Experience

Massachusetts Health Connector

• United States
• Insurance
• 1 - 100 Employee

• Director of Customer Experience and Ombuds

  • Dec 2021 - Present

  Boston, Massachusetts, United States The Director of Customer Experience and Ombuds is the key leader at CCA responsible for oversight of the performance of the Ombuds Team as well Training, Quality Assurance of customer service vendors and Customer Satisfaction (CSAT). The Director is also responsible for working with vendors and internal CCA staff to ensure readiness for Open Enrollment, implementation of activities designed to improve the member experience or improve the overall net cost position of the Connector.

• Member Services Manager

  • Dec 2016 - Dec 2021

  Greater Boston Area



Health Care For All

• United States
• Public Policy
• 700 & Above Employee

• Senior Manager, Consumer Assistance Program

  • Aug 2014 - Sep 2016

  Boston, MA National spokesperson on consumer health care coverage outreach and navigation assistance, health insurance literacy, and Affordable Care Act implementation Manage online community for more than 500 health care enrollment assisters in Massachusetts to troubleshoot coverage barriers and act as feedback loop with policy makers Direct Medicaid Advocate Coalition and act as advocate liaison to the Massachusetts Medicaid program, Commonwealth Health Connector, and other public health… Show more National spokesperson on consumer health care coverage outreach and navigation assistance, health insurance literacy, and Affordable Care Act implementation Manage online community for more than 500 health care enrollment assisters in Massachusetts to troubleshoot coverage barriers and act as feedback loop with policy makers Direct Medicaid Advocate Coalition and act as advocate liaison to the Massachusetts Medicaid program, Commonwealth Health Connector, and other public health care programs Consult the National Alliance for Mentally Ill Massachusetts and Community Catalyst for consumer assistance and outreach programs development

• Manager, Consumer Assistance Program

  • Apr 2012 - Aug 2014

  Boston, MA Directed nationally renowned health insurance helpline to conduct outreach, education and enrollment for tens of thousands of Massachusetts residents Directed Federal grant to educate Spanish and Portuguese-speaking small business owners and individuals about health insurance in Massachusetts Managed program to help individuals navigate health care coverage options, file appeals and grievances, and understand health reform coverage expansions and policies Developed and… Show more Directed nationally renowned health insurance helpline to conduct outreach, education and enrollment for tens of thousands of Massachusetts residents Directed Federal grant to educate Spanish and Portuguese-speaking small business owners and individuals about health insurance in Massachusetts Managed program to help individuals navigate health care coverage options, file appeals and grievances, and understand health reform coverage expansions and policies Developed and conducted Affordable Care Act trainings for advocates, providers, and community groups

• Manager, Consumer Education and Enrollment

  • Apr 2009 - Apr 2012

  Recruited, trained, and supervise HelpLine program staff, interns, and volunteers to enroll thousands of individuals in health insurance each year Oversaw database management, IT integration and communications equipment of the HelpLine program to field nearly 40,000 inquiries per year

• Manager, Helpline

  • Jul 2006 - Apr 2009

  Built program capacity by 500% by hiring a strong team of HelpLine counselors, interns, and volunteers that could reach Spanish and Portuguese speakers Developed a comprehensive program database to capture and report call data

• Helpline Counselor

  • Jul 2005 - Jul 2006

  Assisted individuals to enroll and to navigate Massachusetts health care programs and policies Developed and maintained a health care resource manual to educate new staff around health care access and insurance options Designed the scope of the project for the creation of an innovative new program database


Colegio Billingue Madison
• 5 & 6th Grade English and Science Teacher

  • Aug 2004 - Jan 2005