Jeffrey Hansen
Albuquerque
Summary
Diligent project manager and process improvement advocate with strong background in optimizing processes to enhance operational efficiency. Proven track record of identifying and implementing strategic improvements that streamline workflows and reduce waste. Demonstrated expertise in data analysis and cross-functional collaboration to drive continuous improvement initiatives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Process Improvement Director
Elevance Health (Anthem Blue Cross/Blue Shield) Customer Experience Office
01.2022 - Current
- Lead process improvement and software projects of varying scope and complexity focused on delivering high quality customer experiences; drive improved customer (patients and providers) satisfaction and issue resolution using Scrum or waterfall, as appropriate, plus Lean Six Sigma tools.
- Served as Scrum Master, Product Owner, Project Manager or Lean Six Sigma Black Belt depending on the project.
- Monitored progress against established benchmarks, ensuring timely completion of process improvement initiatives.
- Established effective communication channels between departments, enhancing collaboration on process improvement projects.
Senior Project Manager II
UnitedHealthcare Clinical Services/Utilization Mgmt
03.2021 - 01.2022
- Managed design, build, deployment and reporting for clinical outcomes, monitoring and surveillance auditing for inpatient care and prior authorization processes using a combination of PMI (primarily waterfall) and Six Sigma tools and principals
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Mentored junior project managers and team members to enhance their skills and career growth.
Six Sigma Consultant/Black Belt
UnitedHealthcare Government Operations
03.2019 - 03.2021
- Led operational excellence process improvement (Lean, DMAIC, DMADV) projects focused on Medicare and Medicaid operations
- Projects used DMAIC, DMADV or Lean approaches and often employed waterfall or agile project management tools as well
- Also mentored several green belts
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
Sr. Project Manager II
UnitedHealthcare Enterprise Performance Operations (EPO)/Regulatory Implementation Office
05.2015 - 03.2019
- Led multiple moderate-to-large scale, moderately complex health care regulatory projects using predictive (waterfall) project management frameworks.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Mentored junior project managers and team members to enhance their skills and career growth.
Research, Design & Implementation Manager
Presbyterian Healthcare Services/Product Development (Sales and Marketing)
06.2014 - 05.2015
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
Project Manager III
Molina Healthcare of New Mexico Health Plan Operations
02.2014 - 06.2014
- Managed a transformational project in Las Cruces, NM whose goal was to build an integrated health care (bio-psycho-social) system in Dona Ana County with a focus on improving outcomes (while controlling costs) to increase overall value; managed a process improvement project to decrease the number of defects (telephonic HRA or needs assessment or care plan within prescribed time limits) in the Centennial Care/care coordination process
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Research, Design & Implementation Manager
Presbyterian Healthcare Services/Product Development (Sales & Marketing)
08.2008 - 02.2014
- Collected, analyzed and communicated data and drivers related to product and market channels; managed one data analyst; provided analysis support, consultation and scorecard development for various internal and external customers; supported development of strategies to systematically listen and respond to customers; consulted with external agencies to compile comparative and benchmark data; partnered with health plan, physician group and delivery system to gather, analyze, interpret and present data from various sources and information systems in support of business objectives; designed and redesigned multiple end-to-end business processes using Lean and Six Sigma methodologies
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
Sr. Clinical Decision Support Analyst
Presbyterian Healthcare Services/Quality Institute
01.2006 - 01.2008
Manager, Quality Analysis and Profiling
Lovelace Health System/Division Quality
01.2005 - 01.2006
Data Analysis, Statistics and Predictive Modeling Manager
Lovelace Health Plan/Disease Management
01.2003 - 01.2005
Sr. Analyst, Data Analysis and Query Support/Cost & Utilization Analyst
Lovelace Health Plan/Medical Economics
01.2001 - 01.2003
Education
Master of Project Management (MPM) -
Wake Forest University
Winson-Salem, NC12-2024
B.S. - Statistics & Biology
The University of New Mexico
Albuquerque, NM01-2004
B.A. - Economics
The University of New Mexico
Albuquerque, NM01-2002
Skills
- Data analysis
- Continuous process improvement methods (DMAIC, Lean, DFSS)
- Agile (Scrum) and waterfall project management
- Strong familiarity with both healthcare delivery and insurance business
- Operational excellence
- Workflow optimization
- Process mapping
- Business process reengineering
Certification
- Arizona State University - Lean Six Sigma Black Belt - In Progress (expected 5/26)
- Scrum Alliance - Advanced Certified Scrum Product Owner (A-CSPO) #2091782
- Scrum Alliance - Certified Scrum Product Owner (CSPO) #1715382
- Scrum Alliance - Advanced Certified ScrumMaster (A-CSM) #2094835
- Scrum Alliance - Certified ScrumMaster (CSM) #2030035
- Scrum.org - Professional Scrum Product Owner (PSPO I)
- Scrum.org - Professional Scrum Master (PSM I)
- Project Management Institute – Project Management Professional (PMP) #1726501
- Juran Institute/PHS Process Excellence – Six Sigma Green Belt
Timeline
Process Improvement Director
Elevance Health (Anthem Blue Cross/Blue Shield) Customer Experience Office
01.2022 - Current
Senior Project Manager II
UnitedHealthcare Clinical Services/Utilization Mgmt
03.2021 - 01.2022
Six Sigma Consultant/Black Belt
UnitedHealthcare Government Operations
03.2019 - 03.2021
Sr. Project Manager II
UnitedHealthcare Enterprise Performance Operations (EPO)/Regulatory Implementation Office
05.2015 - 03.2019
Research, Design & Implementation Manager
Presbyterian Healthcare Services/Product Development (Sales and Marketing)
06.2014 - 05.2015
Project Manager III
Molina Healthcare of New Mexico Health Plan Operations
02.2014 - 06.2014
Research, Design & Implementation Manager
Presbyterian Healthcare Services/Product Development (Sales & Marketing)
08.2008 - 02.2014
Sr. Clinical Decision Support Analyst
Presbyterian Healthcare Services/Quality Institute
01.2006 - 01.2008
Manager, Quality Analysis and Profiling
Lovelace Health System/Division Quality
01.2005 - 01.2006
Data Analysis, Statistics and Predictive Modeling Manager
Lovelace Health Plan/Disease Management
01.2003 - 01.2005
Sr. Analyst, Data Analysis and Query Support/Cost & Utilization Analyst
Lovelace Health Plan/Medical Economics
01.2001 - 01.2003
Master of Project Management (MPM) -
Wake Forest University
B.S. - Statistics & Biology
The University of New Mexico
B.A. - Economics
The University of New Mexico
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