Evelyn Clark

At Houston Methodist Hospital, I monitor patient access contact center interactions and use Calabrio and Actium data to identify quality gaps, improve scheduling operations, and strengthen compliance across service lines.

I've led healthcare quality, audit, Medicare operations, and contact center teams at Cigna Evernorth, Cigna Medicare, Kelsey-Seybold Clinic, and MetroPlus Health Plan. Across 15+ years, I've coached teams, managed Medicare and Medicaid operations, resolved escalations, improved employee performance by 25%, maintained 98% CMS compliance for Medicare grievances, and increased member satisfaction and engagement by 25%.