Jen Hough

• Communicate directly with customers and partners to build strong business networks and relationships.
• Identify business development challenges and customer concerns for proactive resolution.
• Manage the relationship with the business to determine features or components that will add value to a product, provide recommendations for areas of improvement and assess value of delivery to the business to adjust where necessary.
• Negotiate vendor contracts and agreements to cultivate profitable business transactions.
• Partner with vendors to improve outcomes and timeliness.
• Translate customer needs into solution requirements using powerful value propositions and negotiation skills.
• Ensure technology teams are executing on the Strategic Goals of the organization and meeting delivery goals.
• Key contributor to the roll out of Agile in the technology teams and our continued maturity throughout the organization.
• Lead the Product Management team and act as the Product Manager for the Applications Services Agile Release Train
• Partner with the Director of the LPMO (Lean Portfolio Management Office) to create, document and introduce a new work intake process to the organization.
• Oversight of the Business Platform Team that support the business configuration for multiple platforms; automatic workflow system, underwriting rules engine, M365 solutions and word letter writing system.

• Communicated with customers and vendors positively with particular attention to problem resolution.
• Oversaw and improved deliveries through proactive coordination of daily operations for the business administration team that supported our automatic workflow system, underwriting rules engine and word letter system.
• Anticipated financial impact from operational issues and worked with leadership to develop solutions.
• Interacted well with internal customers to build connections and nurture relationships.
• Assists in the prioritization and negotiation of backlogs in the event of escalation.
• Ensures all development is cost justified, appropriately prioritized, and supports the vision of the Executive Management team and the Organization as a whole.
• Instrumental in the SAFe Agile transformation by providing guidance at the Troika level and leadership to the agile teams.

• Attended Agile ceremonies, demos and production proving activities.
• Broke project into epics, features and implementable user stories.
• Interacted with internal stakeholders as voice of customer.
• Liaised with product team and development team to help break down requirements.
• Worked on feature development and code implementation on front-end web applications, back-end API services, API portal and API gateway capabilities.
• Updated customers and senior leaders on progress and roadblocks.
• Partnered with project team members to identify and quickly address problems.
• Negotiated and managed project budgets to meet goals.
• Created and implemented contingency plans to address potential risks.
• Oversaw entire product deployments from vision and creation to rollout and delivery.

• Established departmental performance goals and provided feedback for underperforming areas.
• Managed daily operations while overseeing multiple locations to foster increased productivity.
• Advisor to the Managers and Supervisors regarding Human Resource cases.
• Work with Leadership team to ensure SLAs are met and strategize for future needs.
• Mediate, remove impediments, manage risks, handle escalations, and resolve issues.
• Work with Leadership and staff to identify process efficiencies.
• Share client goals and initiative with the account staff.

• Point of contact for Blue Card (out of state) escalated issues from all areas of the Company which include CSC, Marketing, Provider Networking and Auditing Teams, as well as the Association and Partner Plans
• Manage and prioritize the work for nine claims areas (95 people) which includes claims processing, adjustments, phone line, testing team, medical support teams and our data entry operators to ensure the maximization of the Associations National Programs Scorecard measures are met as well as the objectives and goals of the Company are met. 97% Claims processed in 5 days

100% of Plan-to-Plan inquiries resolved in 30 days, 95% resolved in 7 days

99.5% of adjustment requests completed in 14 days

Average 300,00 claim volume per month

• Ensure system enhancements are tested and implemented within defined time frames
• Determine the appropriate allocation of resources and negotiate needs with Resource Managers and Delivery Manager to ensure appropriate balance is achieved to meet stakeholders’ expectations.
• Represent the Blue Card Claims team in strategic discussions as well as Enterprise initiatives. Manage the implantation of those changes within the Teams.
• Collaborate with the Resource Managers to identify development opportunities for the team leads.
• Steer the team to ensure the strategic direction of the stakeholders are executed and time sensitive deadlines are met.
• Planning, scheduling, empowering and coaching people to achieve objectives using Servant Leadership and Agile principles.
• Planning to assess current and future needs.
• Identify and implement process improvements to ensure the reductions of administrative costs.

• Lead strategic and tactical objectives that drive process improvements necessary to serve the enterprise.
• Manage and balance the department budget
• Communicate and enforce corporate and intradepartmental policies and procedure
• Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
• Determined proper course of action for claims processing.
• Documented and communicated timely claims information while supporting accurate outcomes.
• Gathered sensitive information to update customer profiles and help with appeals process.
• Researched claims and incident information to deliver solutions and resolve problems.
• Mediate, remove impediments, manage risks, handle escalations, and resolve issues.