• Provide consultative services to start-up organizations, as well as B2B and B2C companies. • Recommend and implement operational best practices that help calibrate with client support strategies and expectations • Conduct Organizational Needs-Analysis, in support of implementing the operational changes necessary to expand and transform various areas of Operations • Policy review and feedback to ensure compliance and regulatory alignment • Develop Operational and Client Key Indicator Dashboards • Conduct discovery sessions with all levels of staff and management to assess process issues and develop tailored solutions, that ultimately address business needs. • Assist leadership and their corresponding teams through organizational cultural shifts and change management. • Effectively lead teams and facilitate processes to create efficiencies and achieve compliance with highly regulated procedures. • Capable of building strong and productive partnerships with business clients. • Conduct vendor selection activities, identifying and introducing new technologies and supporting implementation plans • Conduct staffing-needs analysis or planning for large-scale new hire onboarding • Review of Call Center technology solutions and setup, recommending infrastructure redesign or adjustments • Create operational business cases that result in efficiencies and improved service delivery

• Oversight of multiple departments, including Enrollment, Provider Data Management, Call Center, Employee Training, Performance Audit, Appeals & Grievances, and Claims. • Deliver strategic guidance and oversight during organizational transformation, including leadership transitions and structural redesigns, ensuring business continuity and operational alignment with state contract requirements. • Conduct organizational needs assessments and build tailored improvement strategies, driving transformation. • Source for an enrollment vendor, to ensure regulatory compliance with data file ingestion of new member information and retention of existing members. • Partner with HR to review and restructure job families, compensation and benefit structures. • Conduct staffing analysis and strategic workforce planning for high-volume onboarding initiatives, aligning operational readiness with enrollment cycles and business growth. • Lead policy reviews and provide compliance-oriented feedback to ensure alignment with state and federal regulatory requirements, CMS rules, and Medicaid/Medicare operational standards. • Develop key indicator dashboards for operational and client-facing metrics, aligning with internal and regulatory SLA and the organization’s goal for performance transparency. • Design and implement change management frameworks, assisting leadership in guiding their teams through cultural and operational shifts, supporting improved employee engagement and compliance readiness. • Spearhead vendor selection and technology evaluations (including call center infrastructure), making infrastructure and system recommendations that improve cost, scalability, and service delivery. • Create and present operational business cases focused on improving accuracy, service levels, and regulatory adherence. • Build and maintain strong partnerships across business stakeholders, reinforcing cross-functional collaboration between plan-level and corporate teams.

• Oversaw enterprise-level customer service operations for Behavioral Health and Public Market LOBs, managing 600+ staff across shared services. • Directed functions including A&G, Enrollment, Member Services, and Clinical Support, aligning all with state and federal regulatory requirements. • Served on regulatory compliance committees and partnered with business owners to mitigate risk and ensure audit readiness. • Developed and implemented change management, workforce planning, and process improvements, achieving SLA performance and compliance metrics. • Key Results: Achieved KPI targets, avoiding financial penalties for top clients; reduced new hire turnover by 7%; launched career-pathing and quality improvement programs.