Veronica Toledo

Change Management Specialist in the Biotechnology and CRO industries, focusing on IT system implementation and organizational growth. Drove transformative change in Laboratory Animal Science management at global and operations levels

• Implemented SAP Factors for SA business units in USA, Canada, and the EU
• Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
• Spearheaded complex organizational transformations by devising strategic roadmaps outlining necessary steps for achieving desired outcomes.
• Developed comprehensive training programs to support employees during transformation initiatives, resulting in higher adoption rates and minimized resistance.
• Surpassed global implementation targets with an evidence-based strategy and trackable indicators.
• Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
• Transformed underperforming departments with strategic planning efforts focused on process improvement.
• Enhanced change management processes by implementing effective communication strategies and stakeholder engagement techniques.
• Streamlined organizational restructuring efforts for smoother transitions, utilizing deep understanding of business needs and employee concerns.
• Designed detailed impact assessments to identify potential risks and mitigate organizational disruptions during critical change projects.

Supervised all aspects of program management, including planning, financing applications, budgeting, and ensuring successful program delivery, while ensuring compliance with CMS-government regulations and meeting quality care criteria to achieve financial objectives.

• Established and managed newly implemented government reimbursement initiatives to optimize program financial performance and compliance
• Oversaw five market regions, each encompassing forty-seven practices and over two hundred medical practitioners, ensuring operational efficiency and quality service delivery across all locations.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Developed customized account plans for clients to help them achieve their business goals.

Led the development and execution of comprehensive communication strategies and plans to elevate awareness of PHSO's key projects and organizational objectives centered around value-based care.

• Implemented market-driven marketing tactics targeting service providers and customers to enhance engagement and promote the organization's value-based care initiatives
• Managed the creation and distribution of the corporate newsletter and website content for providers and patients, ensuring alignment with the organization's messaging and branding
• Developed a range of communication materials, including educational resources, legal notifications, flyers, and playbooks, to support providers in transitioning from a fee-for-service model to a value-based care framework
• Played a key role in achieving all communication objectives for the PHSO department, actively contributing to project tasks such as content generation, copy editing, and layout design for various initiatives like Well 65+, Direct Contracting, and clinical documentation integrity.
• Collaborated with cross-functional teams to develop integrated marketing campaigns that drove business growth.
• Enhanced brand visibility by creating compelling content for digital and print platforms.
• Developed targeted communication strategies for diverse audiences, resulting in increased engagement.
• Conducted market research to inform communication strategies for new product launches, leading to successful product introductions.
• Streamlined internal communication processes, strengthening employee engagement and productivity.

Implemented a people-centric approach to change management, minimizing employee impact, maximizing acceptance, and enhancing user adoption of business, systems, and technology changes.

• Developed and executed change management strategies and communication plans for each impacted workstream, ensuring seamless transitions and stakeholder engagement throughout the change process
• Served as an advocate and creator of audience-centric communication collateral, enabling executive leadership to effectively convey change messages by aligning them with the corporate vision and mission
• Collaborated closely with corporate IT workgroups, including Physician Liaisons and Analysts, to design and document training programs, maximizing delivery and effectiveness of training initiatives.
• Enhanced team productivity by streamlining processes and implementing time-saving strategies.
• Organized large-scale events, ensuring seamless execution of logistics, registration, catering, and venue management.
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
• Interpreted clients' needs and introduced services to fit specific requirements.

Responsible for Blue Cross Blue Shield claims reimbursement management process, including payer collaboration, support contract management, business development strategies, strategic planning, analysis, and training and development, overseeing 27 direct reports.

• Achieved a $3.4M recovery within one month of joining the Reimbursement team, utilizing process improvement principles and data analysis to drive timely resolution
• Utilized Six Sigma principles and change management strategies to design and establish a new team that successfully resolved a backlog of 1,800 claims worth over $6M, earning recognition for the process efficiency from the BCBS Director of Florida
• Spearheaded the development of Pre-Payment audit Standard Operating Procedures, collaborating with Contract Management, Revenue Integrity, and Denial teams to meet contract negotiation requirements and enhance operational efficiency.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects.

Managed a team dedicated to providing excellent patient care and ensuring a positive experience; from registration, scheduling and treatment coordination.

• Reduced wait times for patients with effective resource management and staff allocation strategies.
• Contributed to the governance team for the development and design of a new outpatient center and a 400-bed hospital, playing a key role in strategic decision-making and project implementation
• Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices.
• Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
• Oversaw a team of 21 direct reports, providing leadership and guidance to drive operational excellence and enhance patient care outcomes.