RMDT CONSULTING LLC
BRADENTON, FLORIDA

Experienced and accomplished global health care operations leader and independent health care consultant. Leader of global, multi-sited (offices on four continents) health care payer businesses for two Fortune 20 companies. Utilized industry knowledge and a deep set of relationships and experiences to build and run a successful independent consulting practice for more than 10 years. As a leader, directed multi-cultural business and operations teams with a time-tested record of achieving concierge level of service results while exceeding financial performance targets. As a consultant, achieved excellent outcomes whether working with start-ups, business turnarounds or mature healthcare businesses. Significant expertise with integrating acquired businesses and solving for the numerous business and operational nuances associated with global healthcare services and delivery. Deep set of consulting skills as an individual contributor and able to move seamlessly between strategic and tactical solutioning. – Independent consulting firm specializing in global health care services. After leaving United HealthCare International, restarted independent consulting practice and immediately awarded contracts with telehealth and EMR start-ups to help them scale their services to healthcare payers and providers. Awarded consulting contract with partner to analyze, recommend and implement a consolidation of offshore operations and business practices for a global medical travel/assistance company. Recommended structural, process and technology changes which were starting to be implemented prior to a leadership change. Other engagements for the consulting practice (partner) included integration of global network services following an acquisition by a global health care company. Integration by partner is completed. Healthcare Operations Subject Matter Expert for Alpha Sights (company that links consulting expertise with healthcare payers and providers). In 2012, added an employee to the practice to further strengthen the solutions offering regarding global provider networks. Hired as consultant by United HealthCare International to build service and operational support for their start-up expatriate product. Hired by UHCI full-time in March, 2010 (see below). Lead the project to integrate Operations as part of a cross-functional project team following a business acquisition (Aetna International). Key participant on a Business/IT Project Team charged with developing a technology solution to support expatriate payer’s critical back room operations. Developed business requirements and ROI used in presentation to Sr. Mgt. to obtain project funding support for $5M capital investment. Recommendations delayed by business acquisition (Cigna International). Completed detailed analysis of aberrant claim and call patterns for an expatriate healthcare company by using trend data, user interviews and timing studies. Recommendations developed for improving customer service operations implemented (Cigna International). Assisted a global assistance company executive throughout a project management cycle to implement a web site focused on global healthcare information provided by Harvard Medical. Developed RFP to assist in selection of claim/benefit administration system and medical management vendor for global assistance company. Recommendations not implemented due to change in corporate strategy (World Access/Mondial). – Aetna’s Consumer Health Payment Business. – Global business division of United Health Group. First hire and lead operational, product development and business technology efforts to build service support for introduction of expatriate offering; go live efforts completed in 18 months following approval by senior management. Lead business development of homegrown $2M+ administrative platform (Global Hub) in support of UHCI expatriate business. Responsible for directing international provider network growth to 1,000+ medical providers and six business partner alliances. Insurance Fronting Partner Operations Lead accountable for three new relationships in three global regions (ME, Australia and Czech Republic). Established personalized service offering philosophy which led to significantly exceeding industry leading service metrics during first two years of operations. Provided leadership support for established US-inbound “travelers” business segment by functioning as interim leader for Cross Borders business segment. Lead team developing product and operational support for Business Travel Product including developing B2C business requirements for medical assistance and self-service digital platform for ex-pat plans. – Global business division of Aetna. Recruited back to Aetna by President of AGB to lead global service integration efforts in 2007 as a result of a business acquisition. Responsible for delivery of concierge service to AGB’s global client base. Services included claim administration, customer service to members, providers and global clients, as well as quality assurance training program delivery for global service employees. Developed and implemented 24x7 contact center support for members/providers as part of a global “Follow the Sun” strategy. Implemented a highly successful teleworker program for US based staff that improved productivity while supporting a 20% YOY staff increase. Managed all aspects of operations and customer service for rapidly growing and profitable product line including developing 24x7x365 service delivery model for claim, call, web and global network while managing 800+ clients and 125,000 global members. Managed project to select global medical assistance vendor/partner that improved service and lowered costs. Developed International Health Advisory Team as a value added component of AGB’s product offering. Successfully executed a service turnaround for this business line (i.e., reduced claim turnaround time from 40 days to 10 days in six months). Mentored staff to achieve two best in class service/leadership awards given out annually to only two employees (out of 28,000 company-wide).