Melissa Smith PMP, CSSBB, CSM, PROSCI

Experience

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  Nationwide Insurance Company

  Jan 2000 - Jan 2003

  • Claims Project Manager

    Jan 2000 - Jan 2003

  • Claims Project Manager

    Jan 2000 - Jan 2003
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  Nationwide Services Company

  Jan 2005 - Jun 2007

  Program Director

  Assumed Program Manager role for one of three (shared) portfolios within the Enterprise Internet Program (EIP) in August of 2006. Managed project budget of $15.4 million with a current Project Management staff of 16 and an additional $13 million for ongoing operations team of 15. Successfully completed a Proof of Concept in 6 weeks, migrating the Nationwide Absence Management application from Weblogic and HP Unix to Webshere on Z-Linux. Virtualization technology was deployed using IBM z/Series hardware and IBM z/VM virtualization technology. Gates McDonald was an early adopter for this new technology. Show less

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  Nationwide Better Health

  Jun 2007 - Jan 2010

  Sr. Consultant, Delivery Services

  Connectivity ProjectResponsible for the system integration of Future Health, WellCorp and Intervent into the Nationwide environment. Customer liaison for Nationwide Better Health business customers and IT department. Single point of contact for issue resolution.Closed identified security gaps required for business firewall connectivity and additional activities necessary to become a trusted site.Responsible for email migration to Lotus Notes for the Savannah office and T1 circuits implemented for Wellcorp and Intervent.KEY ACHIEVEMENTS:Transitioned over 500 users to Nationwide VPN, replaced non supported Nationwide hardware and setup access to the following Nationwide applications: HRIS, Clarity, Inside, and Marketplace. Setup the connectivity between Intervent, WellCorp and Future Health with Nationwide, as well as the inter-connectivity between the entities. This includes HRIS, Call Prompting, T1 Circuit installations, VPN connectivity, Business Firewall connectivity.Added all associates to the HRIS application and to the Intranet. Show less

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  Nationwide Insurance

  Feb 2010 - May 2011

  Program Manager, Delivery Services

  OYS Communications Improvement ProjectLed a 90-day engagement at the request of the Chief Marketing Officer resulting in the development of a recommendation and business case for achieving both tactical and systemic solutions to written customer communications (approximately 120 million pieces distributed annually) in order to improve customer satisfaction by delivering on the Nationwide brand promise.Motivated a strategy team of approximately 20 cross-functional resources from across the enterprise not 'officially' assigned to this effort to assist through:Assessing the current environment by obtaining voice of the customer data.Creating a systematic method of prioritizing current inventory of customer communications, taking into account the need to manage legal/regulatory requirements while doing so with an On Your Side message.Developing a Request for Proposal to identify industry experts at transforming highly regulated communications into a simplistic, On Your Side voice, with the capabilities to both improve legacy documents as well as deliver a plan for transferring the capability in house.Partnered with Corporate Marketing Data Analytics team to identify the greatest opportunity to favorably impact Customer Experience, and as a result indirectly improve overall customer satisfaction and retention. Show less

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  Aetna

  Apr 2011 - Dec 2020

  Program Director, Marketing and Strategy

  -Create a strategic plan based on extensive data analysis to determine specific nurse licensure required to support the operation. Coordinate a pilot of 19 nurses to document individual state requirements and create an instruction guide. Develop an implementation, communication and training plan for 262 Disease Management Nurse Health Coaches and Case Managers identifying the need for 867 licenses to be acquired within a 3 month timeframe. Develop business requirements and coordinated system changes with IT to support the new functionality.-Implementation and oversight of onshore\offshore model and management of the business operations for 40 resources working on Utilization Management, Case Management and back office processes with an estimated annual spend of $600K.-Acquired an oncology related product offering from a company that was discontinuing the service. This new product generated $5 million in revenue. Developed and integrated business processes into our operating model, coordinated contractual changes for over 712 employers with approximately 576,619 covered lives, transitioned 444 open oncology cases with active patients, trained, hired and transitioned 12 clinical staff resources and created new marketing material to support the product offering. -Provided business oversight for replacing hardware for computers and telephones, implementing new software, testing over 400 telephone call trees, managing all employee and client communications, training all employees and the physical office move from Worthington into an integrated Aetna building in New Albany for over 175 employees residing in the office and over 300 work at home employees impacting over 300 different clients and $60 million in revenue.-Coordinated customer satisfaction survey for over 124 clients to obtain voice of the customer data that will be assessed and used to establish strategies to address pricing, product / service offerings, marketing positioning and brand awareness. Show less

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  Nationwide

  Dec 2020 - Jun 2022

  Director Process Management
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  Prime Therapeutics

  Jun 2022 - Nov 2024

  Senior Director
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  McKesson

  Nov 2024 - now

  Chief of Staff