Carolyn Hackett
Reading,MA
Overview
33
33
years of professional experience
Work History
Pre-Sales Technical Strategic Advisor
NTT DATA Services
04.2018 - 07.2024
- Company Overview: Dell Services acquired by NTT DATA in 2016. I was recruited to rejoin the organization to support Healthcare Payer BPO solutions.
- Responsibility for Healthcare Payer Business Process Solution oversight for prospective and existing clients.
- Key deliverables would be Request for Proposal/Information (RFP/RFI) responses and client renewal proposals.
- Deliverables include solution design, costing, and coordination with all service and technical teams to ensure a cohesive model.
- Dell Services acquired by NTT DATA in 2016. I was recruited to rejoin the organization to support Healthcare Payer BPO solutions.
AVP, Solution Architect - Healthcare
Genpact
02.2015 - 04.2018
- Responsibility for creation of Business Process Solutions for prospective and existing Healthcare Payer clients.
- This included solution design, costing, and coordination with all service and technical teams to ensure a cohesive model.
Customer Delivery Executive
Dell Services
10.2012 - 01.2015
- Responsibility for overall Business Process Operations.
- Service delivery model includes Claims, Call Center, Enrollment, and Billing for the Medicare Advantage component of a large Blues plan.
- Areas of focus include, but are not limited to:
- Establishment and oversight of the BPO organization
- Customer Relationship
- Budget Responsibilities
- Re-Engineering Initiatives
- Succession Planning
- Reporting
Delivery Director - Compliance and Administration
Dell Services
08.2010 - 10.2012
- Responsibility for contract compliance, customer governance, facilities, security, audit program, service level program, finance, and procurement for regional Healthcare Payer client.
BPO Director
Dell Services
01.2008 - 08.2010
- Responsibility for overall Business Process Operations for a global service delivery model: Claims and Membership for a small Blues Plan as well as Claim Operations overflow support for a secondary small Blues Plan.
- Areas of focus include but are not limited to:
- Organizational Oversight
- Budget Responsibilities
- Client Relationship
- Re-Engineering Initiatives for the consolidated organization
- Succession Planning
- Reporting
Director
Perot Systems
01.2001 - 11.2009
- Company Overview: Perot System acquired by Dell in 2009.
- When first joining Perot Systems, I started out as the Metrics & Technical Manager for the BPO Payer operations.
- In this role I had responsibility for creation and maintenance of the databases and intranet site for the BPO team.
- In 2004 I was promoted to the Sr Manager for PMO, UAT, & Reporting for a small Blues Plan.
- Prime responsibility was establishment of a support services model for the BPO team.
- Once established and in steady state, I was promoted to Quality Manager.
- In this role, I was responsible for development and oversight of the Account Quality Program.
- The program included but is not limited to: ISO, CMMI, SLO process improvements, Customer Satisfaction, and associate education and awareness.
- In October 2007 I was asked to be the Interim Claim Director with oversight of the entire Claim operation.
- In January 2008, I was promoted to BPO Director with responsibility for all BPO Payer operations: Claims, Call Center, and Membership.
- Perot System acquired by Dell in 2009.
Product Manager
Dental Dental of MA
10.1991 - 12.2000
- Over the nine years with Delta Dental of Massachusetts I served in several roles.
- I started out as a customer service representative.
- Shortly thereafter, I was promoted to team lead within customer service.
- Following that I moved to leadership with oversight of the Office Services team.
- This team handled all front end and back end claim operations as well as oversight for facilities and procurement.
- I was also part of a two-person team which provided end user review of new claim system.
- In September of 1994, I was promoted to Product Manager.
- In this role, I was responsible for
- Administration of the claims system
- Facilitation of all aspects of the DeltaCare product via collaborating with other corporate division members
- Recruitment and network management of three provider networks
- Management of claim operations and call center
- Represent local needs to national Product Entity, DeltaUSA
Timeline
Pre-Sales Technical Strategic Advisor
NTT DATA Services
04.2018 - 07.2024
AVP, Solution Architect - Healthcare
Genpact
02.2015 - 04.2018
Customer Delivery Executive
Dell Services
10.2012 - 01.2015
Delivery Director - Compliance and Administration
Dell Services
08.2010 - 10.2012
BPO Director
Dell Services
01.2008 - 08.2010
Director
Perot Systems
01.2001 - 11.2009
Product Manager
Dental Dental of MA
10.1991 - 12.2000