Hi y’all, I’m Regina.

An integrated third-party administration and navigation solution technology company that delivers engaging health benefits and care coordination.

Client Success Leader | 2023 – present
Management of large high-profile key accounts including client relationship management, strategic growth champion, and leading the fully dedicated Client Success Teams.

• Manage $34M in ACV, which includes providing benefits coverage and care navigation for 50% of total covered lives.

• Seamless and successful implementation of largest employer group with 20+ program partner (vendor) integrations.

• Partner and collaborate with top brokers & consultants (Mercer/AJG) and medical networks (Anthem, Aetna, HCSC).

• Manage the sell, acquisition, negotiation, contracting and implementation of second largest account totaling $16M ACV

Fast-growing Specialty PBM providing broad range of services and solutions to help organizations facilitate change and secure alternate funding for specialty drug patients and their health plans.

Vice President of Client Services | May 2022 – 2023
Implementing operational improvements, collaborating with operational leadership implementing preventative measures.

• 36% decrease in attrition rate in first 9 months, by creating new Employee Engagement Committee responsible for planning and hosting all employee engagement initiatives.

• Created best-in-class client experience by restructuring teams, Account Management and Client Services, and implementing new external marketing materials and member communications.

• Six Sigma Methodologies used to streamline operational procedures, resulting in increased productivity.

A provider of cost containment, coordination of benefits and payment integrity solutions.

Regional Account Director | 2016 – May 2022
Manage existing client relationships to ensure client expectations and recovery targets are met. Manage client contracts, service level agreements and new solution sales. Conduct quarterly onsite business reviews with clients to discuss strategic growth and savings opportunities. Conduct new solution implementations, scope expansions and identify yield improvement initiatives. Develop and manage budget and revenue expectations.

• 44% growth in Year Over Year revenue.

• $65M+ in new revenue in first five years secured by implementing 46 Sales/Scope expansions.

• 19% increase in Voice of Customer response rate after assuming Voice of Customer initiative for Commercial Accounts division.

• 11-pt increase in Voice of Customer Net Promoter Score due to training peers and sharing client-facing best practices on fostering strong client relationships.

• $5.3M in savings for large MCO after discovering additional savings in current active solutions.

• 23% increase in Voice of Employee Satisfaction scores after assuming Voice of Employee Champion and Owner of Employee Engagement Action Committee for Commercial Markets Team.

A provider of integrated pharmacy benefit-management services.

Director of Service Delivery Excellence | 2014 – 2016
Managed client contracts, service level agreements and contractual guarantees. Developed new growth strategies for prospective, new and current clients. Oversaw quality, consistency and satisfaction of services delivered by contact centers and home delivery pharmacy. Conducted operational review presentations for key clients. Administered operational implementation of new accounts and products.

• $5 million in operational performance guarantees, more than 50 custom service enhancements and various process improvement projects managed as the director of service for large health plan clients.

• Collaborated with clients, third party vendors, supplier sites and other operational areas on quality and process improvements to enhance the overall customer satisfaction and NPS scores.

• Developed a new system-supported tool for customer service to assist callers that resulted in increased customer satisfaction, decreased escalations and average handle time and improved first call resolution.

• Identified operational and service opportunities to drive organizational and client solutions.

• $2.5 million in revenue generated from one client based on strategic enhancements and customizations.

• Implemented cross-functional support processes for new client expansions, which prevented client escalations and reduced member abrasion.

• Played a key role in migrating 1,500 clients, 42.4 million patient lives, 448 million annual prescriptions and 46.7 mail order prescriptions onto a single platform in 19 months.

• 98% client satisfaction ranking attained by focusing on the customer, attracting and retaining top talent and pushing global service enhancements founded on customer feedback.

Service Delivery Manager | 2012 – 2014
Ensured site operational readiness for implementing new clients. Served as the primary contact to resolve daily service issues. Evaluated quality, consistency and satisfaction of delivered services. Built client relationships, conducted trend analyses and direct service recovery efforts. Created strategies for client issues as a result of service failures to meet expectations. Coordinated client site tours and monitored customer service and pharmacy performance.

• 17% decrease in escalations accomplished by process improvement change to standard operating procedure that enabled the issuance of more courtesy credits for unhappy customers.

• Full client recovery achieved in 90 days by managing recovery for 15 clients to enhance satisfaction.

• Assisted with the implementation and onboarding of three key health plan accounts to ensure operational readiness for the new client go-live event.

• 14% decline in complaints, a 12% improvement in quality scores and a 6% reduction in the number of Med D grievances filed and improvement in the Medicare D STAR rating for one of the largest health plan accounts by facilitating training to 200+ customer service reps on grievance and root cause analysis.

• Attended six best and finalist meetings with the sales and account management teams to guide and support strategies and to address client concerns on customer service and pharmacy operations that resulted in winning five of the six bids.

• 12% increase in total quality and a 7% boost to client satisfaction earned by leading the migration of the third largest health plan account moving 9,000 daily dedicated customer service calls to a new call center and agent population in nine months.

Manager, Client Services |2006-2012

Managed a team of 40 client service specialists responsible for 90+ clients. Resolved escalated issues. Created job tools, training curriculum, SOPs, system updates and contingency plans for sensitive clients during new installations and new benefit years. Positioned reps in fields of expertise to optimize efficiency and effectiveness. Conducted monthly call monitoring and action plans to improve client satisfaction.

• Supervised a team of 40 client service specialists, team managers, team leads and administrative clerks and managed labor negotiations and employee grievances

• 22% improvement in customer satisfaction realized in 18 months by instituting a new tracking system for the team.

• 36% spike in employee engagement attained in less than three years by introducing various improvement initiatives.

• 30+ client tours and presentations conducted to display the call center and client services operations, performance metrics, training program and employee incentives.

• Ensured operational readiness and global customer satisfaction with 200+ account management teams and account executives on new program introductions and modifications to existing client benefits.

Previous Experience
Customer Service Supervisor, Express Scripts | Medco Health Solutions
Account Coordinator, McKesson Medical-Surgical
Training Manager, Berry Direct