Nadine Hauf
Allen,TX
Summary
Conscientious and well-organized executive professional with a strong track record of initiative and responsibility. Demonstrated excellence in interpersonal skills, facilitating effective communication with senior C-suite executives and clients. Driven executive leader with a strong operational skillset.
Overview
30
30
years of professional experience
Work History
Vice President, Premier and Health Hub Operations
UnitedHealthcare
08.2017 - Current
- Nadine Hauf leads a dedicated and personalized integrated concierge experience focused on highly visible national account clients supporting deliberate trend management and consumer satisfaction
- This includes the growth of 21 concierge Premier clients in the Richardson, Buffalo, and Atlanta UHC sites with over 1.4M members
- Through her leadership, she provides oversight of cross-functional enterprise-wide teams with clinical and advocacy matrixed relationships valuing over $300M in annual revenue
- Responsible for the integration and oversight of intersegment collaboration across all functional areas impacting Premier clients, including Optum Personal Health Support (PHS), Optum Behavioral Health, Optum Rx, and third-party vendor involvement
- Accountable for annual performance claims trend guarantees valuing over $41M resulting in an annual medical trend reduction between 3-4%
- Demonstrated member satisfaction trend improvement of 48% in the first year of the Premier program existence with current member NPS (Net Promoter Score) rating of 77 at the Premier book of business level (highest of all advocacy models)
- Performs as the lead for the Premier program with the National Account sales teams for all new and existing client finalist meetings demonstrating the rigor and operational results of the Premier program with over 46 client and AMT visits in year one of the program
- Responsible for a team of six (6) Lead Operations Directors (LODs) who oversee the integrated Premier call center and clinical operations experience at the client level, including interfacing with client benefits and account management teams regularly, with overall accountability to interface with workforce management, coordination, and leadership of call, clinical, and behavioral health top talent dedicated to supporting Premier clients and their culture
- Responsible for establishing the structure of the Premier quality program including: Monthly Site Control Point meetings to review client KPIs and performance related metrics, Quarterly Oversight Committee (QOC) designed to identify program level workstream improvements and efficiencies, Premier Quarterly Business Review (QBR) at the site and program level, and Quarterly Joint Operating Committee (JOC) designed to identify and improve performance trends, improve overall quality output for systemic operational issues and solutioning
- UHC co-lead for relationship with WBL (Women’s Business Leaders) connecting and convening senior executive women across the health care industry creating meaningful cross-sector relationships, expanding their presence for board and C-level roles, harnessing their collective power to improve the industry
- Analyzes and interprets client data and reports, health assessment data, and other relevant population statistics to make recommendations for client strategy, programmatic interventions, benefit design, to communicate the performance of clinical and other client programs
- Partners with client account teams to disseminate new solutions and best practices from across the enterprise, using a sound working knowledge of multiple functions (e.g
- Clinical, network, member incentive structures, provider strategies, fraud/abuse, contractual issues)
Vice President, Specialty Programs - Medicaid
UnitedHealthcare/OptumHealth
05.2016 - 08.2017
- Overall operational responsibility of specialty programs in the Medicaid channel driving annual revenue greater than $125M
- Provided operational oversight to the United Healthcare Medicaid specialty programs which included maternity, Behavioral case management, Behavioral Peer program, DSNP, Health Coaching, Diabetes Health Navigator, and Whole Person Care National team
- Partnered with Product team on the development and oversight of new specialty programs, including Foster Care, Intellectual Developmental Disabilities, and potential growth into long term care
- Ensuring operational performance was met to along with affordability targets driving program value
Executive Director of Operations
UnitedHealthcare/OptumHealth
04.2010 - 05.2016
- Key decision maker responsible for custom National Account clients in the Richardson OptumHealth site totaling 1.1M members
- Accounts with high visibility including AT&T, Walgreens, Texas Health Resources, JCPenny, Shell Oil, American Airlines, Apple, and CVS/CareMark
- Managed a diverse clinical operational model including a large staff that delivers a variety of integrated health care capabilities and solutions for large employers
- Daily focus of ensuring the integrated clinical team is engaging the right consumers, improving outcomes, and adding value, reducing and managing healthcare costs, leading quality improvement initiatives, attracting and retaining a talented clinical team and driving efficiency and effectiveness in the clinical delivery model
- Significant customer and consultant focus while collaborating closely with the Strategic Account Executive and Medical Director supporting the custom account clients
Executive Director/COO
Aetna Health Inc. (Texas)
01.2006 - 01.2010
- Successfully negotiated and operationalized Medicaid and CHIP risk contracts with the Texas HHSC (Health and Human Service Commission)
- Negotiated 5-year agreement responsible for providing TPA services for the administration of Medicaid and CHIP programs valuing $22M annual revenue
- Key player with the due diligence process in the $565M acquisition of a leading HMO (Schaller Anderson) specializing in Medicaid and CHIP programs
- Established the Medicaid and CHIP programs for Aetna’s TPA client in the Dallas Service Area growing the membership from 600 members to nearly 140,000 members
