Business Operations Executive offering a history of leading strategic and tactical business initiatives. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Highly efficient and organized with strong operational and technical background. Loyal and flexible employee, motivated by professional growth within the organization. Key leader with staff development. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
- Practice Operations Management
- Core Values Management
- Prospecting Skills
- Scheduling
- Staff Management
- Business Intelligence
- Account Management
- Key Performance Indicators
- Collaborative Leadership
- Market Research
- Sales
- Process Improvement
- Strategic Development
- Quality Management
Riverside, CA, 07/2015 - Current
- Leads Behavioral Health E2E client implementation staff responsible for implementing across Payer, Employer and Public Sector channels.
- Develops functional, market level, and/or site strategy, plans, production and/or organizational priorities.
- Responsible for participating as a leader and manager in the development of the organizations operating plans and for providing leadership as appropriate toward meeting those plans and objectives.
- Identifies and resolves technical, operational and organizational problems outside own team, removing roadblocks for team.
- Ensures projects are completed on time and in scope, meeting at risk metrics and NPS targets.
- Drive efficiencies in current processes to ensure we are meeting and exceeding productivity and quality benchmarks.
- Monitored progress and documented any patient health status changes, keeping healthcare team updated.
City, STATE, 07/2008 - 06/2015
- Operational director for Express Scripts’ largest Health Plan client (over 4 million lives).
- Lead the team responsible for servicing all operational aspects of the client; providing direct supervision and mentoring to team members to ensure overall quality of services and adherence to service standards.
- Directs the review of operations systems and procedures, and recommends improvements to increase efficiency within the organization.
- Drive and support key client and corporate initiatives with internal and external clients.
- Partner cross functionally with leadership and staff groups in Eligibility, Human Resources, Information Systems (IS) Service Delivery, and Specialty Pharmacy including a key role in staff development, retention, and hiring.
- Worked closely with organizational leadership, including board of directors, to strategically affect direction of operations.
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Strengthened relationships with current accounts through consistent and frequent communication.
City, STATE, 01/2004 - 01/2008
- Managed the Clinical Systems teams, bringing together five disparate applications with varying skills and create a cohesive working environment.
- Created a support team for Adjudication and Quality Services (AQS) Division that provides project support, business liaisons and administrative organization, providing direct support to the AQS Vice President
- Developed a functional support team that assisted in communicating IS issues to Account Management and that helps the development teams understand IS requirements for new clients.
- Led IS divisional and group strategy development, alignment with corporate and business strategies, and management of IS strategic programs.
- Managed IS governance operations, including decision authority, and coordination with corporate managerial and statutory governance.
- Ramped up team to represent IS in client finalist presentations.
- Built and oversaw a team of Business Analysts and Project Managers that integrate into the Project Management process, creating and implementing a training program to develop both roles.
City, STATE, 01/1994 - 01/2001
- Program Manager for implementation of one of the industry’s first Medicare Discount Card Programs.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Sr. Project Manager for consolidation of book of businessadjudication platforms from legacy organizations onto newly developed platform. Phase 1- 677 clients, 12 million lives, 11,000 benefits, Phase 2- 691 clients, 5 million lives, 2200 benefits
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
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School Attended
- Butler University
- Harlaxton College
Job Titles Held:
- Senior Director, Behavioral Health Client Implemen
- Director, Account Management Services
- Director, Information Systems
- Sr. Project Manager, Special Projects
Degrees
- Bachelor of Science
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