Jamie Howard
Lees Summit,MO
Summary
Dynamic executive leader specializing in continuous improvement within fast-paced markets. Proven track record in building high-performing teams and managing products from concept to launch and steady-state operations. Results-oriented with a strong ability to drive strategic initiatives and translate vision into measurable business outcomes.
Overview
19
19
years of professional experience
Work History
Vice President Emerging Products
SelectQuote
08.2024 - Current
- Championed end-to-end development and launch of emerging products and services, expanding the company's portfolio into new markets.
- Designed and executed marketing strategies that amplified brand visibility, audience engagement, and market penetration.
- United cross-functional teams around streamlined workflows, eliminating bottlenecks and accelerating time-to-market.
- Diagnosed critical operational gaps and engineered scalable solutions that drove efficiency across the organization.
- Modernized operations by deploying cutting-edge technologies, significantly enhancing team productivity and output quality.
- Leveraged performance metrics and data-driven insights to fuel continuous operational improvement and inform strategic decisions.
- Counseled C-suite executives on strategic approaches to resolve complex operational challenges and capitalize on emerging opportunities.
- Negotiated high-value vendor contracts, securing favorable terms that optimized cost, quality, and service delivery.
- Cultivated a culture of innovation, empowering staff at all levels to contribute ideas that shaped product and business direction.
Sr. Director Customer Service, Retention, Billing
SelectQuote
10.2021 - 08.2024
- Drove a 50% reduction in churn rate (14% to 7%) during a period of significant business growth
- Built and deployed comprehensive training programs that enhanced staff product knowledge and elevated service delivery standards.
- Defined and implemented KPI's that created accountability and tracked progress toward critical organizational goals.
- Partnered with executive leadership to shape long-term strategic objectives, translating vision into actionable operational plans.
- Authored policies and procedures that drove operational efficiencies and established consistent service standards across the organization.
- Mapped end-to-end patient experience from enrollment to fulfillment, identifying critical gaps and implementing targeted solutions that improved patient outcomes and operational efficiency.
Director Business Process Optimization
Crestwood Midstream
05.2016 - 11.2021
- Developed strategic initiatives to align operations with company goals and industry standards.
- Analyzed data to identify process optimization opportunities, boosting operational effectiveness.
- Managed financial planning and budgeting processes to align resources with strategic priorities.
- Collaborated with senior leadership to establish long-term objectives for the organization.
- Created comprehensive project plans detailing timelines, goals, budgets, and staffing needs.
- Implemented risk management strategies to ensure compliance with safety protocols.
- Reduced headcount by 63% through process automation and natural attrition.
- Increased cash flow by reducing customer disputes and improving billing frequency by three days.
Client Accounting Manager
Littler Mendelson P.C
05.2015 - 05.2016
- Spearheaded relocation of centralized accounting operations from San Francisco to Kansas City, reducing overhead and consolidating financial controls.
- Built and onboarded a 30-person billing team from the ground up, driving measurable gains in billing accuracy and cycle time.
- Implemented electronic billing systems and a client-facing portal, reducing manual processing and accelerating payment turnaround.
- Forged cross-functional partnerships across sales, legal, and operations to improve contract capture rates and accelerate new business onboarding.
- Directed day-to-day operations of a global business office, ensuring continuity, compliance, and performance across multiple markets.
- Reviewed and analyzed client contracts to ensure deliverables, budgets, and timelines were met — flagging variances and driving corrective action.
Accounts Receivables Manager
University Of Kansas Health System
05.2013 - 05.2015
- Directed and mentored a team of 30 Customer Service Representatives, fostering a high-performance culture focused on patient satisfaction and operational excellence.
- De-escalated complex patient concerns with professionalism and empathy, preserving patient relationships and protecting the organization's reputation.
- Established and enforced best practices across patient-facing and internal operations, creating consistency and accountability at every touchpoint.
- Designed and launched innovative employee engagement programs that strengthened team loyalty and significantly reduced turnover.
- Championed continuous staff development through ongoing education and targeted training initiatives, elevating team competency and service quality.
Customer Service Supervisor
Mercy Hospital
08.2007 - 05.2013
- Oversaw day-to-day staff operations within a Single Billing Office, ensuring seamless workflow, compliance, and productivity across all billing functions.
- Managed multiple vendor relationships as project lead, coordinating deliverables, timelines, and performance expectations to ensure service excellence.
- Monitored and reported on departmental reimbursement and collection trends, delivering actionable insights to leadership to inform revenue cycle strategy.
- Engineered a unified patient billing statement process, maintaining strict accountability for timeliness, accuracy, and patient-friendly communication.
- Implemented electronic file transfer protocols with bad debt collection agencies, streamlining reconciliation and accelerating recovery timelines.
- Facilitated a two-way eBilling process between collection agencies and the Hospital Authority, strengthening cash department operations and payment accuracy.
- Partnered in the implementation of new billing software, serving as the primary liaison between Technical Support and Revenue Cycle Managers to ensure a seamless transition.
- Boosted team productivity by introducing bi-weekly one-on-one efficiency meetings with direct reports, driving accountability and continuous performance improvement.
- Conducted month-end financial reporting and analysis, identifying variances and opportunities to optimize revenue cycle performance.
Education
Lean Six Sigma - Green Belt -
University of Kansas
Overland Park, KS01-2019
Master of Business Administration MBA - Management
Lindenwood University
St. Charles, MO01-2013
Bachelor of Business Administration BBA - Management, Marketing, minor in Logistics
Missouri Southern State University
Joplin, MO01-2011
Skills
- Interpersonal communication
- Project management
- Proactive problem-solving
- Change leadership
- Organizational skills
- Continuous improvement
- Change Leadership
- KPI Development
- Team leadership
- Continuous Improvement
- Exceptional Interpersonal Communication
- Strategic Roadmapping
- Data-driven decisions
Timeline
Vice President Emerging Products
SelectQuote
08.2024 - Current
Sr. Director Customer Service, Retention, Billing
SelectQuote
10.2021 - 08.2024
Director Business Process Optimization
Crestwood Midstream
05.2016 - 11.2021
Client Accounting Manager
Littler Mendelson P.C
05.2015 - 05.2016
Accounts Receivables Manager
University Of Kansas Health System
05.2013 - 05.2015
Customer Service Supervisor
Mercy Hospital
08.2007 - 05.2013
Lean Six Sigma - Green Belt -
University of Kansas
Master of Business Administration MBA - Management
Lindenwood University
Bachelor of Business Administration BBA - Management, Marketing, minor in Logistics
Missouri Southern State University