- Led and trained staff on the scope of the product for implementation within a month including regularly attend state meetings to utilize regulatory resources regarding the CHIP and Medicaid products and continually educate peers and staff of updates provided by legislative changes
- Facilitated over seven major state and customer related audits including providing reference material associated with audit tools, conducting opening conferences, and preparing management staff and personnel on audit procedures
- Managed the development and production of utilization and financial reports for Executive Reporting, as well as state required deliverables
- Responsible for compliance of staff performance and deliverables
CHIP and Medicaid Product Manager, Compliance Manager
Aetna Health Inc. (Texas)
01.1999 - 01.2006
- Responsible for training staff on fraud and abuse program, as well has continuously attending training conferences with state agencies responsible for fraud and abuse
- Developed the newborn “proxy ID” process to expedite claims payment, as well as facilitated patient management of newborns requiring care
- Project lead for a prenatal and postpartum focus group related to barrier analysis in the research of over 2,500 Medicaid members in obstacles to receiving care
- Project lead for the development and implementation of the adverse determination process in the including involving clinical staff, Medical Directors, and developing protocol and policies in creating correspondence for providers and members
- Created an on-line policy and procedure database for staff electronic access to all department policies and procedures
Medicaid Systems Coordinator
PCA/Humana Health Plans
01.1997 - 01.1999
- Coordinator for the planning, development, analysis, and implementation of management information systems (MIS) for the Medicaid product with the Texas Department of Health
- Served as primary contact and communication liaison between the Texas Department of Health and health plan staff in MIS-related Medicaid issues
- Coordinated the day-to-day administration of MIS operations for the Medicaid program providing support, assistance and consultation to market, regional and corporate associates with Medicaid questions, issues and projects
- Assisted corporate programming staff in defining and understanding the contractual, administrative, and operational MIS requirements for the Medicaid managed care contract and program
- Identified, monitored and reported on the progress of MIS enhancements providing regular status updates to Medicaid management staff related to MIS operational issues
Data Analyst
PCA Health Plans of Texas
01.1996 - 01.1997
- As a leader of the MIS team for a large managed care organization, headed the task of accessing current Medicaid provider information from the mainframe, downloading as files, and designing updated reports to be distributed company wide along with accessing the TexMedNet BBS (bulletin board system) for electronic communication with the State
- Responsible for uploading member eligibility information in ASCII text format to the mainframe and designing and producing queries for data input
- Participated in writing the MIS section of the Harris County RFA for Medicaid acquisition in Houston
- Ran programs dealing with the STAR Medicaid program, including PCP changes, UB92 and HCFA encounter information to be sent to the State and designed monthly Medicaid member per provider counts for all regions in Texas
Data Analyst
Physician Reliance Network
01.1995 - 01.1996
- A member of the MIS team for a major organization that provides business services to oncologists nationwide
- Created reports and designed databases to improve their ability to more accurately diagnose and deliver services to patients
- Designed reports on request for a multitude of subjects for senior management and member physicians using information in graphical output from the data warehouse and SQL server
- Created databases using information from industry standards such as MDR, RBRVS (Medicare), and HCPCS data to allow the end users to store, retrieve and calculate fees more accurately
- Performed managed care fee analysis using Medicare and other provider fee schedules
- Designed reports to enable end users’ independent access to updated information enabling direct interface with physicians
Education
BA - Economics (Minor Business Administration)
University of Texas
Austin, Texas05.1994
Skills
- Training and mentoring
- Presentations
- Customer and employee rapport
- Performance metrics analysis
- Cross-functional team leadership
- Business growth and marketing strategies
- Performance monitoring and evaluation
- Operational leadership and management
Affiliations
- Women Business Leaders of the U.S. Healthcare Industry (WBL)
- CHIEF – Network of women executive leaders
Awards
United HealthCare 'Living Our Values' Award, 10/01/15, Enterprise-wide honor designed to recognize and reward the most exceptional examples of bringing our core values to life.
Accomplishments
- Collaborated with functional leaders across the organization in the development and enhancement of the Premier programs.
- Achieved reduction of medical trend to 3-4% of industry and improved member satisfaction by 47% in one year.
- Grew Premier client base by 95% in 6 years
Timeline
Vice President, Premier and Health Hub Operations
UnitedHealthcare
08.2017 - Current
Vice President, Specialty Programs - Medicaid
UnitedHealthcare/OptumHealth
05.2016 - 08.2017
Executive Director of Operations
UnitedHealthcare/OptumHealth
04.2010 - 05.2016
Executive Director/COO
Aetna Health Inc. (Texas)
01.2006 - 01.2010
CHIP and Medicaid Product Manager, Compliance Manager
Aetna Health Inc. (Texas)
01.1999 - 01.2006
Medicaid Systems Coordinator
PCA/Humana Health Plans
01.1997 - 01.1999
Data Analyst
PCA Health Plans of Texas
01.1996 - 01.1997
Data Analyst
Physician Reliance Network
01.1995 - 01.1996
BA - Economics (Minor Business Administration)
University of Texas
Similar Profiles
Mollie HigginsMollie Higgins
Director Business Enablement at UnitedHealthcareDirector Business Enablement at UnitedHealthcare
Cari BoweCari Bowe
Senior Project Manager II at UnitedHealthcareSenior Project Manager II at UnitedHealthcare
Afton PingerAfton Pinger
Executive Administration Assistant at UnitedHealthcareExecutive Administration Assistant at UnitedHealthcare