• Succeeded in increasing operational efficiency and win rate by at least 30% and minimized RFP response times by at least 40% via pitching presentation to several VPs and senior management on implementing new AI software and enhaced knowledge management tool.
• Lead pilot project work alongside Population Health to formulate a health equity strategy to help reduce black maternal mortality through the community and statewide analysis of social determinants of health across the state of Georgia for underserved communities.
• Prepared and strictly enforced capture development processes, templates, guidelines, and deadlines.
• Acknowledged as a subject matter expert and escalation point for open decisions, issues, and risks to support quality/performance standards and comply with state contract requirements.

• Cut 25% to 30% of inbound calls into the contact center during COVID-19 pandemic increasing online provider pharmacy portal usage by 45% for self-service functionality.
• Enabled pharmacists to request 90-day medication refills online by streamlining medication delivery processes in cooperation with Medical Director and other PBM senior executives. Designed a user story and visuals for the improved home delivery process.
• Drove process improvement, strategy, and customer experience projects by communicating with internal clients, stakeholders, and cross-functional teams to offer $6.1M solutions and process improvements.

• Steered and led Lean Six Sigma projects to optimize primary care auto-assignments, which resulted in a 50% reduction in automated PCP assignments, a 35% decrease in related contact center calls, and improved patient experience ensuring continuity of care.
• Lead both virtual and in-person executive workshops, customer journey mapping sessions, and focus groups to better understand the voice of the customer and build out Customer Experience and Marketing strategies.
• Reduced hospital readmission rates by 15% through an improved care coordination operation resulting in improved patient
outcomes.
• Implemented cost-saving initatives, such as utilization review process and evidence-based prototcols, resulting in a 10% reduction
in unnecessary tets and treatments.
• Implemented population health management strategies resulting in 15-20% reduction in hospitalizations for chronic disease
patients and 10-20% decrease in emergency room visits.

• Formed and sustained enduring relationships with the health systems in Houston, including the world's largest medical center to consistently exchange valuable information and collaborate on shared concerns.
• Improved patient access by 35% through the recruitment of providers into state healthcare programs by utilizing extensive data
and reports to create, sustain, and optimize provider networks.
• Enhanced operational efficiency by 20% and consumer satisfaction by 40% creating superior client deliverables and orchestrating
collaboration across various work streams to ensure accurate adherence to the engagement contract and client requirements.

• Credited for receiving $1.1M in additional funding from the CDC for the State of Texas.
• Directed the implementation of a brand-new HIV prevention drug across San Antonio with the highest rate of HIV in the state of
Texas; generated additional funding using additional resources and employees.
• Secured the necessary funding by building a series of networks with the CDC, market directors, and state health directors to envision
impactful annual response plans and identify funding areas that significantly impact public health outcomes.
• Offered industry-specific and consultative services to conceptualize and execute strategic plans and program management,
including defining program goals, objectives, and guidelines.
• Presided over special projects aimed at optimizing the participation of local health departments by 80% across the entire state of
Texas as well as improving revenue cycle management processes through collaboration with various stakeholders.

Analyzed health insurance policies and provided benefit information to policy holders and group administrators. Managed 10-20 new hires
educating on internal policies,operations, and procedures. Provided consultative and problem resolution services to internal senior leaders
to identify areas for improvement, enhancement, and increased patient and customer experiences.
• Achieved maximum customer satisfaction by 95% resolving clients’ issues and cooperating with interdepartmental personnel.
• Recognized for and worked collaboratively with the Center’s for Medicare and Medicaid Services (CMS) as a Certified Application
Counselor to educate small busineses and individuals on the Affordable Care Act and associated mandates and policies.
• Marketed health plans offered across all lines of business, including direct pay, group, and Medicare products for potential and
current clients.