Operations & Change Leader in Digital Health

Kristen Michelle Cain

*** ********* **. *** * Greensboro, NC 27409 336-***-**** ********@*****.***

Professional Summary

Results-driven professional with over 8 years of experience leading organizational transformation, digital product operations, and customer engagement initiatives. Recognized for strong communication, problem-solving, and leadership skills in fast-paced, dynamic environments. Skilled at driving operational excellence, enhancing customer satisfaction, and managing change within complex, technology-driven organizations. Excels at building cross-functional partnerships, adapting to ambiguity, and implementing innovative process improvements that align with business goals.

Core Competencies

• Change Management & Organizational Transformation

• Digital Product Operations & Continuous Improvement

• Stakeholder Engagement & Relationship Management

• Agile / Scaled Agile (SAFe) Mindset & Delivery Alignment

• Cross-Functional Leadership & Collaboration

• Communication, Facilitation & Conflict Resolution

• Customer Experience Optimization

• Innovation & Process Redesign

Professional Experience

UNITED HEALTHCARE – PSR

September 2022 – Present Greensboro, NC

• Manage digital and operational workflows to support efficient service delivery and patient coordination.

• Collaborate with cross-functional teams to streamline customer processes and improve experience outcomes.

• Support organizational transformation initiatives by adapting to new technologies and system enhancements.

• Leverage problem-solving and communication skills to address escalated member inquiries and resolve complex service issues.

AETNA – Health Concierge

December 2020 – Present Remote

• Serve as primary point of contact for members, resolving benefits questions and navigating claim challenges.

• Utilize digital systems to analyze and communicate coverage details, ensuring member understanding and satisfaction.

• Demonstrate adaptability and change leadership within an evolving digital health environment.

• Partner with cross-functional teams to identify improvement opportunities and enhance service delivery.

CONE HEALTH – Patient Engagement Center

January 2020 – July 2020 Greensboro, NC

• Delivered high-volume support for more than 180 medical practices and hospitals across the Triad region.

• Supported technology-driven scheduling, medication, and referral processes to enhance operational efficiency.

• Collaborated with healthcare and administrative teams to maintain a seamless patient experience.

• Applied change management principles to maintain performance during system updates and process transitions.

Additional Experience

• Front Desk Administrator, Fairfield Inn & Suites by Marriott (2018–2020)

• Professional Concierge, Best Upon Request (2017–2018)

• Teacher, Kindergarten Prep Academy – Childcare Network (2013–2014)

• ACES Group Leader, Guilford County Schools (2009–2013)

• Office Support & Secretarial Services, Mt. Olivet A.M.E. Zion Church (2009–Present)

Education

Walden University, Minneapolis, MN — Master of Social Work in Children and Families

North Carolina Agricultural and Technical State University, Greensboro, NC — Bachelor of Liberal Arts, Family Consumer Sciences Concentration

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