A lead within Oliver Wyman’s Healthcare Practice focused on business strategy development and business transformation. Particular expertise in Customer Experience management and Customer Engagement, whose ultimate focus is to change behaviors (of members, providers, and employers) to improve member health and health outcomes and reduce medical expense/trend. Works with Healthcare stakeholders to improve their capabilities in this regard through a holistic approach (people, process, technology) across coordinated channels operating across the breadth of the Customer Lifecycle and the Care Continuum. Conducts primary research to better understand customers and analyze the opportunity for revenue, cost, and customer engagement enhancement.
> Contributing to the design and development of a new model in healthcare for delivering enhanced customer experience evolving into customer engagement with the ultimate objective of reducing medical expenses through behavior change of members, providers, and employers for improved health and health resource utilization.
- Lead author for multiple developing white papers on the topic of applying customer experience and engagement into the US health insurance industry for the purpose of reducing medical cost inflation/trend.
> For a large regional health insurance company, developed the customer engagement strategy and roadmap.Co-led implementation over 10 months.Led/facilitated development of foundational elements of the customer engagement capability to include servicing organization design, integration across sales, servicing, and medical management, Web strategy and channel development, member engagement attitudinal segmentation (1,300 members),single view of the customer, e-mail channel development, channel management and integration, and voice of the customer program.