Heather so

Lead enterprise operational-excellence programs across Utilization Management, owning discovery, roadmap, governance, and delivery for workforce and operating-model initiatives. Manage 4 concurrent workstreams and over 300 employees, applying Lean/PDSA and Agile methods to reduce regrettable attrition by 20%.

Owned the enterprise quality program portfolio for Medicaid and Medicare, coordinating cross-functional teams and vendors to exceed benchmarks. Achieved #2 performance among Pennsylvania HealthChoices plans and a 4.5-star CMS rating, generating over $72M in revenue.

Managed concurrent quality-improvement projects across procurement, legal, analytics, and clinical functions. Ran vendor selection for 10 solutions and built performance reporting, facilitating a 20% gap closure in quality measures.

Served as the operational link between provider practices and the Revenue Cycle team, running internal audits and revenue-trend analysis. Increased revenue by 5% and reduced days-in-AR by 5% for over 15 providers.

Led the end-to-end launch and ongoing operations of AHN's inaugural Center for Complementary and Integrative Medicine. Opened the Center on schedule within 8 months, coordinating 6 internal departments and 3 external partners.

Managed operations at Valspar, overseeing day-to-day activities and process improvements.

Managed practice operations at UPMC, ensuring efficient delivery of healthcare services.

Bachelor of Business Administration from Clarion University of Pennsylvania.