Kyle Provencher

Kyle Provencher- Dayville, CT 06241 EXPERIENCE SUMMARY 15+ years of managing and creating end-to-end solutions throughout various programs. Experience with managing technology implementations and business process changes that have a high success rate with annualized financial earnings and savings estimated to be over $60M. PROFESSIONAL EXPERIENCE Maximus Director of Customer Engagement and Delivery • • • • May 2022 – Present Implementation Lead across multiple product implementations o Lead a team of six Project Managers to ensure all customer and IT requirements are being met. o Created problem-solving lessons learned solutions and dashboards in AgilePlace to ensure all programs were able to be successful and not have similar issues as similar programs. o Implemented a new instance of JIRA for the Medicaid Enterprise Solutions program. o Created JIRA projects for twelve different programs with various workflow and hierarchy requirements. o Coordinated between the project teams and finance department to ensure accurate reporting and understanding of the various project budgets. Coordinated multiple high priority programs for development of a web-based .NET application. o Provided a single point of coordination to gain consensus from development, product management, and program management on release commitments and timing. o Maintained an aggregate view of priorities and active tasks to assist project manager in controlling program milestones progress by providing input from a technology perspective. o Proactively identified risks and issues on the program and developed risk management logs and issue management resolution plans. o Removed barriers for IT development teams through hands on problem solving working sessions and identification of key issues. o Managed budgeting and forecasting for the product build, and two unique configurations that were being developed in tandem with the product development. Directed a team of six direct reports which consisted of project managers, technical writers, and business analysts. o Focused on development and growth by providing weekly coaching and feedback. o Managed HR functions for goal setting, goal progress updates, and annual review cycle evaluations and communication for direct reports. o Monitored the program directives and changes in priorities to ensure business controls are met by the team. Managed the technical documentation delivery of new documents for the Provider Enrollment Product. o Maintained and organized contract requirements by technical document to ensure expectations for each document were clearly defined and tracked for overall progress updates. o Identified and recommended process and tool improvements for increased efficiency and productivity of the technical documentation team. o Managed document libraries and collaboration site using Microsoft SharePoint, Smart Sheets, and JIRA. o Coordinated with onshore and offshore subject matter experts to discuss high-level concepts, enhance content quality, and ensured technical terms were written in an accessible language. UnitedHealth Group Project Director – Ops Readiness Lead, Optum • March 2018 – May 2022 Coordinated multiple high priority programs that realized over $40M in savings for the Clinical Prior Authorization team. Examples: o Reimagine Prior Authorization – Drove collaboration between technical, legal, and business teams to enhance the current provider intake system to streamline the process and reduce low value work Savings $33.5M. o Machine Learning and Automation Logic – Managed both manual review and machine learning teams to identify code relationships for both Prior Auth cases and Claims information. Applied findings to build a new process to expand auto-approval logic and volumes in the prior auth org - Savings $4.5M. o Low ROI Auto Approval of Prior Authorization– Developed new operational process by obtaining the right medical directors and registered nurses to drive clarity on which prior authorization cases and scenarios could have a systematic check and auto-approve logic versus which cases needed a manual clinical medical necessity review - Savings $3.5M. • • • • • Developed a pre and post go live command center for the clinical enterprise for all ongoing programs. o Managed the financial analysis for various programs by creating the financial value story using various data sources and metrics. o Monitored financial reporting post go live to ensure the estimations and success metrics are being met. o Escalated various program risks to the appropriate leader with outlined root cause analysis, recommendations, and timing of next steps. Independently enhanced current operational readiness tasks by adding in change management techniques, tools, and assessments that were learned in a PROSCI Change Management course. o Created a change management assessment form and communication plan that was approved by senior leaders to understand the health and status of the current program portfolio. o Designed a tool that organizes individual program change by business process step, role, and time impact to fully understand how a change event affects the organization. Established the appropriate communication channels and materials needed to inform