Teams at Collective Health

Manages a healthcare client portfolio, providing day-to-day service, resolving escalated issues, tracking requests and SLAs, and maintaining client relationships. Develops process improvements, analyzes performance data, coordinates internal teams, supports billing and claims processes, and represents client needs internally. Leads a small team of Client Success Associates while ensuring client expectations and service commitments are met.

Lead and scale the company's procurement function focused on technology spend. Manage end-to-end sourcing, RFPs, vendor selection, contracting, SaaS license management, renewals, and vendor risk. Partner with Legal, Finance, Product, Engineering and Security to ensure compliance (HIPAA, SOC2, BAAs), optimize costs, and implement procurement processes and vendor relationship strategies.

Lead the strategy and execution of member-facing web and mobile engineering, advocate tooling, and contact-center platforms. Drive AI initiatives including Agent Assist, virtual assistants, IVR automation, conversational analytics, and contact deflection. Own CCaaS migration, digital experience delivery, security, privacy, reliability, and regulatory commitments. Build and mentor engineering leadership, partner cross-functionally, manage vendors, and report outcomes to executives using metrics such as contact reduction, cost-to-serve, satisfaction, and resolution rates.