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JULIE BURNS

Indianapolis, IN 46250 Jbb746@sbcglobal.net


Highly effective, energetic, self-motivated leader with strong experience in entrepreneurially-minded business environments. Strategic thinker with the ability to quickly assess a situation and make sound decisions. Effective at building relationships that create win-win results. Possesses a passion for working with teams to accomplish organizational goals that drive revenue and maximize efficiency. Ability to capitalize on knowledge base and effectively transition to other areas of an organization with very little direction. Key qualifications include: Building and Enhancing Operational Structures Strategic Outsourcing & Vendor Management Forecasting,Budgeting &Cost Management Quality and Productivity Improvement Strong Team Development Skills Consultative Team Sales

(317) 288-7721 Home (317) 408-3107 Cell

PROFESSIONAL EXPERIENCE JRB Consulting 03/09 to Current

Work with a number of organizations both Non-profit and For-Profit on a variety of projects including Strategic Planning, Human Resources, and general operational structuring and logistics. Most involve improving operational efficiency and effectiveness. Since 09/09, have worked primarily with one health care client, building both Wellness and Health Plan operations for a new commercial employee benefit product being introduced into the market. Created a model that utilized external vendors to maximize cost and internal resources. Also responsible for internal Account Management for affiliate organizations being integrated into the Corporate Health Plan. Worked across a highly matrixed organization to balance organizational objectives. Became responsible for the day to day effectiveness of the health plan operations.

CareGuide, Inc : Indianapolis, IN, Vice President OCS Division/Wellness Product

10/05 to 09/08

P&L responsibility for the OCS and integrated product for CareGuide. Represents approximately $3 million in revenue. Also responsible for the strategic direction of the Human Resources(HR) function. Hired to stabilize the operational processes for the Haelan Groups OneCareStreet (OCS) product. Due to 400% growth in the summer of 2005 the entrepreneurial organization needed a more formalized structure. Became part of 4 member Executive team for CareGuide when they purchased Haelan. Redesigned the call center process to maximize the knowledge workers skills and stabilized call metrics. Responsible for HIPAA Program and Privacy Officer Successfully transitioned fulfillment area to the Indianapolis operations Successfully outsourced the Nurse Help Line program within 45 days Decreased Scanning backlog and developed forecasting methods Part of 3 member team involved in the sale of the Haelan Group Assumed strategic Human Resources responsibilities with merger Oversaw IT transition and VOIP telephone conversion decreasing monthly expense by 15k per month Provided internal project management on system upgrade Directed Coaching operations

The HealthCare Group (M Plan): Indianapolis, IN, Director , Corporate Compliance/Special Projects for President

10/93 to 10/05 (10/03 to 10/05)

Responsible for the newly created corporate compliance program. I was also the HIPAA Privacy Officer. Implemented and managed the M Plan 10,000 steps program for community and health plan members. Created and implemented the HIPAA Privacy efforts including 25 new policies and procedures and trained the entire workforce within two and a half months. Also developed the Privacy audit tool. Oversight of both the operational and legal requirements for the Transaction and Code Sets regulations. Completed the implementation of the Security regulations and met the 4/2005 deadline. Responsible for development and or oversight of fraud and abuse, conflict of interest, Sarbanes Oxley and all Healthcare legislation that needed operationalizing. Fifty percent of my time was dedicated to special project work for the President. Implemented and managed an interactive 10,000 Step program for our members and the community. Sold and enrolled 5,000 people in the program in first 6 months.

Director, Member Services

(09/94 to 10/03)

Responsible for the commercial customer service, enrollment and premium billing functions of a 180,000 member HMO. Supervise 7 direct reports and responsible for 70 total employees. Outsourced member ID cards and kits to routinely meet effective dates for employer groups. For 2001, transitioned to new vendor and maintained the same level service. Completed 2002 open enrollment with 95% of the members serviced prior to their effective dates while undergoing a system transition. Successfully outsourced enrollment and Premium Billing functions. Transitioned from mailing member kits to on-line member kit to provide more up to date materials for customers and initially saved $150,000. Completed 2002 with savings of $210,000. Improved premium reconciliations and decreased enrollment discrepancies significantly over two -year period. Premium write-offs decreased by 200%. Consolidating five call centers into one centralized contact center. Upgrading call center technology to an I3 platform. Introducing skills based routing, and IVR telephone technology as phase one of a three year technology plan. Restructured call center to improve service to members in1999. Decreased Abandonment rate and ASA by 50% in 1999. Finished 2002 with an Abandonment rate of 1.3% and an ASA of 32 seconds. Increased same day issue resolution from 60% to 82% and decreased issues open over 4 weeks by 10%.

EDUCATION:

B.A.Political Science - Public Administration and Personnel Management, Miami University. PHR 1989. SKL Executive Leadership Class XIX graduate 1995. PHM 1998. Indiana Health Producers license; Project Management Certification Music Crossroads Steering committee: Visit Indy MCS liaison Drum Corp International CEO Selection committee Day Nursery 2013

ORGANIZATIONS:

OTHER EMPLOYMENT: Human Resources related ( 08/83 to 09/94)


MH HEALTHCARE,Inc. Employment/Employee Relations Manager , ADVO, INC., Regional Human Resources Manager; MSE CORPORATION, Human Resources Manager; CONTINENTAL TRAINING SERVICES, INC., Corporate Employment Manager; INDIANA DEPARTMENT OF HIGHWAYS, Career Employment Officer and Employee Relations Office