Client Support Sales

Patricia Wright

DeSoto, TX ***** linkedin.com/in/patricia-l-wright/

Workflow Manager

Dynamic and results-driven leader with a proven track record in strategic leadership, training development, and client support within the healthcare and pharmacy benefit management sectors. Adept at leading cross-functional teams to identify knowledge and skill gaps, develop innovative training programs, and ensure compliance with industry standards. Demonstrated expertise in managing large-scale health benefit plans, optimizing operational processes, and fostering client relations through effective problem resolution strategies. Skilled in utilizing data collection tools to measure training impact, providing consultative guidance, and maintaining a growth mindset to drive performance and enhance personnel skill sets. Known for exceptional communication, team coordination, and the ability to adapt to new technologies to increase productivity and accuracy quickly. Recognized for the ability to inspire and mentor high-performing teams, ensuring the achievement of organizational goals and objectives.

Skills & Systems

Human Resource Management Training Delivery & Design Project Management Mediation & Advocacy Superior Communication Recruiting & Retention Orientation & On-Boarding Employee Relations Performance Management Benefits Administration Microsoft Office Suite RxClaim & PEGA Salesforce Smartsheet RX Navigator Kronos

Professional Experience

Aetna-CVS Health, INC., Irving, TX July 2022 – December 2024

Manager, Learning & Performance, National Medicare Sales, November 2023 - December 2024

Strategic Leadership: Provided direction, mentorship, and coaching for a diverse team responsible for designing and delivering innovative learning experiences across the Sales Enablement team.

Training Development: Spearheaded the development and rollout of Sales Enablement onboarding training program, ensuring compliance with Centers of Medicaid/Medicare Services and enhancing the skill set of the Sales Support team.

Learning Strategy: Developed a market-leading learning strategy and roadmap through ongoing needs analysis, ensuring optimal product positioning and collaboration with cross-functional teams for content accuracy.

Stakeholder Engagement: Built and maintained relationships with business leaders, engaging stakeholders to create learning experiences that meet organizational needs.

Sales Support: Advised local market teams to address and resolve sales barriers, provided consultative guidance for specific sales opportunities, and monitored the ROI of training programs.

Event Coordination: Directed the development of engaging learning content for the annual Sales Conference, supporting over 2,000 attendees and aligning business performance objectives with Event & Marketing teams.

Industry Knowledge: Maintained awareness of healthcare industry trends, leveraged technology for efficiency, and managed partnerships with licensed content providers.

Expertise: Demonstrated expertise in AI BOT training, sales processes, coaching, compliance, quality, and effective sandboxing.

Senior Analyst, Instructional Design, July 2022 - October 2023

Strategic Collaboration: Consulted and collaborated with various stakeholders, including Learning Design and Development Analysts, Learning Advisors, Business Partners, Subject Matter Experts, Trainers, and project teams to build, design, develop, execute, and evaluate the Learning & Development strategy.

Leadership Training: Developed and implemented leadership training courses focusing on coaching and feedback communication for instructors, compliance teams, and supervisors. Created and led training for Medicare, Medicaid, and Value-Based Care programs that helped obtain Medicare and Medicaid accreditation.

Mentorship: Served as a subject matter expert and mentor to a high-performing and engaged Learning & Development team, inclusive of learning experience designers, learning partners, and learning technologists.

Innovative Training Solutions: Utilized adult learning theories and Instructional Design methodology to develop interactive training solutions using a variety of learning modalities such as mobile learning, web-based training, social learning, adaptive learning, self-directed learning, virtual and on-site facilitation, job aids, and other training materials.

Patricia Wright ********.********@*****.*** Page 2

CVS Health, INC., Irving, TX February 2012 - June 2022

Benefit Manager, Specialty, November 2021 – July 2022

Management of Health Benefit Plans: Led the management of large prescription health benefit plans ranging from $35 million to $253 million in revenue.

Operational Oversight: Oversaw the development of operational timelines, project plans, and milestones to effectively execute the coordination of new business implementations and maintenance of specialty drug benefit changes within client performance guarantee timelines.

Client Support: Provided daily support for client account activities, reporting, coordination of new business implementations, and plan design changes. Identified process improvement opportunities to make the processing of plan design requests more efficient, resulting in reductions of service warranties and member impact.

