Michelle Nguyen
Krum,TX
Summary
Strategic and results driven operational leader with over 29 years of experience in the U.S. and international healthcare insurance industry. Proven track record of leading medium to large scale operations, driving enterprise transformation, and delivering exceptional client and customer experiences. Adept at aligning operational strategy with business objectives to improve efficiency, compliance, and service delivery across diverse functions, including client management, benefit installation, onboarding, contracts, eligibility, premium, billing, and regulatory adherence.
Recognized for building and mentoring high-performing, cross-functional teams, and cultivating a culture of accountability, innovation, and continuous improvement. Demonstrated success in leading through complexity and change, optimizing resource management, and executing high-impact initiatives. Trusted leader who brings clarity, collaboration, and strategic foresight to every challenge.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Operations Manager - CS&O
Cigna Global Health Benefits
Krum, Texas
07.2020 - Current
- Lead strategic direction and delivery for client service operations for North America, overseeing benefit installation, contracts & legislation, eligibility, premium & billing.
- Team leadership: manage 4 remote enterprise operations teams with 5 direct reports and 130+ team members across the globe, ensuring high – quality outcomes and adherence to turn around targets Location strategy: develop and build team at Cigna locations outside of United States
- Operational excellence: Drive continuous improvement through quality programs, automation, initiatives, and process optimization -achieving OPEX savings, increasing quality, reducing rework and cycle times.
- Cross-Functional Collaboration: serve as a key partner to sales, account management, product, legal, compliance, and PMO to align operations with business goals across geographies and organizations.
Director, Client Service Operations - National Accounts, West Region
Cigna
Las Vegas, USA
01.2016 - 07.2020
- Oversaw daily operations for a team of 8+ National Client Service Executives.
- Led service-focused team to enhance client relationships and develop tailored service strategies.
- Monitored client health metrics, including NPS results, to drive satisfaction and financial stability.
- Managed team travel expenses and evaluated financial impacts on clients and customers.
- Facilitated collaboration between Cigna subject matter experts to implement comprehensive service strategies.
- Partnered with onboarding and service teams to resolve escalated client issues through thorough analysis.
- Provided Vice President with updates on team deliverables, client escalations, and process improvements.
- Coached staff on performance metrics while fostering professional development and accountability.
- Enhanced customer satisfaction through the development of service improvement initiatives.
Project Manager -National Accounts/Sales & Client Management
Cigna
Glendale, USA
01.2015 - 01.2016
- Served as liaison between Cigna and largest national client to facilitate timely project delivery.
- Developed and managed complex projects, including clinical wellness program implementation and enhancements.
- Created and oversaw wellness activity challenges to promote participant engagement.
- Led special pilot projects with start-ups, including Book MD, Omada, and Livongo, focusing on digital enhancements.
- Managed network enhancements and oversight to improve service delivery.
- Oversaw performance guarantees related to administrative, behavioral, clinical, and case management.
- Coordinated meeting management to ensure alignment on project objectives.
Director, Operational Effectiveness - Sales/Client Management
Cigna Global Health Benefits
Glendale, California
01.2012 - 01.2015
- Implemented projects enhancing client and producer relationships across Cigna Global and Cigna Enterprise.
- Developed business plan for client management support team, securing funding and hiring 13 employees to assist 50 North America-based client managers.
- Served as Subject Matter Expert in PPACA, Global Compliance, DE Mandate Requirements, and Middle East compliance initiatives.
- Redesigned Intranet for policies, procedures, and resource materials for internal and external stakeholders.
- Executed new global process changes addressing business development needs including pharmacy vendor migration.
- Managed Annual Global Client and Producer Net Promoter Score Survey to assess satisfaction.
Director, Client Management - West Region and Canada
Cigna Global Health Benefits
Glendale, California
01.2008 - 01.2012
- Managed and developed client management team of 22+ for the West Region United States and Canada
- Accountable for $300m book of business, with 1800 clients that range from 2 lives to 50,000 lives with all funding types (self-insured, fully insured (manually rated and experience rated; participating and non-participating). Book of business also consisted of US, offshore and other papers in licensed jurisdictions such as Europe, Middle East, and China
- Responsible for creating strategic vision through team to achieve targets in: Membership Growth/Up sell/Cross Sell- 95% of goal met
- Persistency- 98% for 2011, 2012, and 2013 & Rate Action on Renewals - 2% over goal
- Improved NPS client satisfaction - 3 points over goal in 2013
- Partnered with domestic healthcare partners and HR to better understand CM partner's compensation, job objectives, roles and responsibilities
- Developed Policy and Procedure standardization to create best in class outcomes
- Net Promoter Score for clients/brokers -Implementation Task Team
Director, Network Development and Management- Northeast and Western Region
Cigna
Glendale, USA
01.2004 - 01.2008
- Oversaw management and financial negotiations across 29 states in West and Northeast Regions.
