Baihly Birdseye, MPH
St. Paul,MN
Summary
Results-driven leader with extensive experience building and nurturing relationships with clients including states health departments, health plan and employer customers. Proven track record as a trusted advisor, adept at understanding complex business and member needs to maximize opportunities to serve members. Skilled in driving seamless implementations, delivering best-in-class customer experiences, and advocating strategic customer insights to cross-functional teams. Expertise in conducting impactful business reviews, identifying risks, and leading resolution efforts to ensure customer retention and satisfaction. Experienced in managing and developing Customer Success teams to achieve sustained growth and customer success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Director of Client Operations - State Quitline's
RVOHealth (Formerly Optum)
12.2023 - Current
- Lead multiple teams, including Client Service Management, Growth & Implementation, and Health Systems change, to drive meaningful impact across our clients.
- Develop and execute strategic plans for client operations that align with the overall goals and mission of State Quit Services.
- Ensure high levels of client satisfaction by establishing and maintaining strong relationships with clients, addressing their needs and concerns, and implementing service improvements as necessary.
- Streamline operational processes and procedures to optimize efficiency and effectiveness in delivering smoking cessation services to clients.
- Implement quality assurance measures to monitor and improve the quality of client services, ensuring compliance with relevant regulations and standards.
- Analyze data related to client operations to identify trends, insights, and opportunities for improvement, and use this information to drive decision-making.
- Collaborate with cross-functional teams, including program managers, healthcare providers, and external partners, to ensure seamless coordination and delivery of services.
- Oversee the budget for client operations, ensuring financial resources are effectively allocated and utilized to achieve organizational objectives.
- Establish key performance indicators (KPIs) to measure the effectiveness of client operations and regularly report on these metrics to senior leadership.
- Collaborated with stakeholders to develop strategic initiatives and improve service delivery.
Senior Client Service Manager - State Quitline's
RVOHealth (Formerly Optum)
02.2022 - 12.2023
- Serve as the primary day to day contact for State Clients.
- Understand and manage client expectations and services needed by building and maintaining positive relationships and delivering quality service.
- Client advocate and proactively partners with teams to exceed client expectations.
- Builds strong working partnerships with internal stakeholders to ensure customer satisfaction.
- Provides consultative services to clients to address service delivery needs, to provide quarterly business review meetings and invite formal and informal feedback on Optum solutions, delivery, innovation and relationship.
- Investigate, research, and resolve concerns presented by the client.
- Ensure timely and accurate delivery of client communications.
- Monitor key performance indicators for all client and maintain client status indicators.
- Contribute to the renewal, identification of expansion opportunities, facilitate contract changes and updates as needed.
Wellness Benefits Consultant
Global Benefit Solutions
11.2020 - 02.2022
- Assesses, designs, evaluates and improves wellness programs for large and small employer groups.
- Shares wellness program strategies with business partners, employer groups, and prospects.
- Liaison for brokers, account managers, population health management, and outside vendors such as carriers and wellness program administrators.
- Creates and presents health education through seminars, webinars, recordings, health fairs, monthly wellness materials, and similar educational tools.
- Oversees compilation of client survey results such as employee wellness and program evaluation surveys and guides recommendations accordingly.
- Reviews client wellness plans and incentive structures to ensure they are following the Health Insurance Portability and Accountability Act (HIPAA), Affordable Care Act, Federal Wellness Regulations, the Equal Employment Opportunity Commission and other regulatory boards.
- Developed personalized wellness plans for diverse client needs.
- Conducted health assessments to identify client wellness goals.
- Analyzed client feedback to improve program offerings and services.
Wellness Coach & Coordinator
Magellan Health
05.2018 - 11.2020
- Coordinates the planning, promotion and delivery of programs including health awareness, educational campaigns, behavior change programs, and health assessments and screenings.
- Coordinates wellness events such as biometric health screenings, flu shot clinics, wellness seminars, and health fairs with employer groups and outside vendors.
- Played a significant role in the pilot launch of the Center for Disease Control's Diabetes Prevention Program which surpassed expectations in engagement and utilization.
- Provides appropriate health outreach and wellness coaching via telephone or email to reduce or eliminate high-risk behaviors; encourages active adoption of habits that are conducive to a higher quality of life.
Education
Master's of Public Health -
Liberty University
12.2022
Bachelors of Science - Health Promotion and Wellness
University of Wisconsin
05.2018
Skills
- Team leadership & development
- Strategic planning and execution
- KPI tracking
- Cross-functional collaboration
- Quality assurance
- Operational efficiency
- Customer success & retention
- Strategic planning
Certification
- Certified Wellness Practitioner, National Wellness Institute, 05/01/18
- Certified Intrinsic Coach, Intrinsic Solutions, 01/01/19
- CDC Lifestyle Coach for Diabetes Prevention, 08/01/19
- Freedom From Smoking Facilitator, American Lung Association, 05/01/20
References
References available upon request.
Timeline
Director of Client Operations - State Quitline's
RVOHealth (Formerly Optum)
12.2023 - Current
Senior Client Service Manager - State Quitline's
RVOHealth (Formerly Optum)
02.2022 - 12.2023
Wellness Benefits Consultant
Global Benefit Solutions
11.2020 - 02.2022
Wellness Coach & Coordinator
Magellan Health
05.2018 - 11.2020
Master's of Public Health -
Liberty University
Bachelors of Science - Health Promotion and Wellness
University of Wisconsin