Katie Cormier

• Led business requirement development, testing, and deployment of UI to support CMS regulation
• Manage internal and contractor Operational and IT resources to optimize development keying in on efficiencies
• Develop system enhancement recommendations based on knowledge of application, business practices and key metrics
• Successfully manage the relationship with Optum Technology partners
• Implement project management tools and processes to improve and streamline system enhancements
• Manage the demand intake and scheduling for the internal Pharmacy UI queue in support of business objectives and strategies
• Effectively interact with external and internal groups including technology, legal, product management, and operations as part of support activities and new project implementations
• Ensure applicable business requirements and functional requirements are defined and gain approval from business and department leaders
• Hands-on functional testing and validation of business requirements and system functionality
• Successfully work with technical project managers, development teams, quality assurance, and other teams to define comprehensive project plans

• Delivered business requirements, testing, and deployment for regulatory‑aligned UI enhancements.
• Improved communication and collaboration across technology and operations teams

• Analyzed business processes to identify inefficiencies and recommend improvements.
• Collaborated with cross-functional teams to streamline workflows and enhance productivity.

• Successfully partnered with business representatives at all levels to assess, initiate, refine and drive appropriate IVR and telecom technology solutions (Internal Customers including UHC, Ovations Part D, Ovations MAPD, AmeriChoice, OPTUM)
• Drove change within the organization as it pertains to the refinement and enhancement of the tools, policies, procedures, and processes that are incorporated within the IVR application
• Proficiently analyzed, evaluated and respond to issues and enhancement requests for the IVR application
• Educated requesting organizations on key project deliverables including detailed requirements documents, User Interface design standards, and Use Case documentation

• Developed the business and technical infrastructure to deploy Customer Care Professionals to home offices
• Exceeded FTE and performance goals for home environment
• Over 1000 deployed over the course of 18 months (Goal: 300)
• AHT performance improvements save over 2 million in FTE costs annually
• Responsible for communication of corporate and technical policies and updates as they related to Work-at-Home to Management teams
• Contact for corporate questions on WAH policies and processes
• Advisor to other business groups, including acquired business, for Telecommuting Projects
• Coordinated Technical resources for deployments of Customer Care Telecommuters
• Contact for Technical team relative to IP Telephony (VoIP technical pilot and joint plan for deployment)
• Virtual Contact Center (VCC) business liaison for UHT Project Manager
• Issues related to new technology vs. business issues
• Contact for updates to VCC technical training modules for users
• Contact for training on new technology
• Point person for Technical and Customer Care for issues and testing related to enterprise-wide VPN infrastructure changes, included new VPN model
• Thin Client Pilot: point person for Technical team on changes to the data infrastructure for CITRIX (Creation of plan, test, pilot and training for full deployment)
• Point person for preparation and technical aspects of SCO events, as it relates to telecommuter infrastructure needs