Anne Mall

Results-driven and client-focused healthcare leader with over 15 years of experience in operations and product management with a proven track record of exceeding client retention rates by over 98% annually. Accomplished leader with a proven track record of managing capital and operational budgets exceeding $50 million to drive organizational success and financial sustainability.

CVS Health, Irving, Texas, 2005 -  Present

Associate Vice President, Client Services

Business Product Management leader responsible for strategy of $50 million capital expenditure, road map and agile execution in partnership with IT. Led organization of Business Architects, Process Engineers and Product Managers responsible for transformation of business capabilities, and process for product managements development of digital assets in a business to business market servicing over $100 billion in client revenue.  

• Oversaw talent acquisition efforts, attracting top talent from diverse backgrounds and skill sets while maintaining a rigorous selection process for continued excellence within the organization.
• Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.
• Spearheaded change management initiatives that ensured smooth transitions during organizational restructuring periods while minimizing disruptions to ongoing operations.
• Established key industry partnerships, solidifying the company''s position as a market leader in its field.
• Oversaw product design and roadmap and coordinated aspects of development and rollout.
• Conceptualized long-range product roadmaps and strategically designed according to market data and research.
• Managed budgets effectively, allocating resources to high-priority projects while minimizing costs where possible for capital and operational budgets.
• Worked closely with organizational leadership to guide operational strategy.
• Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
• Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
• Forge strong relationships with board members, providing regular updates on organizational progress and soliciting their expertise when needed.
• Negotiated contracts with vendors, securing favorable terms while adhering to budgetary constraints.
• Exercised appropriate cost control to meet budget restrictions and maximize profitability.
• Championed process improvements through the adoption of Lean methodologies, enhancing productivity across all departments.

EXECUTIVE DIRECTOR, CLIENT SERVICES

Operational leader focus in excellence with leadership spanning an organization of 300+ with over 99% quality annually and over 98% retention. Excellence delivered through process improvements driven by root cause analysis.

• Responsible for operational strategy of $46 billion in client revenue.
• Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
• Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
• Forge strong relationships with board members, providing regular updates on organizational progress and soliciting their expertise when needed.
• Negotiated contracts with vendors, securing favorable terms while adhering to budgetary constraints.
• Exercised appropriate cost control to meet budget restrictions and maximize profitability.
• Championed process improvements through the adoption of Lean methodologies, enhancing productivity across all departments.

DIRECTOR, BENEFITS OPERATIONS

Oversee operations for the client benefits – plan administration implementations and changes of over 2,000 corporate business partners with 99% quality. Lead an organization of 5 direct reports in benefits requirements consultants and coding, and 100 indirect reports. Identified and rectified gaps in training of individual analysts. Increase staff productivity and performance through proactive training and mentorship.

• Process Improvements resulting in 50% reduction in financial savings in client reimbursements.
• Negioagiated offshore contract and stood up operational resulting in 30% reduction in overhead
• Negioate new client performance guarantees and renegioated existing clients for 35% reduction in client payouts
• Led large scale projects including product development and launch
• Organizational restructure and leadership development

MANAGER, CLIENT BENEFITS

2012 – Manager of the Year Award

Oversee the client benefits implementation of over 100 corporate business partners under CMS guidelines. Support a team of 17 direct reports in benefits consultation and coding, and 16 indirect reports. Identified and rectified gaps in training of individual analysts. Increase staff productivity and performance through proactive training and mentorship. Indirectly support testing and QA teams through adjudication of pharmacy claims and management of escalations. Supervise yearly cycle of 1st quarter resolution management, 2nd quarter auditing/training, 3rd quarter course of action planning and 4th quarter client implementation.

• Implemented 34 new clients and reimplemented 80 existing clients—to date, the highest volume of Medicare Part D business for CVS/Caremark.
• Coached, mentor and performance manage a team of 17 of implementing new and renewing clients including capturing intent and coding benefit setup per intent from which two members were awarded Client Benefits Person of the Year and Outstanding Performer in 2012. Three team members subsequently promoted to Senior Analyst. Promotions increased team leadership circle and overall Medicare Part D expertise and team resources.
• Design skillset specifications for incoming analysts in order to streamline and unify previously ill-defined job descriptions.
• Improved Client Benefits coding quality as a result of the creation or improvement of work instructions or implementation of new processes.
• Identify, submit and manage multiple capitol projects for platform enhancements to meet CMS requirements and accommodate business need while increasing coding efficiencies. Managed the team who led and contributed to projects in excess of 15,000 hours and two million dollars.
• Complete gap analysis in accordance with six sigma process in order to develop and implement new processes to improve quality.
• Support Med D issue reporting, conduct preparation and offer ongoing support for audits with consultants and CMS.
• Coordinate and lead Quarterly Town Hall Meeting for 200 department colleagues. Develop meeting content, schedule guest speakers and coordinate meeting logistics.

ACCOUNT MANAGER

2011 – Professional Growth Award

Managed the prescription benefit operations and client relationship for large Blue Cross Blue Shield client including two lines of business: Medicare Part D and Commercial serving over one million members.

• Implemented Health Plan intent and managed client operations by facilitating relationships with internal partners such as: Audit, Benefits, Clinical Operations, Eligibility, Finance, IT, Marketing, Paper Claims, Pharmacy Networks, Sales, RDS, Vendor Transition, Customer Service, Mail Service and Specialty Pharmacy.
• Implemented and oversaw client projects for system enhancements for Commerical and Medicare lines of business in accordance with contractual performance guarantees.
• Maintained client relationship through series of meetings remotely and onsite including training.
• Supported two CMS audits including review and explanation of claims adjudication to illuminate performance impact and provide root cause analysis to CMS.
• Completed reimplementation of account valued in excess of $500M.
• Achieved 4.4/5.0 client satisfaction