Heather Knudsen

Experience

• 

  ING

  Jan 2004 - Sept 2010

  Lead, Disability Benefit Anaylst
• 

  Optum

  Sept 2010 - now

  Accountable for the end to end issue resolution process within Optum. The team is responsible for working with resolution partners to establish service level agreements that meet market and client expectations as part of Optum’s goal to reduce issue turnaround time to 24-48 hours. Accountable for Preventative Action Process to reduce issue and turn-around time for issues within business unit and developing dashboards/reporting to monitor issue resolution KPIs. Ensures effective and positive relationships across product, growth office, and resolution partners for business unit. Provides work direction for Enterprise Reporting & Analytics, Opx, and Command Center resource to support deployment of Partner Management methodology. Show less Responsible for developing new capabilities for market leading Kidney Resource Services business, which works with patients and providers to improve the care of individuals with chronic kidney disease and end stage renal disease. Establish product performance expectations and monitors measurement plan metrics value creation. Include project management and involve working with various functions including clinical operations, network contracting and operations, sales and finance. Primary Responsibilities:• Assesses and interprets customer needs and requirements • Monitors operational reporting to proactively identify needed intervention or process changes • Supports Product Managers in ensuring successful implementation of new clients and/or providers • Identifies solutions to non-standard requests and problems • Solves moderately complex problems and/or conducts moderately complex analyses • Works with minimal guidance; seeks guidance on only more complex tasks • Translates concepts into practice • Works with less structured, more complex issues • Serves as a resource to others Show less

  • Associate Director - Enterprise Issue Management

    Sept 2018 - now

  • Product Manager

    Feb 2016 - Sept 2018

  • Six Sigma Consultant | Black Belt

    Sept 2010 - Feb 2016