Senior Program Manager, Business Architect

Information Technology Management Professional

Enterprise Systems Program Management Architecture Strategic Alignment

10+ years of experience as a change agent translating vision into value

Objective: Apply knowledge, skills and abilities to build and maximize systems to improve the performance of an organization

Voice of the Customer Depth of Experience Outside-In Thinker Integrity Innovation

Accomplished, value-driven, client-focused professional with a comprehensive business technology background encompassing the capability domains of document and data management, process and rules workflow, automation, business solutions, software development, customer service and emerging technology. Strong leadership abilities with proven expertise in managing complex IT projects, directing cross-functional teams, and overseeing capital projects and programs. Consistently recognized by clients and peers for leading strategy and tactics for transformative projects and effectively driving the capability domains and clinical operations. Reputation for visibility and effectiveness especially for growing scale while valuing the individual experience. Known for being dedicated, determined, persistent, self-motivated and resourceful. Comfortable engaging in a complex field of competing agents, areas, initiatives and agendas.

Program & Project Management

Capability Domain Leadership

Capability Creation & Maturity

Enterprise Systems Architecture

Solution Design & Development

Application Design & Development

Strategic Roadmap Development

Continuous Improvement

Capital Acquisition & Budget

Business Operations

Operational Readiness & Training

Consolidation & Standardization

Infrastructure

Data Safety & Security

Monitoring & Controls

Networking

Automation

Vendor Relations

Professional Experience

UnitedHealthcare, San Antonio, Texas November 2003 – April 2017

-Senior Program Manager, Business Architect & Analyst, Capability Domain Lead for Enterprise Clinical Document Management, UHC Clinical Services (UCS), 2010 to 2017

-Senior Project Manager, Business Consultant, Clinical Appeals Reporting & Analytics Manager, 2008 to 2010

-Regional Project Manager, Correspondence Lead, Clinical Appeals, Legacy PacifiCare, 2003 to 2008

Clinical Document Management (CDM) Duties and Responsibilities:

-Served as Hands-On Champion for the CDM program thru the promotion and management of an application: Enterprise Clinical Archive Application (ECAA) and its underlying platform (EMC Documentum)

oAdvanced the unification of clinical document management across the enterprise

oEstablished ECAA as the proven, enterprise, strategic, single source of truth for the capability

oServed as lead program manager for business adoptions and strategic migrations since 2010

oGrew ECAA from 0 to 17,000 users

oGrew ECAA document contributions from 40K to 2M+ per month

oLed the migration of 1.6M records to ECAA from unapproved vendors, SharePoints and shared drives

oConsolidated 60M+ documents from 5 legacy applications allowing the platforms to be decommissioned

oDefined, developed, promoted, and managed the enterprise roadmap for the CDM program including governance and oversight through partnerships with leadership, business, and IT

oDesigned and developed scorecards and dashboards to track and trend KPIs

oDefined the enterprise security model for the safe and secure storage of protected health information (PHI)

oLed strategic plans to consolidate, standardize and productionalize best-of-breed systems to run, grow and transform the enterprise CDM capabilities

oCommunicated and collaborated with senior leadership to influence the adoption of innovation

oCoordinated the migration of enterprise service verticals and legacy entities acquired thru mergers and acquisitions

oCollaborated across the enterprise to coordinate with business, IT and other constituents in support of members, providers, regulators, vendors and other key partners

oPartnered with Benefit Business Segments and Optum Health Services to gain consensus on strategic directions and create paths to adoption

oWorked with Enterprise Clinical Alignment, Office of the Chief Information Officer, Corporate Affordability, Optum IT and Architecture and Decommissioning on strategy and planning

oPromoted standards and best practices across enterprise business units

oDirected near-shore and offshore staff in the maintenance and management of the application

oLed integration between upstream and downstream systems of record using existing functionality saving significant development costs and time

oDesigned and promoted secure document transport to deliver records to the enterprise in a fast, effective, safe and secure manner

