Jodi Halpern Dubrovensky
Louisville
Summary
Experienced in coordinating strategy with operations and overseeing campaign performance. Proven track record of effective project management and excellent communication abilities. Utilize leadership skills to motivate teams, and ensure project deadlines are met.
Overview
16
16
years of professional experience
Work History
Program Delivery Lead
Humana Inc.
Louisville
07.2024 - Current
- Managed an external vendor to connect more than 5,000 members with a primary care provider.
- Managed the launch of two campaigns with two external vendors allowing Humana to engage with almost 200,000 members.
- Led weekly meetings prioritizing work for three different work streams, including strategic initiatives, implementation of campaigns, and data analysis/dashboard development.
- Partnered with data experts to enhance a dashboard illustrating how many of our members are engaged with a provider, allowing us to dive further into member demographics.
- Managed the task board for three different work streams to ensure transparency, timely completion of work and clear documentation, helping us identify additional engagement opportunities.
Senior Stars Improvement Professional
Humana Inc.
Louisville
01.2022 - 06.2024
- Developed a strategy to improve patient experience scores and other KPI’s
- Created Stars team strategy to enhance contract scores by laying out what to discuss with groups, when gaps should be discussed, and when we need to prepare materials to be ready for optimal results.
- Designed a multitouch campaign for unpaneled members, and presented it to several regions across Humana to help members get the care that they need and to close additional gaps.
- Advocated for enhancements to the member journey that improve net promoter score by enhancing service and consistency to our members
- Performed SWOT (Strength, Weakness, Opportunity, Threats) analysis on contracts in our region to benchmark performance and provide improvement recommendations to leadership.
- Worked alongside the Stars team and Provider Engagement team to ensure efforts are positively influencing member behavior while meeting company goals.
- Managed direct mail campaign to over 50,000 members in the northeast region encouraging members to visit their Primary Care Provider.
Senior Program Delivery Professional
Humana Inc.
Louisville
10.2018 - 01.2022
- Developed member engagement strategy intended to build trust between Humana and Medicare Advantage members so they complete an in-home health and well-being assessment.
- Evaluated results of engagement efforts with partners to determine if we increased completion rates, if content resonated with the member, and if the call to action was clear.
- Partnered with three external vendors and one Humana owned vendor to craft, test, and manage over 100 call scripts, letters, text messages, and email communications encouraging the member to engage with the program and learn more about the services offered.
- Analyzed call dispositions to understand why members decline or cancel an in-home health and well-being assessment and evaluate how to improve our call scripts and decline rebuttals.
- Implemented a survey to begin measuring Net Promotor Score for each vendor
- Launched a process with three of our partners to warm transfer eligible members to the Humana Medication Therapy Management team for a comprehensive medication review.
Process Consultant
HPS Networks/HPS Operations
05.2016 - 10.2018
- Created five-year strategic plan for pharmacy communications to connect with pharmacists and improve their experience with Humana.
- Crafted communications intended for pharmacists regarding changes to preferred drug lists, how to work with Humana, and claim submission best practices.
- Designed and updated communication process to ensure communications are going through necessary reviews, meeting brand standards, remain accurate and are delivered efficiently and timely.
- Managed relationships with stakeholders, business partners and other Humana Pharmacy Solutions teams
- Transferred review process from an email-based system to automated tool (IMO). Trained hundreds of business owners on functionality and use of IMO and provided guide on submitting project requests, reviewing communications and feedback received.
- Maintained the business continuity plan with the most recent emergency procedures and contact information.
- Developed monthly reporting presentation to illustrate work that the Claims Operations team is doing with CMS (Centers for Medicare and Medicaid Services), communications and early issue detection.
- Worked with technology and plan development teams to create and test CMS-mandated Summary of Benefits and Coverage (SBC) document, which helps the member compare insurance plans provided by different health insurance providers.
- Validated data on a bi-weekly basis to ensure that information provided to CMS is accurate, and to prevent a two-week selling suppression from Plan Finder (a Medicare selling tool).
Pharmacy Communications Analyst
Humana Inc.
12.2013 - 05.2016
- Created a 2015 calendar with a Humana Specialty Pharmacy theme to mail to current Humana members which increased call volume by 19% and enrollment rate by 3.4%.
