Health Plan Customer Experience
Resume:
Stacy Dreyfus-Palmesano
Experience
December February 2020 - Present
Health Care Experience Improvement Manger • Excellus Health Plan, Inc.
Analyzes oOfficial CAHPS and hHealth pPlan CAHPS internal pulse survey data to strategically drive, create, implement, and evaluate the hHealth pPlan’s CAHPS road map targeted at internal and external stakeholders to, increase awareness of CAHPS and, its impact to the our organization, and support key efforts to drive CAHPS performanceimprovement within Health Plan CAHPS performance.
Drives and executes CAHPS improvement strategies, including the Close-Loop Feedback Program, Gap Outreach Coverage Program, CAHPS Risk Engagement Strategies, and CAHPS Safety Net LOB Dental Strategy. Develop trainings and presentations in support of the Close-Loop Feedback Program.
Strategically creates, develops, and executes CAHPS internal and external communications, such asincluding a CAHPS nNewsletter, CAHPS bBlog articles, and CAHPS sSpotlight in pProvider nNewsletters to drive improvement within Health Plan CAHPS.
Facilitates and liaison in the deployment of the hHealth pPlan CAHPS survey and oOfficial CAHPS survey.
Serve as a cCustomer/mMember eExperience NCQA aAdvisor responsible forand examining, collaborateing with stakeholders tos, and assesssing accreditation and quality requirements for timely and accurately NQCA submission.
Support Customer Experience (CX) Governance and Operations and Responsible for analyzing the voice of the customer to build, design, facilitate and implement integrated learning solutions for internal Customer Experience (CX) CX Champions training program.
Serve as a committee member on the internal culture groups, such as Just for Fun and Population Health CREW, creatinging and implementinging fun activities for Lifetime Companies.
February 2020- December 2020
Health Care Experience Improvement Manger• Excellus Health Plan, Inc.
Coordinates Health Plan CAHPS program communication road map targeted at internal and external partners to increase awareness of CAHPS, its impact to our organization, and key efforts to drive improvement within Health Plan CAHPS performance.
Collaborates with CAHPS Manager to strategically create and develop CAHPS internal and external communications, such as CAHPS Newsletter, CAHPS Blog articles, and CAHPS Spotlight in Provider Newsletters to drive improvement within Health Plan CAHPS.
Drives and executes the Close-Loop Feedback Program for Health Plan CAHPS, Research Insights and Digital Analytics.
Creates and develops trainings and presentations for the Close-Loop Feedback Program.
Provides ongoing strategic support to escalation partners and escalation owner to improve member experience measures and drive success.
Continuously assesses program effectiveness and identifies opportunities for improvement.
Supports the clinical quality teams’ goals and projects to increase efficiencies.
Coordinates and supports Customer Experience (CX) Governance and Operations
Serve as a member on the Just for Fun and Population Health CREW creating and implementing fun activities for Lifetime Companies.
Serve on the Organizational Digitalization Employee Technology Advisory Group (ETAG), evaluating and creating a long-term roadmap to influence technologies focused on enhancing the employee experience, collaboration and& productivity. at the health plan.
Support clinical quality team goals and projects.
February 2018 - February 2020
Executive Assistant • Excellus Health Plan, Inc.
Conducteds planning to ensure the Strategic Business programs department a has a roadmap supported ofby short and long- term goals for Strategic Business Programs..
Identifiedy, prioritized and evaluated the needs of the Strategic Business Programs Team. This includes, but is not limited to, including information research, creating and editing communications, documents and spread sheets and confidential record management.
Coordinatedion of Strategic Business Programs special events, such as meetings with external stakeholders,, all staff meetings, and team building activities. Facilitated arrangements and complex logistics for extensiveArranged executive and team travel, conferences, and internal and external events.
Coordinated the ion of the administration budget throughin preparation, review and ultimate submission. In additional, to, and year-round validateding and reconcileding year-round of departmental expenditures year-round.
Created, managed and maintained a complex calendar in a highly dynamic environment.
Facilitate arrangements and complex logistics for extensive executive and team travel, conferences, and internal and external events.
Strategically supporteds corporate administration suite on an impromptu basis.
Served as a member on the Just for Fun group, creating and implementing fun activities for Lifetime Companies. and Organizational Digitalization Employee Technology Advisory Group (ETAG).
Supervisedor of Strategic Business Programs hHigh sSchool iIntern.
Serve on the Organizational Digitalization Employee Technology Advisory Group (ETAG), evaluating and creating a long-term roadmap to influence technologies focused on enhancing the employee experience, collaboration & productivity at the health plan.
August 2012 - February 2018
Executive Assistant to the President and CEO • Capital District s Physicians’ Health Plan, Inc. (CDPHP)
Engaged in confidential, professional and effective communications as the first point of contact in the office of the President & CEO.
Representeds the organization at various high-profile, public events.
AssistSupporteds CDPHP’s sponsorship team with strategic support in the community around community programs and philanthropic giving, while upholding CDPHP’s health and& wellness initiatives.
Engage Served as a liaison to communications staff to develop, distribute, and facilitate internal and external messaging for the President & CEO.
Responsible for resolutionResolved, referredal and triaged of high level issues, including those involving eExecutive sServices, in consultation with relevant and appropriate divisions of the companydepartments.
