My Portfolio

Spearheaded the effort to inventory, clarify, and coordinate prior authorization exceptions and access for community of clinical healthcare organizations.

Improved inbound support performance from below SLA to 96.7% of 250k+ customer calls answered in 30 seconds or less, strengthening trust among customer organizations including emergency services and trauma centers.

Built a GPT powered internal knowledge solution that improved response accuracy and enabled rapid, consistent customer support.

Delivered 99% identity accuracy across 20M+ annual onboarding transactions, minimizing customer errors, eliminating rework, and saving $1M annually in staffing.

Eliminated duplicate customer records through a cross-silo alignm,ent effort involving clinical teams, IT partners, and SaaS vendors - reducing customer confusion and system errors while supporting a $2.1M modernization initiative.

Spearheaded 9 AI/Rapid Process Automation programs (Blue Prism, UiPath) to support identity verification, document identification and routing - saving $1.5M annually while reducing customer wait times and support dependencies.

Led deployment of enterprise wide patient matching / identity management application for a 46M record database, ensuring accurate onboarding and dramatically improving the customer experience across health plan and clinical departments, more 6k users registered.

Designed and implemented a self-service onboarding workflow that enabled clinical staff to securely match or create medical identities, eliminating hundreds of support calls daily and saving $400k annually.