Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Kari Cook

League City

Summary

Experienced with strategic planning, team leadership, and operational excellence. Utilizes proven methodologies to drive business growth and enhance organizational performance. Track record of successfully leading diverse teams and managing complex projects.

Overview

23
23
years of professional experience

Work History

Sr. Director Payer Service Delivery

Optum
08.2019 - Current
  • Payer Service delivery Sr. Director of enterprise program management, account management and production support for large-scale healthcare plans as a Guidingcare SME.
  • Optimized project timelines by effectively delegating tasks and prioritizing workload among team members. Reducing implementations timeline from 12 to 5 months.
  • Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Achieved departmental goals by developing and implementing strategic plans and initiatives.
  • Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
  • Championed continuous improvement initiatives to drive operational excellence within the organization.
  • Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
  • Navigated complex regulatory environments to ensure compliance with local laws, standards, and regulations relevant to the business domain.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

VP Enterprise Project Management

Altruista Health
10.2018 - 08.2019
  • Implementation SME of Guiding Care. GC is a platform for patient-centered care. It offers health plans and provider organizations easy-to-use, next-generation data integration and workflow management tools
  • Responsible for the execution and maintenance of Altruista's Global Enterprise PMO (EPMO)
  • Establish Altruista's first Global EPMO structure - Portfolio, Program, Project
  • Decreased augmented project management cost by $1.2M
  • Improved Resource Management by shifting from a 1:1 (Project to PM) model to a multi-project capacity model
  • Directed technological improvements, reducing waste and business bottlenecks.
  • Decreased Employee retention risk by implementing a multi-layered EPMO job family
  • Increased visibility and transparency of the EPMO status through the creation and use of dashboard reports
  • Established the EPMO governance documentation and tools
  • Core responsibilities include:
  • Ensure that the client engagement requirements are prioritized and aligned with the product roadmap and development life cycle
  • Facilitate and govern changes in strategy and demand as business needs change and evolve
  • Lead program managers with program responsibilities aligned to budgets; ensuring that project milestones and documented scope are on time and within approved budget in accordance with agile methodologies
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
  • Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
  • Identified opportunities to improve business process flows and productivity.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.

Customer Success Director

Simplee
04.2017 - 09.2018
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Sr. Implementation Operations Director

GetWellNetwork
05.2013 - 04.2017
  • Implementation Program Operations Director responsible for the delivery of GetWellNetwork's Interactive Patient Care strategies and procedures for efficient and effective program management
  • Implementation Services (Program and Operations) lead for all GetWellNetwork implementation methodologies; including the execution of project scoping, project plans, client deliverables, and client engagement support across all business lines - commercial, government and international
  • Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
  • Reviewed financial and operational reports on regular basis to make effective decisions.
  • Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
  • Led, supervised and provided strategic direction for workforce of 30 employees.
  • Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
  • Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
  • Collaborated with executives to develop and execute strategic business plans.
  • Coordinated logistics planning efforts to ensure timely delivery of products while minimizing transportation expenses.
  • Established quality customer relationships through consistent delivery on commitments.
  • Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
  • Cultivated a high-performance work environment by setting clear expectations and fostering open communication among employees.
  • Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
  • Managed budgets with accuracy, consistently staying within allocated funds without sacrificing operational goals or objectives.

Senior Implementation Project Manager

GetWellNetwork
03.2011 - 03.2013
  • A detail-oriented Senior Project Manager responsible for managing large scale implementations of Interactive Patient Care for client hospitals around the country
  • Responsible for handling all facets of communication with client hospital project team and Senior Level Administration during the implementation lifecycle
  • Core function of this position includes the overall project management of the network design, server design and builds, content design and development, equipment procurement, and installations of hardware at client hospitals
  • Led post-implementation reviews to identify areas for improvement in future projects, contributing valuable insights for ongoing optimization efforts.
  • Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
  • Led technology roadmapping, conducting research, development, and installation according to deployment specifications.
  • Communicated project updates to stakeholders at all levels.
  • Negotiated and managed project budgets to meet goals.
  • Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
  • Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
  • Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
  • Managed 2 project teams in Agile environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
  • Created implementation methodologies to control project costs and meet deadlines.
  • Implemented structured change management processes to minimize disruption during system upgrades or process improvements.
  • Led and managed staff of 5 team members engaged in administering complex IT infrastructure.

