Elyse Welsh | Linktree

Microsoft Certified: Azure AI Fundamentals

Accomplished and versatile leader with over 7 years of progressive experience designing and managing impactful initiatives within the healthcare industry. Expert in steering cross-functional teams to enhance patient engagement, optimize operational workflows, and drive business growth. Proven ability to translate complex data and business needs into actionable technical requirements, fostering a culture of continuous improvement through evidence-based management and agile methodologies.

About Elyse

Resolved all customer issues in a timely manner to uphold corporate-driven satisfaction guarantees

Hired, supervised, and evaluated employees while maintaining records to track performance and improvement


Customer Service Manager at Sears Home Services from June 2009 to December 2012

Assisted members and providers from all lines of business with insurance issues 

Trained and mentored new representatives

Customer Service Concierge at UPMC Health Plan from July 2013 to April 2017

Owned and optimized the end-to-end member communications experience for over 50,000 members across three health plans, ensuring clarity, timeliness, and regulatory compliance

Oversaw program budgets, vendor relationships, contracts, and negotiations on behalf of clients

Consulted on the implementation of new customer communications software, influencing product strategy and gaining executive buy-in to centralize and automate fulfillment processes

Instructed SQL Reporting 101 training

Member Outreach Manager at UPMC Health Plan from January 2020 to November 2021

Produced, audited, and automated audience lists for member advertising and health-improvement campaigns across Oracle, SQL Server, and Snowflake databases

Acted as the subject matter expert on the marketing fulfillment process, creating key training and onboarding documentation for the department and partner teams

Mapped and documented complex data transformations to reduce errors and improve campaign setup time

Member of Document Strategy Forum Advisory Board (DSF '22)

Database Campaign Analyst at UPMC Health Plan from November 2021 to August 2022

Directed the workflow of a cross-functional development team, ensuring technical deliverables met clinical and business stakeholder standards

Facilitated large group retrospectives that clarified team roles during an agile transformation, leading to an increase in workflow efficiency

Guided the Architecture team in creating Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to establish and measure clinical application reliability

Wrote, prioritized, and tracked roadmap items, epics, features, and stories to advance business and technical objectives

Fostered a culture of continuous learning by creating a departmental "Learning Opportunities" repository to leverage feedback for process and tool improvement

Clinical Product Analyst at UPMC Health Plan from August 2022 to June 2024

FLUXFLUENT

Deliver data-driven consulting for small businesses, analyzing operational workflows to provide strategic recommendations to create positive impact (e.g., more robust cash flow tracking and faster inventory management processes)

Analyze client experience to identify skill gaps for desired job positions, recommending courses and projects to fill them, leading to significant career advancement and salary increases of up to 40%

Consultant at FLUXFLUENT from June 2024 to Present

Diploma in Funeral Service and Embalming

Professional Agile Leadership™ - Evidence-Based Management™ (PAL-EBM)

Experience

Championed the voice of the member by redesigning the Customer Service Satisfaction Survey feedback loop, translating qualitative and quantitative data into actionable insights

Assessed and reported on the performance of all major health plan departments using SLAs and KPIs for executive leadership and external clients

Introduced and developed real-time Power BI dashboards to inform leaders of department performance and drive data-driven decisions

Operations Analyst, Intermediate at UPMC Health Plan from April 2017 to January 2020

Education

Bachelor of Arts in Business Administration

Graduate Certificate in Leadership and Organizational Change

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Certifications

Certified ScrumMaster®

Certified SAFe® 6 Practice Consultant

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Elyse Welsh

Pittsburgh, PA

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