Rachael Frank

About Rachael Frank

Healthcare operations executive specializing in building and scaling high-performance member services organizations across Medicare, commercial, and government populations. Over 8 years, I\'ve led contact center and enrollment operations through some of the fastest-growth periods in digital health — growing member populations from to in a single year, scaling teams by 400%, managing up to 90 FTE across internal and BPO models, and maintaining 87%+ CSAT scores across member populations. My work sits at the intersection of people, process, and technology — deploying AI-integrated automation, Salesforce-enabled workflow redesign, and KPI governance frameworks that reduce cost-to-serve while elevating member experience. I\'ve managed complex multi-population operations spanning Medicare Advantage, Direct-to-Consumer, commercial B2B/ASO plans, and a U.S. Department of Veterans Affairs federal pilot program. I\'m known for being a hands-on operator who can build the strategy and execute it — comfortable in the weeds of daily performance while architecting the long-term service model. I build teams that scale, cultures that stick, and systems that deliver.Currently serving as Director, Patient Growth at Strive Health, a national value-based care organization, where I oversee enterprise enrollment strategy and cross-functional growth operations across Medicare and commercial markets.

Experience

1. Director, Patient Growth

   Strive Health

   Oct 2025 — Present

   Lead enterprise enrollment, call center, and member growth operations across multi-state Medicare and commercial markets for a national value-based care organization. Govern workforce capacity, productivity standards, and enrollment infrastructure aligned to enterprise expansion goals. Exceeded quarterly enrollment targets by 100%+. Architecting Salesforce-enabled workflow redesign and KPI governance models improving operational transparency and executive decision-making. Establishing career architecture and succession pathways to strengthen leadership bench and long-term organizational stability. Partner cross-functionally with Product and Technology leadership to integrate operational insights into platform enhancements and member experience optimization.

Education

• San Francisco State University

  Bachelor of Science (B.S.), Kinesiology and Exercise Science

  2005 — 2010

• San Francisco State University

  Bachelor of Applied Science - BASc, Kinesiology and Exercise Science