Commercial Book of Business, approximately 16900 account and 1 Million lives
- Migration Manager possessing comprehensive knowledge of managing teams through day to day responsibilities and providing executive level communications for escalated issues
- Create a strategic business plan aligned with wave strategy that meets the operational needs of the claims transition team
- Work with Pharmacy Implementation Managers aligned to each wave to ensure all clients included in each wave are implemented accurately and timely
- Support the Migration Wave Strategy by developing SOPs, becoming a trusted advisor, and providing consultative services on reimplementation
- Create solutions that support internal partner teams as they address client issues, risk points and client requirements
- Developed a process to ensure intent around Client Specific Network benefits was set up accurately. This process decreased the number of post go live issues by 100%
- Created a process to ensure intent around Clinical benefit set up was communicated clearly upon account prebuild. This process decreased the number of pends by 80%
Operational Responsibilities
- Through the daily inventory process, prioritize work across staff based on project deliverables and criticality of requirements
- Accurately forecast inventory volume and communicate forecast with management for proper planning across the Pharmacy Operations business areas
- Track and manage progress of overall wave and ensure 90 % of New Business accounts have access to care for their monthly go live
- Document risks, issues and decisions related to the reimplementation
- Assist Pharmacy Implementation Managers in resolving process and/or system issues
- Facilitate status meetings
- Escalate issues faced by the implementation and install teams
- Provide timely progress reports to leadership around the Waves
- Provide Implementation Teams oversight to meet client expectations and business metrics for all pharmacy client reimplementation, and report issues in an executive summary format
- Managed pharmacy account installation for an assigned book of business for clients within the National and O500 segments
- Partnered with Account team to obtain critical information necessary for account set-up
- Act as a pharmacy benefits expert and consults with Sales on benefits as needed
- Served as internal liaison for all functional teams during case installation to resolve issues
- Provided expert content/professional leadership on complex Client Services assignments/projects
- Overseeing resolution of account level issues impacting customer
- Provided client support in the areas of service, maintenance and penetration
- Served as a functional leader providing guidance and expertise to more junior members
- Made on-site presentations to existing and prospective clients to educate and inform matter expert
- Serve as Team Leader during installation
- Oversee all aspects of the entire client installation
- Identify and document client requirements in the Benefit Administrator Tool in order to create the client installation report.
- Manage documentation of installation issues and risks in the BA tool
- Manage risk point escalation
- Manage post-installation issue resolution
- Manage the QA processes for Book of Business from start to finish. Include being involved in Release and major project planning meetings, requirements review sessions as needed, QA procedure verification, QA defect tracking, reporting and escalation in support of successful Book of Business releases implementations
- Provide one focal point of contact to and from the Centralized QA Organization in various meetings and Teams as needed to ensure all QA activities, issues, concerns, and field testing coordination is facilitated to support the implementation and success of the project, including product implementation
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Resume Overview
School Attended
- University of Delaware
Job Titles Held:
- Migration Manager
- Pharmacy Implementation Manager
- Implementation Manager
- QA Process Manager
Degrees
- Bachelor of Science in Nutrition and Dietetics
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