Stephanie Eckstein
South Abington,PA
Summary
Self-directed and resourceful Chief of Staff with 21 total years of experience successfully organizing, managing and delivering cross-functional projects. Influences and guides at executive-level while structuring and executing complex analyses to support strategy in fast-paced and evolving environment. Excellent influencer and relationship builder with growth mindset and strong communications skills specializing in best in class service.
Overview
22
22
years of professional experience
Work History
National Ancillary Chief of Staff
Cigna Healthcare
01.2023 - Current
- Successfully managed vendor adherence to contractual KPI metrics
- Co-manage a team of 3 direct reports with sr. leadership responsible for program management and cost savings initiatives
- Build new and strengthen relationships with Third Party Administrators (TPA’s) and external vendors
- Prepare and present executive leadership presentations internally/externally
- Advanced experience interacting and managing IPA configurations and relationships
- Improve operations by implementing procedural changes, coordinate and facilitate training programs
- Lead initiative to implement new clinical programs delegated to vendor for Home Services
- Perform cost analysis on implementations and complete ROI assessments.
- Oversaw change management initiatives, minimizing disruption while maximizing positive outcomes during periods of transition.
National Ancillary Sr Service Manager
Cigna Healthcare
01.2016 - 01.2023
- Contact for Medicare Advantage activities for national vendor, single point of contact for QNXT, Facets systems and for Medicare STARs ratings
- Maintain relationships with IPA’s and benefits
- Handled complex escalations and priority issues for executive office and DOI complaints, ensure adhere to CMS compliance requirements, etc
- Implemented 4 new clinical and claims programs impacting both Commercial and Medicare lines of business
- Responsible for driving and/or participating in process improvement initiatives and baseline solutions
- Perform impact assessments and ensure operational readiness of programs with new and existing initiatives
- Monitors and understands Cigna programs, policies, procedures, products, medical, dental, behavioral, pharmacy and how they’re impacted by vendors’ partnerships.
Provider Services Senior AR Manager
Cigna Healthcare
01.2009 - 01.2015
- Accountable for technical HCP experience for assigned BOB (complex HCP groups, hospitals, ancillaries, physicians - PCPs & SCPs, and PHOs)
- Supporting Commercial, Medicare Advantage and TPA's
- Lead and executed an oversight to projects & process improvement initiatives
- Mentored AR analysts on customer interaction, product knowledge and service
- Monthly AR reconciliations for health system with 11 hospitals with individual service agreements
Performance Knowledge Specialist - Trainer
Cigna Healthcare
01.2008 - 01.2009
- Primary point of contact for all policy & procedure documentation and updates
- Worked with compliance, quality, managers, and trainers to create training plans for new hire employees
- Responsible for holding coaching sessions with employees placed on performance plans
- Outlined issues for nonconformance, root cause analyses and quality trends with clear, detailed reports
- Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere
- Initiate process improvement opportunities including design service intent review process for all external partner relationships
Early Career History
Cigna Healthcare
Scranton, PA
07.2002 - 01.2008
- 2002 - 2003 - Dental and Medical Call Agent
- 2003 - 2006 - Medical Claims Processor
- 2006 - 2008 - Claims Quality Reviewer
Education
Accounting -
Lackawanna Community College
Scranton, PAHigh School Diploma -
North Pocono High School
Moscow, PASkills
- Critical Thinking
- Balancing Stakeholders
- Driving Results
- Strategic Planning
- Relationship Building
- Process Improvement
- Presentations
Accomplishments
- Successfully implemented 4 clinical and claim national vendor programs including Home Health, DME, Services, MSK, and Radiology
- Redesigned Medicare 01/01 Readiness plan after a 375K member fall out for 2023, executed a successful redesign that resulted in no fall out for 2024
- Transitioned all service issue handling and claim AR reconciliations to vendor resulting in a 2M in cost savings
Technical Skills
- Microsoft Office Suite
- Proclaim, PowerMHS, Facets, QNXT
- Training and Education
- Agile Methodologies
- Project Management
- Data and Root Cause Analysis
- Client and Program Implementations
Timeline
National Ancillary Chief of Staff
Cigna Healthcare
01.2023 - Current
National Ancillary Sr Service Manager
Cigna Healthcare
01.2016 - 01.2023
Provider Services Senior AR Manager
Cigna Healthcare
01.2009 - 01.2015
Performance Knowledge Specialist - Trainer
Cigna Healthcare
01.2008 - 01.2009
Early Career History
Cigna Healthcare
07.2002 - 01.2008
Accounting -
Lackawanna Community College
High School Diploma -
North Pocono High School
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