Experience

Anthem

• United States
• Insurance
• 700 & Above Employee

• Business Change Director

  • Dec 2015 - Present



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior Business Consultant

  • Aug 2010 - Present

  Oversight of key Lights On processes to include group benefit issues, related financial impacts, and specific benefit audits to minimize memberdisruption and expedite resolution.Focus on systematic solutions, workflow documentation, and process improvement.



Express Scripts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director Service Delivery

  • Dec 2009 - Aug 2010

  Responsible for managing two service teams in Mason, Ohio and Plano, Texas through transition from Client Advocacy service model to Service Delivery model post acquisition of NextRx.



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director II Client Advocacy

  • Nov 2006 - Dec 2009

  Created a high touch service department to meet strategic objectives to develop parity between medical and pharmacy service models, increase client retention, and build bench strength within the PBM.Managed multiple sites in Mason, OH and Plano, TX delivering customized service to high priority clients with a mission to be a differentiating factor in the overall customer experience.Created a process improvement team to continually enhance PBM operations and member experience.Developed and presented corrective action plans to existing clients. Delivered presentations to prospective clients through RFP process.

• Director Customer Service

  • Sep 2003 - Nov 2006