oSaved the enterprise 100K+ in development cost on three vendor projects by reusing existing secure document transport

oRealized process time and motion savings across multiple projects

oCoached and mentored staff for growth and development

-Delivered the re-platforming of ECAA from Oracle UCM to EMC Documentum in 2014 and 2015 (lift and shift)

oServed as lead project manager for the complete rebuild from the ground up including platform and infrastructure

oPositioned the repository to scale to 60K users and load 6M documents per month and beyond

oWorked with finance and the enterprise project management organization to manage budget and resource the effort

oDeveloped and socialized capital funding plans and high-level cost-benefit analysis (CBA)

oDefined and promoted enterprise program values, functions and qualities (VFQs)

oCoordinated with clinical consultant teams to define business use cases

oManaged operational readiness for requirements delivery, user acceptance testing, deployment (go live) along with quality assurance oversight, process (SOP) documentation, training, communication, post-deployment control, auditing and benefit tracking

oRepresent the business in planning and collaboration with IT to manage quarterly release schedules, operation & maintenance schedules, and PLM efforts to retire legacy systems

-Represented the business as project manager when engaging IT development and administration teams

oAdvocated and managed ECAA as a solution for clinical document management with UCS clinical review teams and partners, e.g. Benefit Operations, Optum Health Services, and external vendors in support of operational, regulatory, security and affordability initiatives, i.e. medical policy, clinical decision guidelines and medical necessity, for prior authorization, case & disease management, appeals & grievances, fraud, waste & abuse, audit, legal, regulatory and root-cause analysis

oPromoted ECAA as a viewer of Electronic Medical Records (HL7 CDA/CCD) following a 2012 capability alignment

oLed regulatory and information risk compliance projects for security and accessibility

oManaged read-only and read/write licenses for all ECAA users

oLed the development and maintenance of probes, alerts, monitoring and reporting for the application

-Served as business architect for the clinical document management capability domain

oOwned the architecture of migration landscape and took it to end delivery

oServed as the architectural lead on multiple blue-chip programs post-ECAA re-platform, e.g. provider portal for care services including a middleware rules engine, RightFax workflow integration, image transformation, text recognition, document class extension, metadata population and lookup, document typology, and secure document transport from external partners

oEstablished relationships with leadership, partners and business stakeholders in support of capability domain team objectives

oLeveraged corporate resources, abilities, budgets and personnel to deliver outcomes

oCreated a standard, repeatable method to manage adoptions by documenting the End-To-End high-level and detailed design from analysis thru implementation and into steady state

oQualified all capability domain solution adoption candidates for fit to the solution including technical requirements, cost, licensing, use cases, work streams, strategic benefits, dependencies, risks, and competing alternatives

oWorked with business teams and technical analysts to understand business requirements

oDesigned and delivered Net Promoter Score (NPS) surveys to understand the value of systems for customer experience, performance, and affordability

oDefined solutions with capability domain team to support customer business requirements and future strategies

oLeveraged knowledge of assorted solutions to match best-of-breed capabilities to the business need

oManaged cloud services as a business domain capability owner for the CDM program

oPromoted the design and values of the recommended solution while keeping the business stakeholders’ values, functions and quality standards prominent in the decision-making process

oCreated architecture and technical design documents to communicate solutions that will be implemented by the development team

oProduced the capability domain adoption documentation for process and rules management

oPrepared visual diagrams of system architecture, functionality, and process flows

oDeveloped proofs-of-concept and prototypes to help illustrate approaches to technology and business problems

oWorked with n-tier systems containing F5, application, content, database and NAS services

oDesigned systems that were reliable, safe, secure, accessible, scalable and reusable

oConsidered to be the enterprise capability domain technical Subject Matter Expert (SME) by business, architecture and IT

oServed as a technical resource for business teams to help define, estimate, and propose solutions for business opportunities

oPossessed detailed technology, strategy and enterprise knowledge of the enterprise capability domain

oDirected the design, development and assembly of infrastructure to support the enterprise deliver of data and documents safely and securely across internal and external networks, firewalls and servers

oDefined and managed business continuity and disaster recovery plans including multiple data centers design to support high availability (Active/Active), load balancing (F5) and redundancy (Production/Stage)

