Sandy Mayfield

Oversight of allactivities for the IAF from the ideation stage through to completion

• Attend all Board meetings and advocate and provide the status of programs
• Oversee seven working committees
• Work directly with IAF Steering Committee along with the Leadership team of the Steering Committee
• Report the financials for the IAF and events strategies to the Board
• Collaborate with all teams to develop a cohesive plan and communicate it outwardly so there is clarity and total 'buy-in.' Provide communication, guidance, and mentorship.

• Plan and develop all projects for the IAF from the ideation stage through to completion
• Provide administrative support on all project calls
• Prepare and oversee the development and outcome of all White Papers
• Prepare and work with a marketing firm to develop all webinars for working committees
• Oversee the projects of all of the IAF’s Working Committees
• Assist in the absence of the Director of the IAF for all issues
• Training new members in the software utilized by Secure Technology Alliance (STA), which is Causeway
• Collaborate with Executive and Senior Leaders that make up the IAF Steering Committee on upcoming projects
• Provide assistance and direction on the writing of Charters and Sows for all projects.

• Built new software features in Salesforce to support new processes from requirements to QA to deployment to production
• Designed and built Tableau dashboards to support business partners and Senior Leadership
• Recruited and developed a team that achieved 30% more productivity YoY
• Designed and built training processes for Optum’s International Team
• Provided weekly, monthly, quarterly, and annual reports for over 20+ C-level personnel for data-based business decisions
• Responsible for Exception Management data integrity
• Maintained Tableau dashboard and iterated on metrics to ensure business value
• Built and maintained collaborative relationships across the UHC umbrella to partners in 4 subsidiaries, dozens of teams in a highly matrixed environment
• Oversight and management of Exception Management Staff
• Provided direction and guidance for hiring training, development, and performance expectations
• Reviewed, created, and maintained workflows to ensure they are up to date and operationally efficient for business partners on the identification of gaps/opportunities within a given process
• Reviewed and assigned projects/initiatives based on resource capacity, capability, and expertise.

• Trained sales and product teams in the exception process
• Led a team that oversees exceptions for over ~300 products
• Overseen the TAT and SLAs for exceptions team and product teams
• Prepared monthly metrics and bullets for executive summary
• Kept tableau dashboard updated and verified that the metrics provided are reliable and understandable
• Maintained a collaborative working relationship with the UHC BAR team (UHC exception staff)
• Monitored, via Accelerate, the addition of products to verify the adherence to the exception process
• Guided new product teams on the exception process and kept current users aware of any changes to the operation or procedure
• Conducted year-end evaluation of exceptions with product teams to see if any adjustments need to be made concerning enhancements to their product
• Conducted Closed Loop process for top clients to verify and solidify that the exception process completed did not result in any issues being submitted
• Handled the appeal process for any client that is requesting a 'review' of the outcome of a given exception.

• Assisted with the introduction and construction of the QA Incentive Quality Assurance team
• Initiated controls for the top client for incentives to be measured and controlled for client satisfaction
• Provided all training to new hires on the processes (controls) that were developed for this team
• Promoted into a management role to ensure that crucial client needs were addressed and processes were in place to ensure the long-term success of objectives
• Managed and monitored the QA team of 22 to deliver solutions for primary clients, including weekly updates and progress reports to achieve timely stakeholder management
• Delivered Executive Presentation to senior leadership teams at Optum and Customer Service Managers
• Managed all day-to-day activities of the QA team, not limited to the below
• Reported metrics for end-of-month report out to leadership
• Managed PTO and workload balancing
• Conducted weekly staff meetings.

• Built QA team and function by hiring successful people and ensuring that processes and systems were in place to maximize the collaborative potential to ensure stakeholder deliverables were achieved in a timely fashion
• Trained QA team on the process, systems, and procedures to drive seamless response to client needs and consistency of service quality across multiple regions and departments
• Completed successful implementation of a critical system to automate client needs and ensure data accuracy throughout the process chain.

• Managed month-end required financial reporting to Finance on PMO project streams to ensure budget targets and timelines
• Coordinated all vendor relationships for twelve simultaneous projects for the PMO, ensuring adequate resources for project timelines and critical stakeholder deliverables
• Responsible for optimizing external and internal resources through on-boarding and off-boarding of all required resources
• Managed resources for the PMO staff to ensure collaborative efforts across the department and staffing levels to meet project timelines and ensure stakeholder satisfaction
• Researching and conducting data to prepare documents for review and presentation by boards of directors, committees, and executives
• Helping prepare for meetings
• Greeting visitors and deciding if they should be able to meet with executives
• Using various software, including word processing, spreadsheets, databases, and presentation software
• Making travel arrangements for executives (domestic and international)
• Performing office duties that include ordering supplies and managing a records database
• Provide general administrative support.