Director, Service Reliability
Express Scripts, Inc. (St. Louis, MO)
Lead key teams within the Service Governance & Reliability organization within this industry leading Fortune #22 company
Lead vital shared service teams including Issue Management, Reject Monitoring and Remediation, and Outreach. There is an emphasis on customer experience in supporting the 21, 000+ Operations associates, 3000+ clients, and 85 million members. Collaborate closely with business partners across the organization including IT, Product, Operations, Account Management, and Finance. Responsible for presenting regular updates to senior leadership at the highest levels in the organization.
Previously led a team responsible for identifying and mitigating all operational impact as a result of the implementation of functionality to support Healthcare Reform Exchanges for this industry leading Pharmacy Benefit Manager (PBM). There is an emphasis on governmental compliance/regulatory requirements across the Operations organization as it relates to the Affordable Care Act (ACA). Accountable for identifying and mitigating all risks to Operations areas, including Client Services, Client Implementation, and Pharmacy and Specialty Operations. Represent the company within the National Council of Prescription Drug Programs (NCPDP) standards organization, tackling such topics as electronic prescribing, claims transmissions, and the Health Information Technology for Economic and Clinical Health (HITECH) Act.