Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Interests
Generic
Kasey Speyer

Kasey Speyer

Business
Mead,CO

Summary

Self-directed and resourceful leader with 12 years of experience successfully organizing, managing and delivering cross-functional projects. Advances relationships with sway at the executive-level while structuring complex analyses to support strategy in fast-paced and evolving environment. Effective influencer with growth mindset and strong communications skills to summarize and present diverse topics effectively. Ability to apply LEAN concepts, reduce cost by a 10-30% margin, recover cost by as much as 75% with consistent maintenance of meeting or exceeding performance guarantees, 95%+ quality rating and an 89% employee engagement rating.

Overview

14
14
years of professional experience
6
6
years of post-secondary education
3
3
Certificates

Work History

Chief of Staff

State Of Colorado, DORA-DPO
Denver, Colorado
08.2019 - Current
  • Leader in regulatory compliance support activities for over 55 professions and occupations in Colorado.
  • Servant leader of 5 direct staff with leadership oversight to 200
  • Envision analytical frameworks and relevant insights to support prioritization, scoping and effective decision-making.
  • Manage business operations while overseeing business and fiscal duties.
  • Champion on-boarding and succession planning processes to address gaps in employee retention and engagement.
  • Foster solid relationships with Process Excellence, IT and personnel areas to create seamless onboarding, issue resolution and planned, process driven continuum for continued support of applications and infrastructure.
  • Business owner for cloud based SaaS implementation to include but not limited to strategic relationship management, requirements oversight, organizational change management, and scrum activities.
  • Manage Product Backlog/Requirements and work closely with Product Owner.
  • Make recommendations on current and future capabilities.
  • Participate in hiring, training and performance evaluations to establish and enforce policies and procedures for business functions.
  • Perform financial and managerial analyses to evaluate data and make recommendations, prepare financial reports, and monitor risk.
  • Encourage coordination and cooperation among departments and continuous review of interdepartmental processes to support quality control and process improvement.
  • Develop internal requirements which complied with state regulatory standards to minimize regulatory risks and liability across program.
  • Develop highly-efficient administrative and program team through ongoing coaching and professional development opportunities.
  • Focus process on consumer experience outcomes under regulatory environment.
  • Ensure regular reporting and quality assurance activities completed.
  • Plan and facilitate meetings.
  • Lead Equity, Diversity, and Inclusion activities for operations.
  • Champion on-boarding and succession planning processes to address gaps in employee retention and engagement.
  • Improve consistency, quality, and timeliness in operations such as administration of Board meetings, fiduciary spend, and reduction of fiscal notes.
  • Improve communication and employee engagement through informal and formal activities.
  • Champion tools to track and monitor work to ensure accountability of leadership.

Director Member Experience

Anthem, Inc.
Denver, Colorado
12.2017 - 12.2018
  • Led 15 managers with leadership responsibilities for over 350 member experience associates in inbound call center settings.
  • Directed member experience services for 35 National Accounts with various products including but not limited to Anthem Health Guide, Mercer Health Advantage, Anthem Population Health, Engage, and other ASOs.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Maximized employee engagement by creating multiple opportunities to inspire associates to perform to measurable goals.
  • Built and strengthened strategic relationships with vendors, companies, and leading healthcare partners.
  • Recruited and hired experienced management staff to lead customer service teams for National Accounts.
  • Aligned business processes and activities with corporate objectives to improve operational delivery with focus on customer outcomes.
  • Worked cross-functionally with leaders across multi-faceted organization with emphasis on employee engagement and customer satisfaction.
  • Request for Proposals and finalist presentation contributor.
  • Use systems thinking and business knowledge to solve problems.
  • Work within matrixed organization and partnered across businesses and functional groups to translate priorities and requirements into concrete operational processes and measurement plans.
  • Influenced work force management practices to improve call handling times and satisfaction.
  • Provision of customer service leadership with regard to all facets of operations analysis, performance management, and time entry
  • Work within voice of customer structure (NPS, FCR, CSAT) to interpret and action team member and customer feedback for improvement.
  • Develop service policies, programs, and systems to support strategic direction.
  • Partner with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan.
  • Defined trend setting performance metrics and drive team to meet those metrics.
  • Aligned business processes and activities with corporate objectives to improve operational delivery with focus on customer outcomes.
  • Monitored expense process; established budgets and constraints to assure expense goals are met.

