Supervised a team of functional resources to identify and address gaps to improve the new member experience with Health Alliance Plan.

· Oversaw multiple projects while applying effective methodologies using innovative tools and through leadership to ensure that projects were delivered with significant improvements.

· Performed business process improvement and analysis for new member initiative for individual, groups and medicare customers.

· Planned, organized and facilitated new hire and refresher training by focusing on the importance of providing a seamless customer experience.

· Managed and delivered projects on behalf of new business development.

· Managed trending analytics regarding business practices.

· Track and analyze National Committee for Quality Assurance (NCQA) data and member satisfaction feedback. Prepared monthly statistical reports on retention trends.

· Maintain productivity and inventory reports related to member retention and customer service strategies and goals.

· Use root cause analysis, company databases and other departmental tools to respond and resolve escalated customer questions and concerns.

· Developed Key Performance Indicator dashboards consisting of reports and metrics used to monitor and maintain group and individual retention rates.

· Revamped the new member experience using automated customer contact workflow.

· Utilize LEAN principles for continuous improvements of retention strategies during Rapid Redesign efforts.

· Identify drivers for disenrollment and implement best practices to reduce the risk of customer disenrollment.

· Worked with internal and external stakeholders to ensure that special projects for corporate and departmental initiatives remained in compliance.

· Engages stakeholders using highly effective communication and organizational skills as well as technical competency.

· Provide business domain solutions, processes, strategies, business cases and change consulting to external clients at functional and senior management levels, on a chargeable basis.

· The business domain includes industry-specific business processes and function-specific business processes such as HR, accounting and IT.

· Developing and managing IT governance mechanisms and various policies such as security policy, and business continuity policy.

· Help the client innovate and formulate business solutions technology-enabled business models and new ways of doing business to create breakthrough positions in the marketplace.

· Explain how and where technology can be used to address key business processes in a domain. Gets involved in the strategy and business issues identification and resolution; provides input to HPE account plan to develop and manage the strategic relationships with the client’s senior management, and acts as a trusted advisor in transforming the client’s business.

· Performed UAT – User Acceptance Testing - in coordination with the UAT group to ensure correct business logic.

· Performed Manual Testing using the GUI / User Interface of the Web applications (CalWIN Application).

· Writing test scripts, and requirements and opening defects using Application Lifecycle Management (ALM).