Key Achievements:

-Unified enterprise clinical document management domain across the enterprise (UHG, UHC and Optum)

oTransitioned new and existing business use (users and work streams) off legacy repositories (silos like SharePoints and Shared Drives) and onto the enterprise single source of truth (eSSoT)

oTransitioned existing clinical and case documents off legacy repositories (silos) and onto the eSSoT and decommission legacy platforms

oTransitioned best-of-breed legacy or satellite platform functionality, e.g. enhanced contribution channels and extended document class metadata, onto the eSSoT and decommission legacy platforms

oMigrated very large data sets from unapproved vendors into the eSSoT

-Received UHC Corporate Innovation Award: "Digital Electronic Medical Records Transform Care for Millions" in 2014 for HL7 CDAs and CCDs feed integration to the enterprise clinical archive application (ECAA)

-Initiated an enterprise innovation to allow hospitals to submit medical records directly to areas within UHC using Closed Loop Messaging with secure email and a secure external FTP portal connected directly to the enterprise clinical records repository

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-Achieved Critical Business Application status for the enterprise clinical archive application (ECAA)

Other Duties and Responsibilities:

-Served as lead clinical appeals reporting and analytics manager for 4+ years

oManaged 70+ standing operational and regulatory reports due on a variety of timeframes

oFulfilled ad hoc and audit requests on a regular basis

oTranslated detailed reporting criteria against relational database actuals

oWorked directly with reporting analysts to extract and present the data

oUsed creative strategies and tactics to bridge gaps in data management and automation (MS Excel VBA)

-Served as letter maintenance administrator for clinical appeals using Topdown’s Client Letter for 6+ years

-Acted as project manager for hundreds of initiatives large and small over the years in multiple areas to run, grow and transform operational and regulatory business services

-Acted as strategic consultant (Subject Matter Expert) on clinical business practices for multiple domains (data, document, content and correspondence) across multiple business segments and functional areas for 10+ years

Booz Allen Hamilton, McLean, Virginia August 1998 – January 2003

-Manager of Information Systems

Duties and Responsibilities:

-Served as IS Manager for the Recruiting Services Team (100+)

oSupervised, trained and motivated staff and interns

oSupported the corporate recruiting tracking system (Resumix)

oDeveloped the recruiting team’s intranet

oServed leadership on key initiatives and high-visibility efforts involving systems

-Led the online recruiting strategy and delivery for the enterprise

oDeveloped and managed 30+ online recruitment vendor service relationships

oManaged a $500K annual budget for online recruitment vendors and systems

oCo-led standing committee for online recruiting strategy and delivery

oDeveloped and maintained business case for new and improved online recruiting services

oDeveloped and maintained systems for online marketing and advertising

oDeveloped and maintained systems for vendor effectiveness and predictive analysis (MS Access, XML)

Key Achievements:

-Established online hiring solutions and partnerships responsible for the growth to 30% of enterprise hires (600+) annually that improved competitiveness for talent, improved time-to-hire, and reduced cost of recruiting

-Integrated information systems and scaled to meet the needs of 30+ online recruiting vendors with minimal dedicated resources and staff

-Firm’s chief operations officer viewed online recruiting results and Return on Investment as best-in-class as compared to non-online recruiting channels

Education

Master of Arts in Mass Communication, 1995, University of Florida

-Concentration in Statistical Methods for the Social Science

-Specialization in Computer-Mediated Communication

-Received full paid tuition and stipend thru a work study assistantship

Bachelor of Science in Public Relations, 1991, University of Florida

Certification

Certified Six Sigma Greenbelt

Skills & Knowledge

Methodology: Six Sigma, RSA, SDLC, Waterfall, Agile, LEAN tools, Solution Business Process Management (BPM), process engineering, ITIL, Delivery Oversight (process design, experience design, business requirements elicitation, change management), solution performance analysis, management consulting

