Throughout my career, I have successfully managed large-scale health plan operations, overseeing teams of over 500 employees. I have implemented process improvements that reduced operational costs by 15% while maintaining high service levels. My experience includes managing claims processing, member services, and provider relations, ensuring compliance with regulatory standards and improving overall efficiency.

I approach technology integration by first assessing the current operational landscape and identifying areas where automation or new tools can enhance efficiency. I then work closely with IT and operational teams to develop a phased implementation plan, ensuring minimal disruption to daily operations. Post-implementation, I monitor performance and gather feedback to make necessary adjustments, ensuring the technology aligns with our strategic goals.

Improving member satisfaction involves a multi-faceted approach. I have implemented member feedback loops to identify pain points and areas for improvement. Additionally, I introduced personalized service initiatives, such as dedicated care managers and enhanced digital communication channels. By focusing on transparency, responsiveness, and proactive communication, we were able to increase member satisfaction scores by 20% over two years.

Ensuring compliance involves a combination of regular training for staff, rigorous auditing processes, and staying abreast of regulatory changes. I have established a compliance committee that meets quarterly to review policies and procedures. Additionally, I implemented a real-time monitoring system for claims processing to detect and address any non-compliant activities promptly. This proactive approach has helped us maintain a strong compliance record.

During a system outage that impacted claims processing, I quickly assembled a crisis management team to assess the situation and develop a recovery plan. We prioritized critical claims and communicated transparently with members and providers. By leveraging our backup systems and working extended hours, we restored full functionality within 48 hours, minimizing financial impact and maintaining stakeholder trust.