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Kelly Harbour
Business Operations
Northfield,NH
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteSummary
Operations leader with a track record of driving change management programs and enabling innovation culture. Expertise in problem-solving, compliance development, and coordination across functional teams. Dedicated to enhancing operational performance and increasing team productivity.
Overview
35
35
years of professional experience
Work History
Director National Accounts
Cigna Healthcare
Northfield, CT
03.2022 - 12.2025
- Collaborated with senior leadership to set long-term objectives for the company.
- Developed and implemented strategies that streamlined operational processes, boosting organizational efficiency.
- Implemented new technologies to streamline processes and enhance productivity.
- Led change management efforts to adapt to market shifts and organizational needs.
- Fostered innovation culture, empowering staff to share ideas that led to significant project improvements.
- Developed policies and procedures to ensure compliance with corporate standards.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
Senior Marketplace Representative
Cigna Healthcare
Northfield, NH
06.2016 - 03.2022
- Translated Cigna coverage and plan details into clear client guidance.
- Researched benefit eligibility and claims questions, then delivered accurate support within Cigna service standards.
- Routed complex service issues to appropriate teams and tracked follow-up through resolution.
- Used structured problem-solving to address difficult situations and complex customer inquiries.
- Joined and led training sessions that improved performance for self and team.
- Worked with departments across organization to meet client needs with coordinated support.
- Maintained records for client interactions, sales activity, and target progress in CRM software.
- Partnered with team members to improve client service processes and overall service quality.
- Built product knowledge on ongoing basis to support team needs and suggest process improvements.
- Mentored junior team members and supported positive employee relationships.
- Coordinated internal resources to deliver tailored solutions on time and align outcomes with client needs.
Senior Director of Operations
Cigna Healthcare
Hooksett, CT
01.2010 - 06.2016
- Managed daily operations for large staff across multiple departments to maintain continuity and support organizational goals.
- Supported development and rollout of operational strategies that enhanced efficiency, reduced costs, and increased customer satisfaction.
- Managed vendor partnerships to optimize supply chain processes and maximize resource utilization.
- Provided direction and support to subordinate managers and supervisors.
- Led regular meetings with department heads to review performance metrics and track progress toward goals.
- Completed performance reviews for direct reports and shared feedback for improvement.
- Communicated departmental goals to align team efforts with organizational objectives and achieve targeted outcomes.
Product Owner
Cigna Healthcare
Manchester, Connecticut
10.2000 - 01.2010
- Developed user stories, acceptance criteria, and mockups for new features.
- Collaborated with cross-functional teams to define product requirements and features.
- Coordinated with stakeholders to align project timelines and deliverables with business objectives.
- Collaborated with development teams to ensure successful delivery of products.
- Coordinated with marketing and sales teams to develop go-to-market strategies and support product launches.
- Reviewed testing results to ensure product performance met specifications and user expectations.
- Provided training and support for users throughout the product lifecycle.
- Maintained knowledge base of current industry trends and emerging technologies.
- Ensured compliance with regulatory standards related to the product portfolio.
Enrollment and Eligibility Supervisor
Healthsource
Concord, NH
10.1990 - 10.2000
- Reviewed enrollment data against benefit records and eligibility systems.
- Verified applicant eligibility for compliance with regulations, laws, and standards.
- Helped support eligibility workflows using database and case management tools.
- Processed application changes, terminations, and coverage updates.
- Checked applications for completeness and guideline compliance.
- Resolved workflow issues and guided staff through daily tasks to improve team productivity.
- Updated operational policies and procedures to streamline workflow and improve accuracy.
- Entered client information and files into databases for review and tracking.
- Contacted client references and employers to verify applicant information.
- Applied plan rules and documented eligibility decisions in Healthsource systems.
- Guided staff on HIPAA privacy requirements and confidential member information handling.
- Completed staff performance evaluations to track progress and individual skills.
- Investigated discrepancies between application details and supporting documentation.
- Responded to client inquiries and concerns and escalated complex issues to department supervisors.
- Assigned work to staff and set priorities and goals.
- Reviewed employee work for quality standards and proper procedures.
- Supported Healthsource compliance standards and office procedures.
Education
Some College (No Degree) - Health Administration
Skills
- Project and portfolio management
- Vendor management
- Operational efficiency
- CRM systems
- Time management
- Change management
- Team leadership
- Staff development
- Decision making
- Relationship management
- Problem solving
- Analytical skills
- Data entry
- Attention to detail
Timeline
Director National Accounts - Cigna Healthcare
03.2022 - 12.2025
Senior Marketplace Representative - Cigna Healthcare
06.2016 - 03.2022
Senior Director of Operations - Cigna Healthcare
01.2010 - 06.2016
Product Owner - Cigna Healthcare
10.2000 - 01.2010
Enrollment and Eligibility Supervisor - Healthsource
10.1990 - 10.2000
Southern New Hampshire University - Some College (No Degree), Health Administration