GAYLENE HANSON

• Align organizational objectives with company mission to increase business growth and integrate work strategies
• Surpassed expectations by identify operational failures and effectively building high performing teams; using analytics to measure achievable results
• Lead all provider and customer initiatives; develop, lead, implement, and drive projects to improve employer, provider and members satisfaction
• Keeps organization focused on operation success and outcomes
• Plays central role in design, delivery and direction of provider, client and customer facing products
• Responsible for leading and mentoring Provider, Member and Client Success teams; attracting, recruiting and hiring top talent
• Driving department success and outcomes through ongoing collection and analysis of data
• Develop client and provider onboarding and retention strategies
• Collaborate with clients, providers, broker/consultant channel partners, internal teams, educating and developing strategies, to achieve goals
• Direct and oversee onboarding of new providers and customers
• Work across various platforms and internal systems to generate reports, analyze trends and outcomes
• Oversee appropriate application of contracts, pricing, processes, policies, procedures, regulation and ensure adherence of HIPAA and HITEC policies and procedures
• Develop and lead implementation, measurement and success of Operational Key Performance Indicators (KPI's) & quarterly goals (OKR’s)
• Create Standard Operating Procedures (SOP’s ) for all Operations departments and ensure compliance

Worked as a consultant and fractional COO from June 2018 through November 2019. Accepted full-time COO position with ZERO December 2019.

• Analyzed industry trends and tracked competitor activities to inform decision making.
• Established organizational mission statement through extensive collaboration and review.
• Formulated and executed strategic initiatives to improve product offerings.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
• Developed innovative sales and marketing strategies to facilitate business expansion.
• Identified business development challenges and customer concerns for proactive resolution.
• Maintained P&L and shouldered corporate fiscal responsibility.
• Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
• Oversaw divisional marketing, advertising and new product development.

• Responsible for recruitment, development and fostering of client relationships
• Serve as Sr Account Executive for new and existing clients to include implementation, education, presentations, contracting and reporting
• Establish and maintain strong relationships with brokers, vendors and strategic partners
• Represented organization at industry conferences and events
• Identify, recruit and expand provider participation and relationships within program
• Educate and train providers regarding transparency and participation in bundle cash pricing
• Oversight of provider contracts and negotiations on behalf of self-funded clients to assist with reduction in their overall healthcare spend
• Responsible for 25+ person Third Party Administrator Operations Department
• Oversaw Claims, Customer Service, Plan Building, Cafeteria/125 Administration, and Administration & Billing Departments
• Designated Compliance Officer responsible for development, implantation, training and adherence of HIPAA and HITEC policies and procedures
• Direct Account Management, new group implementation, contract management, negotiations and product development
• Successfully launched The Kempton Premier Provider Program that saved our client base over 26 million dollars and boast of 5-to-1 ROI
• Created and developed numerous workflow and processes that are outside normal TPA functionality for Self-funded claims administration
• Designed a referral application which implemented "cradle-to-grave" approach to replace antiquated processes

Promotion to Executive Vice President in 2017 was result of taking on many extra responsibilities outside of normal assignments to include market development, sales, and client and broker relations

• Managed eight-person customer service department
• Established business improvement plan to ensure customer’s needs and expectations were not only met but exceeded
• Evaluated and developed customer service staff’s strengths to ensure completions of non-phone queue department responsibilities
• Responsible for development and adherence of departmental metrics, standards, and protocols
• Identified external and internal customers and maintained relations with providers and participants
• Took ownership of customer issues and followed problems through to resolution
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags

• Managed and supervised 15-person customer service department
• Responsible for maintaining departmental standards/protocols and building strong relations with providers and participants
• Responsible for departmental budget and variance reporting to Sr
• Management
• Key member of Quality Assurance Management Committee (QMOC)
• To increase population’s childhood immunization rates to national average, spearheaded Back to School Immunization event;;
• Event was coordinated in cooperation with Walmart and successfully immunized over 350 children during two-day event!
• Hosting quarterly Member Focus groups and participation in annual Heartland Health Plan Kids Cloths Swap Meet
• Awarded Outstanding Leadership 2001

• Responsible for 10+ person Third Party Administrator Technical Department which consisted of Claims, Customer Service, Plan Building, Provider Relations and Administration & Billing Departments
• Designated liaison for State of Oklahoma Health Plan (100,000 employees), responsible for complete claims resolution for plan’s VIPs and head of departments
• Responsible for successful implementation of self-funded block of business
• Staffing newly acquired business; responsible to shut down purchased office
• Designed support structure needed to confirm scalable application rollouts
• Automated monitoring and security measures to reduce required employee attention
• Organized system operating procedures to strengthen controls