Scott Svendsen
Consultant at Anthem- Claim this Profile
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Bio
Credentials
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SAFe Agilist Certification Certification
Scaled Agile, Inc.Jan, 2020- Oct, 2024 -
Six Sigma Black Belt Certifcation
GE
Experience
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Anthem
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United States
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Insurance
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700 & Above Employee
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Consultant
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Aug 2020 - Present
Improve Medicare member customer service experience through IVR and service desktop enhancements.• Delivered new member outreach call campaign reducing Medicare disenrollment and cancelations by 30%.• Implemented customer service speech triggers increasing member enrollment in healthcare programs by 22%.
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Anthem
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United States
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Insurance
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700 & Above Employee
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Solutions Engineer Executive Advisor
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2018 - 2020
Directed activities of 350 people across large and complex matrixed organization. Developed recommendations for senior leadership around budget, scope, project, and delivery issues.• Delivered IT changes to all web portals, IVR, and customer service systems required to migrate 18K customers with 6.5M members from 5 legacy platforms to 1 new state-of-the art claims platform. Migration spanned across 14 States, including large and complex customers (IBM / Verizon / Home Depot). Cost savings of $450M over 5 years.• Administered $38M multi-year budget, ensuring targeted budget goals were met, conducted financial performance reviews with senior leadership, managed financial impacts from project changes, and achieved budget reductions through contract / labor changes.• Partnered with account management teams during client RFP processes, validating current IT capabilities to meet client requirements; worked with IT and business to design and build any required changes.• Resolved 100% of all critical customer service issues in under 5 business days, preventing customer abrasion by partnering with leadership across impacted areas and ensured engagement to identify root cause of issue for needed solutions.
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Army National Guard
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United States
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Armed Forces
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700 & Above Employee
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Sergeant
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2011 - 2019
Led 8 soldiers, including performance reviews, task assignments, and career development.
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UnitedHealth Group
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Hospitals and Health Care
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700 & Above Employee
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Manager, Advisory Services
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2016 - 2018
Established digital transformation strategy for clients concentrating on improving member and provider communications by increasing adoption of digital engagement solutions.• Decreased provider fax submissions by changing provider incentives, digitizing high cost paper processes and replacing outdated internal fulfillment solutions; cost savings of $14M per year.• Reduced pended and adjusted claims cost overruns ($8M annually) for a client by wrapping PEGA solution around outdated claims system; implementation improved processing times, inventory backlog, late payment penalties and staff cost overruns for cost savings of $20M over 5 years.• Recommended and implemented capability enhancements, end-to-end value stream implementations, process improvements, system migrations and digital transformations which generated financial success for clients.
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Blue Cross NC
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United States
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Insurance
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700 & Above Employee
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Manager of Business Architecture
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2013 - 2016
Established business analyst, business architecture, business value measurement, and portfolio management capabilities in PMO to ensure enterprise projects aligned with business goals. Managed 13 business architects and departmental budget of $2M.• Implemented new PMO capabilities to support a $200M enterprise portfolio, allowing senior management to make better strategic decisions by rapidly translating complex strategic initiatives into conceptual solutions.• Created enterprise risk portfolio visualization tool, allowing senior leadership to identify and mitigate portfolio risks impacting strategic goals, KPIs, financial projections and Net Promoter Scores (NPS).• Awarded Blue Cross and Blue Shield of NC highest performance award for creating new business interaction modeling approach which mapped all inputs and outputs for IT systems, organization units and vendors.
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Team Leader & Business Solutions Architect
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2012 - 2013
Managed 11 business analysts, including performance reviews, task assignments, and career development.• Led entire IT program initiative to deliver all RFP changes required for company’s largest customer (600K members, $110M revenue, absorbed 10% of all administrative costs), resulting in a 3-year contract extension.• Designed entire architectural solution to decouple a major client’s enrollment and fulfillment capabilities from 1 vendor to 5 vendors; received full support from senior leadership across all companies involved.
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Business Solutions Architect
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2012 - 2012
Developed business cases and design solutions for all enterprise portfolio projects. Work included ROI analysis, organizational change impacts, vendor / system impacts, business process impacts, resource capacity planning, CBA analysis, IT architecture analysis, and providing multiple solution options for senior leadership.• Lowered operational costs of company’s network management area by implementing new claim-pricing engine, contract management system, and provider information management system. Cost savings of $5M annually.
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Enterprise Business Analyst
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2007 - 2012
Ensured the success of large-scale application deployments by managing business requirements, identifying and resolving complex issues, ensuring successful user acceptance testing, and driving organizational change.
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Various Companies
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United States
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Business Consulting and Services
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400 - 500 Employee
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Additional Relevant Experience
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2006 - 2006
ROBERT HALF, Raleigh, NC, Project Analyst – Client North Carolina Rate BureauTEK SYSTEMS, Durham, NC, Business Analyst – Client GlaxoSmithKlineDIGITAL HEALTHCARE, Cambridge, UK, (Madison, WI Office), Product ManagerDEAN HEALTH PLAN, Madison, WI, Software EngineerGENERAL ELECTRIC, Stamford, CT, Information Management Leadership Program Associate
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Education
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UNC Kenan-Flagler Business School
MBA, Strategy and Leadership -
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Clarkson University
M.S., Information Technology -
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Clarkson University
B.S., Information Systems and Technical Communications
Community