Business Process Management: Pega Systems, trained PRPC Business Architect, transactional systems for banking & insurance, and emerging technologies

Architecture: Conceptual & Solution Design, Zachman, TOGAF, UML, Modeling, ArchiMate Structural & Co-operational Viewpoints, Business Layer Metamodel, Application Layer Metamodel, Technology Layer Metamodel, Landscape Canvasing, SOA, Business Area Context, Solution Area Context, Data Area Context, Prototyping, Simulation, Virtualization, Piloting, Emerging Technology, Cloud Principles & Instances, Business Intelligence with Data Warehousing

Strategy: Capability Roadmap, Strategic Planning, Contingency Planning, Capability & Impact Assessment, CBA, Dependency & Risk Analysis, Strategy Mapping, Conceptual & Reference Architectures, Topology, Ontology, Schema, Data Dictionary

Project Management: MS SharePoint, Cisco WebEx, Cisco Jabber, MS Word, MS Project, MS Visio, MS InfoPath, MS PowerPoint, MS Excel, MS Access, Adobe Acrobat Pro, VBA (Excel), desktop, telephone VoIP

Program Management: Net Promoter Score, DCRUM, New Relic, ELK, Rally, HP Quality Center ALM, Numerous Home-Grown Systems: Demand Management (PPM Optics), Cross-Team Application Development (ADR), Application Verification (Contract & Procurement), Application Service Profiles (ITSM), Security Provisioning (Secure with Active Directory & Global Groups), Financial Accounting (Cost Benefit Analysis, Capital Management & Expense Forecasting)

Document Management Systems: EMC Documentum, Oracle UCM, Stellent, Depth in related systems: web applications, session control, LAN/WAN, VPN/token/smart card authentication, Apache, SQL, DBMS, NAS/SAN, Windows OS, TCP/IP, DNS, HTTPS, SFTP

Clinical Management Systems: Health Services Records (ICUE, EHR, EMR, HL7, CCDs, CDAs), Medecision’s CarePlanner

Correspondence: Topdown’s Client Letter, RightFax

Clinical Quality: Medical Management, Clinical Necessity, NCQA, HEDIS, STAR, Triple Aim: Positive Experience, Population Health, Affordability of Care

Clearance

National Agency Check (NAC) Department of Defense

Profile

Strength Finders: Achiever, Analytical, Arranger, Learner, Responsibility, Woo, Communication, Command

Myers-Briggs: Extraversion, Intuition, Thinking, Judging

Motto: Plan the Work, Work the Plan

Personal: Family, Faith, Charity, Community, Taekwondo, Cycling, Gardening, Cooking, Grilling (BBQ!)

Quote: If I have ever made any valuable discoveries, it has been owing more to patient attention than to any other talent. Isaac Newton

Experience at a Glance

Interests: Business Innovation Through the Application of IT Systems

Business: Clinical Business Enablement, Healthcare, Insurance

Program Management: Technology Roadmapping, IT Process & Technology Assessments, Aligning Business & IT Strategies, IT Business Transformation, Change Mobilization, Continuous Improvement

Project Management: RSA, Six Sigma, Systems Development Life Cycle (SDLC), ROI

Architecture: Infrastructure, Platform, Safety, Security, Accessibility, Availability, Functionality, UI, Integration

Analysis & Analytics: VFQ, Business Requirements, Effectiveness, Affordability, Growth, Sustainability

Operational Readiness: SOP, UAT, Access, Training, Go Live, Steady State

Systems: Data, Document, Content, Correspondence

Vendor: Product and Service Acquisition, Contract Negotiation, Relationship Management

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