Paramount Health CareDirector, ProMedica myNavigator
Dec. 2019 - Nov. 2022Toledo, Ohio, United StatesLed a clinical and non-clinical benefit management team of 15 to achieve strategic objectives. Developed documentation, set organizational goals, and implemented monthly process improvements. Designed evidence-based workshops to enhance team performance, engagement, and retention. Maintained training compliance, drove mandatory training completion, and built strong relationships through continuous education, customer-focused service, and sustainable solutions aligned with key business metrics. Resulted in $20 million in savings over 2 years through guiding members to in-network care and connecting members to resources in the community Talent Development of all levels Achieved an average Net Promoter Score of ~78 in Service Quality and 4.9/5 in customer service after-call surveys Collaborated with Business Analytics to identify and mitigate patient risk factors, reducing overdose and suicide ideation Created a Google-like environment to evoke creativity and out-of-the-box thinking Built, monitored, and adjusted the team incentive compensation based on competency-based performance Data Analytics review with Operations, HR, and Executive leadership. Data Reporting to Executive team MyNavigator is a true guide to accessing and taking full advantage of your employee health plan Whether you have questions about your insurance plan, coordinating care or accessing support services, you can count on MyNavigator.
We advocate for members, help them understand their benefits, and connect them to resources in the community to address their needs.
MyNavigator challenges the status quo and strives to serve their members in a simple, clear and genuine manner.