Sales Customer Service

Andy Tolsma

***** ******** **, ***** ******, UT *4095 801-***-**** ***********@***.***

DIRECTOR, CUSTOMER SERVICES (RK)

I am a mature, highly-collaborative leader with a precise attention to detail who has been an innovator and product leader in a wide range of primarily health care business settings. Major strengths include long-range vision, effective communication, technology creation and leadership and the ability to engage stakeholders and cross-functional partners in order to achieve and exceed organizational goals.

SKILLS

• More than 20 years of creating and leading industry-changing and innovative technology products designed to promote efficiencies and excellence throughout a broad range of business settings. Activities included product design, maintenance of product roadmap, go-to-market strategies, sales and marketing support and business development

• More than 20 years of product development experience, using a variety of SDLC methodologies, including Scrum/Agile, performing needs analysis and creating documentation (use cases, user stories, business requirement and technical requirements documents, among others) that provide team members the information needed to accomplish their tasks

• Educational activities have included:

o Education Coordinator while a Registered Respiratory Therapist (taught CPR, Advance Cardiac Life Support, Smoking Cessation, Pulmonary Rehabilitation, Respiratory Pharmacology, etc).

o Course originator, instructor, and author of companion manual for “Advance Mechanical Ventilation” at Weber State University

o Created video and companion manual on “Inhaled Hazards” for Chevron Oil

o Nationwide presenter on such topics as Substance Abuse (literally became a stand-up comedy routine to enhance engagement), Loss Prevention and Control strategies, and many other topics

o Creator and presenter of training classes and on-line media for employees and customers at Sinclair, P5, Inc and at Ingenix

o HIPAA privacy and security leader and trainer at P5, Inc and Ingenix

• More than 20 years of team creation and leadership and skillful deployment to exceed organizational goals and customer (internal and external) expectations

• An expert communicator, who speaks the language of science, technology and business, with the ability to convey complex concepts and ideas in a manner understood by technical, executive and lay audiences

• 13 years of very diverse clinical background that includes ICU/CCU/NICU, OR, ER, pulmonary rehabilitation, occupational health and pharmacy while practicing as a Registered Respiratory Therapist

• Able to motivate teammates and cross-functional partners at all levels, to work together as a cohesive group that is focused on accomplishing and ultimately exceeding organizational goals

• Principle architect of an on-line revenue cycle management product which included a robust transaction data analysis, manipulation and display engine

• Self-motivated, disciplined, willing and able to exert all time, energies and travel necessary to accomplish organizational goals

• Nearly completed BS in Health Services Administration and creator/instructor of courses (and videos) on advanced mechanical ventilation; occupationally acquired lung disease; inhaled hazards; and substance abuse

• A highly-skilled user of Microsoft Office Suite, including Word, Excel, Outlook, PowerPoint, Visio, and Access

ACCOMPLISHMENTS

• Transformed an immature product into an industry-leading property and casualty healthcare bill connectivity service (Ingenix Workers’ Compensation Clearinghouse-IWCC) at Ingenix

o Created a project plan consisting of 120 product enhancements to move from version 1.0 to version 2.0 of the clearinghouse product (wrote all use cases, defined sprints, and coordinated developer team stand-up meetings)

• Primary architect and sales & marketing leader of an industry-changing on-line revenue cycle management program at ProviderPay

• Created a new standard for third party healthcare claims administration company at P5 eHealth Services

• Reduced workers’ compensation costs from $3MM to $1MM in my first three years at Sinclair Oil Corporation and reduced health plan premiums by average $35/member/month by administering both programs in-house

• Created a network of 8 clinics, three hospitals and two free-standing physical rehabilitation centers for the former Holy Cross Health Services of Utah

• Provided occupational health and safety and drug testing program consultation services to 1200 companies, large and small, throughout the Intermountain West

• Served on Wyoming Governor Sullivan’s Task Forces for Health Care and Workers’ Compensation Reform which led to the introduction of the state’s first managed care organization, the Wyoming Integrated Network (WIN)

PROFESSIONAL EXPERIENCE

2010 – Pres. Self-employed Business Creation and Growth Consultant

I am a consultant to innovators to create new or grow their existing businesses. Examples include: product design, implementation and sales consultation to DepotDrug® (Division of UPRR Employe Health Systems) for their diagnostic and therapeutic Sleep Apnea program; LowestMed, a program that allows health care consumers to find the lowest cost resource for their pharmaceutical needs; EcoLog Log-lighters, a new fire starting system for campfires, fireplaces, and wood-burning stoves

2008 - 2010 Dir. of Product Management, IWCC Ingenix, Inc (now OptumHealth)

I directed all aspects of day-to-day operations and growth of the Ingenix Workers’ Compensation Clearinghouse (IWCC). I collaborated with Finance, Sales, Marketing, and especially the Engineering team to transform IWCC from an extremely immature product into an industry-leading provider of Property & Casualty-related connectivity services. Wrote user stories for 120 enhancements that took product from version 1.0 to 2.0 and owned all strategic relationships with vendors, partners, providers and customers

2003 - 2008 Co-founder & Dir, Sales & Marketing Support P5, Inc. dba ProviderPay

I was the primary architect of a “ground-up” new platform, leader of development, and Director of Sales and Marketing for ProviderPay, an industry-changing revenue cycle management solution designed to improve cash flow for health care providers (hospitals, physicians, pharmacies and others) and to inject new efficiencies into the entire health care claims administrative continuum.

1999 - 2003 Co-founder & Dir. of Claims Operations P5, Inc. dba P5 eHealth Services

I was the Director of Claims Operations for P5 eHealth Services, a health claims Third Party Administrator for over 100 self-insured employers based upon the unique administrative model that I created at Sinclair Oil Corporation. I supervised over 100 adjusters, CSRs and other personnel. I designed the system’s Customer Service module still in use today

1992 - 1999 Manager, Sinclair Health Services Sinclair Oil Corporation

I was the creator and director of all aspects of a holistic Workers Compensation loss prevention and control program as well as the in-house Employee Group Health Plan Claims Admin function for a company of 5,500 employees in 22 states. I also managed the company’s ADA and FMLA compliance programs. I was an in-house consultant to all company safety departments. I created and ran the company’s drug testing program and worked with the Risk Management department to procure the company’s property and casualty coverages.

Additional experience: Occupational health and Loss Prevention and Control analyst/consultant; Registered Respiratory Therapist; adjunct instructor to Weber State University Nursing Program, Respiratory Therapy Program and Paramedic Training Program

EDUCATION

Weber State University AAS Respiratory Therapy (Registry #10645)

Weber State University BS Health Services Administration (Nearly completed)

COMMUNITY ACTIVITIES

Volunteer at Utah Food Bank (Food box delivery to homebound clients)

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