Customer Service Management

CONFIDENTIAL RESUME

RONALD ALLEN LYON 770-***-****

**** ****** ***** *****

Alpharetta, GA 30022-4030 *******@*****.***

EXPERIENCE

****-******* ************, *******, **

Vice President, Pharmacy Programs

Responsible for all pharmacy services with additional responsibilities for

product development of new care management services.

Key Accomplishments:

Enhanced and implemented a next-generation care gap identification and

notification system for multiple clients in under one year; identifies over

200 care gaps per patient with a successful closure rate exceeding 60%

Helped establish business process for our unique public-private 340b

programs that combine drug cost savings greater than 10% with enhanced

care management services

Created an advanced analytics service that integrates pharmacy and

medical claims to support programs such as physician profiling, audit

programs and pharmacoeconomic research

2006-2008 Matria Healthcare, Marietta, GA

Vice President, Commercialized Informatics

Responsible for developing and managing new business that leverages our

vast stores of integrated health care data. Our first new business line,

Physician-Patient Care Alerts used computer algorithms to identify and notify

physicians of patient-specific care gaps. The second new business line,

Strategic Informatics, provided advanced analytics to support health benefit,

clinical and pharmaceutical consulting.

2003-2006 Towers Perrin, Atlanta, GA

National Pharmacy Practice Leader

Key Accomplishments:

Pharmacy practice revenue growth exceeded 30% annually during period

of no growth for other practices

Responsible for PBM relationships

All PBM procurements resulted in transparent contracts

Moved practice beyond employers into health plans, workers

compensation and pharmaceutical companies

Expanded scope of practice to include new services such as claims and

rebate audits, on-site pharmacy, specialty pharmacy, Medicare Part D and

clinical management consulting

Enhanced decision support capabilities through internal development (e.g.,

internal pharmacy audit) and vendor selection (e.g., web-based analysis

services)

Led project to select an online analytics vendor (MedInitiatives) for

use with our PBM collaborative program

Averaged over 100 client projects per year

2000-2003 Trigon Blue Cross Blue Shield, Richmond, VA

Acquired by Anthem (nka Wellpoint)

Vice President, Pharmacy

Key Accomplishments:

Reduced drug cost trends to less than the national average (6%, 9%, 10%)

Doubled rebate returns while increasing generic utilization to 5%

higher than the national average

Created and implemented the Prescribing Value program, a prescribing

analysis and education tool sent to over 10,000 physicians each quarter

Drug trends for these physicians average 5% less than those who don't

receive the report.

Created and implemented the Drug Therapy Alerts program that identifies

and notifies physicians of over 15,000 potential drug therapy problems

each month

These problems include, among others, noncompliance, interactions

and suboptimal therapy. Physicians change therapy for over 1/2 the

recommendations.

Negotiated first transparent PBM contract with Medco.

1991-2000 Pharmaceutical Care Network, Sacramento, CA

(Provides pharmacy benefit management (~1.2 million lives; >500,000 Medi-

Cal), pharmacy buying group (~2,000 pharmacies), and stand-alone pharmacy

clinical services.)

Vice President, Professional Services & Corporate Secretary

Responsibilities: Improve all aspects of the clinical and analytical services

provided to our customers. Serve as member of the Executive Committee to

help manage the company.

Key Accomplishments:

Led project to migrate claims processing system to ComCoTec (nka SxC)

Built formulary management and prior authorization systems on top of

claims processing system to improve efficiency and accuracy

Helped clients achieve drug cost increases that averaged only 6.8%

annually for the last seven years compared to 15.3% for HMOs nationally.

Created the following information technology solutions to help health care

professionals deliver better drug therapies at reduced overall costs. Used

these solutions to develop the new MedIntelligence line of business.

Case Management Support. Screens and reviews prescribing data and

initiates notifications that identify drug therapy problems.

Data Source Integrator. Merges pharmacy and medical data from

different managed care plans to analyze health care outcomes and

quality indicators.

Key Performance Indicators. Highlights, analyzes, and tracks plan

performance and recommends alternatives for improvement. Reduces

"mountains" of management reports into a concise, usable report.

Analytical Guide. Windows -based software to manage prescription

claims information and give users the power to personally search their

data for the answers they need.

Drug Therapy Advisor. Provides physicians feedback allowing them

to quickly identify the best opportunities for changing prescribing

habits.

