Experience

Injured Workers Pharmacy

• United States
• Pharmaceutical Manufacturing
• 100 - 200 Employee

• Senior Director, Patient and Payer Relations

  • Apr 2020 - Present

• Director Patient Support Operations

  • Apr 2018 - Apr 2020

• Senior Manager of Enrollment and Verification

  • Sep 2017 - Mar 2018



Anthem

• Management Consulting
• 1 - 100 Employee

• Manager II Customer Service

  • Dec 2016 - Aug 2017

  • Lead and manage a team of 38 customer care representatives and 3 supervisors • Enhance workflow and develop policies and procedures to meet SLA’s • Primary contact for Customer Service to train and communicate on policy, government and contract changes • Mentor and develop supervisors • Key contact for third party vendors such as CVS Caremark, Smart Shopper, SilverScripts • Monitor audits for Customer Service maintaining departmental and Massachusetts regulatory goal of 98%… Show more • Lead and manage a team of 38 customer care representatives and 3 supervisors • Enhance workflow and develop policies and procedures to meet SLA’s • Primary contact for Customer Service to train and communicate on policy, government and contract changes • Mentor and develop supervisors • Key contact for third party vendors such as CVS Caremark, Smart Shopper, SilverScripts • Monitor audits for Customer Service maintaining departmental and Massachusetts regulatory goal of 98% • Prepare specialized reports analyzing time to answer, trending, virtual automated system, and other key statistics of inbound and outbound call volume

• Manager Customer Service

  • Nov 2015 - Dec 2016

  • Supported GIC- Group Insurance Commission/ State of Massachusetts • Managed and developed 34 direct reports • Developed new communication strategy to improve customer relationships, resulting in a decreased amount of inbound calls due to mailings • Handled escalated incoming calls from clients, members and providers • Resolved complex situations and maintained strong partnerships with members and providers • Enhanced the workflow process for inbound emails, creating a one… Show more • Supported GIC- Group Insurance Commission/ State of Massachusetts • Managed and developed 34 direct reports • Developed new communication strategy to improve customer relationships, resulting in a decreased amount of inbound calls due to mailings • Handled escalated incoming calls from clients, members and providers • Resolved complex situations and maintained strong partnerships with members and providers • Enhanced the workflow process for inbound emails, creating a one stop shop for all of Customer Service while adding visibility for management into a single queue



athenahealth

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Manager

  • May 2015 - Nov 2015

  • Responsible for assisting client with outstanding Accounts Receivable – major accomplishment with a key facility, was identifying $2.2M in revenue that was not being processed – resulting in a huge win for the client and athena • Reviewed monthly key metrics with C level Executives – including but not limited to Account Receivable, Accounts Payable, efficiency of providers during the exam pieces with a patient and the checkout process – two key elements to getting the provider paid faster… Show more • Responsible for assisting client with outstanding Accounts Receivable – major accomplishment with a key facility, was identifying $2.2M in revenue that was not being processed – resulting in a huge win for the client and athena • Reviewed monthly key metrics with C level Executives – including but not limited to Account Receivable, Accounts Payable, efficiency of providers during the exam pieces with a patient and the checkout process – two key elements to getting the provider paid faster from the insurance carrier • Identified upsell opportunities for athena products & services; work w/Sales to track operations and help facilitate &/or guide the sales process per quota • Presented workflow opportunity and training to providers and medical staff that were not using athenaNet to the best of their advantage • Established and facilitated regularly scheduled meetings with assigned clients to discuss key success metrics • Developed and maintained an understanding of best practices to use in coaching my clients to success • Primary clients included large hospitals in the South/Midwest Region working with C level executives and 50+ providers per account. Responsible for nurturing an ongoing partnership • Partnered with internal Tech team to roll out new enhancements request for each client – acting as the key stakeholder in making sure the clients requests are rolled out in a timely manner Show less • Responsible for assisting client with outstanding Accounts Receivable – major accomplishment with a key facility, was identifying $2.2M in revenue that was not being processed – resulting in a huge win for the client and athena • Reviewed monthly key metrics with C level Executives – including but not limited to Account Receivable, Accounts Payable, efficiency of providers during the exam pieces with a patient and the checkout process – two key elements to getting the provider paid faster… Show more • Responsible for assisting client with outstanding Accounts Receivable – major accomplishment with a key facility, was identifying $2.2M in revenue that was not being processed – resulting in a huge win for the client and athena • Reviewed monthly key metrics with C level Executives – including but not limited to Account Receivable, Accounts Payable, efficiency of providers during the exam pieces with a patient and the checkout process – two key elements to getting the provider paid faster from the insurance carrier • Identified upsell opportunities for athena products & services; work w/Sales to track operations and help facilitate &/or guide the sales process per quota • Presented workflow opportunity and training to providers and medical staff that were not using athenaNet to the best of their advantage • Established and facilitated regularly scheduled meetings with assigned clients to discuss key success metrics • Developed and maintained an understanding of best practices to use in coaching my clients to success • Primary clients included large hospitals in the South/Midwest Region working with C level executives and 50+ providers per account. Responsible for nurturing an ongoing partnership • Partnered with internal Tech team to roll out new enhancements request for each client – acting as the key stakeholder in making sure the clients requests are rolled out in a timely manner Show less