various stakeholders of program milestone updates, risk mitigation, and decision documentation needed for transparency and success. Created a lesson learned and best practices library and process for all clinical programs to refer to, which helped to drive programs forward by mitigating risks and roadblocks. Built relationships with senior leaders and business partners to gain trust and deeper understanding of program scope, business priorities, and gap identification. Maintained open communication channels for transparent feedback from program champions creating an agile approach. Project Manager for Business Quality – Agile Certified • • • • Project Manager for Optum Operations - Green Belt Certified • • • • • • • April 2013 – January 2014 Delivered monthly financial reports to key business partners and stakeholders. Created and analyzed forecast models for various workforce groups which consisted of various FTE counts and changing business direction. Assisted business leaders with making financial decisions based on cost-trend and analysis. Financial Development Program - Project Manager Southeast Region Finance Leadership Team • • January 2014 – October 2015 Created automated Issue Management Reporting to enable better data analysis and classifies various root cause information into actionable remediation plans. Coordinated a Quality Assurance Product Review of the product Telehealth to build and maintain controls for the product team. Developed a reporting tool for Control Trend Analysis and led a team to research controls to find new opportunities and enhancements which solved 100% of the program errors. Worked on a consumer experience project for a deeper understanding of how the consumer navigates through our incentive programs. Supported the client service managers for Sunoco, Nationwide, and Raytheon by providing reports, biometric score reporting, and control lists for each client. Financial Liaison for Benefit Operations • • October 2015 – December 2017 Managed the implementation of a full process and technology redesign of the enterprise-wide Issue Resolution Program - Savings $2.5M. o Collaborated with business partners and IT teams to build a form-based tool for the Issue Resolution team. o Transitioned the program from a waterfall approach to agile approach. o Built and implemented User Acceptance Test (UAT) Plans. o Created a program audit tool in excel to ensure the input data matched the output data after UAT was completed. Engaged with business customers and utilized Six Sigma lean methodologies to enhance the business process during the migration to new interface - Savings $1.2M. Created business tools to solve complex business problems such as Work Force calendar tools, Audit Process and Definition tools, Change Request tools and forms. Established project governance to escalate issues and risks, obtained required signoff, and ensured business and IT partners were aligned throughout the project. June 2011 – April 2013 Analyzed and updated monthly close financial reports for senior leadership team. Created analytical tools to enable sales team to decide on strategic sales plans throughout various regions within their control. Created broker scoring templates for market CFOs resulting in a more accurate analysis. Pharmacy Finance Team • Created and updated Prescription Drug List that identified affordability opportunities and provided strategic process improvements based on identified opportunities. National Accounts Finance Team • • Created and analyzed the membership and revenue forecast. Delivered reporting on the overall budget for National Account Self-Funded groups. UHC Corporate Finance Team • • Analyzed chargebacks that are posted on the UHG General Ledger. Updated databases to analyze indirect charges across the chargeback accounts. June 2008 – June 2011 Banking Analyst • • • Reconciled customer claim liability over a three-year period by creating databases in Access and Excel. Maintained general ledger reconciliations for the small employer group suspense accounts. Managed external clients daily by answering various questions, providing reports, and assisting with renewal decisions. Sept. 2012 – May 2022 Internship Program Manager • • • • Managed interns directly on various programs. o Developed projects and programs for the interns complete. o Set goals and accountable milestones for each program. o Communicated progress throughout the internship program. o Completed end of internship program assessments and delivered the evaluation directly to the interns. Attended career fairs at local colleges to identify potential high-performing interns. Organized the on-campus interview process for the selected group of potential interns. Made employment selection decisions based on interview assessments and resume analysis. EDUCATION University of Connecticut School of Business, Hartford, CT Master’s in Business Administration - Management, 2013 Western New England College, Springfield, MA Bachelor of Science in Business Administration Finance, 2008 ACCOMPLISHMENTS, TRAINING, & CERTIFICATIONS PROSCI Change Management Certified NPS Ambassador Culture Ambassador Six Sigma - Green Belt Certified Agile Methodologies Certified - UHG UHG Financial Development Program