Andy Johnsen
Mercer Island,WA
Summary
Dynamic leader with a proven track record at Accolade, Inc., driving operational excellence and strategy development. Spearheaded initiatives that boosted revenue attainment by $12M annually, leveraging data analytics and cross-functional collaboration. Adept at AI model development and enhancing customer satisfaction, consistently delivering impactful results in complex environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Director, Engagement & Customer Optimization
Accolade, Inc.
Seattle, USA
01.2020 - Current
- Developed a new, value stream-based strategy for member engagement to achieve utilization-based revenue targets across multiple product lines.
- Spearheaded creation of NLP-powered model for categorizing member satisfaction feedback.
Director, Performance Guarantee Revenue Attainment
Accolade, Inc.
Seattle, USA
09.2022 - 01.2024
- Innovated strategies and execution plans to enhance operational performance guarantee attainment from 89% to 97%.
- Implemented strategies which increased Savings-based performance guarantees revenues by 30%
Senior Product Manager
Accolade, Inc.
Seattle, USA
02.2022 - 09.2022
- Designed and executed strategies to improve member satisfaction survey distribution resulting in doubling the survey response rate
- Designed a new Quality strategy for the organization to leverage KPIs as leading and lagging indicators to quickly trigger effective improvement initiatives
Senior Manager, Business Process Engineer
Accolade, Inc.
Seattle, USA
02.2020 - 07.2021
- Successfully built SDG (service description guide) and supporting processes to launch a new, health-plan partnered, customer product offering
- Developed support processes to ensure adherence to strict regulatory requirements and enable the successful launch of a new Government Solutions offering
Continuous Improvement Consultant
Seattle Children’s Hospital
Seattle, USA
01.2011 - 01.2020
- Catalyst for increased quality and safety at a lower cost of delivery as demonstrated by the following consulting interventions:
- Project: Redesign strategy for discharging tracheostomy patients resulting in: Reduced average length of stay by 45 days, Annual savings for this patient population of $20M, Tripled the capacity to handle this patient type
- Project: Physician leader coaching and development resulting in: $4.25M revenue through increased operating room capacity, Reduction in staff turnover, Developed program strategy and tools to accelerate the number of physician leaders to become proficient in continuous improvement leadership
- Project: PICU rounding redesign (defined purpose and process stabilization) resulting in: First year savings of $250K, Defect reduction: Patient order entry moved from variable to real time, Secondary impact: Increased resident teaching scores
- Developed and delivered educational content to support the improvement vision of the organization
Golf Course Superintendent
Arrowhead Golf Course
Wheaton, USA
01.2007 - 01.2010
Assistant Golf Course Superintendent
Lake Shore Country Club
Glencoe, USA
01.2004 - 01.2007
Golf Course Superintendent
Echo Falls Golf Course
Snohomish, USA
01.2001 - 01.2004
Assistant Golf Course Superintendent
Elmcrest Country Club
Cedar Rapids, USA
01.1999 - 01.2001
Education
Bachelor of Science - Horticulture & Business Operations Management
Iowa State University
Ames, IA05-1999
Skills
- Operations management
- Product Management
- Cross-functional collaboration
- Data analytics
- Customer Satisfaction Management
- Business System Development
- Strategy Development
- Operational Excellence
- Lean Certified
- Six Sigma Certified
- Quality Strategy
- Process Improvement
- Change Management
- AI model development
- NLP implementation
Websites
Certification
- Certified Lean Six Sigma green belt
- LavaCon
- Lean Enterprise Institute (LEI)
- Association for Manufacturing Excellence (AME)
- Healthcare Value Network (HVN)
- Japan Lean immersive study trip
- Autoliv immersive study
- Genie 'Wash your hands' training
- DEI training
Accomplishments
- Process improvement savings of $20M annually for high-acuity specialty patient population
- Built new operational business for member interactions to support attainment of key engagement-based revenue targets
- Secured $12M+ in annual at-risk performance guarantee-based revenue
Timeline
Director, Performance Guarantee Revenue Attainment
Accolade, Inc.
09.2022 - 01.2024
Senior Product Manager
Accolade, Inc.
02.2022 - 09.2022
Senior Manager, Business Process Engineer
Accolade, Inc.
02.2020 - 07.2021
Senior Director, Engagement & Customer Optimization
Accolade, Inc.
01.2020 - Current
Continuous Improvement Consultant
Seattle Children’s Hospital
01.2011 - 01.2020
Golf Course Superintendent
Arrowhead Golf Course
01.2007 - 01.2010
Assistant Golf Course Superintendent
Lake Shore Country Club
01.2004 - 01.2007
Golf Course Superintendent
Echo Falls Golf Course
01.2001 - 01.2004
Assistant Golf Course Superintendent
Elmcrest Country Club
01.1999 - 01.2001
Bachelor of Science - Horticulture & Business Operations Management
Iowa State University
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