ISO Claims Partners (formerly Crowe Paradis)

• Assistant Vice President Service Solutions

  • Jun 2014 - Mar 2015

  • Member of leadership team responsible for shaping and executing company strategy and vision • Responsible for identifying and deploying technological solutions that align with organizational goals and objectives • Collaborate with Business Technology team to develop capabilities roadmap and architecture for technology projects • Champion business initiatives focused on improving productivity, realizing synergies and delivering enterprise objectives • Partner with New Business… Show more • Member of leadership team responsible for shaping and executing company strategy and vision • Responsible for identifying and deploying technological solutions that align with organizational goals and objectives • Collaborate with Business Technology team to develop capabilities roadmap and architecture for technology projects • Champion business initiatives focused on improving productivity, realizing synergies and delivering enterprise objectives • Partner with New Business Development team to launch new products ideas and accelerate company growth • Set staff priorities and focus on organizational development, training and development

• Director, Account Services

  • Jan 2010 - Jun 2014

  • Directed Account Service team operations; ensured the timely execution and processing of service files • Partnered on cross-functional teams in charge of launching key business initiatives including a new production system • Streamlined and re-engineered existing business processes to enhance productivity and drive operational efficiencies • Developed and managed annual revenue targets, key performance metrics and strategic goals • Authored and presented quarterly operational… Show more • Directed Account Service team operations; ensured the timely execution and processing of service files • Partnered on cross-functional teams in charge of launching key business initiatives including a new production system • Streamlined and re-engineered existing business processes to enhance productivity and drive operational efficiencies • Developed and managed annual revenue targets, key performance metrics and strategic goals • Authored and presented quarterly operational results for internal Board of Director packages • Oversaw the management and professional development of team; provide timely feedback on performance

• Senior Account Services Manager

  • Jan 2009 - Jan 2010

  • Oversaw front-end operations including client intake processes, data management and case distribution • Maintained strong lines of communication and alignment between the Sales team and Account Services team • Utilized deep knowledge of industry trends and expertise in company product lines to upsell products to clients • Provided daily and monthly reporting on business trends, key performance indicators (KPI’s), and adherence to goals • Managed and developed 3 managers and 21… Show more • Oversaw front-end operations including client intake processes, data management and case distribution • Maintained strong lines of communication and alignment between the Sales team and Account Services team • Utilized deep knowledge of industry trends and expertise in company product lines to upsell products to clients • Provided daily and monthly reporting on business trends, key performance indicators (KPI’s), and adherence to goals • Managed and developed 3 managers and 21 indirect reports; created motivating and goal oriented environment

• Account Services Manager

  • Apr 2008 - Jan 2009

  • Responsible for incoming referrals, administration functions and converting client referrals into revenue opportunities • Established and cultivated relationships with clients and built strong partnerships with sales organization • Managed pending reports to convert referrals into revenue generating products • Managed 18 direct reports; set performance expectations and provided quarterly and annual evaluations

• Manager of Administration

  • Jan 2007 - 2008

  • Provided executive administrative and operational support for CEO and VP of sales • Maintained thorough understanding of organizational mission, business priorities and strategic plans • Developed travel itineraries, managed expense reporting, and maintained executive schedules • Managed key strategic vendor relationships with Shred it and Fed Ex • Oversaw two direct reports • Provided executive administrative and operational support for CEO and VP of sales • Maintained thorough understanding of organizational mission, business priorities and strategic plans • Developed travel itineraries, managed expense reporting, and maintained executive schedules • Managed key strategic vendor relationships with Shred it and Fed Ex • Oversaw two direct reports



Globalware Solutions

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Account Manager

  • Sep 2006 - Jan 2007

  • Responsible for the fulfillment of client shipping requests through the coordination of customer-owned and GWS goods • Interacted with customers on work orders, status updates, price quotes, and expected turnaround times • Assigned purchase order numbers and input specifications of incoming shipments into system • Verified vendor shipments met customer specifications; monitored orders to ensure adherence to delivery dates • Maintained billing records and reconciled with… Show more • Responsible for the fulfillment of client shipping requests through the coordination of customer-owned and GWS goods • Interacted with customers on work orders, status updates, price quotes, and expected turnaround times • Assigned purchase order numbers and input specifications of incoming shipments into system • Verified vendor shipments met customer specifications; monitored orders to ensure adherence to delivery dates • Maintained billing records and reconciled with accounting department on a monthly basis • Processed weekly component inventory and finished goods reports; posted to external source visible to clients

• Account Manager Administrator

  • Jul 2005 - Sep 2006

  • Assisted team of five account managers with operations and revenue driving initiatives • Interfaced and engaged clients to verify accuracy of system information • Maintained a 24-hour turnaround commitment on approval for clients’ proofs

• Quality Assurance Inspector

  • Apr 2005 - Jul 2005

  • Maintained operational excellence and achieved100% accuracy rate on shipping clients’ orders • Worked with quality team to streamline and improve inspection process • Assisted in updating documentation for quality control policies and procedures



J and M Subs

• United States
• Restaurants

• Manager

  • Jun 2001 - Jan 2005

• Counter Employee

  • Aug 1997 - Jun 2001