Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Starla Hyde

Broken Arrow,OK

Summary

Results driven business operations leader with 18+ years of management experience that includes developing successful, recognized teams, coaching leaders on individual and team performance. Recognized for honest and direct communication, strategic organizational analysis, leveraging strengths and guiding transformations that drive revenue growth through performance management.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Director, Health Plan Operations

CVS Health
01.2023 - Current
  • Oversees the overall management of benefit operations through responsibility and accountability in the distribution of the plan administration, requirements, configuration, clinical and quality. Successful outcome management of Medicare, Medicaid and Exchange plans spanning across 16+ states impacting 4.1+M members. Successful management of 4.6B revenue through driving predictable high quality outcomes aligned to client expectations.
  • Successfully drove the daily operations through accountability & strong quality results while contributing to various projects such as creation/ rollout of operations model, OKR's strategy/deployment, coaching/feedback sessions by writing scripts for video vignettes, and recreation of KPI monitoring/performance tools.
  • Collaborated with senior management and fellow leaders to organize & deploy OKR operations strategy across various business units to drive process adherence & increase performance results.
  • Drove service planning for Molina operations model by creating process improvement strategy to drive improve service and overall quality.
  • Led change and performance management transformation through identifying performance challenges, using data driven insights to develop targeted improvement plans.

Director of Central Operations

CVS Coram Infusion Services
10.2021 - 01.2023
  • Oversees the overall management of Central Operations across 71 pharmacies in designated areas
    including financial management, quality assurance
    electronic records, and pharmacy optimization and standardization.
  • Documented processes and drafted SOPs to comply with regulations and company policies to drive standardization and increased quality patient care throughout Coram Pharmacies.
  • Evaluated performance, and created scorecards at varying employee levels to drive increase productivity and operational results.
  • Created and directed pharmacy process flow (end-to end) for newly deployed EPIC system and informed management of challenges, as well as suggested resolutions.
  • Successful oversight 200+ million in P&L management.

Director of Enteral Operations

CVS Coram Infusion Services
04.2020 - 10.2021
  • Oversaw management of Enteral operations spanning across US in designated areas of admissions, quality assurance, compliance, patient care management, financial management and management of 450+ employees.
  • Led change and transformation across Enteral business areas to deliver benefits and align company resources as demonstrated with increase in employee productivity from 34% to 90%, increase in quality assurance from 34% to 96%, decrease in overall suspend from 5.71 million to 2.64 million and increase in employee engagement from 72% to 86%.
  • Assessed performance management structures and created & deployed scorecards at every level to drive increased productivity & operational results.
  • Modernized and improved operational procedures to increase productivity through deployment online refill model, revamping of admissions process, implementation of high risk team for top 25 no-retro payers, and elimination of suspended backlog.
  • Successful oversight 174+ million in P&L management.

Regional Ops Director

Davita Inc.
07.2013 - 04.2020
  • Oversaw overall management of 22+ facilities in designated areas including financial management, risk management, quality assurance compliance, patient care management, and teammate management across Oklahoma & Arkansas.
  • Provided leadership and strategic direction for 18 senior managers/managers with 400+ employees by establishing consistency in clinical processes, teammate management and operation excellence.
  • Realigned retention efforts around selection, on-boarding, training, and leadership support to ensure increase teammate engagement and retention. This resulted in new teammate retention improving from 31% to 81% and employee engagement from 79% to 84% in highly competitive market.
  • Rebuilt doc relationships with disengaged physician group resulting in increased communication and overall support. This led to increased results in areas such as patient education, clinical results, and growth of home programs from 11% (2017 NAG) to 32.53% (2018 NAG) and 12.24% (2019 NAG).
  • Successful oversight 25+ million in P&L management.

Senior Talent Development & Leadership VP

BOK Financial
01.2013 - 07.2013
  • Collaborated with senior leadership and line of business leaders, to support definition and implementation of high quality Talent Management and Organization Development solutions that substantially enhance organizational, people capabilities, and drive achievement of business goals and strategic objectives
  • Developed & deployed engagement strategy to address engagement gap & increase
  • Created & deployed coaching & leadership development programs for front lines managers up to senior level executives
  • Provided leadership and management for all deployment of coaching & leadership program project phases; developed detailed project plans, budgets and schedules, and risk assessment; coordinated internal and external resources and managed personnel, time and materials required for successful and timely implementation

Director Of Operations & Performance Coaching

Apollo Group
01.2009 - 07.2012
  • Developed and managed senior leadership organizational development program for 98 directors with spans of control of 2000 direct reports across 25 national locations within Central territory.
  • Conducted needs assessment to determine performance strengths and deficiencies within leadership. Provided honest feedback, recommendations and coaching support that led to enhancement of leadership effectiveness and increased completion of business objectives.
  • Increased performance results within territory by collaboratively designed coaching plans, oversaw execution of plans, and provided timely progress reports and business summaries for clients, manager and executive leadership.

