Dallas-Fort Worth Metroplex
Senior manager with 18+ years of progressive experience overseeing operational development to maximize organizational growth throughout project lifecycle. Adept at managing resources and communications across projects to guarantee deliverables align with goals and objectives. Excels at strategic decision making to ensure effective budgeting, scheduling, and program execution. Collaborative leader with the ability to analyze business requirements, design and execute key initiatives, and facilitate change requests to deliver on project milestones. ● Project Management ● Training & Development ● Process Improvement ● Public Speaking ● Program Management ● Budget & Expense Management ● System Implementations ● User Acceptance Testing ● Vendor Relationship Management ● Change Management ● CRM Software ● Requirements Documentation
Led high performing, cross-functional, multi-disciplined team in launching implementations with accountability for operations, quality, customer service and success of assigned clients and strategic alliances. Aligned team goals with corporate objectives to achieve project milestones on schedule and under budget. Interfaced with clients to establish and cultivate relationships, drive progress and ensure timely resolution of risks and issues • Oversaw 400 successful implementations representing 4.98M lives, generating revenue of $17.4M in one year • Directed and mentored 7-10 direct reports by facilitating HR duties, teaching project management fundamentals, standardizing tools, delivering training, providing performance coaching, and developing goals • Created SOPs and Voice of the Customer survey to enhance processes and maximize deliverable outputs • Delivered Implementations process and lifecycle presentation to potential clients
Implemented Harmony case management system to administer the Medicaid Texas STAR Kids waiver program for MCOs. Partnered with designated organization to understand current processes and future needs, gathered requirements and developed business analysis documents, configuration workbooks and system mapping, translated client needs into functional workflows aligned with system capability, conducted functional validation and review sessions and prepared client for system and operational Readiness Reviews with the State of Texas • Configured software based on requirements and processes to support approximately 9,000 Medicaid members • Created test scripts, conducted User Acceptance Testing to validate configuration, documented outcomes, reviewed failures and implemented fixes • Developed training materials and facilitated Train the Trainer training for internal users and external vendors • Managed Salesforce escalation and issue resolution process
Led enterprise-wide process improvement initiatives and project implementations, facilitated creation of current and future process maps, conducted analyses to identify gaps and requirements, captured best practices, defined appropriate process metrics, delivered post-implementation assessments and provided education around business process improvement methodology. Managed BPI website, centralized WellCare process map repository, Intake process and resource planning and determined standard deliverables. Served as HIPAA Privacy Advocate for Shared Services group • Coached and mentored Process Analysts, provided issue resolution and delegated assignments • Drove process optimization for mailroom by managing new vendor integration, identifying and eliminating waste, reducing expenses by 24% and collaborating on process improvements to increase efficiency • Managed effort to reduce Provider End to End Contracting timeframe 36% by implementing SLAs, eliminating duplicate steps and developing a consistent process to be used across all markets in order to reduce and eliminate provider abrasion • Facilitated FY 2015 capital planning to support forecasting and resource allocation for Operations organization with a $59 million annual budget and 1,400 associates
Facilitated transformation initiatives, provided consultative guidance on process improvement solutions, partnered in developing team process methodology, prepared and delivered presentations to management teams and associates, assisted with the institution of standard tools and templates, conducted research, developed implementation plans and cultivated relationships with senior leaders and business partners. • Managed effort to reduce returned mail by pinpointing excess postage spending, reviewing data capture process, eliminating unnecessary inventory, ensuring compliance adherence and appropriate expense allocation • Initiated creation of Enterprise Prioritization Process by identifying key company processes and functions, assessing current state and focusing on critical needs in order to initiate transformation to support approximately 6,000 employees • Led benchmarking effort to measure current maturity level of ePMO based on the Capability Maturity Model Integration, performed analysis and provided recommendations for progress • Created strategic roadmap to ensure alignment to departmental goals, provide governance and oversight, establish process standardization and mandate compliance
Managed client implementations supporting population health management and improving quality of care and affordability. Interfaced with clients to establish and cultivate relationships, drive progress and ensure timely resolution of risks and issues. Developed work plans, maintained comprehensive risk management issue log, ensured adequate resource staffing, identified cross-dependency project impacts and directed internal projects • Facilitated delivery and execution of client chosen managed services solutions • Assisted in defining PMO tools and process of delivery to ensure consistent experience for clients • Provided project management guidance to work stream leads