Gerard Vergara Lacson, MBA, HCM

Experience

• 

  Target

  Jun 2006 - Jul 2009

  Executive Team Leader

  - Managed seven supervisors with a staff of over 40 employees in the guest experience department to improve customer service.- Performed leader-on-duty role for the entire store during rotation which increase sales.- Implemented Target’s business model of “Fast, Fun & Friendly” guest service to better enhance customer service operations.- Managed the Northern CA manager’s quarterly meetings by creating meetings, content, and coordinating guest speakers.- Performed all ad hoc duties required for day-to-day operations. Show less

• 

  Smile Brands Inc.

  Jan 2009 - Sept 2014

  Operations Manager

  - Supervised 45-50 employees between multiple locations by hosting daily huddles, stand-ups and one-on-ones.- Managed the day-to-day operations of the business by reviewing location P&L reports.- Ensured patient flow and experience was seamless through upholding excellent customer service standards.- Performed human resource management and development activities daily by reviewing attendance and performance metrics saving company time spent on payroll.- Provided budgeting and forecasting sales reports to the Company Board to show areas of productivity and areas to improve.- Partnered with external vendors to review trend reports and competition and create action plans to address the challenges. Show less

• 

  Genentech

  Sept 2014 - now

  - Managed B2B and B2C client relationships and accounts across 5 major US markets. Primarily in the Florida, Puerto Rico & Virgin Islands.- Tracked market trends and user needs to create customized strategy and solutions.- Developed and solved for barriers to healthcare treatment as an advisor between patients, providers, distributors, and insurance carriers to ensure cost-effective solutions.- Prepared peer team for product launch by developing training processes and authoring standard operating procedures.- Subject matter expert in Buy & Bill, Speciality Pharmacy, Medicare Advantage, and medicare Part D billing methods. Show less - Resolved 1000+privacy incidents and customer escalations ensuring HIPAA compliance and upholding stakeholder interest.- Strong knowledge of GDPR, CCPA, CAN-SPAM regulation.- Performed all Call Center duties including coaching and feedback, inputting reviews, and entering LMS.- Analyzed key metrics, prioritized competing objectives, and devised daily operational strategy and allocation of team resources to ensure overall business goals were achieved on time.- Road mapped hiring, onboarding, and training process for 175+employees.- Lead a 20 case manager team to complete services for 80k+ patients in 2 months and maximize customer satisfaction.- Lead a 15 member team in launching a strategic workforce project resulting in flexible, cross-functional talent and $5+million in operational savings.- Launched several projects from 0-1 in collaboration with engineering teams, which solved for accessibility and compliance barriers, and resulted in improved communications with several thousand patients and health care systems during covid pandemic.- Optimized business operations and secured program health by driving projects from end-to-end (website rebuild, analytics applications, and Artificial Intelligence chat bot). Show less - Work with internal partners to build strategic patient access and reimbursement account plans and review franchise, managed care, and ecosystem field sales business plans and objectives.- As subject matter expert on the payer landscape relevant to Vabysmo, educate customers and partners on national, regional and local coverage policies and processes.- Completed in-service appointments to showcase Genentech capabilities to enroll patient into our services (Benefit Investigations, Appeals Support, Copay).- Is a conduit between the Field and Home Office Genentech functions for all public and private payer policies and practices that impact patient access to Genentech products.- Resolved CMS/Medicare 5100 coding and claim issues.- Urgently anticipate, navigate and address individual account and patient access (may include patient identifiers) issues that occur by partnering with internal and external stakeholders including Access Solutions and Market Access teams.- Proactively communicate and explains Genentech-specific reimbursement programs, policies, procedures and resources so that HCP office staff is fluent in how to use access programs for Genentech products.- Coordinated all HUB activities. Show less - Coached and mentored contractors during our annual benefit reverifications period which resulted in 7,600 benefit investigations being delivered to patients to stay on therapy.- Trained and showcased New Ways of Working (nWOW) methodologies for my department that established adopting nWOW initiatives (Task Board, Work Product Team development).- Co-lead NextGen’s Leadership Forum 6 month summer class coordinating meetings, leading discussions, and setting up key speakers with the focus on leadership development. Invited to be co-chair for the NextGen Core Team.- Lead the territory business review project as a subject matter expert and assisted Case Managers with their reports and presentations which lead to a series of successful showcases. Recognized by my Supervisor for presenting the most through business review.- Served as a TextExpander subject matter expert for which increased consistency and saved time and effort which results in YTD 6675 hours and 22 minutes saved. - Built relationships through strong partnerships and communication with healthcare providers, patients, and field partners by creating monthly check-ins.- Audited service requests for accuracy by review reports and disseminating the information and checking back for completion as an Audit SME. - Reviewed calls and service requests as a member of the Peer Monitoring Team which resulted in a 2019 overall call and service score of 97% and 98% respectively. - Participated in various sprints, swarms, advisories: “Genie Project,” ASO Advisory Panel, Genentech Patient Foundation Liaison.- Taught safety and preparedness techniques as a gCERT member.- Previous projects to increase matrix-style environments: BI Accuracy (VR Pilot), Account Management Excellence (GSI), Weekly Schedule Online (ASCIT). Show less

  • Senior Case Manager, Region Owner

    Sept 2020 - now

  • Supervisor, Coverage & Reimbursement (Rotation)

    Sept 2020 - Mar 2022

  • Field Reimbursement Manager (Rotation)

    Jan 2021 - Jun 2021

  • Territory Case Manager

    Sept 2014 - Sept 2020