Schwäbisch Gmünd, Baden-Württemberg, Germany
As a senior executive in the insurance industry with more than 15 years of experience in heading up an enterprise division and a proven track record in accelerating operational excellence, I thrive on the challenge of leading staff and leading change. Committed to further advancing the customer-centric orientation inside our organization, I have been focusing on enhancing the patient journey via digital solutions such as electronic patient files or e-prescriptions as one of my main priorities. Another top priority remains the continuous improvement of the supply of medicines and customized care, for instance running the innovation-fund project “AdAM” aimed at the reduction of interactions in pharmacotherapy. Deriving enormous satisfaction and inspiration from working closely with colleagues, partners/stakeholders – in both national and international contexts – I have always placed special attention and importance on helping team members develop their skills in establishing new processes and services – with agility having proven a key factor in driving innovation.
Managing all health care services and reimbursement processes located in 12 health care service centers all around Germany Overseeing and further advancing process automation - rule-based and used by data science (e.g. up to 60 percent auto-rate in reimbursement processes) Accelerating the expansion of the telematics infrastructure (TI) and pathway-based services, in particular by driving the implementation of digital solutions (such as: telemedicine journey of “Teledoktor”)
Set up and led 15 service centers with a special focus on developing and improving customer service management/CRM and accounting processes resulting in more than 25% operational savings Supported the development of projects for integrated care and health services research (e.g. mental health issues, optimizing outcomes of stroke unit patients) resulting in the rollout of cutting edge products Responsible for Digital Health Services (e.g. introduction/ supervision of implementation of an app-service for early diagnosis of CRC/ colorectal cancer) further extending and enhancing our product portfolio
Created a framework of procedures and organizational structures for managing patients affected by chronic disease/ multimorbidity (e.g. mental health conditions, diabetes) to provide our services to our customers in a more effective and timely manner Redesigned approaches and products to further engage and support companies in corporate health management (customized corporate health reports/reporting systems) Member of board of a corporate restructuring project aimed at centralizing all services and cost management activities/structures to both advance cost optimization and efficiency as well as quality and delivery of care
Conceived and introduced new products and services for assured clients (appointment-scheduling for outpatient care/ outpatient appointment scheduling, bonus programs encouraging healthy living, insurance tariffs designed to incentivize cost optimization ) resulting in advanced product and sales management structures and a significant increase in customer acquisition/satisfaction Responsible for managing relationships with multiple care providers Redesigned accounting processes for hospitals and outpatient care (digitization of the reimbursement process of hospital invoices resulting in substantially higher savings)
Responsible for customer relationship management and the interaction with clients and stakeholders Redesigned customer complaint management system (improvement of corporation-wide helping telephone hotlines) Developed action plans for TQM-Audits