Hi, I’m
Alicia Staffier
Boston,NY
Summary
Strategic-thinking leader with a track record of implementing effective strategies to improve customer experience, operational efficiency, and drive organizational success. Highly valued for strong team collaboration and adaptability in dynamic environments. Demonstrated proficiency in operational management and strategic planning, leveraging customer insight, market research, and trend analysis to identify business opportunities and translate plans into execution. Passionate about developing solutions, delivering results, and scaling initiatives by identifying partners and stakeholders.
Overview
15
years of professional experience
1
Certification
Work History
AIA4
Client Experience Officer
05.2024 - Current
Job overview
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Utilized CRM tools to manage client information effectively, streamlining daily tasks and simplifying reporting processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Collaborated with cross-functional teams to ensure seamless client experience throughout all touchpoints.
- Acted as a trusted advisor to clients, offering guidance and support throughout their journey with the company.
- Achieved high levels of customer satisfaction through consistent delivery of quality work, attention to detail, and proactive problem-solving efforts.
CareQuest Innovation Partners Institute for Oral Health
Innovation Portfolio Leader
12.2022 - 01.2024
Job overview
- Led high-profile innovation projects to advance minimally invasive care and digital care delivery
- Managed and completed innovation pilots to validate and scale transformative solutions integrating oral health into overall health, improving accessibility and integration of care
- Developed project plans and tools from business concepts, identifying milestones, tasks, KPIs, and risks to support business leaders, while managing, maintaining, and reporting on the performance status of Innovation Partner’s project portfolio, key risks, and performance metrics
- Supported and improved Innovation Partner’s governance and innovation deployment process
- Managed communication at all levels of the organization, including executive leadership, on project status, while providing project management leadership to a variety of staff, including management
- Managed enterprise-level initiatives including client-facing discussions implementations, and plans
- Provided clear and concise documentation supporting project milestones and key business decisions
- Identified areas of improvement in existing project-related processes, operating mechanisms, and methodologies, and implemented improvements.
Elevance / Anthem, Inc.
Strategy and Program Development Director - Clinical
03.2021 - 12.2022
Job overview
- Led high-impact strategy projects and initiatives, collaborating with business leaders to address complex business problems, conduct research, and deliver growth recommendations
- Drove product management strategy for Clinical team, focusing on ADT bi-directional data, clinical care management solutions, digital strategies, ER utilization, cost of care reduction, ER readmission, and whole-person health solutions
- Developed project plans, solution strategies, roadmaps, presentations, budgets, timelines, and communications for innovative projects and programs
- Monitored market and competitor trends, refining strategies to capitalize opportunities and strengthen program impact
- Facilitated the creation of the Clinical Governance Council, ensuring compliance through detailed reviews of pilot pipeline and execution
- Conceptualized, developed, and implemented the Virtual Nurse Onsite Program, Anthem’s Enterprise-wide EMR access plan for UM nurses, driving down cost of care and EMR utilization
- Skilled at translating complex ideas and organizational strategies into simple communications
- Effective cross-functional communicator, engaging stakeholders to drive collaboration and success
- Owned implementation from ideation to execution partnering to implement, build, manage, execute and scale.
Elevance / Anthem
Director of National Accounts Marketing & Strategy
03.2019 - 04.2021
Job overview
- Drove growth and retention in National Accounts through strategic initiatives, collaborating cross-functionally to engage internal and external stakeholders
- Generated substantial results in sales enablement and account management by developing results-focused initiatives and creative go-to-market campaigns
- Enabled data-driven decision-making by establishing measurement criteria to monitor program outcomes
- Monitored current and emerging market and competitor trends and refined strategies as needed
- Aligned objectives and bridged communications with sales, marketing, account management, and client teams
- Strengthened cohesion across programs, pilots, focus groups, launches, new products by leading integration efforts
- Optimized enterprise-wide resource allocation and utilization by engaging with cross-functional teams to identify inefficiencies and plan special projects
- Spearheaded the planning, development, and launch of impactful projects and programs, leveraging team collaboration alongside data, analytical, and digital tools to drive meaningful results.
Skyscape Medpresso, Inc.
