Experience

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  UnitedHealth Group

  • Franklin, TN

  • Vice President, CRM Business Architect

    • Nov 2016 - Present
    • Franklin, TN

    Over the past several years there has been a growing appetite within United Healthcare to develop an enterprise-wide solution to better engage our providers and partners. A CRM solution with this level of sophistication requires significant dedication from leadership supported by a detailed business and technical architecture roadmap. Although implementation will take several years to fully execute, it will ultimately help the health system work better and allow people to live healthier lives. As the CRM Business Architect I work closely with business line leadership to develop the CRM Roadmap and tactically work on the most important integrations first; presenting the company with the highest ROI.In parallel, UnitedHealth Networks has a Salesforce.com solution responsible for the provider advocate programs. This tool was developed without a clear strategy and lacked a repeatable process for new development. In the first three months at UHC, the team has implemented the Agile with SCRUM methodology and is delivering predictable high-value functionality in alignment with the larger CRM roadmap.

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  HCA

  • Director of CRM Deployment

    • Dec 2014 - Nov 2016

    The Customer Relationship Management (CRM) Department connects consumers and patients to clinicians, information systems, health resources and their own personal health records. This group is focused on creating a complete continuity of care for each and every patient we serve. As the Deployment Director, I manage a team of talented Implementation Managers and Project Managers that deliver the CRM solutions to our hospitals. I am also responsible for developing a cross functional Project Management Center of Excellence within the CRM group.- Direct the activities and productivity of the Project Managers- Ensure performance goals for Project Managers are set and met- Fulfill requests and meet expectations delegated by Group Presidents and Vice Presidents- Develop the Center of Excellence standards and processes across our department- Develop and maintain relationships across the entire enterprise with C-Suite Executives

  • CRM Program Manager

    • Oct 2011 - Dec 2014

    CRM Program Manager – The CRM program connects consumers and patients to clinicians, information systems, health resources, and their own personal health records. As the Program Manager, I managed a team of Sr. Project Managers and Project Managers responsible for delivering the CRM solution and other SalesForce.com solutions. • Established a Program Roadmap that organized the previously segregated project teams • Deciphered emerging technology trends and their impact on the CRM vision and strategy • Developed a program plan that was easy to track and follow for non-technical resources • Managed overall $29M program budget • Enabled the CRM Deployment team to communicate timelines to the fieldSr. Project Manager and Scrum Master – CareLink Enterprise was comprised of three sub projects: CareLink Product Enhancements, Contact Center Telephony Enhancements and development of a Business Object Universe, which reports the return on Consumer and Patient investments. • Managed $17M project budget to include twenty-five thousand hours of labor • Managed relationships with four different external vendors • Implemented Agile with Scrum within the HCA Project Management Center of Excellence • Mentored and Coached four different Project Manager Assistants • Developed the Contact Center Telephony Roadmap which revealed prioritiesSr. Project Manager and Scrum Master – Online Scheduling Hub project connects patients to a single interface to schedule appointments and follow-up appointments. It increased the number of HCA patient visits and therefore increased revenue. • Delivered the product using Agile with Scrum (first Agile project in HCA) • Implemented solution early and iterated with monthly releases • Solution connected two external companies using two different ETL products

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  AP Professional Services

  • Project Manager

    • Sep 2010 - Oct 2011

    Based on the “Meaningful Use” regulation for Electronic Health Records (EHR), the Agency for Persons with Disabilities was required to develop a Customer Central Record (CCR). The application allowed service providers the ability to enter critical information into a centralized repository. The application was developed in ASP.NET and uses SharePoint as its document collaboration and workflow tool.Project Manager/Coordinator• Revised previously collected business requirements and functional specs to match current Medicaid waiver guidelines and standards.• Integrated current iBudget Florida application development to synchronize with the CCR application.• Developed the statewide implementation plan and coordinated it with the iBudget Florida application rollout.The Agency for Persons with Disabilities (APD) developed a new HCBS waiver program which utilizes an individual budgeting allocation methodology with the initiative to allow for a cost containment of the $1.3B budget (iBudget Florida). A new information system was developed to support the implementation of the iBudget Florida program. iBudget Program Manager• Based on the results of working as the IT Project Manager, the Agency Director promoted me to the iBudget Florida Program Manager to include establishing the program schedule in Microsoft Project 2010, manage stakeholders’ expectation and implement the program statewide.• Identified, defined and managed each project team with internal and external stakeholders• Facilitated meetings with iBudget Program Stakeholders (to include: key lobbyists, Medicaid Waiver Service Providers, and Families on and off the waiver.) IT Project Manager• Using project management methodologies, I brought the project back on schedule by base lining the scope and redefining the schedule. • Developed training and demonstration for State of Florida House of Representatives. • Developed manuals and training modules for the appropriate system roles.