Process Improvement: Identified process improvement opportunities, inclusive of risk mitigation for both immediate and downstream impact for clients and internal partners, resulting in significant reductions of service warranties and customer impact.

Manager, Training, January 2019 - October 2021

Technical Leadership: Provided leadership, coordination, and facilitation for large-scale training initiatives and program implementations related to Pharmacy Benefit Management offerings, RxClaim system processing, and automation solutions.

Training Development: Directed the development and implementation of training programs for new hires and existing employees. Collaborated with senior leadership to facilitate the company's transition to remote operations during the COVID-19 pandemic, particularly for healthcare learning and development teams.

Impact Measurement: Utilized data collection tools and methods to measure the impact of training. Reviewed and tested internal, vendor-created, and other media for use within the organization, and/or deployment via LMS systems.

Consultative Partnership: Served as a consulting partner with internal stakeholders, external clients, and IT partners to ensure the development of quality standards of operation, training programs, and valuation of training ROI and facilitator development.

Growth Mindset: Maintained a growth mindset, adaptability, and curiosity while collaborating within the program design process by conducting needs assessments, task analysis, researching knowledge tasks, working with subject matter experts to validate content, and creating supporting design documents, including storyboards and mock-ups.

Senior Training Consultant, July 2016 - December 2018

Collaborative Leadership: Partnered with leadership and team to identify knowledge and skill gaps, developing and implementing interactive training programs.

Training Development: Determined the best operational approach and executed coding directives and strategies, which resulted in successful client benefit implementation meeting Client intent.

Training Delivery: Coordinated and conducted training using various techniques, including computer-based, web-based, hands-on, classroom, distance learning, and partnership programs. Acted as a liaison to key stakeholders for training scheduling, tracking, and assessment reporting.

Employee Training: Trained over 2,000 employees in three months on strategic direction for healthcare and pharmacy benefit plans, company systems, and sales and compliance processes. Designed and presented leadership programs on employee development and soft skills.

Onboarding and Development: Facilitated top-quality onboarding, cross-training, career development, and upskill training to enhance personnel skill sets. Partnered with employees at various levels of computer expertise to quickly increase productivity and accuracy with the latest technology.

Patricia Wright ********.********@*****.*** Page 3

Client Benefits Representative, June 2014 - June 2016

Collaborative Partnership: Worked with internal and external partners to ensure client satisfaction and quality standards within benefit plan design. Successfully implemented client benefit plans by determining the best operational approach and executing coding directives and strategies.

Benefit Plan Analysis: Analyzed, researched, and implemented benefit plans to meet quality and production standards. Validated coding accuracy using tools and testing scenarios to ensure minimal financial impact or client/participant disruption.

Claims Analysis: Provided claims analysis and other reporting data to validate client intent and coding activities, ensuring minimal participant disruption 3.

Account Manager, Med-D, February 2012 - May 2014

Pharmacy Account Management: Supported major Commercial and Med-D market accounts, acting as a liaison between the pharmacy and the client support team. Fostered client relations with effective problem resolution strategies.

Client Support Activities: Managed day-to-day client support activities resolved routine to complex client requests, optimized benefit plan changes, analyzed complexity, and identified root cause analysis of adjudication issues.

Team and Client Coordination: Organized and led daily team and client calls, alongside weekly staff coordination meetings, providing issue review and updates in support of implementation and issue resolution.

Effective Communication: Ensured effective and timely communication of account management tasks and issue resolution to meet client expectations and intent. Designed and presented weekly summaries for all designated tasks to the client and team.

Defect Identification and Solutions: Partnered with internal resources to identify defects that occurred during the benefits transition process and proposed appropriate solutions.

Education & Certifications

Instructional Design Certificate

Association For Talent Development - Alexandria, VA

Training Certificate

Association For Talent Development - Alexandria, VA

Diversity, Equity & Inclusion in the Workplace Certificate

University of South Florida - Tampa, FL

Disney’s Approach to Leadership Excellence

Disney Institute - Lake Buena Vista, FL

Associates in Applied Science

Northlake College - Irving, TX

Certified Professional in Human Resources (PHR)

Rice University- Glasscock School of Continuing Studies - Houston, TX

Contact this candidate