Michelle Bertok

About Michelle Bertok

Enterprise transformation leader with 18+ years at UnitedHealthcare driving large‑scale operational, digital, and experience improvements. Proven at translating enterprise strategy into measurable outcomes through cross‑functional execution, executive influence, and disciplined program leadership. Experienced in modernizing platforms, delivering multi‑million‑dollar savings, and aligning technology, operations, and analytics to drive efficiency, experience, and enterprise value. Enthusiastic about advancing operational excellence through AI-driven innovation and scalable solutions.

Experience

1. Senior Director, Core Operations

   UnitedHealth Group

   Apr 2022 — Present · Riverside, CA, US

   Provide senior leadership oversight for Program Analysis and Operations Solutions, serving as a centralized capability supporting enterprise initiatives across UnitedHealthcare.• Lead multiple functions including resource management, process improvement, and ownership of the ServiceNow Operations Solutions platform, enabling scalable, standardized execution.• Drove $1M in annual labor savings through automation and process modernization.• Oversee a $1.2M annual budget supporting platform development and ongoing maintenance, ensuring disciplined investment and value realization.• Responsible for the expansion of digital solutions that modernize business processes, reduce redundancy and risk, and improve the end-to-end employee experience.• Led the AI Adoption Team for Business and Product Analysts, establishing governance and responsible, value driven practices to integrate AI into business and product analysis workflows.• Manage a shared business and product analysis resource model, supporting top UHC priorities including AI Adoption, Claims Automation, and Quality Improvement initiatives.• Voice for innovation and process improvement, partnering with leaders across functions to align solutions with broader organizational goals.

Education

• University of La Verne

  Bachelors, Organizational Leadership

  2004 — 2006

• California Baptist University

  Master of Science, Counseling Psychology

  2006 — 2008

Skills

• Training
• Risk Management
• Team Management
• Quality Assurance
• Process Improvement
• Change Management
• Leadership Development
• Strategic Planning
• Employee Relations
• Vendor Management
• Insurance
• Program Management
• Call Centers
• Performance Management
• Employee Training
• Operations Management
• Customer Service
• Business Process Improvement
• Software Documentation
• Project Management
• Leadership
• Management
• Team Building
• Coaching