Manager, Behavioral Health and EAP

Anthem, Inc.
Denver, CO
06.2010 - 12.2017
  • Servant leader to 42 clinical staff and over 1700 National and EAP accounts in inbound call center.
  • Cross-trained existing clinical associates to maximize team agility and performance.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Accomplished multiple tasks within established timeframes.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Evaluated report data to proactively adjust and enhance operations.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Built and maintained positive staff relationships to promote teamwork and better serve members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Empowered employees to own work, create meaningful resources and training materials, and actively participate in training new members of clinical team.
  • Championed quality assurance tools to ensure solid clinical practice, elevate member experience, and improve member outcomes.
  • Involvement in Request for Proposal responses and finalist presentations resulting in significant account gains.
  • Fostered relationships in matrixed environment to reach first call resolution.
  • Effectively achieved performance guarantees year over year during tenure as manager.
  • Influenced sales (5%-40% member growth year over year) through performance metrics and ability to meet wide ranging customer needs.
  • Responsible for providing requirements, testing and acceptance for new software implementation.
  • Team member on internal committee responsible for initiating emergency BH/EAP services for customers and communities during high profile incidents throughout United States (i.e. Sandy Hook, San Bernadino, etc.).
  • Provided clinical oversight of high profile situations.
  • Provided clinical supervision of staff.

Behavioral Health and EAP Lead

Anthem
Denver, CO
06.2009 - 06.2010
  • Performed intake procedures according to internal standards.
  • Managed psychiatric and chemical dependency facility-based and outpatient professional treatment through telephonic or written review.
  • Managed/assigned more complex cases to other care managers.
  • Coordinated work and work flow of behavioral health care managers.
  • Assessed medical necessity and refer to care management programs for complex and high utilization members.
  • Available as resource to other care managers regarding monitoring of all aspects of members' behavioral health criteria and medical need.
  • Assisted in implementation of work flow.
  • Conducted quality assurance audits.
  • Ensured follow up on complex and/or high profile cases.
  • Obtained systems access for new and existing staff.
  • Onboard new clinical staff.
  • Prepared variety of different written communications, reports and documents to ensure smooth operations.
  • Served as senior member for 20 clinical staff in inbound call center.

Behavioral Health and EAP Consultant

Wellpoint/Anthem
Denver, CO
04.2008 - 06.2010
  • Provided case management for insurance members with psychiatric & chemical dependency conditions through telephonic contact.
  • Engaged members by phone, assessed care needs, developed appropriate care plans, monitored progress to promote optimal functioning & quality of life.
  • Utilized appropriate screening criteria, knowledge, clinical judgment along with following clinical guidelines to perform duties.
  • Provided health coaching to qualifying members.
  • Provided appropriate referrals to internal & external sources.
  • Completed documentation in clear & concise format within multiple systems.
  • Assisted members & providers with authorization & claim issues as appropriate.
  • Met performance metrics and managed up to 50 calls per day.
  • Member & provider issue resolution.
  • Participated in behavioral health rounds.
  • Performed follow-up counseling calls, addressed issues and reported to enable complete tracking.
  • Resolved complex mental health concerns, assessed possible follow-ups and took action in crisis situations.
  • Identified high-risk cases and responded per client need with direction of management.

Education

MBA -

Regis University
Denver, CO
06.2015 - 12.2017

Master of Science - Psychology

University of Tasmania
Hobart, TAS, Australia
05.1998 - 01.2000

Master of Education - Counseling Psychology

Springfield College
Springfield, MA
08.1995 - 05.1997

Skills

  • Strategic planning
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Affiliations

Employee Assistance Professionals Association

Rotary International

Certification

Licensed Professional Counselor (LPC) - 2005-current

Interests

Equity, Diversity, and Inclusion

Volunteerism

Social Matters

Outdoors

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