Elizabeth Harman Milan

• Achieved 50% growth in membership to 1432 members in 3 years
• Management of 100+ Ambassadors, six pillar leads and their workstream deliverables.
• 25+ event/year involving public speaking and overseeing all promotional communications. Ensured all messaging aligned with state political views and company’s overall mission.
• Optimized budget use and oversaw charitable giving and fundraising of $50,000+/year. Full budget management and hiring final decisions.
• Strategic recommendations, architecture and roadmap presented monthly for approval to C-Suite and VP advisory board.

Established Network Adjustment Governance for end-to-end member experience, ensuring continuity of care, compliance and accreditation in all Lines of Business for all provider types

• Managed team of three Operations analysts, formulated and directed resolution implementation and data remediation efforts, auditing and QA spanning 11 teams
• Governance over all QA processes, including methodology design
• Automated multiple manual processes from requirements to implementation
• Defined performance indicators and quality metrics to maintain compliance with governing policies, standards and adoption requirements
• Defined governance roles and responsibilities to establish clear accountability for stewardship of principal information assets
• Worked with diverse, collaborative and energetic workforce to spark innovation and develop service ideas
• Built cross-functional relationships to support organizational change
• Established and executed governance implementation roadmap
• Assisted in developing and maintaining department policies and procedures to support organization and industry best practices
• Compiled data for analysis and developed tracking and reporting

• Assessment of systematic feasibility for new state, federal, and company mandates as leader of newly established team for end-to-end product lifecycle.
• Management of 3 employees.
• Initiated and led process optimization of designing new system to deliver coding resulting in $250,000/year savings Trained 30+ people in customer-facing documentation creation and in UX analysis and testing of internal software.
• E2E management of changes to Mid-Large Custom, Cycle, Small Business, IFP and ASO product programming requirements, customer-facing legally required documents, customer-service-facing UI data feed, programming documents, internal summary generating program, and coding (CPT). This included new products, vendors, programs, and design requests.
• QA (Quality Assurance) of programming requirements and macros to create customer-facing documents - 99% accuracy for all of Product. Cross-collaboration with 15 teams to streamline, automate and optimize processes, reducing employee manual efforts.

• Fundraising and marketing outreach and development for all 6 sites in Northern California, nonprofit policy and strategy
• Found and maintain relationships with sustainable, biggest donors in history of non-profit.
• Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
• Researched developing trends to stay updated with new ideas and marketing practices.

• $2m reduction in payment due to project management research, gap remediation and mitigations for Promise program by addressing dissatisfied member complaints
• Managed implementation of automation to company website resulting in $900K departmental cost absorption
• Collaborated with stakeholders to define project objectives and criteria

• Trained six employees on benefit entry for all Lines of Business for customer-facing required documentation with 99.9% accuracy rate
• SME for health benefits
• Researched incumbent plan and provided competitive RFPs, deviations, pricing grids, and portfolio plan design.

• Re-designed VSPOnline website (team intranet site) and implemented project requests
• Analyzed website data and created infographic dashboards, coordinated provider event notifications.
• Assisted in creating written, video and image content for marketing channels.

• Management of 40 franchisees, including reporting, updates and negotiations
• Personal sales acquisition tripled clientele
• Trained and managed 14 employees
• Wrote marketing, sales and event-invite scripts and outgoing e-mail templates
• Performance reporting, evidence-based hiring and recruiting.