Reimagined the healthcare experience impacting 45M+ members by facilitating teams across business, operations, and IT to improve consumer satisfaction metrics.
• Developed and drove strategies, business cases, and execution roadmaps to deliver consumer impact and business outcomes.
• Designed and championed seamless transition of care experience for over 1M consumers affected by post-pandemic changes to Medicaid eligibility
• Led human-centered design initiative to develop an AI-enabled service model that increased first call resolution by 7% and issue resolution by 5% for 900K members

Directed multi-disciplinary teams to redesign operational strategies and lead business transformation initiatives for healthcare payers, providers, and systems.
• Managed executive engagement, strategic planning, and business reporting for senior leaders, C-suite & Board of Directors.
• Led program management office of 20+ staff for $500M enterprise cloud transformation program for national integrated health system.
• Oversaw staffing, financial management, and contracts for project with $10M+ annual revenue.
• Established $1M business development pipeline for digital experience and consumer engagement opportunities.
• Designed and implemented transformation initiatives to optimize the consumer experience and improve operational efficiency.

Founded healthcare Operations & Communications department to manage 10+ web products and customer experience center supporting 25K users.
• Grew product offerings by 500% through cross-functional collaboration with software developers, statisticians, and data engineers.
• Drove $5M in savings through projects in program evaluation, performance metrics, process design, and policy operations.