Formulary Compliance Generator. Assists prescribers with clinically-

appropriate therapeutic interchanges with minimal effect on patient,

pharmacist and prescriber time.

Formulary Manager. Windows -based software that simplifies the

creation, maintenance, and distribution of multiple formularies and

clinical guidelines.

Authorization Gateway. Windows -based software that provides a

systematic approach to prior authorization review, improving response

time and quality.

Averaged under 6 hours to handle a prior authorization request

Assumed responsibility for both Customer Service and Account

Management departments in order to improve customer satisfaction and

exceed performance standards (e.g., average call waiting

99% on-time delivery of management reports)

1987-1991 CIGNA Healthplan of Florida, Inc., Tampa, FL

Pharmacy Director

Responsibilities: Direct and manage the pharmacy program for a mixed-

model, 40,000 member, health maintenance organization, including seven

pharmacies in the staff-model clinics and an external pharmacy network.

Key Accomplishments:

Achieved no increase in drug costs over a 3 1/2 year span while other

HMOs averaged over 15% annually

Selected and successfully installed pharmacy computer systems with a

budget of only $500 per pharmacy

Selected to head the system selection team for the small staff-model

HMOs

1984-1987 Mease Health Care, Dunedin, FL

Director of Pharmacy Services

Responsibilities: Direct pharmacy services for a two-hospital, three-clinic,

non-profit organization.

Key Accomplishments:

Achieved no increase in drug costs over a 3 1/2 year span while other

hospitals averaged over 15% annually

Reduced medication administration error rate from 12% (also the national

average) to 6%

Accredited by JCAH with no deficiencies or recommendations for

improvement cited

1982-1984 University of Nebraska Medical Center, Omaha, NE

Director, Drug Information Service and Assistant Professor of Pharmacy

Practice

Responsibilities: Direct all aspects of the drug information service, including

P&T Committee functions. Teach drug literature evaluation, drug information

services, basic statistics and therapeutics to Pharm.D. students and residents.

Key Accomplishments: Enhanced and proved the value of our drug

information services to the university, thereby surviving reduced funding for

other clinical pharmacy services. We completely revised the curriculum to

better meet the needs of students and residents.

EDUCATION

1982 M.S. - Pharmacy Practice, University of North Carolina, Chapel Hill

1980 B.S. - Pharmacy, University of Florida, Gainesville

RESIDENCY

1982 Hospital Pharmacy Residency, North Carolina Memorial Hospital, Chapel

Hill, NC

1981 Pharmacy Practice Residency, U.N.C. School of Pharmacy, Chapel Hill, NC

MAJOR PUBLICATIONS (Refereed Only)

Richards MK, Blumenfield S and Lyon RA. Managed Care Market

Perspectives on the Over-the-Counter Availability of Statins. J Manag Care

Pharm. 2004:10(6):543-50

Lyon RA, Crockell YJ and England NP. Computer-Assisted Drug Therapy

Problem Notification. Dis Manage Health Outcomes. 2000; 7 (5): 245-50.

Lyon RA. Formulary Control Procedures in a Staff-Model Health

Maintenance Organization. Am J Hosp Pharm 1990; 47: 340-2.

Lyon RA. Recommendations for Deep Intramuscular Injection. Accepted for

publication in Hosp Pharm.

Lyon RA and Angelillis KM. Determining Staffing Requirements in a

Community Hospital Pharmacy Department. Hosp Pharm 1986; 21 (7): 660-

2.

Lyon RA and Matthews SL. Comparison of Several Online and Manual

Literature Retrieval Systems. Hosp Formul 1985; 20: 902-22.

Lyon RA, Rosman AW, and Peason RE. Drug Information Roots: The

Influence of Education and Training on the Philosophy and Activities of

Hospital- and Pharmacy School-Based Drug Information Services. Drug

Intell Clin Pharm 1985; 19: 390-4.

Lyon RA and Norvell MJ. Effect of a Newsletter on Cost-Effective

Prescribing Habits. Hosp Formul 1985; 20: 742-4.

Lyon RA. Adverse Drug Effects: Evaluation of Four Secondary Reference

Sources. Hosp Formul 1985; 20: 315-21.

Lyon RA. Use of General (Tertiary) Reference Sources in a University

Hospital-Based Drug Information Service. Hosp Formul 1984; 19: 210-18.

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