Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michael Gatherum

Herriman,Utah

Summary

Seasoned Executive with 25 years of Healthcare BPO/BPS experience, with a strong background in sales (Client Partner/Hunter/Farmer), account management, and client retention. Experience in multiple verticals across Healthcare Payers, including Digital Transformation, Payment Integrity, Customer Experience (CX), Omni-channel Communications, Medical Claims Management and Revenue Cycle Management, Clinical and Non-Clinical work, as well as Automated Document Solutions. Top-performing professional with eye for detail and to boost company successes. Highly educated and trained in operations management and improvement.

Overview

18
18
years of professional experience

Work History

Senior Vice President – Client Services

WNS
05.2023 - Current
  • As a Client Partner my role is focused on client retention and growth through creating partnerships with primary client decision makers
  • Portfolio includes 90M in TCV
  • Yearly Quota of 10% YOY growth to current Revenue as well as 5M ACV new business signing
  • Majority of portfolio was within Payment Integrity vertical including: Subrogation, Credit Balance, AR and cash posting, Coordination of benefits, Utilization Management and Revenue Cycle Management as well as Fraud Waste and Abuse
  • Main Client was a top 10 fortune 500 company
  • ACV within Payment Integrity in excess of 15M ACV
  • Maintain and grow client portfolio within the Healthcare industry across multiple offering verticals including CX, Clinical and non-clinical review
  • Pre-certification for Providers in Chemotherapy, Radiology and Urgent Care
  • Create opportunities and drive sales initiatives using strong delivery and creating trusted relationships, as well as responding to RFP activities
  • Plays an active role in solutioning, modeling, contracting, and implementing large scale initiatives
  • Sales tracking and pipeline management via CRM (Salesforce)
  • Direct contact with VP+ level leadership within Procurement, Operations and Business.

Senior Director - Account Management

Conduent
11.2020 - 05.2023
  • Role is focused on client retention and growth through creating partnerships with primary client decision makers
  • 2021 contracts included $74M in signings within; BCBS-FL, Centene, Humana, WebTPA and Carefirst
  • Maintain and grow client portfolio - current ARR $40M with TCV $120M
  • Create opportunities and drive sales initiatives through cold-calling and RFP activities
  • Closed new logo $18M TCV Claims Processing opportunity with Centene; the first outsourcing deal executed by Centene
  • Closed new capability $2M TCV Appeals & Grievances (direct bid – no RFP) opportunity with Centene
  • Closed $30M TCV Mailroom / Claims Processing renewal opportunity with an additional $2.5M TCV Mailroom add-on services with HealthEquity
  • Closed $18M TCV Mailroom renewal opportunity with BCBS-FL
  • Closed new logo $3.5M TCV Mailroom opportunity with WebTPA
  • Direct contact with VP+ level leadership within Procurement, Operations and Business.

SR Manager Accenture Leadership- CMT, H&PS

Accenture
06.2017 - 01.2020
  • P&L/Client relationship full ownership
  • Managing high tech clients in Silicon Valley, building relationships and providing new offerings to our client
  • Managing employees in Europe/Asia/South America- performing Content Moderation Services for a large technology companies
  • Working to streamline and ensure processes are efficient as possible and SLA’s are met
  • Sales/Growth Responsibility - Goal 20% growth 2018/19- Increased revenue from $75M to $125M TCV Sales growth primarily within F&A (P2P, O2C, R2R and General Ledger automated enhancements) Providence St Joseph Health- Working with Accenture sales leadership in developing opportunity and customizing capability
  • Staff Augmentation for functioning within content moderation.

AVP; Client Management Leader, Emerging Markets

Xerox/Conduent Healthcare Services
01.2015 - 05.2017
  • Responsible for overall success and strategic management across the Emerging Market portfolio within the Xerox Healthcare Payer/Provider Industry
  • Focusing on alignment and executive governance for all capability offerings provided by Xerox Services across the globe- including Customer Care, Transaction Processing, Care Integration, Print Mail, HRS, Recovery Services
  • Focus within this role is to grow portfolio and ensure customer satisfaction for over 20 domestic clients with focus over $80M in ARR
  • Full P&L ownership with 20% Revenue and Op YOY growth
  • Operational oversight of 2,500 employees located in US, Guatemala, India, and Philippines
  • Manage Customer Relationships
  • Routinely meet with customers to ensure that Service Levels are being met
  • Discuss and negotiate opportunities for new business as well as any operational issues that impact business
  • Focused primarily CDHP accounts, Regional and National Commercial Payer Health groups and Medicare/Medicaid Managed services
  • Acquisition of new Logo business.

Vice President, Draper Transactions Division (2011-2014)

Xerox Business Services
Draper, Utah
01.2011 - 01.2015
  • Responsible for Healthcare Division with 30 million in Annual Recurring Revenue- servicing major healthcare providers including: WellPoint, HCSC, Blue Shield of California, AmeriHealth Caritas and Regence BCBS
  • Responsible for Domestic and International day to day Operations
  • Global sites include United States (NY, CT, CA, TX, VA, MO, UT, KY) Guatemala (Guatemala City), Philippines (CEBU, Manila), India (Indore, Bangalore, Kochi)
  • Sites include 1130 employees (750 non-U.S.) 16 direct reports
  • Internal and external audit ownership
  • Currently work with external auditors (CROWE) for SSAE16 audit as well as internal auditors to ensure compliance with CISO/SSAE16- description and controls
  • Manage Customer Relationships
  • Routinely meet with customers to ensure that Service Levels are being met
  • Discuss and negotiate opportunities for new business as well as any operational issues that impact business
  • Work with modeling and accounting teams to build new cost structures for current renewals and new business.

Manager, WellPoint (2007 – 2011)

Xerox Business Services
Draper, Utah
01.2007 - 01.2011
  • Managed 2 large accounts (WellPoint Northeast & Empire)
  • Responsibilities include managing a Budget with an Annual Recurring Revenue of $8.5M and TCV $34M
  • Full P&L responsibilities on accounts
  • Manage 4 separate sites in 3 countries (India, Philippines, and USA) - with 15 direct reports and a total of 337 total employees
  • Responsible for managing and handling all employee issues including Human Resource issues, payroll, productivity, and quality.

Education

Studied Economics -

University of Utah
01.2010

Associates in Science -

Utah Valley State University
01.2007

Skills

  • Leadership
  • Strategic Planning
  • Client Relationship Management
  • Team Building
  • Sales Management
  • Budgeting
  • Negotiation
  • Problem Solving
  • Communication
  • Risk Management

Accomplishments

  • Certified Lean Six Sigma Green Belt (ACS)
  • ACS- Xerox Presidents Club (2008-2009, 2012-2013, 2015-2016)

Timeline

Senior Vice President – Client Services

WNS
05.2023 - Current

Senior Director - Account Management

Conduent
11.2020 - 05.2023

SR Manager Accenture Leadership- CMT, H&PS

Accenture
06.2017 - 01.2020

AVP; Client Management Leader, Emerging Markets

Xerox/Conduent Healthcare Services
01.2015 - 05.2017

Vice President, Draper Transactions Division (2011-2014)

Xerox Business Services
01.2011 - 01.2015

Manager, WellPoint (2007 – 2011)

Xerox Business Services
01.2007 - 01.2011

Studied Economics -

University of Utah

Associates in Science -

Utah Valley State University

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Michael Gatherum