Kristin Brady

Leadership & Operational Oversight

• Manage a team of 5 Oversight Specialists supporting Medicare Part D, Medicare Enrollment, Vendor Oversight, Medicare Sales, and performance reporting.
• Built and review 400+ Performance Indicators within OMT to monitor performance, improve transparency, and enhance leadership decision-making.
• Strengthened alignment with IS, PMO, Sales, Enrollment, and Part D through structured escalation paths and communication frameworks.

Regulatory Readiness & Medicare Integration

• Led a full redesign of the Medicare Annual Readiness program, reducing tasks for 750 to 250 and compressing the timeline from 10 months to 3 months.
• Ensured timely submission of CMS and SMAC-required regulatory filings; established risk escalation to executive Leadership

Medicare Communications

• Current direct oversight of Medicare communications including D-SNP, member out reach campaigns, required annual materials, and vendor communications.
• Conducted internal audit to identify errors, gaps, and ares of non-alignment with CMS requirements; work cross-functionally to drive remediation and prevent recurrence.
• Manage and quality review EOCs, LIS Rider materials, member notifications, vendor materials, and ongoing operational communications.
• Led intervention that prevented the issuance of inaccurate ID cards, identifying errors early enough to correct data, complete compliance review, and still meet print-and-mail deadlines.

Quality, Vendor Oversight & Performance Programs

• Developed the Medicare Prescription Payment Plan back office program including desk level procedures, manual claim & payment entry, and escalation processes.
• Partnered with sales leader to monitor FMO compliance and review CTM related reporting.
• Collaborated with Enrollment and Sales to remove a system lag in downloading applications that accelerated enrollment processing.

• Developed quality program for Medicare including the creation of score cards, score guidelines, Policy & Procedures and all required documentation.
• Implemented quality assurance protocols to enhance customer service consistency.
• Conducted regular audits of call center interactions, sales interactions, and Grievance cases to ensure compliance with company standards and State and CMS guidance.
• Analyzed performance metrics to identify trends and areas for improvement in service delivery.
• Trained and mentored staff on best practices for call handling and customer engagement techniques.
• Established benchmarks for quality performance, driving initiatives that improved overall customer satisfaction scores.

• Evaluated call quality metrics to ensure compliance with service standards
• Developed training materials for staff based on emerging trends in customer interactions
• Conducted regular audits of calls to identify areas for process improvement
• Collaborated with management to establish best practices for quality assurance
• Designed and maintained over 300 Online Help topics for use by member services