Operations Manager - Noridian Healthcare Solutions
(2024-06 - 2025-06)
Led Medicare Provider Enrollment operations through a team of managers overseeing 300+ processing staff, with accountability for productivity, quality, compliance, and service-level performance.
- Directed performance and workforce strategy across a large-scale, regulated operation, using KPI analysis to identify performance gaps, mitigate operational risk, and strengthen accountability.
- Designed and launched leadership onboarding and development programs, standardizing manager readiness and strengthening leadership capability across the operation.
- Led workflow optimization and process-improvement initiatives to improve operational efficiency, standardize execution, and support scalable growth.
- Managed enterprise change requests and technical direction letters, coordinating cross-functional implementation, communication, and training to achieve 100% on-time execution.
- Advised senior leadership on operational strategy, workforce scalability, performance risks, and compliance considerations during periods of organizational growth and change.
Operations Excellence Analyst - Andros
(2022-05 - 2022-10)
Customer Support Manager - Andros
(2022-11 - 2024-03)
Directed day-to-day operations across customer support and credentialing teams supporting multiple clients.
- Eliminated 100% of aging client tickets, increased client satisfaction by 25%, and reduced escalations by 85% through Lean process redesign and operational improvements.
- Reduced credentialing turnaround times and improved renewal completion rates through continuous improvement and workflow optimization initiatives.
- Developed and implemented a quality assurance program that reduced agent errors by 25% within six months.
- Led cross-functional operational improvement initiatives, partnering with technical teams to implement platform and workflow enhancements.
- Leveraged KPI and performance analysis to forecast staffing needs, restructure teams, and stabilize underperforming operations.
- Selected as an enterprise SME, partnering with the VP of Operations on operational excellence, technology adoption, process improvement, and strategic operational recommendations.
Consultant (Concurrent) - Andros
(2024-01 - 2024-03)
Operations Supervisor - Noridian Healthcare Solutions
(2020-12 - 2022-05)
Led and developed a team of 15+ enrollment specialists, consistently exceeding productivity expectations in a highly regulated Medicare environment.
- Analyzed KPIs and performance trends to identify operational gaps and implement targeted performance-improvement plans.
- Increased team productivity by 45%, aligning performance with CMS standards and operational requirements.
- Developed and delivered staff training aligned with CMS requirements, quality expectations, and organizational performance goals.
Provider Enrollment Manager – Professional Services - Brightree
(2016-06 - 2019-12)
Led provider enrollment operations supporting 4,000+ providers, managing high-volume initiatives and competing priorities under aggressive timelines.
- Reduced application processing delays by 30% through workflow optimization, KPI tracking, and targeted process improvements.
- Developed and led team training, coaching, and performance management to strengthen productivity, quality, and client satisfaction.
- Served as a key operational leader for high-visibility client implementations, ensuring enrollment readiness, compliance, and scalable execution.
- Led operational integration activities associated with mergers and acquisitions and large-client transitions, coordinating workflows, systems, stakeholders, timelines, and operational readiness to successfully transition client operations into company platforms and services.
Compliance Manager - Georgia Department of Community Health
(2014-06 - 2016-06)
Oversaw Medicaid provider compliance operations supporting 20,000+ providers, ensuring adherence to CMS and state regulatory requirements.
- Led the statewide ACA Provider Revalidation initiative in partnership with the Office of Inspector General.
- Designed workflows and partnered on system integration efforts to incorporate new processes into GAMMIS.
- Supported fraud investigations, provider terminations, and other regulatory enforcement activities.
- Partnered with compliance leadership on Medicaid provider enrollment initiatives, operational risk, and regulatory requirements.
Provider Enrollment Supervisor - HP Enterprise
(2010-08 - 2014-06)
Led departmental transition and operational implementation following the award of a major government contract, establishing workflows, staffing models, training, and operational readiness to successfully launch and stabilize the newly transitioned operation.
- Led a team of up to 65 employees and contractors, providing coaching, training, and performance management while driving productivity, quality, and operational consistency.
- Used KPIs and performance data to identify opportunities and lead workflow and process-improvement initiatives that strengthened accuracy, efficiency, and operational performance.
- Served as a subject matter expert (SME) for process design, User Acceptance Testing (UAT), and system enhancements, partnering cross-functionally to support successful implementation and adoption.
- Partnered with cross-functional teams on system and process changes, translating operational requirements into effective workflows.
