Strategic and growth-oriented leader with a proven track record in operations, product development and management, marketing and consultative selling of products and benefit technology solutions. Expertise in Public Policy & Management established through Carnegie Mellon University graduate studies. Experienced in running diverse operations and delivering continuous improvements in cost, quality, financial efficiency and client satisfaction. Led growth and captured new business opportunities. Effectively developed lasting client relationships and products & services aligned with strategic client expectations. Outstanding business focus combined with the highest level of integrity, ethics and authentic leadership.
Global cultures, languages, reading, running, volleyball and travel.
Apr 2005 - Present
Manager, Product Development & Management
Improved product portfolio management, market positioning and growth. Created and implemented 34 new products and programs. Developed effective product communication and electronic training tools. Led cross-functional projects that improved the regulatory compliance and timely implementation of annual updates. Aligned product management strategies with the organizational vision and goals. * Led product management, mapping, analysis and modifications while effectively managing staff, cost and budget.* Oversaw administration of over 1500 products including CDHP, Wellness, Medical, Pharmacy Riders and Certificates. * Led development, implementation, regulatory filing and strategic management of HMO, PPO, EPO, POS & CDHP. * Improved product operational management, communication, marketing materials, and web-based product tools. * Successfully implemented regulatory updates by coordinating with cross-functional teams including medical management, configuration, IT and regulatory compliance. * Effectively restructured product training, implemented electronic training tools and improved client communication.* Volunteered as a translator for UPMC providers and international patients.
Jul 2000 - Jan 2005
Director of Operations
Created measurable operational improvements in multiple divisions including Claims Administration and Compliance, Configuration, Medical, Medicare, Dental, Pharmacy, TPA, Health and Welfare administration, COBRA, Client & Provider Call Center, IVR, and COB coordination. * Led business expansion and improved operating revenues while increasing quality and operational efficiency.* Retained over 99% of major clients contributing to profitable operations with annual budgets in excess of $16 million.* Established lasting business relationships with clients, vendors and providers. * Implemented effective team management strategies, staff training and quality driven policies & procedures.* Optimized regulatory compliance with internal policies, state mandates and federal regulations. * Spearheaded over 40% improvements in productivity, quality, external audits, and ROI, retention and client satisfaction. * Led key projects including renewals, contract management, client call center, COB, case review and pre-authorizations. * Implemented HIPAA compliance, SOX projects, and quality and performance metrics.* Demonstrated outstanding work ethic in all aspects of business management.
1996 - 2001
Account Manager/ Sales / Sales Support
Aetna US Healthcare
Successfully managed and retained extensive book of business that consisted of large, mid and small market accounts contributing to improved revenues. Surpassed aggressive goals and retention objectives for Medical, Medicare, Flex Spending, Life, Accident, Long Term Care, e-enrollment and Disability products. * Achieved business retention goals and close to 100% quota in cross-selling of new products and services. * Developed long-lasting client relationships through unprecedented work ethic, dedication and service excellence.* Negotiated cost effective renewal rates, plan structures, and ancillary benefits.* Produced top results in generating ancillary revenues for the assigned book of business.* Demonstrated exceptional problem resolution skills and ability to deliver excellent services by ensuring timely and effective responses to benefits, claims and enrollment inquiries. * Received multiple senior management recognitions for the service quality and dedication.* Proven record of overcoming objections and effectively communicating insurance policies, procedures and benefit information with diverse clients and providers. Sales Support ManagementReported to and assisted the senior management team and District Manager. Recognized as the subject matter expert by the senior executive management, clients, sales and account management. Successfully supported sales and marketing in achieving regional growth objectives and business goals. * Delivered outstanding consulting support for sales and marketing. * Coordinated responses for internal and external clients regarding enrollment, claims and compliance issues.* Achieved successful results in creating effective marketing and problem resolution strategies for sensitive accounts. * Contributed to NCQA and HEDIS projects by effectively coordinating assignments with operations, medical delivery, providers & quality improvement teams.Member Services Team Lead * Effectively led problem resolution projects and inquiries.* Improved responsiveness to external inquiries and client’s satisfaction. * Received outstanding recognition for work performed.