SENIOR MANAGEMENT: OPERATIONS/ADMINISTRATION
HEALTHCARE/INSURANCE EXPERTISE

PROFESSIONAL PROFILE

Broad, hands-on executive management professional with significant experience in
operations, management, contract negotiation and team collaboration in often
highly charged environments. As Director, Managed Care and Physician Billing for
the largest Pediatric Primary Care network in the country developed a cohesive
and responsive administrative unit made up of a staff of 44 that bills and
collects in excess of $85M in revenue annually with a budget of $2.5M. Additional
demonstrated expertise establishing and maintaining business relationships with
contracted Managed Care Organizations over 3 states that includes group physician
contracting, fee negotiation and coordination of operational managed care
policies. Prior diverse assignments as Manager, Enrollment Services, and
Operational Management roles for several of the largest Insurance Companies and
Blue Cross Organizations nationally. BA in Communications, Temple University.
Lives in the Philadelphia metro area and free to travel as needed.

Customer Service ] Project Management ] Revenue Maximization ] Systems
Integration ] Process Improvement ] Strategic Analysis/Planning ] Staff
Development/Leadership


SELECTED ACHIEVEMENTS

• Directed large membership and operational support organizations which included
sophisticated call center environments in the Healthcare, Insurance and Consumer
Services industries working for 3 Managed Care Organizations in customer service
and enrollment including the two largest in the region. Independence Blue Cross &
Prudential Health Plan. 

• Led and managed staff and issues across a large multi-business line service
organization including effective collaboration with internal and external
stakeholders with direct responsibility for 5 distinct enrollment teams that
interfaced with Member Services, billing and fulfillment services. Independence
Blue Cross (IBC)

• Established, implemented and managed effective work processes within a large
hospital organization structure including the ability to effectively deploy and
execute change management disciplines and business and organizational
initiatives. Children’s Hospital of Philadelphia (CHOP)

• Successfully managed medium to large operational departments of 150+ staff
members as a Business Process Owner exhibiting outstanding leadership, motivation
and performance coaching skills. CHOP

• Developed and spearheaded the “blue sky” approach to process re-engineering
especially involving large, high volume enrollment, membership and billing
operations where systems implementation and integration contributed to effective
end-to-end transaction processing. New York Life & CHOP




WILLIAM OLIVER PAGE 2


PROFESSIONAL EXPERIENCE

THE CHILDREN’S HOSPITAL OF PHILADELPHIA (CHOP) PHILADELPHIA, PA 1998 TO PRESENT
 World renowned Children’s Hospital and Research Center
Director, Managed Care and Physician Billing
Responsible for all start-up activities and ongoing management of CHOP’s
Physician Billing operation involved in the Primary Care and Behavioral Health
billing, collections and customer service.
• Provided for the clinical services of over 230 physicians in 40+ locations
with billings in excess of $120M and collections over $85M.
• Implemented a new enterprise-wide scheduling, registration, bed management and
billing system in 2007.
Manager, Ambulatory Managed Care
Established and maintained business relationships with 60+ contracted Managed
Care Organizations (MCO) on behalf of the Primary Care Network.
• Responsibilities included group physician contracting and fee negotiation.
• Provided overall development and coordination of operational managed care
policies.

INDEPENDENCE BLUE CROSS (IBC) PHILADELPHIA, PA 1996 TO 1998
 Largest Regional Health Insurance and Managed Care Network
Manager, Enrollment Services: IBC & AmeriHealth Insurance Company
Headed up membership enrollment activities for over 1.5M members with a staff of
60.
• Accountable for stringent productivity and quality goals. Monitored inventory
levels and new account activities to achieve both departmental goals and client
expectations.
• Initiated process improvement enhancements to increase productivity and
quality.

NYL CARE HEALTH PLAN (FORMERLY NEW YORK LIFE) WAYNE, PA 1995 TO 1996
 National Insurance Company and Managed Care Plans
Manager, Operations: NYL Care of Atlantic Region
Responsible for the implementation and oversight of a newly created Member
Services Department involving the recruitment of staff, development of policies
and adherence to customer service standards.

THE PRUDENTIAL INSURANCE COMPANY OF AMERICA HORSHAM, PA 1987 TO 1995
 Global Insurance Company and Healthcare Service Organization
Operations Manager; The Prudential Health Care Plan, Inc.
 
Project Coordination: Group Claims Methods and Control
• Responsible for the local PruCare plan member services activities, provider
fee analysis; electronic data interchange (EDI) initiatives and provider database
input.
• Recruited, interviewed and hired personnel in the regional group health plan
headquarters including orientation and on-site job fair and college events.
• Monitored claim system activity for possible fraud and abuse, and on-site
hospital billing audits.

EDUCATION

BACHELOR OF ARTS (BA) COMMUNICATIONS TEMPLE UNIVERSITY 

Epic Systems Masters Certification—Revenue Management
Health Insurance Associate (HIA) designation