Independence Blue Cross
Tiffany and Company
Miami Jewish Health Systems
Quest Diagnostics
Expertise: Corporate Strategy, Digital Transformation, Breakthrough Analysis, Change Management, Risk Management, Mentoring and Coaching, Shared Services, P&L Management, M&A Integration, Multi-channel Customer Intelligence, Innovation, Big Data Analytics, Global Technology Service Delivery, Robotic Automation & IoT, Outsourcing, Lean, Quality Management, Operations, Manufacturing, Supply Chain, Demand and Product Management, User Centered Design.
Professional Experience
Chief Operating Officer, North America 2019-Present
Accountable for strategy, market development, client management, technology guidance, operations, services, and P&L.
Strategic Advisor and Consultant 2019-Present
Provide advisory services to McKinsey & Co., E&Y, and others.
- Advise on realizing emerging Healthcare models: Value based payment, Telehealth, Direct-to-Consumer.
- Provide business and technical guidance towards developing Health insurance Payment Integrity services.
- Guide towards developing AI/machine learning based population health data service platforms.
Independence Blue Cross, Philadelphia, PA 2015-2019
Business Transformation Head
An independent Health insurance organization serving over 8 Million Consumers and with approximately $17B in annual revenue.
Accountable for corporate $200MM+ Digital and Business Transformation target with P&L impact. Led Shared Services Incident Management and Sales Systems Support (ebusiness, Omni-channel) with an operating budget of $15M. Responsible for building an enterprise risk managed Digital Transformation Center of Excellence. Served as a business advisor internally, to customers, and to external networks for vision, trends, and execution. Impacted associate effectiveness with Change Management and Influencing training.
- Developed and implemented enterprise-wide Digital Transformation strategic plan with Zero Base Budget.
- Raised Customer Touchpoint Measurement scores to 1st quartile among all Blue Plans nationwide.
- Drove a mobile customer engagement platform resulting in +200K consumer acquisition and a 14% call volume reduction. Identified breakthroughs using Customer Journey Maps.
- Implemented enterprise Claims processing platform for 26MM annual claims; reduced claims inventory by 70%.
- Reduced corporate incidents 43%, operating budget 40%, and 50%+ benefits coding time.
- 83% Brokers satisfied with deployed self-service portal.
Tiffany and Company, New York, NY 2011-2014
Vice President, Global Quality Management
Iconic global purveyor of Luxury Jewelry since 1837 with unparalleled Quality and Craftsmanship and over $4B annual revenue.
Transformed Quality Management from inspection-based to an organization leading Strategy, Analytics, and Risk-based entity. Reported to CEO and accountable for global Product, Manufacturing, Material Quality, Service Support, and Analytics.
- Conceived, developed, and implemented a 3-Year Strategic Plan, restructured organization, and guided company through transformative structural and culture changes.
- Drove Demand Management and Inventory Optimization yielding a minimum 4% YOY Sales growth. Led oversight of new global Supply Chain system implementation.
- Partnered with Senior Leadership to create the Tiffany Switzerland Watch Company, $100MM 3 year revenue target.
- Achieved a 2% Manufacturing Operating Margin, 5-10% yield impact, and 100% Risk reduction from synthetic stones.
- Spearheaded business intelligence using predictive analytics, customer insights, and quality trends with 24 hour reports.
- Deployed Design-to-Service and supply chain synergy with robust Critical-to-Quality and Quality at the Source.
Miami Jewish Health Systems, Miami, FL 2008-2010
Chief Information Officer
A 700 Bed Hospital, Long-Term Acute Care, and Residential and Assisted Living facility.
Transformed organization into a technology-leading Healthcare services provider. Fully Accountable for Business Growth,
Strategic Planning and Execution, Information Security, Cost Reduction, Enterprise Architecture, SDLC and IT Metrics,
Applications and Infrastructure Support, Web Services, IT compliance, Quality and System Standardization.
- Completed a Board Approved 3-year Strategic Technology Plan with $6.6M Technology initiatives.
- Implemented wireless fee-for-service for residents generating $0.5M annually.
- Reduced costs 33% via Cloud solutions; eliminated 7 full-time equivalents with automation.
- Saved 23% in content management solution and 40% in wireless network pricing and deployment costs.
IKS Health, New York, India 2007 – 2009
VP and Chief Information Officer
An emerging Healthcare technology services company.
Accountable for Strategic Growth, Technology Development and Delivery, Architecture, and Global Infrastructure.
- Grew business greater than 200% via business technology and outsourced solution offers.
- Reduced client operating costs $1.2M by business process automation and back-office IT outsourcing.
- Implemented Global business continuity service infrastructure with 99.9% service up-time and 33% cost savings.
Quest Diagnostics, Madison, NJ 2001-2007
Director, eBusiness
A $7.5B clinical diagnostics testing company.
Recruited to drive eBusiness strategy and implement web services for revenue growth. Partnered with Senior Management and developed and delivered strategic technology services. Launched new IT products and implemented Six Sigma IT quality management projects to reduce overall solutions deployment time 50%+.
- $20M+ project and implemented e-Commerce electronic medical services for physician, hospital and consumer market segments. Service accounted for $1B (20%) of all diagnostic testing revenues with increased monthly order volume 55%. Launched web-based prescription management system in 2004.
- Built a Technical Sales Specialist organization to support Sales in selling the e-Commerce medical services.
- Managed Operations and Systems integration of a $450M publicly-traded acquired company with a $65M synergistic cost reduction. Consolidated intra-company specimen processing from 8 to 2 business units.
- Grew regional hospital business $7M annually by co-marketing technology services; saved $1.5M at-risk business.
- Reduced specimen processing cost by 70% by automation and standardized requirements prioritization process.
Education and Credentials
Ph.D., Industrial Engineering and Operations Research, Virginia Polytechnic Institute and State University.
MS, Industrial Engineering, Lamar University, TX.
MS, Materials Science and Engineering, Southern Illinois University, IL.
BME, Mechanical Engineering, Jadavpur University, Calcutta, India.
25+ peer reviewed journal publications. Member, The Conference Board Quality Council.
Awards, Professional Training and Certification
Earned Cache Innovation Award judged by International Data Group (IDG) for on-line service delivery.
Awarded Quest Diagnostics Marketing Innovation award (2002).
Won Bell Labs Advanced Technologies Excellence Award for exceptional customer focus and performance.
Certified Manufacturing Engineer, Registered Professional Engineer, (PE). Six Sigma Green belt, SAP, Oracle JDE trained.