Michael Orlando
Lake Elmo,MN
Summary
Passionate, driven, and empathetic change leader with a proven track record of driving business performance and enterprise-level transformation on both the provider and payer sides of healthcare. I have excelled through outstanding work ethic, cultivating and enabling talent, building and leveraging genuine relationships, a meticulous approach to managing details, and an ability to communicate a clear and compelling vision across stakeholder types.
Overview
13
13
years of professional experience
Work History
Senior Vice President of Growth and Strategy
Emcara Health
11.2023 - Current
- Designed and led a comprehensive business transformation program tasked with preparing Emcara Health's in-home care business, consisting of 50 providers across 4 states, for acquisition.
- Transformation program achievements include: exiting non-viable products and markets, improving core product performance, rebuilding the sales capability, achieving growth via existing and new clients, and cutting operational losses by 50% in 6 months.
- Initiated and closed the first two net-new client contacts in the last three years of Emcara Health, within the first 8 months of taking over the sales function.
- Grew the total sales pipeline from $0 to $16M, with $8M at high-confidence in less than 12 months.
- Rebuilt Emcara’s sales competency from the ground up, including hiring a sales team, rebuilding sales collateral, defining a pipeline funnel process, and improving the attractiveness of our standard contractual terms.
- Centralized the client management team and defined a formal playbook which resulted in 100% of clients surveyed responding that they feel Emcara is more competent and easier to work with than one year ago.
- Continually evaluate product performance, client feedback, and competitive intelligence to course-correct immediate needs, and maintain a comprehensive product roadmap to inform investments and decision-making.
- Manage the Strategic Initiatives function which is responsible for strategic planning, client, vendor, and technology implementations, and project management support for priorities defined by the executive leadership team.
- Responsible for Operational Excellence team which drives root-cause analysis and resolution of key performance issues or defects, such as a 30% improvement in average patient visits per day in just four months.
Chief Strategy Officer
American Health Network – Optum
06.2021 - 11.2023
- Responsible for ensuring business performance met or exceeded forecast by ensuring 260 providers and 32 practices were tracking to plan, driving execution of strategic initiatives, and cultivating a business roadmap to satisfy immediate and future needs.
- Oversaw cost optimization program that reduced 2023 run rate operating expenses by $12 million by exiting seven unprofitable service lines, consolidating unprofitable practices, improving revenue cycle performance, and reducing admin spend.
- Developed relationships with employer advocacy coalitions, healthcare reform interest groups, and commercial brokers to advocate for key change initiatives and champion AHN as a solution to reducing overall healthcare spend in Indiana.
- Evolved direct-to-employer offering from pilot to formal product, pruning unfavorable contracts, instituting standardized pricing proformas, and creating a go-to-market strategy – leading to a 415% growth in profitability.
- Partnered with national Optum growth and strategy leadership to scale direct-to-employer offering centered on creating value for employers by removing an intermediary, aligning incentives, creating transparency, and improving patient outcomes.
- Executive-lead for an Electronic Health Record (EHR) system implementation, responsible for partnering with development consultants and internal experts to drive best practices across providers.
- Responsible for shared service functions including communications, patient experience, project management organization, and marketing.
Director of Underwriting Innovation and Capital Management
UnitedHealthcare
02.2020 - 06.2021
- Led a $28 million comprehensive technology and process transformation of UnitedHealthcare’s 200 employee commercial underwriting organization, which achieved a $245 million five-year benefit.
- This transformation program included a state-of-the-art platform deployment, injection of machine learning capabilities into core process, and the automation of non-value-added tasks.
- New technology and processes were deployed on-time, on-budget, and with 0 impact on voluntary employee turnover.
- Built and presented quarterly progress reviews with UHC’s senior executive team and capital committee and managed a formal capital request and benefit realization review with capital finance team and CFO bi-annually.
- Managed cross-functional team consisting of five distinct business units, internal vendors, external vendors, state compliance and audit partners, and 23 dedicated employees.
- Served as escalation path for priority issues and risk mitigation, working with internal partners to understand and resolve issues or presenting risks and decisions needed to senior management.
Director of Transformation
UnitedHealthcare
10.2018 - 02.2020
- Led an operating cost reduction program tasked with achieving a run-rate reduction of $3 billion across United Healthcare, Optum, and UnitedHealth Group over three years.
- In addition to overall program oversight, I led the financial analysis and execution of sustainable cost reduction within UHC's Medicaid business, Shared Services, and Commercial Underwriting.
