Adam Lefebvre

Director, Process Improvement @VNS Health

New York, NY, US

Developed and spearheaded strategy to foster a member-centric culture in the Health Plan, improving engagement, retention, and contributing to a 20% reduction in voluntary disenrollment from Medicare plans between 2023 and 2024Led member journey mapping to design the ideal state vision for member experienceImplemented a quality program across 12 member-facing teams (~600 employees), optimizing call audits, call calibrations, member feedback, and trainingDeveloped Member Experience behavioral standards aligned with organizational values, and created change management plan to ensure broad adoption Led the authorizations improvement initiative to transform the user experience through self-service tools, automation, and workflow simplificationLed teams throughout the organization in process improvement initiatives including:o Health Plan end to end authorization process, resulting in a 51% reduction in calls & 50% reduction in grievances for DME/supply issues, and 1 day reduction of TAT o Standardized HR Complaints & Grievances process across all lines of business, enhancing, tracking, and transparencyo Redesigned Hospice patient & caregiver calls triage process, ensuring timely responsesDesigned, taught and coached 60+ Supervisors, Managers and Directors in a 4-course Lean Six Sigma series to cultivate internal process improvement expertise

Duquesne University

Master of Physical Therapy