Strategic Initiatives A Full-Time
Resume:
Jeanne Larson
West Des Moines, IA. *****
515-***-**** **************@*****.***
Proactive leader with over 15 years of experience optimizing organizational performance, driving sustainable growth, and delivering exceptional customer satisfaction. Skilled in enhancing client experiences, solving complex problems, and leading high-performing teams to achieve measurable outcomes. Proven ability to collaborate with diverse stakeholders, align business priorities with strategic initiatives, and foster a culture of accountability and continuous improvement. Adept at leveraging strong organizational and communication skills to deliver impactful results in fast-paced environments. Skills
Leadership Strategic Implementations Analytical Problem-Solving Member Experience Empathy Critical Thinking Decision-Making Interpersonal Communication Relationship Management Adaptability Conflict Resolution Compliance Team Management Operational Excellence Performance Management Talent Development & Performance Contract Negotiation and Management I NEMT Transportation PROFESSIONAL EXPERIENCE
Centene (Iowa Total Care)
West Des Moines, Iowa
Manager of Provider Relations (Medicaid- Managed Care) January 2020 - August 2024
• Strategic Initiatives
o Successfully direct the implementation of strategic initiatives, ensuring alignment with organizational goals and driving execution. Lead coordination within a matrix team environment, overseeing the seamless integration of new processes and actionable technologies as a subject matter expert (SME).
o Proactively addressing challenges using problem-solving skills to mitigate risks and ensure a smooth strategy for positive outcomes. Consistently met and exceeded Service Level Agreements (SLAs) by delivering high-quality results within deadlines, ensuring compliance within internal guidelines with business segment liaisons. (BSL) o Contributed to the successful implementation and startup of the new Managed Care business in Iowa, playing a key role in launching operational processes for the Iowa Medicaid program and ensuring timely delivery of objectives.
• Compliance
o Ensures departmental and organizational compliance by meticulously monitoring and implementing Medicaid platform policies, regulations, and contractual obligations, maintaining alignment with state and federal requirements.
o Facilitated internal audits and reporting processes to identify and address compliance gaps, collaborating across teams to develop and execute corrective action plans that ensured organizational integrity.
• CSAT and Net Promoter Score
o Contributed in improving yearly Provider Satisfaction Surveys 8%, by implementing strategies with careful analysis of previous survey data to boost provider engagement, communication and key areas of improvement. (NPS)
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o Optimization of processes and personalized team support to enhance provider experience, leading to a 20% improvement in Provider Relations satisfaction scores.
• Relationship Management
o Extensive experience in managing relationships, balancing organizational goals and provider needs with successful outcomes for both parties.
o Strong communication skills in conveying complex information clearly, actively listening, and summarizing key points to ensure understanding and address stakeholder concerns effectively. o Prioritization of open dialogue and transparency, fostering long-term partnerships and successful conflict resolution between providers and the organization.
• Effective Communication
o Maintaining clear communication with fellow collaborators, fostering teamwork and driving projects to successful completion.
o Collaboration across multiple disciplinary departments to facilitate the successful implementation of key initiatives, ensuring alignment and improving cross-functional coordination. Internal satisfaction scores resulted in an 11% improvement. o Adept at managing high-stakes discussions and delivering results that meet C-suite expectations
• Conflict Resolution
o Effective resolution of provider disputes by identifying issues early and implementing strategic solutions.
o Leading a cross-functional team to address a recurring billing issue, streamlining communication between providers and internal departments, which resulted in a 28% reduction in dispute resolution time and improved provider satisfaction. o Facilitated conflict resolution between providers and internal teams by addressing concerns, analyzing root causes, and proposing balanced solutions to align provider needs with organizational goals.
• Leadership
o Designed and executed training programs tailored to staff needs, incorporating individualized mentoring plans to support professional growth; achieved a 20% increase in employee satisfaction scores.
o Developed detailed playbooks to standardize processes and ensure consistent performance, reducing error rates by 15% across the team within six months. o Led cross-functional teams remote and onsite to achieve and exceed key performance indicators (KPIs), driving a 15% improvement in operational efficiency through strategic planning, goal alignment, and team performance optimization. United Healthcare
West Des Moines, Iowa
Associate Director of Provider Services -National Med Trans September 2019 - January 2020
• Provider Network Performance Management
o Development and implementation for Voice of the Customer (VOC) survey programs by identifying key customer touchpoints, designing targeted survey questions, and leveraging feedback tools to gather actionable insights.
o Overseeing NEMT operations, optimizing service delivery, and improving customer satisfaction. o Collaboration with cross-functional teams to integrate feedback into workflows, ensuring continuous improvement and alignment with customer needs, resulting in 9% enhanced satisfaction and measurable service outcome improvements.
• Network Creation & Optimization
o Facilitation of targeted development training for Contact Center, Remote and onsite Field Staff, including SOP’s, playbooks, and best practices to ensure high performance and adherence to organizational guidelines.
• Strategic Adaptation & Flexibility
o Alignment of departmental strategies to address evolving business and operational needs. This was accomplished by creating and tracking KPI’s (Key Performance Indicators) for staff. 3
o Expert in driving start-up success through effective planning, execution, and rapid scaling of new initiatives.
