Accomplished
leader in Pharmacy Benefit Management responsible for client facing product
development, new client implementations, and client renewals. Extensive operations leadership in all facets
of Pharmacy Benefit Management and Health plan benefits. Successful agency sales and telemarketing
leadership expertise. Significant experience in leading high
performing, process improvement teams in the healthcare industry.
Skills
Leadership development
Strategic business planner
Goal oriented
Active 240 - Life, Health and Variable Annuity license
Specialize in retiree healthcare and financial planning
Accomplishments
Expanded the employer group waiver plan business by 75% while maintaining 93% rate of customer retention.
Grew the broker and agency partnerships from two agencies to seven strategic broker relationships in ten years.
Earned the Presidents award at American Express, and Express Scripts for excellence in service and product improvements.
Experience
Senior Director, 2009 to 10/2016 Avison Young – Minneapolis, MN,
Responsible
for individual prescription drug plans, and employer group waiver plan product
development and management. (Oversight
for 2.7 million retiree lives)
Oversight
for all operational functions supporting client and individual products.
Represented Express Scripts in client forums
and in best and final sales presentations.
Actively engaged with high profile client implementations to ensure
seamless onboarding of new retirees. Oversight
for all agency and broker related sales.
Senior Product Manager, 09/2006 to 10/2008 Amazon.Com, Inc. – Fife, WA,
Responsible for the account management of several National and Labor Union clients.
Ensure client satisfaction is maximized with timely issue resolution, and providing accurate product subject matter expertise.
Actively triage every aspect of the Medicare Part B, Part D, and Specialty drug experience with the clients, which included enrollment and eligibility processing, reporting, service, strategic planning, compliance guidance, training, installation, and operational support.
Marketing and Compliance Leader, 06/2002 to 08/2006 Wellpath – Waycross, GA,
Recruited to manage a staff of telemarketing sales agents, and management team responsible for direct to consumer business, including small group sales - size 1-50, individual under, and over 65 consumer health, Part D, and ancillary sales.
Responsible
for the leadership of service delivery process improvements for the individual
consumer sales market.
Improvement
initiatives implemented included improved sales channel integration,
streamlined medical underwriting guidelines, and improved contract automation
in the individual market.
Senior Project Consultant, 1998 to 10/2000 Akzo Nobel N.V. – Pontiac, MI,
Responsible
for Health Options, Inc. accreditation and compliance standards for Centers for
Medicare and Medicaid Services, and National Center Quality Assurance for
Member Rights and Responsibilities for managed care plans
Product oversight for all HMO, PPO, dental,
vision and long term care products.
Grievance Coordinator , 02/1996 to 10/1997 Blue Cross Blue Shield Of Florida – City, STATE,
Responsible
for direct to consumer coordination and compliance of regulatory guidelines as
directed by Centers for Medicare and Medicaid Services, and National Center
Quality Assurance standards for Health Options, Inc.(HOI), Member Rights and
Responsibilities standards.
Transitional Customer Service Representative , 01/1995 to 01/1996 Blue Cross Blue Shield Of Florida – City, STATE,
Accountable
for delivering accurate and timely information regarding benefits, contract
coverage, and policy decisions direct to consumers and business decision
makers.
Senior Fraud Prevention AnalystAssistant Team Leader, 10/1988 to 1995 American Express – City, STATE,
Assistant Team
Leader responsible for recruitment, coaching, development, and training on
product and technical fraud prevention tactics
Supervisor, 04/1987 to 09/1988 Memorial Medical Center Telephone Service Center – City, STATE,
Supervised "Self - pay" Collectors for the Medical Billing Department.
Accountable for all monitoring, coaching, and forecasting of staffing volumes.
Account Representative, 05/1986 to 04/1987 Barnett Recovery Center – City, STATE,
Actively followed a portfolio of greater than $1 million in delinquencies to final resolution through personal depositions, garnishments, and levying of assets.
Education and Training
Masters of Healthcare Management: , Expected in December 2003 University of Phoenix - , GPA:
Bachelor of Business Administration: Finance, Expected in May 1986 University of North Florida - Claireville, Fl GPA: Finance
Six Sigma e-Yellow Belt certification through Breakthrough Management, Inc.: , Expected in December 2004 - , GPA:
Skills
Account / Client Management
Vendor Management
Medicare, Medicaid and Healthcare Reform expertise
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School Attended
University of Phoenix
University of North Florida
Job Titles Held:
Senior Director
Senior Product Manager
Marketing and Compliance Leader
Senior Project Consultant
Senior Project Consultant
Grievance Coordinator
Transitional Customer Service Representative
Senior Fraud Prevention AnalystAssistant Team Leader
Supervisor
Account Representative
Degrees
Masters of Healthcare Management
Bachelor of Business Administration
Six Sigma e-Yellow Belt certification through Breakthrough Management, Inc.
