Blue Cross Blue Shield of Michigan
Created communications to support National Health Care Reform (NHR) implementation for servicing operations. Represented customer and operations in workgroup meetings, and wrote announcements, procedures, reports and training for internal audiences.
- Legislative Mandates - Interpreted legislative impacts and identified training gaps for servicing units. Worked with cross-functional teams, devised procedures, training projections, and managed external communications. Converted complex workflows into cross-departmental process maps and documentation for internal customers.
- Marketplace E-Learning - Created e-Learning about Marketplace health reforms given to 2K+ servicing employees. Partnered with internal stakeholders to identify goals, and wrote script, interactive testing, and feedback to reinforce learning goals. Led to improved employee engagement and decreased confusion about health reform.
- Health Reform Training - Partnered with curriculum and subject matter experts to create annual product training for 1K+ customer service representatives in 3 audiences. Furthered member and employee satisfaction.
- Business Cases - Created planning documents for new project site launch. Formulated toolkit of project roadmap, financial and policy templates, and procedures to shorten executive and leadership onboarding time, ensure consistent project management, and improve reporting.