At Gold Coast Health Plan, I designed and implemented a delegation oversight tool and operational oversight committee where no centralized function previously existed. I also created the first process for translating contract updates into operational changes, reducing implementation gaps from 40% to 2%.
I own performance accountability for 18 vendors and delegated entities, and introduced internal benchmarking through KPIs and dashboards. I also created a committee review path for findings from 70 annual delegate audits, where those findings previously went nowhere.
At EasyHealth, I piloted and refined a post-sale service model that delivered 80% member retention and 80% annual wellness visit completion, against a 60% industry benchmark. I co-developed the system used to manage members from enrollment through retention and served as executive lead for health plan partner accounts.
At Health Net, I worked across public programs serving Medi-Cal and dual-eligible members. My work included reducing emergency room utilization by 10%, increasing LTSS utilization by 15%, and leading annual DMHC and DHCS audits.
