Project Manager Customer Service
Resume:
BRIAN STRANGE
Allen, TX ****2
*****@*********.***
Cell: 214-***-****
Healthcare operations and IT professional with an entrepreneurial spirit, exceptional leadership qualities and sustainable relationship building skills.
Qualifications Summary
Change leader achieving full top to bottom transformations, including strategy and process change
Consistently building high performing teams and retaining critical talent
Dedicated program/project manager achieving on-time and on budget successes with many critical and core implementations
Seasoned in executing offshoring and outsourcing models to build a stronger delivery capability
Proven critical thinker in turning around many struggling initiatives and projects by synthesizing and executing the right plans while maintaining a calming influence
Experienced in building and executing methodologies that work, including competencies such as PMO, Change, Vendor Management, Client Management, Business Analysis, and Business Process Engineering
ON &
Experience
Independent Consultant (April 2011 Present)
Healthcare Software Company
Successfully designed and implemented a new client management approach to retain clients through relationship nurturing and service performance
Transformation Consulting Firm
Developed core competencies for PMO delivery and approach
Deployed a transformation toolkit used by the firm for their clients
State Medicaid TPA
Led the approach for the organization’s entry to a new market for commercial payer clients by designing the organizational structure and processes required for success
WEA Trust Insurance
Achieved long-lasting, year over year changes by leading an organizational transformation effort to completely re-imagine and re-engineer the company’s business model and approach, .
Program/Project and Change management skills leveraged to achieve:
oThe deployment of a high performing PMO
oAn effective organizational structure and governance model
oThe selection and installation of the corporate integration engine and interfaces
oThe selection and installation of the corporate integration engine and interfaces
oNew top to bottom operational processes
oNew processes and methodologies for Vendor Management, Enterprise Architecture, and IT
oAn efficient IT delivery model
oProven ROIs for all initiatives
Baylor Health Care System
Leader responsible for assessing Baylor’s application needs for the Transplant Department
Achieved buy-in on the new synthesized strategy at all levels
Successfully completed multiple RFPs and vendor selections (Patient Management, Patient Housing, and Imaging), RFP process was adopted as Baylor’s corporate standard
Project manager and leader for the clinical and administrative workflow reengineering and standardization
Implemented a patient long-term housing application
Implemented a new imaging application and workflows
Dell Services, Formerly Perot Systems (January 2007 – April 2011)
Director of Physician Services Implementations & Support
Leader responsible for all Ambulatory/Physician Services Electronic Health Record and practice management implementations and methodologies
Change leader responsible for the adoption of change within physician groups
Client executive responsible for up-sales, overall client delivery, and P&L
Successfully implemented large scale EHR and practice management applications for Howard University Physicians, Marshall University Physicians, Oakwood Health Physicians, and Methodist Physicians Group
Developed and executed marketing program for affiliated/community practice base
Negotiated and executed contract agreements with affiliated physician practices
Achieved clinical adoption of the application and processes
Established long-lasting executive and physician leadership relations
Fiserv Output Solutions (January 2006 – November 2006)
Healthcare National Account Director
Healthcare segment responsibility included 20 clients, 3 of which are in the nation’s largest 5 health plans
Leadership responsibility for IT, Implementations, Customer Service, and Auditing
Program manager for all healthcare projects
SLA Responsibility (routine achievement 99%+ of all SLAs)
Acclaimed development of the company’s user group for healthcare, the first for the company and achieved vice president level participation from clients (received extremely high reviews from attendees)
Built strategic relationships with clients
2006 Client Surveys yielded an average satisfaction score of 1.5 for responsible clients (the scale is 1 – 7, with 1 being the best)
Consulted on healthcare solutions outside the company’s area of expertise, including an overall Fiserv Health e-commerce strategy
Recognized success by presenting a web portal strategy session at the 2006 Healthcare Communications Forum at Harvard
Perot Systems (June 1996 January 2006)
Client Delivery Executive (January 2001 – January 2006)
BPO Client Delivery Executive for Physicians Plus Insurance Corporation
Successfully led the implementation of the organization’s first health plan portal, achieving media recognition and coverage
Project manager for key projects including portals and core system implementations
Responsible for all operations (Claims, Billing, Enrollment, IT, PMO)
Client side CIO, developed the client’s short and long term strategy, as well as led the client side resources
P/L forecasting and management
C-level relationships
Responsible for up-sales and growth targets with the client
Led Dell’s pursuit of MSO clients at large health systems, resulting in the assumption of ownership for the new business
IT/Client Delivery Executive (June 1996 – December 2000)
IT Director with a transition into the Client Executive position for Magellan Behavioral Health
Achieved PerotSystems’ project management certification, based on PMM, but with intensified training
Project manager responsible for all efforts in implementing and transitioning Magellan’s largest client, Prudential
25 staff members
Project manager for data warehouse development
Program management of 10 – 15 simultaneous projects, which included 5 major efforts at any given time
J.C. Penney (September 1989 June 1996)
IT Programmer/ Project Manager
Last three years in a technical manager role
Project managed and lead developer in one of the company’s largest projects, which modified or created thousands of programs and job streams.
Project manager responsible for creating a 24 hour support team/help desk
Education
Southeastern Oklahoma State University BS Information Systems 3.78 GPA
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