- Led comprehensive analysis of the Medicaid business segment operating model to identify and drive execution of opportunities required to successfully achieve a $45 million in-year cost reduction target and instill lasting operating discipline.
- Drove $17M in operating cost reductions by building a data analysis of global workforce penetration rates across UHC business units, paired the information with industry benchmarks and leveraged enterprise relationships to build the trust and credibility required for senior leaders to be comfortable moving work to global resources.
- Served as OptumBI evangelist responsible for validating product-market fit, constructing a compelling value story, and effectively building interest among disparate analytics leaders and influence adoption.
- Constructed a pilot strategy to enable capture of key metrics used to project the hard and soft benefits of the OptumBI business case and to inform the proposed deployment and change management approach.
Associate Director of Transformation
UnitedHealthcare
12.2017 - 10.2018
- Led enterprise program tasked with transforming UnitedHealthcare’s call operations into a customer-centric issue resolution capability, able to resolve any member issue within 48 hours
- Oversaw cross-organizational program that reduced UnitedHealthcare’s average issue resolution turnaround time by 45% across commercial and government health plans
- Facilitated onsite session with operations leaders to create journey maps which captured the member experience and translated the current and desired experience into operational metrics
- Presented program progress, risks, and required decisions to UnitedHealthcare Operations C-suite on a monthly cadence and provided written executive briefings on a weekly cadence
- Managed critical relationships between shared service functions and major business segments to align incentives and remove substantial friction from interdependent operations
- Led taskforce responsible for evaluating existing enterprise case management technology, translating critical gaps into requirements, evaluating vendors, and presenting recommendation to leadership
Associate Director of Enterprise Performance
UnitedHealth Group
12.2016 - 12.2017
- Led change management and business process redesign programs assigned by Optum’s Chief Operating Officer based on client feedback, enterprise risk, cross-functional complexity, and gaps in accountability
- Led program sponsored by UnitedHealth Group’s Chief Medical Officer tasked with enhancing client-facing reporting of 'catastrophic' cases, specifically focused on cost prediction and intervention results
- Identified lack of process ownership among fragmented stakeholders as major driver of poor client reporting and aligned incentives of internal reporting and client management teams to promote collaboration and end to end execution
- Conducted comprehensive trend analysis of 'catastrophic' medical claimants, who account for approximately 35% of private healthcare spend, and developed strategy proposals for two major drivers lacking business owners
- Served as a UnitedHealth Group culture ambassador and as UnitedHealth Group’s Employee Engagement Captain for the American Heart Association’s annual Heart Walk
Enterprise Performance Consultant
UnitedHealth Group
06.2012 - 12.2016
- Drove sustainable cost and quality improvement projects in support of larger enterprise priorities, with an emphasis on speed to value
- Project managed construction of strategic command center tasked with achieving four-star ratings from the Centers for Medicare & Medicaid Services in 70% of Medicare Advantage plans in five years - a goal achieved two years early
- Engaged business segment leadership to outline the risk and sub-optimization in the existing STARS data landscape and to present the business case for consolidation and enrichments
- Constructed five Tableau dashboards used by over 200 employees to create end-to-end visibility of STARS measure performance and provide actionable analysis to both leadership and frontline staff
- Led cross-functional team consisting of product, market leadership, actuarial, and legal to build urgent care coupon program which decreased unnecessary emergency department utilization in test market by 7%
- Supported senior leadership in courting and evaluating a third-party benefits provider for a strategic partnership including the facilitation of a three-day onsite session and coordinating several process improvement projects
Education
Bachelor of Science - Supply Chain & Operations; Strategic Marketing
University of Minnesota, Carlson School of Management
Minneapolis, Minnesota05.2012
Skills
- Provider group leadership
- Healthcare payer leadership
- Business development
- Healthcare contract negotiation
- Business performance management
- Financial and operations transformation
- Stakeholder relationship development
- Strategic road mapping
Timeline
Senior Vice President of Growth and Strategy
Emcara Health
11.2023 - Current
Chief Strategy Officer
American Health Network – Optum
06.2021 - 11.2023
Director of Underwriting Innovation and Capital Management
UnitedHealthcare
02.2020 - 06.2021
Director of Transformation
UnitedHealthcare
10.2018 - 02.2020
Associate Director of Transformation
UnitedHealthcare
12.2017 - 10.2018
Associate Director of Enterprise Performance
UnitedHealth Group
12.2016 - 12.2017
Enterprise Performance Consultant
UnitedHealth Group
06.2012 - 12.2016
Bachelor of Science - Supply Chain & Operations; Strategic Marketing
University of Minnesota, Carlson School of Management
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