Project Manager

Harmony Information Systems, Inc.
03.2008 - 12.2010


  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Fostered client relationships to help in the dissemination of information pertaining project timelines, budgets and the coordination of resources
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Analyzed clients needs and designed comprehensive project timelines and budgets
  • Authored RFP responses
  • Instrumental in project negotiation
  • Offered advice and helped facilitate understanding amongst clients of project implementation requirements
  • Offered hands-on supervision during all project implementations
  • Managed client expectations
  • Created metrics to monitor project performance


Account Executive

TransUnion Settlement Solutions
05.2006 - 01.2008
  • Directed the sales of real estate lending solutions in a set geographic territory
  • Constructed individualized lending solutions specifically geared for each client
  • Liaised and managed clients with $100 million or more in lending transactions
  • Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
  • Assisted in the onboarding process for new clients, ensuring a smooth transition into the company''s roster of accounts.
  • Located and prioritized lucrative sales opportunities to increase revenue and gain market share
  • Charged with maintaining project budgets and timelines to maximize corporate revenue
  • Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Boosted client satisfaction by developing and maintaining strong relationships through effective communication.

Sr. Account Executive

Bowman Systems
03.2005 - 05.2006
  • Spearheaded new business development
  • Conceived and implemented the business to business sales process for a unique new product
  • Created and directed the execution of a national marketing campaign
  • Authored RFP responses in a timely and efficient manner
  • Directed the creation of product software user guides
  • Participated in and presented at national industry trade shows
  • Performed periodic competitive analysis in order to tweak pricing and maintain market competitiveness

Regional Manager

IPM-Software, Inc.
02.2002 - 02.2005
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
  • Supervised staff to optimize brand expansion initiatives and productivity.
  • Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.

Education

MBA - Information Technology Project Management

The University of Texas At Dallas - School of Management
Dallas
01.2013

Graduate Certificate - Project Management

The University of Texas At Dallas - School of Management
Dallas, TX
01.2012

Seminar - Operations and Strategic Management

BEM Bordeaux Management School France
France
01.2011

BBA - Marketing

Stephen F. Austin State University
Nacogdoches, TX
01.2000

Skills

  • Vendor Management
  • Collaborative leadership
  • Culture transformation
  • Team management
  • Policy development
  • Administrative oversight
  • Pipeline development
  • Strategic planning & Delivery
  • Process improvement
  • Project management
  • Staff development
  • Budget management

Awards

Salesperson of the Year IPM Software

Salesperson of the Year Bowman Systems

Rookie of the Year - GetWellNetwork

Culture Innovator - GetWellNetwork



Timeline

Sr. Director Payer Service Delivery

Optum
08.2019 - Current

VP Enterprise Project Management

Altruista Health
10.2018 - 08.2019

Customer Success Director

Simplee
04.2017 - 09.2018

Sr. Implementation Operations Director

GetWellNetwork
05.2013 - 04.2017

Senior Implementation Project Manager

GetWellNetwork
03.2011 - 03.2013

Project Manager

Harmony Information Systems, Inc.
03.2008 - 12.2010

Account Executive

TransUnion Settlement Solutions
05.2006 - 01.2008

Sr. Account Executive

Bowman Systems
03.2005 - 05.2006

Regional Manager

IPM-Software, Inc.
02.2002 - 02.2005

MBA - Information Technology Project Management

The University of Texas At Dallas - School of Management

Graduate Certificate - Project Management

The University of Texas At Dallas - School of Management

Seminar - Operations and Strategic Management

BEM Bordeaux Management School France

BBA - Marketing

Stephen F. Austin State University

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Kari Cook