- Developed recruiting strategies to achieve profitable membership growth with matrix partners.
- Presented at finalist presentations for new and existing clients, enhancing stakeholder engagement.
- Executed performance guarantees that drove network growth for multiple clients.
- Mentored and coached team of 14 Network Managers and Contract Negotiators.
- Ensured compliance with regulatory requirements in CA, TX, and AZ while leading Green Belt project on Provider Portal adoption.
- Achieved $800k savings in Dental Care spend through successful renegotiations in 2007.
Operations Manager, Network Management (Medical)
United Healthcare (Pacificare)
Cypress, USA
01.2002 - 01.2004
- Managed operations and maintenance for 12+ medical contracts across Central and Southern California.
- Enhanced provider satisfaction through strategic relationship building at Joint Operation Committee meetings.
- Executed process improvements to reduce claims re-work and increase efficiency.
- Developed proactive strategies to transition from reactive operations.
- Oversaw education and support for DCN network in remote areas, servicing over 90 Medical Group models.
- Facilitated improved communications by bridging gaps with matrix departments.
- Collaborated with Sales, Medical Management, and Pharmacy to minimize costs and enhance profitability.
- Negotiated exclusive contracts with Medical Groups to drive membership growth.
Director, Provider Services and Operations
Presbyterian Healthcare Systems/Health Plan
Albuquerque, USA
01.2000 - 01.2002
- Managed over 30 employees across Operations, Contract Management, and Provider Call Center.
- Developed and coordinated provider focus groups, achieving a 37% increase in satisfaction scores over two years.
- Created a Provider Acceptance Panel for evaluating network providers across various product lines.
- Conducted 12 state-wide focus groups within four months to gather feedback from providers.
- Assisted with HEDIS reporting to ensure compliance and performance tracking.
- Authored standards for provider site visits and meetings to maintain consistency.
- Developed a resolution process for addressing provider issues.
Network Contracting Manager, Network Mgmt (Dental)
Cigna
- Led team of 12 in contracting and operations for dental PPOs and DHMOs across five states.
- Restructured provider call center within Network Management to enhance efficiency.
- Deployed Facets operational system, improving workflow processes.
- Launched proprietary PPO Network in Colorado while managing leased networks in eight states.
- Implemented provider satisfaction surveys for effective benchmarking and improvement initiatives.
- Facilitated semi-annual DPM meetings to review reports and explore partnership opportunities.
- Bridged gaps among enrollment, sales, and underwriting departments to boost collaboration.
- Organized focus groups to effectively capture providers' feedback.
Education
MBA - Business Management
University of Phoenix
Albuquerque, NM01.2001
Bachelor of Science - Business Management
University of Phoenix
Albuquerque, NM01.1996
Skills
- Microsoft Office Tools and Salesforce
- Operational strategy and planning
- Process improvement and optimization
- Project management and execution
- Client relationship management
- Performance monitoring and reporting
- Stakeholder engagement and management
- Team leadership and collaboration
- Cross-functional coordination
- Expense and cost reduction strategies
- Workforce planning and development
- Operational excellence initiatives
- Technology integration solutions
- KPI tracking and analysis
- Productivity enhancement techniques
- Business operations management
Certification
- California Life, Accident and Health License, #0G75638, 2011 to Present
- Six Sigma Green Belt, 2006
Groups
California Association of Dental Plans (CADP), Board of Director Member, 01/01/05 - 12/31/07
Other
- Willing To Relocate: Anywhere
- Authorized To Work: United States
Affiliations
- Change Catalyst 1st Cohort
- Cigna CEO Award x 2
Timeline
Senior Operations Manager - CS&O
Cigna Global Health Benefits
07.2020 - Current
Director, Client Service Operations - National Accounts, West Region
Cigna
01.2016 - 07.2020
Project Manager -National Accounts/Sales & Client Management
Cigna
01.2015 - 01.2016
Director, Operational Effectiveness - Sales/Client Management
Cigna Global Health Benefits
01.2012 - 01.2015
Director, Client Management - West Region and Canada
Cigna Global Health Benefits
01.2008 - 01.2012
Director, Network Development and Management- Northeast and Western Region
Cigna
01.2004 - 01.2008
Operations Manager, Network Management (Medical)
United Healthcare (Pacificare)
01.2002 - 01.2004
Director, Provider Services and Operations
Presbyterian Healthcare Systems/Health Plan
01.2000 - 01.2002
Network Contracting Manager, Network Mgmt (Dental)
Cigna
MBA - Business Management
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
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