Served as an ambassador and project lead for the Employee Experience team, developing, and implementing new solutions tothat enhance organizational the efficiencies across the organization and ensure smooth daily operations within the ooffice of the President & CEO, the Chief Leadership tTeam, and the Strategic Support tTeam.
Assessed, evaluated and provided feedback on the status of projects and/or programs, and conducted independent research and analysis as needed, andto presented findings to the Chief Leadership tTeam.
Managed, mentored and coached the CDPHP Strategic Support tTeam, ensuringpreparing business readiness for administrative staff to to work both effectively and efficiently while, while supporting the organizational needs of their individual departments.
Identifiedy, prioritized and evaluated the needs of the President & CEO. This includes, but is not limited to, including word processing, desktop publishing, creating spreadsheets, data compilation and analysis, proofreading, and confidential record management.
Coordinated the administration budget through preparation, review and submission, and validated and reconciled year-round department expenditures.
Coordination of the administration budget in preparation, review and ultimate submission. In additional, to year-round validating and reconciling of departmental expenditures.
Created, managed and maintained a complex calendar in a highly dynamic environment.
Facilitate arrangements and complex logistics forArranged extensive executive travel, speaking engagements, conferences, and internal and external events.
August. 2009 - August. 2012
Senior Administrative Coordinator • Senior Whole Health of New York
Analyzeding and processeding sensitive and confidential information including company reports and correspondence.
CompletSupporteding the timely completion of major projects for the President and sSenior lLeadership. Activities included by creating and running reports and writing, editing and formatting: letters, power points, emails and projects.
Completing major projects for the President and Senior Leaders by establishing objectives, determining priorities, soliciting managing time, soliciting the cooperation of others, monitoring progress, and meeting deadlines., creating and running reports, and writing, editing and formatting letters, presentations, and emails.
Training Trained and aAssisted sing Staff on organizational policies and procedures forof all dDepartments across (Albany and& New York City offices).
Problem solveding office issues to create facilitate organizational success by improvingand improve employee the performance and well-being of employees.
CoordinatinServed as ag liaison for Senior Whole Health’s New York Offices (Albany and New York City offices) with Senior Whole Health’s Cambridge Central Services office and Albany Housing Authority.
Organized corporate events and rRepresented organization at ting SWH at community events and company-sponsored events sponsored by SWH.
Corporate events organizer and planner.
Performed tTroubleshooting on office equipment and /software, and facilitated repairsrepairs.
Supervisedsing aAdministrative staff; in addition, to and covereding for Eligibility/Marketing Specialist and Community Resource Coordinators.
Organizing Maintainedand maintaining file system, and file correspondence for organization’s governmental and institutional documentation.
September 2008 - May 2009
Graduate Assistant
Center for Catholic School Leadership and Faith Based Education, Fordham University, New York, NY
September 2007 - May 2008
Graduate Assistant
NYS Bilingual School Psychology Support Center at Fordham University, New York, NY
May 2007 - September 2007
Mental Health Therapy Aid
Capital District Psychiatric Center, Albany, NY
Education
Fordham University, New York, NY, Dec. 2009
Master of Science in Educational Psychology, GPA 3.8
University at Albany, Albany, New Yor, k May 2007
Bachelor of Art in Psychology, GPA 3.4
Research
February 2020-Present
Health Care Experience Improvement Coordinator/Manager: CAHPS
Excellus BCBS, Rochester, NY
September 2008-May 2009
Graduate Assistant
A NSF Grant: Analyzing and Improving Teachers Practices to Foster Discard
Fordham University, New York, NY
May 2008-September 2008
Graduate Intern, Summer Position
Wildlife Conservation Society, Public Research and Evaluation, Bronx, NY
January 2008-May 2008
Volunteer Graduate Research Assistant to Dr. Mitchell Rabinowi
Fordham University, Graduate School of Education, New York, NY
September 2008-May 2008
Volunteer Graduate Research Assistant to Dr. Akane Zusho
Fordham University, Graduate School of Education, New York, NY
June 2007- December2007
Member of the Research Committee Board
Capital District Psychiatric Center, Albany, NY
September 2006-May 2007
Volunteer Undergraduate Research Assistant to Dr. Edelgard Wulfert University at Albany, Psychology Department, Albany, NY
Teaching Experience
August 2020-Present
Lead designer and facilitator, CX Champions Training Program
Excellus BCBS
January 2005- May 2005
5Teaching Assistant, Social Morality and Citizen Education, Discussion Section
University at Albany, Education Department, Albany, NY
January 2003-May 2003
Intern, Teacher Assistant
Head Start Program, Manhasset, NY
Publications
Meek, P.D., Coates, A.D., Norelli, L., Woodcock, D.P., Shobola, O., Dreyfus, S., Gumustop, B., & Kovasznay, B. (2008). T1312 Constipation in Patients with Schizophrenia: A Systematic Review of Antipsychotic Trials Comparing Clozapine. Gastroenterology, 134, A-528.
Acknowledgements
Fraser, J. & Sickler, J. (2008). Why do zoos and aquariums matter handbook: Handbook of research key findings and results from national audience survey.
Research Presentations
March 2008
Subway Summit on Cognition and Learning, New York, NY
Knowledge Representation within Domains: Distinguishing Facts from Opinions
Technical Skills
Technology: Power BI, Excel, PowerPoint, Publisher, Visio, Outlook, and Adobe Professional.
68 Lapham Park
Webster, NY 14580
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