Improved Approval Processing Time by 50%, Workflow Implementation:
Implemented a New Technology Platform in Support of the Request for Capital Expenditure Process for a Large Research-based Biopharmaceutical.

Zero Backlog on Reconciliations, Medicare Advantage Process Improvement:
Process Redesign and Technology Enablement for a paperless enrollment and underwriting workflow for a Large, East Coast Healthcare Payer.

Increased Enrollment by 34%, ACA EDI Implementation:
Implemented Electronic Data Interface (EDI) capabilities in Support of the Affordable Care Act for a Western US Healthcare Payer.

Reusable Strategic Decision Framework, Outsourcing Strategy:
Process Redesign and Technology Enablement to Create a Cost-Effective and Value-Generating Captive Processing Center for a $1B Provider of Individual and Small Group Healthcare.

Improved Business Processes Enrollment Process Improvement, Large Health Insurance Company in Illinois:
Process Redesign and implementation of new contract processing and large group enrollment for a Large, Chicago-based Health Insurance Company.

Reduced Data Entry by 50%, Healthcare Process Improvement:
Integrated people, processes, and technology redesign solution for the Group Enrollment and Administration process at a Large Health Payer.

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.

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 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:
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).

Streamlined Annual Conference Planning + Execution, Annual Meeting Process Improvement and Implement:
Process Redesign and implementation for an Association of Medical Professionals, a national association that supports its member’s ability to practice their specialty through education, research, and advocacy.

Reduced Processing Time by 20%, Sales Process Redesign:
Designed and Implemented new sales support tools and training materials for a Midwest-based Provider of Non-Standard Auto Insurance.

$200M Savings over 5 Years, Commercial Lines Process Redesign:
Process Redesign and implementation of core submission to issue process for a Large Commercial Lines Property & Casualty Carrier.

Single, Cohesive, CRM Strategy CRM Strategy:
CRM Strategy Design

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 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.

Documented Business Continuity Plan, Business Continuity Strategy and Implementation:
Business Continuity Plan for process and technology at a Large Life Insurance Company

State-of-the-Art Social Services, Customer Service Implementation:
Designed and Implemented a State-of-the-Art Customer-servicing Information and Referral Service for The Department of Human Services for one of the largest U.S. metropolitan areas

Improved Donor Information, CRM Software Selection:
CRM Evaluation and Software Selection for a Non-Profit public media radio and TV station with over 2 million listeners and viewers.

Reduced Operating Cost, Higher Member Retention, Service Delivery Model Development and Implementation:
Service delivery and operating model definition project for a Non-Profit Media Organization.

360 View of the Constituent, CRM Strategy and Software Selection:
CRM Evaluation and Software Selection for a Non-Profit public media radio station.

Data-Driven Service Approach, Member Service Process Improvement:
Process Redesign for a Customer Service unit in an International Professional Society

Improved Self Service, CRM Evaluation, Software Selection, and Implementation:
CRM Evaluation, Software Selection, and Implementation

RPA within the Finance Function of a large Healthcare Payer:
Process Optimization to identify low-cost automation opportunities within the Finance function of a large Healthcare Payer.

Annual Savings of $3M - $5M, Forecasting Strategy and Implementation:
Implementation of a global, product-based forecasting tool for an $800M division of a $9B Provider of Equipment and Services to the Energy Industry.

Cohesive and Integrated Implementation, Outsourcing Management Strategy and PMO:
Process Redesign and Change Management for an Electricity and Natural Gas Provider. The first nationally branded provider of electricity and natural gas to residential and small commercial customers in the United States.

Increased Sales + Website Impressions, IT Strategy and implementation to Capture Market Share:
IT Strategy and implementation to capture market share for the Largest National Provider of Prepaid Cellular.

Customer-focused IT Organization Structure, IT Strategy and Implementation:
IT Strategy for an International Tire Manufacturer.