Process Mapping

I led variety of projects where process mapping is the key to understand the current state, see where the gaps are so you can define what the future state is and the best solution.

Vendor Compliance Program

This project was from my earlier career at a healthcare company, Medica Health Plans. I was a Quality Auditor for a call center in the Government Programs. I identified a gap in invoice practices for contracted vendors and providers such as Home Health Care, Medical Transportation providers and Translation agencies. Medica didn't have any verification of services or audit in place to ensure that invoices are paid correctly. I proposed to implement service verification as well as an invoice audit practice, and developed a compliance program. I also implemented this program into practice and was the first auditor to execute on it. Today, the program is still operational after I left 11 years ago and grown into a full department. I consider this my legacy and very proud of starting this program for Medica.

Preventative Action and Continuous Improvement

I led a project for one of the businesses at UnitedHealth Group called OptumCare. The project was to deploy a Preventative Action and Continuous Improvement framework. This involved setting up process steps to analyze the data through the issue management system to identify key drivers to develop projects pipeline. The focus of these projects was to eliminate the root cause and prevent the issue from happening again.