Lumeris

Marketing

• Leads all marketing and experience functions that drive prospective member acquisition, onboarding, engagement, retention, and satisfaction.
• Architects and owns end-to-end customer journeys (member, broker, provider) using analytics and data to measure and optimize each touchpoint.
• Directs multiple teams through four Director-led functional pods (Creative & Web, Strategy & Insights, CX & Content, Digital & Channel Marketing) to execute on organizational priorities and performance goals.
• Directs the strategy and execution of integrated campaigns across digital, print, and in-person channels, ensuring consistent messaging and personalized engagement.
• Oversees member, broker, and provider experience improvement programs, including measurement of CX metrics (NPS, CSAT, retention) and journey friction reduction.
• Sets vision and direction for the Marketing & Experience function, ensuring alignment with corporate growth and compliance strategy.
• Serves as executive sponsor for compliance within marketing and experience, ensuring adherence to CMS and state marketing regulations.
• Drives segmentation, personalization, and martech automation strategies for targeted engagement and ROI optimization.
• Approves budgets, resource allocation, and operational policies within the Marketing & Experience function to ensure organizational objectives are achieved.
• Manages all agency and vendor relationships (creative, media, digital), holding partners accountable to SLAs tied to performance, compliance, and experience outcomes.
• Leads and coaches cross-functional teams spanning digital, analytics, CX, compliance, creative, and communications, developing future-ready marketing and experience talent.
• Presents a strategic vision to executive leadership, defining long-term experience roadmaps that align with health plan growth, member loyalty, and compliance excellence.
• Owns and optimizes marketing and experience budgets, balancing in-house strategy with outsourced execution for best-in-class performance and scalability.
• Develops and reports on integrated KPIs, including member/broker/provider growth, campaign ROI, retention, and compliance metrics.

VP, Marketing and Experience

Program Manager

• Develops and fosters collaborative relationships with internal/external clients, vendors, and partners to establish priorities, effectively communicate and manage program expectations, and ensure overall success, including ensuring timelines, resourcing, quality, and budget parameters are met.
• Develops Change Control Notice documentation and reports/communicates deviations to program timeline and/or scope and facilitates discussions to achieve position resolution.
• Collaborates with other leaders to identify and institute program management process improvements.
• Provides expertise and collaborates cross-functionally on strategic development, operational planning, and implementation planning of the program to align with both Lumeris and client's vision and contractual delivery timelines.
• Provides direction, delegation, and removal of obstacles experienced by cross-functional teams focused on delivery of client contractual or internal optimization initiatives. Anticipates and balances the needs of multiple stakeholders by adapting approach and demeanor in real time to align with demands and different situations.
• Coaches, mentors, motivates, and delegates to and with program team members and client SMEs to ensure achievement of the strategic and operational goals of the program implementation are realized.
• Owns and guides highly complex, technical, and multi-operational department implementations which may include external clients and vendor solutions to successful conclusion. Utilizes approved program management tools and processes and innovative approaches to continually enhance performance efficiencies.
• Oversees processes, systems, tools, and organizational resources to initiate, plan, execute, and monitor programs, including leading a successful transition to Support and Maintenance teams upon Program Close. Creates and maintains the reporting mechanisms that show the overall health of the program.
• Organizes and facilitates program Release Planning events and monitors Risks and Impediments utilizing approved Lumeris Program management and visibility tools.
• Responsible for documenting and ensuring Risk mitigation and Impediment resolution are managed and communicated effectively Up, Across, and Down within Lumeris and to the client, when/if necessary.
• Collaborates cross-functionally to ensure initiative documentation is completed for all approved work, including the identification and documentation of acceptance criteria, anticipated benefits and success metrics of the implementation.
• Obtains agreement as to services and service levels to be delivered.
• Other duties as assigned.

Principal Delivery Program Manager

Operations

• Drive clinical strategy in alignment with the Chief Medical Officer’s vision.
• Proactively drive value through trusted relationships with provider partners.
• Leverage data driven insights to curate prior authorization lists, identify impactful clinical programs, and adjust Policies and Procedures to align with key business strategies.
• Establish baseline targets, comparative analysis and benchmarks, and dynamic performance dashboards for key prior authorization metrics.
• Provide clinical and operational expertise towards the design or selection of clinical programs, including utilization of vendor partnerships.
• Manage appropriate, evidence-based medical utilization and cost for Part B and Part C benefits while managing departmental budget.
• Lead CMS compliant Utilization Management teams, processes, reporting, and related audits.
• Lead Prior Auth or UM related technical implementations as the business owner/SME, building buy-in and ensuring people and process readiness for seamless transitions.
• Prepare for and present clinical and UM insights and performance data to Medical Management Committee, Joint Operating Committee, Medical Director Committee, and Executive Leadership.
• Assist in the negotiation of vendor contracts to maintain market relevance and support clients’ various benefit design requests.
• Collaborate to support provider contract negotiations, on-site audits, and ongoing monitoring of providers.
• Mentors, motivates, supports, and develops nurses and administrative staff. Guides SMART goal setting/review, regular guidance and 1-1 check ins, career development/planning, upskilling, resource allocation, staffing, budget management, DE&I initiatives, and other People & Culture programs/activities as needed.

Senior Director, Clinical Strategy and Operations

Payroll

• Manage the processing of bi-weekly payroll, including salary, bonus, commissions, and all payroll taxes to 1,000+ employees ensuring compliance with all federal, state, and local regulations
• Maintain Workday Payroll module in conjunction with People Business Partners; ensuring applicable updates to maintain federal, state, and local compliance and alignment with People & Culture processes and best practices
• Own and drive regular payroll audits of the system, reporting, and processing
• Perform quarterly reconciliations on all payroll taxes and reconcile all bi-weekly payrolls
• Critically review and analyze current payroll, 401k, and tax procedures in order to recommend and implement changes leading to best practice operations, updating and documenting procedures
• Prepare weekly, monthly, quarterly, and year-end reports by compiling summaries of earnings, taxes, deductions, leave, disability, and nontaxable wages
• Partner with People & Culture in 401(k) administration and Family Medical Leave
• Work with People Systems team on bi-annual system updates in our test environment and determine if updates meet company needs
• Work closely with the Finance team to balance payroll accounts which affect the general ledger
• Liaison with company payroll providers to ensure accuracy, compliance, and timely processing of payroll, withholding tax return preparation and reporting, and settlement
• Work with 3rd party payroll provider to resolve issues and drive end-to-end process improvements
• Maintain communication with payroll service providers regarding software updates and new products available to initiate the use of new features
• Manage end-to-end payroll process to ensure timely and accurate completion of company payroll processes, collection, calculation, and entering of data
• Assist in continuous improvement of payroll processes
• Oversee year-end processes, including W-2s and year-end adjustments
• Comply with federal, state, and local legal requirements by studying existing and new legislation; enforcing adherence to requirements; advising management on needed actions
• Maintain employee confidence and protects payroll operations by keeping information confidential
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Support senior management by performing various departmental payroll special projects as needed
• Assist any internal and external audits as necessary

VP, Marketing and Experience

Principal Delivery Program Manager

Senior Director, Clinical Strategy and Operations

Payroll Manager