Director Of Student Services & Operations

University Of Phoenix Inc.
2008 - 2009
  • Oversaw all student services and operational activities within department that included 2 campuses, 14 direct reports and 1200 online and local campus students.
  • Instrumental in turning low performing department to performing department, which resulted in increase in campus revenue and overall profitability.
  • Reinvented student service department as demonstrated in increased student retention by 9% in year’s time.
  • 1 Out of 200 directors received Award of Excellence in 2009 at National Directors Conference for performance results in retention and operational excellence.

Enrollment Sales Manager

University Of Phoenix Inc.
2006 - 2008
  • Managed all aspects of enrollment program with responsibility for speaking to University programs to diverse student population in highly competitive academic market.
  • Strategically directed all elements of business development and sales functions for team of enrollment counselors; Steered all activities that led team to contribute to University’s unparalleled levels of growth within educational industry.
  • Ensured consistent achievement of established goals in terms of enrollment and budget adherence by 130%.

Student Services/Ops Manager

University Of Phoenix Inc.
2005 - 2008
  • Managed all aspects of student services program to ensure staff meets division goals and objectives.
  • Provided leadership and direction to up to 24 academic counselors in execution of daily roles and responsibilities and fostered team-based environment where staff works cooperatively to achieve goals.
  • Ensured consistent achievement of established goals in terms of student attendance and program completion for 3000 students.

Education

Master of Arts - Management

University Of Phoenix
Phoenix, AZ
2006

Bachelor of Arts - Organizational Management, Management

Oral Roberts University
Tulsa, OK
05.2002

Skills

  • 15 years of Multiple Site Operation Management
  • P&L Management
  • Consulting/Business Analysis
  • Strategic Planning
  • Sales & Marketing
  • Program Optimization /Process Improvement
  • Cost Reduction
  • Finance and Accounting Oversight
  • Change and Growth Management
  • Leadership and People Development
  • Home Healthcare
  • Facility Management
  • Clinical Quality Program Standards & Nursing Management
  • Medicare Compliance

Accomplishments


  • Successfully led Coram patient transition project and transitioned 7.7K patients to outside providers achieved this through collaboration with payors, infusion providers, competitors, and managed care team.
  • Rebuild the entire Enteral business unit virtually through standardization, KPI creation/deployment, and coaching/accountability.
  • Built one of the largest home dialysis programs from ground up & was scaled as home dialysis model across DaVita.
  • Created & deployed Apex Labor Boot camp across 8 states (2016) resulting in 1+ million in savings.
  • Created & deployed Southern Diamond Building our Bench Leadership program (2019-2020).
  • DaVita Leadership Instructor (DSSL: 2014-2019)
  • Award of Excellence- Apollo Group- Director Leadership Excellence out of 200+ directors / 2010, 2011.
  • Top Performing Team- University of Phoenix -Exceeding fiscal year goals / 2006, 2007, 2008, 2009.

Certification

Situational Leadership II

Crucial Confrontations

Emotional Intelligence

Performance Feedback

Lominger Leadership Architect

Self-Coaching 101

Timeline

Director, Health Plan Operations

CVS Health
01.2023 - Current

Director of Central Operations

CVS Coram Infusion Services
10.2021 - 01.2023

Director of Enteral Operations

CVS Coram Infusion Services
04.2020 - 10.2021

Regional Ops Director

Davita Inc.
07.2013 - 04.2020

Senior Talent Development & Leadership VP

BOK Financial
01.2013 - 07.2013

Director Of Operations & Performance Coaching

Apollo Group
01.2009 - 07.2012

Director Of Student Services & Operations

University Of Phoenix Inc.
2008 - 2009

Enrollment Sales Manager

University Of Phoenix Inc.
2006 - 2008

Student Services/Ops Manager

University Of Phoenix Inc.
2005 - 2008

Master of Arts - Management

University Of Phoenix

Bachelor of Arts - Organizational Management, Management

Oral Roberts University

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Starla Hyde