Director of Business Development & Strategy (contract)
01.2018 - 01.2019
Job overview
- Developed business development strategy from the ground up, leveraging knowledge of best practices, market conditions, and competitors
- Expanded brand awareness and established strategic partnerships through networking, tradeshows, and conferences
- Achieved buy-in from decision-makers through engaging on-site presentations, collaboration with sales and implementation teams, and tailored proposals based on client needs
- Advised senior leadership on go-to-market strategies, focusing on client adoption and seamless product launches
- Enhanced marketing impact by designing programs, leveraging client insights, and collaborating with the implementation team, leading to new partner acquisition, improved relationships, and increased product adoption.
Academic Partnerships
Executive Director
01.2017 - 01.2018
Job overview
- Led Northeast online education team to deliver RN/BSN educational opportunities, collaborating with key leaders, program managers, and SMEs to tailor product offerings
- Recruited, trained, and mentored team members to successfully deliver educational opportunities
- Conducted analysis of healthcare staff learning needs to optimize product offerings
- Expanded product awareness through creative marketing campaigns, engaging with C-suite executives, delivering presentations, and facilitating one-on-one conversations
- Identified and developed new revenue generation opportunities by analyzing customer feedback and collaborating with the product development team
- Achieved a 20% increase in regional sales through proactive identification and development of new opportunities.
Kaplan Test Prep
Regional Program Accounts Manager
01.2010 - 01.2017
Job overview
- Oversaw program development and deployment for higher education, test preparation, and professional training
- Achieved substantial growth by proactively building B2B/B2C relationships with decision-makers and stakeholders
- Ranked as a Top Two sales representative nationwide, achieving 115% to quota with a 97% close rate in the final year, contributing to territory growth and expansion into Canada
- Acquired seven new accounts and 500+ new student enrollments per year through effective communication of product and service value in college, hospital, and association presentations
- Achieved 20% increase in regional sales through proactive identification and development of new training opportunities.
Show Me Your Stethoscope
VP Of Strategy & Growth / Active Advisor (Ongoing)
01.2015 - Current
Job overview
- Designed and developed an organizational structure, coordinating cross-functional teams, client stakeholders, end users, and vendors to create new revenue streams and sustain existing relationships
- Captured and shared the vision of over half a million members to promote advancement, innovation, and forward-thinking in healthcare
- Built key relationships to drive SMYS's mission, vision, and values for long-term success and sustainability
- Partnered with healthcare organizations to develop mutually beneficial opportunities, closing profitable deals
- Identified operational and process inefficiencies and implemented streamlined, value-added solutions
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Instrumental in generating organic growth by establishing and expanding revenue streams and advising leadership on business development best practices
- Developed Not-for-profit arm to sustain and support ongoing NFP activities.
Education
Purdue University (formerly Kaplan University)Boston, MA
Master of Industrial Organization Psychology (MSIOP) from Master of Industrial Organizational Psychology
01.2016
Worcester Polytechnic InstituteWorcester, MA
BS in Marketing Management, Humanities
01.2004
Worcester Polytechnic InstituteWorcester, MA
AS in Biochemistry
01.2004
Skills
- Organizational Leadership
- Innovation and Creativity
- Exceptional Communication
Strategic Planning
- Data-driven Decision-making
- Strategic Sales & Marketing Support
- Continuous Improvements
- Cross Functional Leadership
Certification
- Project Management Professional (PMP), 2014
- Facebook Community Leadership Program - Fellow, 10/2018 – 7/2021
Timeline
Client Experience Officer
AIA4
05.2024 - Current
Innovation Portfolio Leader
CareQuest Innovation Partners Institute for Oral Health
12.2022 - 01.2024
Strategy and Program Development Director - Clinical
Elevance / Anthem, Inc.
03.2021 - 12.2022
Director of National Accounts Marketing & Strategy
Elevance / Anthem
03.2019 - 04.2021
Director of Business Development & Strategy (contract)
Skyscape Medpresso, Inc.
01.2018 - 01.2019
Executive Director
Academic Partnerships
01.2017 - 01.2018
VP Of Strategy & Growth / Active Advisor (Ongoing)
Show Me Your Stethoscope
01.2015 - Current
Regional Program Accounts Manager
Kaplan Test Prep
01.2010 - 01.2017
Worcester Polytechnic Institute
BS in Marketing Management, Humanities
Worcester Polytechnic Institute
AS in Biochemistry
Purdue University (formerly Kaplan University)
Master of Industrial Organization Psychology (MSIOP) from Master of Industrial Organizational Psychology