Experience

Elevance Health

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

• Relationship Manager

  • Jun 2022 - Present



Anthem, Inc.

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

• Director, Business Development and Relationship Management

  • Nov 2018 - Jun 2022



Conduent

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

• Principal, BenefitWallet Client Services

  • May 2005 - Nov 2018

  Principal, Client Services and Implementations for spending accounts including Health Savings Accounts, Flexible Spending Accounts and Health Reimbursement Accounts.• Govern multi-location service centers management teams to achieve service performance standards during period of exponentially increasing call volume. Develop and coordinate on boarding and in-service training and evaluations. • Implement Interactive Voice Response System (IVR) with self –service features to reduce call volume 50%; provide customer’s 24x7 access to account information; including after-call customer satisfaction surveys. Continuous evaluation of usage patterns and upgrades to enhance functionality in growing customer environment.• Create and develop client implementation project plans, processes and user documentation for Health Savings Account product launch resulting in successful product launch and growth. Continuously evaluate documentation for enhancement to achieve increased efficiency and effectiveness.• Develop and present service center and client training documentation; coordinate client testing for file submission and processing. Expand successful client relationships through ongoing discussion of product enhancements, reporting data usage and analysis. Review alternative plan design features with prospective and existing clients.. Co-author article "Health Savings Accounts: Back to the Future" with Kathy Klug. Benefits Quarterly February 2010



Mellon HR Solutions

• United States
• Human Resources Services

• Client Services Manager

  • Nov 2002 - May 2005

  • Created and developed client business review documentation and process to focus discussion on performance metrics and trends. • Created and developed client business review documentation and process to focus discussion on performance metrics and trends.



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Senior Director Client Services

  • 1997 - 2002

  • Led and developed 24x7 production and client support center through process improvement, associate development and establishment of non-standard workweek. • Cultivated and retained client/vendor relationships by developing strong service ties. Managed department to resolve concerns. Staff was trained on latest technology and programs expediting issue resolution.• Organized client testing structure for industry initiatives of Decimalization and Year 2000. Supported successful client and industry testing, planned and executed rollout milestones and implementation support. Successful rollover and production processing without abends or service interruptions. • Developed ISO 9000 standards for Satisfaction Management. Handled all customer service and client communications. Participated in audits leading to certification award and assisted staff preparation for audits. Achieved organizational certification and recertification. • Participated in change management process and management Leadership/Vision Team.



LMH Health

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

• Director Volunteer Services

  • Jul 1996 - Jul 1997

  • Motivated and led team through facility renovation of a 3000 square foot resale shop achieved 15% revenue increase in first year based on customer service focus, threefold increase of inventory processing and a 5% pricing increase. • Prepared document review for Joint Commission on Accreditation of Healthcare Organizations (JCAHO) including sections on leadership, performance improvement and governance. Accreditation team satisfied with organization’s submission for document review. • Recruited, oriented and supervised 300 volunteers contributing equivalent to 25 full-time employees with one-year increase of 6%.



White Plains Hospital

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

• Manager, Diabetes Education & Treatment Center

  • Jul 1995 - Jul 1996

  • Managed the start-up of a diabetes education and treatment center. Resulted in first year revenue and savings in excess of $350,000; 4.3% increase patient volume; 5.17% decrease in average length stay and 100% increase in referrals.• Developed revenue budgets and forecasts. Maintained actual to budget targets for each department. Exceeded revenues targets by 15 to 40%. • Managed the start-up of a diabetes education and treatment center. Resulted in first year revenue and savings in excess of $350,000; 4.3% increase patient volume; 5.17% decrease in average length stay and 100% increase in referrals.• Developed revenue budgets and forecasts. Maintained actual to budget targets for each department. Exceeded revenues targets by 15 to 40%.



Concordia College

• Higher Education
• 700 & Above Employee

• Director, Accelerated Degree Program

  • Aug 1991 - Jul 1995

  • Implemented adult degree completion program resulting in 10% revenue and customer base growth in first year. Responsibilities included attainment of regulatory approval, development of marketing campaign, management of personal contact with candidates, supervision of faculty staffing and development of seminars. Achieved and attained 85% fifteen-month graduation rate. • Authored comprehensive first year report for New York State Department of Education including statistical and quantitative analysis of relevant data (regression analysis) regarding student success variables.• Developed revenue budgets and forecasts. Maintained actual to budget targets for each department. Exceeded revenue targets by 15 to 40%.

• Assistant Professor Business Administration

  • Jul 1988 - Jul 1995

  Provided instruction for Principles of Finance, Accounting and Applications in Computers. Served as academic advisor and on committees including Academic Affairs.