Success Stories
Designed and Implemented Prepaid Card Fraud Monitoring Program for Card Supported Programs
Launched fraud monitoring program that included card restrictions based on merchant codes, spend parameters and thresholds to prevent misuse, and a system to flag potentially fraudulent activity based on spend patterns. This program eliminated over 98 percent of card misuse.
Knowledge Base Design Implementation for Contact Center
Created custom knowledge base with vendor to serve the needs of highly complex contact center handling inquiries about multiple diseases. The build included custom lookup features for diagnosis codes and other medical terminology. This improved the accuracy of information provided by representatives to callers by over 80 percent.
Claims Vendor Contract Negotiation
Built great relationships with multiple claims administration vendors. Successfully negotiated renewal contacts to save over $300K annually for 3 years - nearly $1M in savings.
Transportation Assistance Program Launch
Launched a first-of-its-kind transportation assistance program. Created program spend guidelines and website for card activation. This minimized program phone inquiries, reducing program administration costs by over 50%.
Website and Portals Contact Us Launch
Led project to implement Contact Us to streamline both the distribution and response to web and email inquiries. This launch reduced response times from 7 to 10 business days to 2 to 3 days for most inquiries.
Medical and Pharmacy Claims Exceptions Process Implementations
Built workflow and implemented automation using JIRA to improve the flow and tracking of medical and pharmacy claims exceptions. This implementation reduced average processing times by nearly 80%, from 2 hours 20 minutes to 30 minutes.
Call Center Change Management
Led cross-functional team to develop call center technology and staff call center from scratch. This project reduced ongoing program operations costs by $5M per year.
Net Promoter Score Implementation
Implemented Net Promoter Score across multiple customer touch points to monitor customer satisfaction. This led to several enhancements to web and phone customer journeys, ultimately improving customer satisfaction scores from 80 to 90+ percent.
Salesforce CRM Platform Discovery and Implementation
Led cross-functional team to gather requirements and built new CRM to improve service quality and reduce overhead cost. This implementation reduced overhead expenses by 10 percent.
IT Systems Change Management
Migrated over 5,000 employees in USA, Canada, Mexico, Argentina, Brazil, Chile, Columbia, Costa Rica, Panama and Peru to new IT systems. Met critical timeline for project, eliminating company exposure to $20M of added monthly costs.