Michele Whaling
Denver,CO
Summary
Dedicated health and human services professional with a history of meeting organization goals utilizing consistent and organized practices. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact organizational success.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Sr. Director, Product Management
MAXIMUS
08.2021 - Current
- Lead the first several successful implementations of the next generation Enrollment solution, transitioning projects from legacy solutions.
- Provided leadership and project management oversight to implementations.
- Provided subject matter expertise to Capture and Business Development colleagues to support bids that included the new product as a solution.
- Managed a team of Sr. Analysts in performing analysis, identifying business needs and developing custom implementations that supported and enhanced project needs.
Director, Product Management
MAXIMUS
12.2018 - 07.2021
- Defined the strategic product roadmap for MAXIMUS' core enrollment solutions by evaluating market opportunities, analyzing customers’ needs and studying industry trends to identify and prioritize strategic developments
- Acted as custodian of the vision on behalf of the business sponsors and be accountable for business outcomes.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build a minimally viable product.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Prioritized roadmap in order to achieve product goals and metrics.
- Managed product demonstrations and testimonials for performance evaluation.
- Coordinated project planning and execution with team members and team leads.
Director
MAXIMUS
10.2017 - 11.2018
- Served as part of the Senior Leadership team managing the Texas Enrollment Broker contract valued at $269 million, generating $60 million in annual revenue.
- Managed business process monitoring, business analysis and reporting activities for the project to improve productivity, accuracy, accountability and efficiency.
- Served as a trusted liaison with the state client in implementing program changes, improving processes and meeting contractual requirements.
- Participated in contract rebid activities, performed demonstrations for orals and reviewed proposal.
Sr. Manager, Business Analysis
MAXIMUS
12.2012 - 09.2017
- Developed and implemented three projects that expanded the scope of the current contract to include the Dual Demonstration Pilot, Provider Network Adequacy and the inclusion of EPSDT outreach functionality and reporting into MAXeb
- Implemented business process monitoring to help the project meet Key Performance Requirements
- Developed a team of high performing business analysts and successfully integrated system and operational processes to more effectively use resources and improve delivery of services
Senior Business Analyst
MAXIMUS
01.2008 - 11.2012
- Developed solutions to automate manual processes increasing efficiency and piloted an integrated call center to reduce staffing.
- Acted as a liaison among stakeholders to define project objectives and criteria for changes to business processes, policies, and information systems.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
Manager
Texas Health and Human Services Commission
01.2007 - 01.2008
- Managed the Medicaid managed care advocacy help line operations for the state after the project was transitioned from Texas HEART to the Office of the Ombudsman
Executive Director
Texas Health Education Assistance Resources and Training (Texas HEART)
01.2001 - 01.2007
- Designed, implemented and managed a statewide Medicaid managed care advocacy help line, under contract with the Texas Health and Human Services Commission.
- Wrote policies and procedures, designed data tracking system, hired and trained staff.
- Successfully managed all aspects of the organization including program services, finances, budget development, contract and subcontractor oversight.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Represented organization to statewide stakeholders by giving presentations and participating in community events.
Director of Operations
Texas Youth Commission
09.1998 - 12.2000
- Supervised and managed all operations of a 24 hour halfway house for juveniles
- Managed clinical programs, medical services, human resources, educational programs, risk management, volunteer services and budget management
- Monitored performance standards, completed program reviews and implemented program efficiencies
- Interfaced with numerous internal departments to implement program policies
- Developed systems and procedures to improve operational quality and team efficiency.
- Mentored and coached team members to foster productive and engaging work environment.
- Defined, implemented, and revised operational policies and guidelines.
Support Services Specialist
Goodwill Industries
11.1995 - 04.1996
- Provided social services in navigating available resources to older workers in support of employment goals.
- Developed and maintained relationships with community organizations and agencies.
- Monitored progress towards service plan goals.
- Facilitated communication between clients and other service providers.
Lead Case Manager
The Arc of Austin
06.1993 - 08.1995
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide community-based services to clients with development disabilities.
- Developed, implemented and monitored comprehensive case management plans to address client needs and goals.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services.
- Got promoted to Lead Case Manager within 1 year of hire.
Education
M.S in Social Work -
The University of Texas at Austin
B.S. in Social Work -
The University of Texas at Austin
Skills
- Operations Management
- Stakeholder Relations
- Policy Implementation
- Contract Management
- Verbal and Written Communication
- Issues Resolution
- Collaborative Leadership
- Team Building and Motivation
Certification
- Certified Business Process Modeling Notation (BPMN) Professional, BPMessentials, July 2016
- Project Management Professional (PMP), Project Management Institute, December 2015
Timeline
Sr. Director, Product Management
MAXIMUS
08.2021 - Current
Director, Product Management
MAXIMUS
12.2018 - 07.2021
Director
MAXIMUS
10.2017 - 11.2018
Sr. Manager, Business Analysis
MAXIMUS
12.2012 - 09.2017
Senior Business Analyst
MAXIMUS
01.2008 - 11.2012
Manager
Texas Health and Human Services Commission
01.2007 - 01.2008
Executive Director
Texas Health Education Assistance Resources and Training (Texas HEART)
01.2001 - 01.2007
Director of Operations
Texas Youth Commission
09.1998 - 12.2000
Support Services Specialist
Goodwill Industries
11.1995 - 04.1996
Lead Case Manager
The Arc of Austin
06.1993 - 08.1995
M.S in Social Work -
The University of Texas at Austin
B.S. in Social Work -
The University of Texas at Austin
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