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  BDG – Engineering and Design

  • Tallahassee, Florida Area

  • Project Manager

    • Sep 2009 - Sep 2010
    • Tallahassee, Florida Area

    Locally owned and operated company which provides custom architectural millwork for commercial grade applications. The company has supplied millwork and cabinetry for a variety of venues from Universities to locally owned businesses to high-end residential cabinetry and furniture.Project Manager - Target Copy Remodel Project Remodel of the storefront and the production area. The local business owner found the production area needed to be separated from the store front. To further complicate the project, the business owner would not shut down production or sales during the remodel. • Developed the scope and schedule • Designed the architectural millwork layout and overall concept• Coordinated installation with framing, electrical, flooring, mechanical and other subcontractors for scheduling and installation while the facility stayed operational.Project Manager - FAMU Recreational Facility Project The University wanted to expand their intramural fields and build a recreational facility to include restrooms. They also added basket ball courts, soccer / football fields and tennis courts. • Developed the scope and schedule • Designed the architectural millwork layout and overall concept• Coordinated installation with framing, electrical, flooring, mechanical and other subcontractors for scheduling and installation

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  Florida Department of Health

  • Finance and Administration Branch Chief

    • Apr 2007 - Sep 2009

    Project Manager – Finance and Administration Branch ChiefDuring the 2004 – 2005 hurricane season, the Florida Department of Health spent $400M responding and recovering from the damages caused by the storms. It was my responsibility to reconcile and recover the expenditures from the Federal Emergency Management Agency (FEMA). One of the most expensive portions of the expenditures was the salaries in straight and overtime. The State of Florida has many payroll categories. To alleviate the audit setback, the Department created the Disaster Time Keeping System (DTKS). • Worked with FEMA and Developers to update the system reporting• Reconciled all the expenditures received full payment from FEMA• Helped develop the Cell Phone Bill Verification System

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  Florida Division of Emergency Management

  • Tallahassee, Florida Area

  • Project Manager of Public Assistance

    • Apr 2006 - Apr 2007
    • Tallahassee, Florida Area

    Project ManagerIn 2004 – 2005 the State of Florida experienced billions of dollars in damages caused by hurricanes. The 36 state agencies then requested help from the Federal Emergency Management Agency (FEMA) to respond and recover from the damages. Every project across the state had to be assessed and closed out.Project LeaderAfter Hurricane Katrina, the Federal Emergency Management Agency (FEMA) appropriated $6B to the recovery efforts. Of the $6B the agency set aside $400M to grant to the five Gulf States for developing innovative housing options post-natural disasters.

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  HDR

  • Pensacola, Florida Area

  • Civil Engineering Project Manager

    • Mar 2005 - Apr 2006
    • Pensacola, Florida Area

    Project Leader / Junior PM - Hurlburt Field Entrance Reconstruction Project The Hurlburt Field Air Force Base in Okaloosa County Florida, needed to reconstruct the South entrance which required coordination between many engineering disciplines. As the Project Leader, I had to coordinate the overall design of the facility to include the integration of the Department of Defense design standards and the Florida Department of Transportation design standards. I was responsible for incorporating the following groups:• Civil Engineering o Water / Waste Water Engineering o Road and Curbing Redesign o Storm Water Redesign• Architectural Design and Engineering• Electrical Engineering• Mechanical Engineering• Security Engineering• Landscaping Design and EngineeringProject Leader - National Parks Services Water Line Relocation ProjectI created and executed project work plans and revised as needed to meet changing needs, requirements and codes. I identified resources needed and assigned the individual responsibilities to the appropriate discipline. I managed most of the day-to-day operational aspects of a project, and reviewed deliverables prepared by the team. I applied the NPS project standards to all disciplines while minimizing the exposure and risk on project.