• Provider Training & Education
o Creation of tailored training programs for external providers, leading to improved competency, service quality, and stronger organizational partnerships.
• Operational Efficiency Improvement
o Recognize and resolve technical, operational, and organizational challenges to enhance efficiency, resulting in streamlined operations, reduced downtime by 11%. o Proficient in creating, managing, and maintaining Salesforce documentation. o Supervision of Field Operations and Call Center Associates of leading initiatives in hiring, training, coaching and staff development to enhance performance and technical expertise. o Fostered a supportive environment that improved team performance and increased stakeholder satisfaction by 15%.
Manager of Provider Relations and Service Advocacy August 2015 - September 2019
• Provider Network Development & Management
o Supervision and implementation of strategies to develop and manage provider networks, focusing on identifying gaps, forecasting needs, and optimizing operational performance. o Analyzed network performance and market trends to create targeted strategies to enhance network efficiency and service delivery. Implantation of identified opportunities resulted in a 14% increase of a more robust and effective provider network. o Contributed to the successful implementation and startup of the new Managed Care business in Iowa, playing a key role in launching operational processes for the Iowa Medicaid program and ensuring timely delivery of objectives.
• Collaborative Problem-Solving
o Collaborates with multidisciplinary teams to develop actionable solutions that align departmental strategies with customer and stakeholder needs.
o Facilitation of cross-functional discussions to address complex challenges, ensuring strategies are comprehensive, practical, and aligned with organizational goals.
• Medicare & Medicaid Strategic Advisory
o Key advisor on complex Medicare and Medicaid business initiatives, providing strategic insights on program development, policy implementation, and operational strategies. (CAHPS) o Ensure alignment with regulatory standards and organizational objectives to enhance the effectiveness and efficiency of Medicare and Medicaid programs through stakeholder collaboration and strategic initiatives.
• Network Optimization & Performance Improvement
o Led initiatives to expand the LTSS/HCBS network, improving service delivery and driving better health outcomes for members.
o Worked closely with case management, claims, and compliance teams to optimize SNP service efficiency and member outcomes.
o Evaluate network performance and collaborate with colleagues and provider focus groups to strengthen infrastructure, optimize provider performance, and enhance care quality. o Facilitation of comprehensive onboarding, training and ongoing support for new providers to ensure a seamless integration and optimal performance. Onboarding satisfaction scores were increased by 18%.
• Effective Communication
o Excels in clear effective communication with team members, tailoring messages to the specific audiences to foster understanding and alignment. The importance of speaking with clarity is essential for building trust and ensuring that key messages are received. o Leveraged strong listening and persuasive communication skills to build internal and external relationships to drive successful project outcomes across the organization. This led to higher customer experience approval.
o Record all completed contacts in Salesforce with accurate and detailed documentation.
• Project & Time Management
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o Ability to manage tight deadlines, competing priorities, and multiple projects with a keen attention to detail.
o Strong organizational and time management skills to ensure efficient task completion, maintaining accuracy and consistency across all projects. My approach involves planning, prioritization, and regular progress monitoring, which allows me to navigate complex workflows and deliver results on time, while maintaining accuracy and consistency. Senior Network Contract Manager March 2013 - August 2015
• Provider Network Development & Management
o Performed market analysis of the provider network to identify gaps and opportunities, to allow for expansion and ensuring retention. Achieved an increased network gain of 6%. o Implementation of quality controls by monitoring network performance, addressing issues promptly, and adapting to changing needs. This was accomplished by meeting with providers face to face and conducting small town halls to gain insights to their barriers.
• Contract Analysis & Negotiation
o Analyze financial and operational impacts of provider contracts, ensuring alignment with organizational goals and highlighting Pay for Performance (PFP) incentive options. o Facilitate comprehensive onboarding, training, and ongoing support for new providers to ensure a seamless integration and optimal performance.
• HEDIS & Quality Initiatives
o Collaboration on HEDIS and Stars initiatives, contributing to strategy development and quality improvement efforts related to performance metrics and scorecards. Achieved a satisfaction rate of 92%.
o Documentation within Salesforce of all contact, outreach and quality initiatives.
• Stakeholder Collaboration & Relationship Management o Establishing and nurtured strong relationships with facilities, ancillary services, and physician medical group providers to support network expansion and performance optimization. o Foster strong relationships with physicians, hospitals, and key organizations to drive quality care, enhance network development, and improve satisfaction and healthcare outcomes.
• Process Improvement
o Coordinating improvement projects by identifying and eliminating defects, leading to better health outcomes for our members.
o Implemented targeted interventions based on process analysis, driving continuous improvement and successful achievement of business objectives. Wellmark Blue Cross and Blue Shield
Des Moines, Iowa
Senior Network Engagement Coordinator September 2010 - March 2013
• Team Leadership & Development
o Guides and manages by example, with a focus on coaching and employee development. o Fostered a supportive environment that improved team performance by 20%.
• Cross-Functional Collaboration
o Nurturing proactive relationships with cross functional areas to address barriers to success. o Facilitated seamless integration of new strategies, improving provider engagement and operational efficiency.
• Process Improvement
o Development and implementation of strategies to enhance provider relations, collaborating with senior leadership to address critical areas.
EDUCATION
• Des Moines Area Community College- Associate of Applied Science in Marketing and Management
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