Sharon Carlson

Leading implementations and new products and procedures to mitigate risks that deliver organizational readiness for critical National / Key Account client relationships and impacting the healthcare experience of millions of members

• Readiness leadership for customer service migration of 200 agents through an end-to-end system expansion across three distinct member service functions: 1)inbound call delivery, 2) live chat, and 3) new CRM deployment
• Product Owner of ECHO (Endpoint Computer Health Operations) which is a technical capability to actively validate employee computer performance, particularly through heavy peak season call volumes and resulting in a 90% YOY reduction in computers over reboot threshold, 48% YOY reduction in computers issues requiring technical support tickets, 18% YOY reduction in computers with poor wi-fi signal strength, all driving improvement to member service call handle time, reducing frustrations of employees and negative member impact from dropped calls as shown through improved
• Delivered weekly peak season executive reporting on prioritized strategic initiatives surrounding readiness which covers all aspects of organizational risk and mitigation strategies.

• Market engagement with health plan CEOs to analyze Part C and D STARs ratings impact, initiate remediation projects, and develop solutions which improved member experience for Medicare / Medicaid beneficiaries
• Analysis of STARs performance from Complaints to Medicare, developed custom automated data visualization tool to improve data accuracy and speed to delivery which enabled repurpose of 1 FTE and capacity to single-handedly serve all 16 Medicare plan markets and keep 91.2% in 4+ STAR plans
• Mentored Culture Ambassador, Diversity & Inclusion, and Learning & Development teams which produced a year's worth of content to deliver development and inclusion goals for the team of sixty employees.

• DMAIC project leadership with high customer and $250K fiscal impact across pre-clinical research / surgical environment
• Trained 200 employees and mentored 9 Green Belts in DMAIC/continuous improvement efforts to reduce costs and implement systematic problem solving, collectively saved over $100K annually
• Collaboratively wrote and edited 235 SOPs within regulatory requirements ensuring compliance with FDA, USDA, IACUC, and GLP regulations, including ISO 13485, 21 CFR Part 11.

• Leadership to achieve compliance with organizational policies, supplying clarified organizational or regulatory intent and recommending necessary changes
• Created and delivered organizational development and training strategies to produce impactful results in employee growth of 700 employees
• Developed full-cycle, organization-wide recruiting strategy and end-to-end applicant tracking system for improved sourcing, screening, and selection processes.