Patrice Devoe

Led the design of an innovative programmatic department in Operations. Successfully delivered operations integration programs, strategic initiatives, and high-complexity projects focused on transformation and change.

• Headed Operations cyber recovery and business continuity response, defining and executing a comprehensive plan to restore operations services while establishing goverance
• Orchestrated optimization of Provider Services Center through vendor consolidation, implementation of a consistent servicing model, and cost transformation resulting in 5 year $17M ROI
• In Partnership with Procurement and Legal, modernized strategic BPO vendor contract that enables “best in class” governance, simplified contract structure, provides flexibility to accommodate business needs, and optimized cost structure resulting in 8% cost savings
• Oversee Operations project and program portfolio of 8 complex Programs and 84 projects/initiatives focused on operational readiness for integration, optimization, new product implementation, annual enrollment, and business initiatives enabling growth, improved performance, and achievement of company goals.

Member of the Senior Leadership team responsible for the optimal operation of the claims, member and provider services, enrollment and billing, plan and benefit configuration, provider reimbursement, appeals and grievances, provider account management for Commercial and Government Programs/Products.

• Organized and executed strategic plans, that enabled operations to achieve operational effectiveness, advance digital capabilities, drive innovation and back-office automation, improve customer satisfaction resulting in 5% operating efficiency
• Established strategic sourcing partner for outsourcing provider services, cost transformation, and enabling flexible and scalable workforce resulting in $4m run-rate savings
• Oversight of broad operational capabilities, 1000+ colleagues, $80million annual budget and attainment of key metrics for all departments, including internal and external standards and quality metrics
• Led multi-year implementation of Operations readiness on modern core administration platform enabling flexible product configuration quickly, streamlining claims processing, gaining efficiencies, and producing high quality claims and enrollment scores
• Established Operations UP!, an innovative advancement Program focused on guiding our multi-cultural colleagues through group facilitated mentoring to discover their voice and bring their authentic selves to work. With a success rate of 95%, the program significantly enhanced career progression

Responsible for leading both the business and IT remediation efforts of ICD-10 for all business processes, configuration components, systems and vendor applications

• Constructed top-performing, dynamic, professional team consisting of Clinical, Operations, IT and Project Managers to implement multi-year, multi-million dollar regulatory Program
• Delivered to Senior Executives and Board membership rationale for full remediation solution, Program status, risk management and operational impacts
• Cultivated relationships with internal teams, vendors, and clients

Played a dual leadership role that included leading large key project implementations and directing a large 24x7 IT Operations

• Achieved 100% service levels and operational metrics, implemented several cost savings initiatives reducing the budget by 10%, and oversaw a project portfolio of 30+ initiatives annually
• Implemented cost-saving initiatives including restructuring Infrastructure Services group to maximize efficiencies and executed innovation such as storage consolidation and server virtualization
• Spearheaded a two-year commercial pricing system initiative providing cutting-edge pricing capabilities for 25,000 providers; resulting in automating of more than 90% of provider contracts while generating annual payments of $2 billion
• Program directed large-complex migration of several healthcare core administrative applications from legacy based environment to Unix n-tier platform
• Oversaw the annual IS budget and forecasting, streamlined the planning and managed multi-million IT budget

Directed and motivated a dynamic team consisting of project managers, business analysts, IT staff and business to successfully implement several large-complex technology projects that enhanced our EDI and eBusiness capabilities

• Led migration of suppliers to electronic submission achieving 90% EDI rate and $1.2M savings
• Developed in conjunction with senior leadership a 3-year eBusiness Strategy and led the implementation of web channels for suppliers, members, and brokers