Single, Cohesive, CRM Strategy CRM Strategy

CRM Strategy Design

Integrated Process + Technology Training, Change Management and Communication Plan

Led the Change Management to replace a site, property, and people database for a research-based biopharmaceutical

GASB Publishes Implementation Guide 2023-1

FASB Issues New Chapter Of Its Conceptual Framework: The Reporting Entity

Increased First Call Resolution, Customer Service Process Improvement

Process Redesign for the customer service unit in a Medicare Advantage division of a Large, East Coast Healthcare Payer

Improved Processing Time by 50%, Small Group & Individual Process Improvement

Process Redesign and Technology Enablement for a paperless enrollment and underwriting workflow for a Large, East Coast Healthcare Payer

Consistent Approach to Call Handling, Customer Service Strategy and Implementation

Developed and Implemented a New Customer Service Delivery Model for a National Provider of Affordable, Comprehensive Health Plans

Clear Business Case for Project Approval, Enterprise Project Planning Strategy

Created Structure and Discipline around a long-term Enterprise Planning Project for a $1B Small Group and Individual Healthcare Payer

Improved Product Development Time by 25%, Program Business Process Redesign

Process Redesign and implementation for a $1.5B Underwriter of Specialty and Program Property & Casualty Insurance

New Process in 90 Days, Underwriting and Premium Accounting Redesign

Process Redesign supporting Carrier POS and Premium Accounting for a $400M Provider of Non-Standard Auto Insurance

Improved Renewal Retention by 15%, Personal Lines Process Standardization

Implemented an Integrated Process, People, and Technology Solution for a $300M Provider of Non-Standard Auto Insurance

Improved FCR by 10% in First Month, Customer Service Process Improvement

Process Redesign for a customer service unit in a Large, East Coast Healthcare Payer

Improved Speed by 50% and Accuracy by >65%, SBC Process Design and Implementation

Process Redesign and Technology Enablement for SBC compliance in a Large, East Coast Healthcare Payer.

99% Claims Payment Accuracy, 98.5% Procedural Accuracy, Outsourcing Strategy and Implementation

Process Redesign and Change Management to define a flexible, scalable workforce for an East Coast Healthcare Payer.

Over $20M in Year 1 Savings, Project Planning Consolidation

Operations Consolidation for a $25B Healthcare Payer

Net Benefit of over $13M over 5 Years, New Product Strategy and Implementation

Insurance Product: Realignment and Relaunch - Serving more than 1 million members on the east coast, this insurance company offers health insurance products in every consumer segment as well as providing claims management support for other large payers in the industry. Due to a lack of competitive dental products in the fully insured and self-insured markets, the organization was limited in its growth potential. Leadership recognized an opportunity to better serve and grow its medical customer base and looked for options to improve its medical and dental product offerings through; extending ancillary services, simplifying administrative tasks (single bill), and improving member experience (single ID card).

Improved Consistency in Process, Sales Operations Process Redesign and Implementation

Process Redesign for the sales operations of a $400M Provider of Non-Standard Auto Insurance

Implemented and Optimized Agency Model, New System Implementation and Training

Implemented an Agency Management System for a $700M Provider of Non-Standard Auto Insurance

Reduced Hold Times & Increased Speed-to-Answer, Customer Service Redesign in Non-Standard Insurance

Process Redesign for a customer service unit within a $400M Provider of Non-Standard Auto Insurance

FASB Issues Proposal To Clarify Accounting Guidance Related To Profits Interest Awards