- Strategized and developed a two-touch pilot campaign, including a brochure and an infographic, to build awareness and convert members from receiving certain medicines in a hospital setting to an alternative home program.
- Developed personalization opportunities in content by crafting messaging that allowed for variable fields relating to the member and using tools such as Interact that allow for digital learning about member.
- Worked with internal business partners to understand member segmentation, test and learn opportunities, data requirements and messaging needs for communication campaigns.
- Aligned with internal business partners to focus on member acquisition by developing value proposition messaging that drew attention to the opportunities, services, and benefits provided by Humana Pharmacy.
- Collaborated with Humana legal to measure risk and manage in mailing campaigns.
- Created business rules and managed internal and external vendors for a timely, accurate and complete communication mailing.
- Participated in QA testing for data, communication pieces and campaign execution to ensure accuracy, efficiency and completeness.
Social Media Contractor
Addeco Staffing/Humana, Inc.
Louisville
11.2012 - 11.2013
- Managed relationships with ad agencies and provided direction for marketing materials and user-oriented tools.
- Developed a social roadmap for 2013-2014 and implemented different stages of social techniques including content creation, analysis of paid media campaigns and outreach efforts to members interacting on Twitter and blogs.
- Created a monthly editorial calendar with text content, creative imagery and infographics for the HumanaOne and Humana Affordable Care Act social media channels.
- Designed 70 pre-approved responses on the Affordable Care Act for real-time response on Humana social media channels.
- Analyzed engagement, reach, and sentiment levels for different social media content to better tailor content to consumer needs.
- Collaborated with multiple teams to develop business needs and goals for optimal social media strategies.
Digital Media Strategist
LouisvilleShortsaleExpert.com
Louisville
05.2009 - 07.2012
- Developed a comprehensive social media campaign that increased service awareness and increased yearly leads by 35%.
- Ran bi-weekly meetings with four team members on progress regarding advancement of marketing projects.
- Developed direct mailings that were sent out to qualified local homeowners, which received a 5% response rate.
Education
Certificate - Sales Growth Certificate
ECornell
01-2024
Capstone Team Member/Consulting - Marketing and Branding
Whirlpool Corporation, Kelley School of Business
01.2009
Masters of Science - Information Systems
Indiana University, Kelley School of Business
01.2009
Kentucky Real Estate School - Licensed
Home Services Real Estate Academy
01.2009
Bachelor of Science - Marketing
Indiana University, Kelley School of Business
01.2008
Skills
- Project management
- Vendor management
- Data analysis
- Stakeholder management
- Strategic thinking
- Problem solving
- Process improvement
- Presentation skills
Experience Highlights
- End consumer and clinical provider engagement incorporating strategies such as call center enhancements, touchpoint analysis, journey mapping, and net promoter score
- Managing projects across internal and external teams with an emphasis on managing goals, metrics and milestone timelines
- Analytical skills including evaluating program performance and determining critical next steps
- Marketing strategy and execution, including texting, email, social media, website copy, direct mail and branding initiatives
- Client relationship management encompassing communicating strategy, managing expectations and fielding questions
- Effective Communication
Timeline
Program Delivery Lead
Humana Inc.
07.2024 - Current
Senior Stars Improvement Professional
Humana Inc.
01.2022 - 06.2024
Senior Program Delivery Professional
Humana Inc.
10.2018 - 01.2022
Process Consultant
HPS Networks/HPS Operations
05.2016 - 10.2018
Pharmacy Communications Analyst
Humana Inc.
12.2013 - 05.2016
Social Media Contractor
Addeco Staffing/Humana, Inc.
11.2012 - 11.2013
Digital Media Strategist
LouisvilleShortsaleExpert.com
05.2009 - 07.2012
Certificate - Sales Growth Certificate
ECornell
Capstone Team Member/Consulting - Marketing and Branding
Whirlpool Corporation, Kelley School of Business
Masters of Science - Information Systems
Indiana University, Kelley School of Business
Kentucky Real Estate School - Licensed
Home Services Real Estate Academy
Bachelor of Science - Marketing
Indiana University, Kelley School of Business