Gregory Kirby

About Gregory Kirby

As an experienced Health Care Executive, I\'m a passionate data-driven and accomplished professional that thrives in aligning organizations, customers, and teams to execute operational strategies to drive growth and success. Through varied corporate operational experiences, I have been engaged in developing and leading high-performing organizations in dynamic business environments that have consistently utilized innovative and practical cost-efficient strategies to achieve the attainment of positive, profitable results.I’ve attained success by being a thoughtful leader who inspires and motivates teams to identify issues, implement solutions, and create additional improvement and growth opportunities. I value leadership that develops, fosters and cares for individuals while forming an inclusive and collaborative organizational culture featuring a strategic and analytical mindset.Some notable accomplishments from my most recent work include: Establishing a survey focusing on service delivery performance from the voice of the customer thereby concentrating continuous improvement efforts on clear deficiencies leading to definitive advancements in delivering world-class customer service Creating multiple capabilities to address operational needs including: a comprehensive information resource site for thousands of internal users, a service experience dashboard with analytics to allow for “know before you go” customer relationship management information and an operational rework identification dashboard leveraging predictive analytics Leading a sizable organization with its efforts in improving efficiency, productivity and quality while reducing its cost structure by $22M over 4 years. This was achieved by leveraging process flow automation, business process outsourcing, process improvement, organizational integration and analytics advancement. My Core Competencies Include- Strategic Planning & Execution - Service Operations - E2E Quality & Process Improvement - Customer Experience Improvement - Customer Relations - Technology Advancement - Operational & Capital Budget Management- Organizational Design & DevelopmentI am pursuing a leadership or consulting role with organizations in need of my talent, experience and expertise. Please feel free to contact me directly through my profile or at g••••••••@twc.com.

Experience

1. Director, Strategic Alignment

   Humana

   Feb 2016 — Present

   Lead a provider service organization in advancing strategic relationships with external providers and internal partners while ensuring the delivery of high-quality service. This effort is led by service liaisons who foster positive relationships and experiences for thousands of healthcare providers who deliver care to millions of Humana members. Through engaged relationships and connections, focus is applied to identifying and driving service delivery improvements as well as advancing capabilities to understand and advance the provider experience. Notable achievements are:Align team resources to identify and address the drivers of incorrect claim submission errors by providers over 3 years resulting in a better customer experience and $14M in cost savings.Foster cost efficient business-led development and enterprise utilization of a low-code issue management platform, leveraging data analytics to gain insights for the improvement of 6 organizations service issues resulting in reduced customer friction and advanced performance productivity.Achieve world-class (>90%) survey engagement scores from associates over entire tenure due to accountable, collaborative and transparent organizational leadership by ensuring they were well-connected to the strategy, passionate about improving the customer experience and entrusted a team culture.

Education

• Miami University

  B.S., Accounting, Finance

Skills

• Leadership
• Employee Benefits
• Process Improvement
• Long-Term Care
• Business Process Improvement
• Underwriting
• Provider Relations
• Life Insurance
• Disability Insurance
• U.s. Health Insurance Portability and Accountability Act (Hipaa)
• Management
• Team Building
• Working with Brokers
• Hipaa
• Medicare
• Health Insurance
• Brokers
• Managed Care
• Claim
• Insurance