LashLeadershipBrochure2017-Final-Online

Lash Group Leadership

OPPORTUNITY
A favorable or beneficial combination of circumstances, suitable occasion or time; the
right moment to take action toward a definite goal. An opening, a chance, a break helping
you get to the next step.
Opportunities for growth/development never cease to present themselves at Lash
Group. It’s time to take advantage of the many tools available to Associates and own your
own career journey.
READY? SET? GO!!
Lash Group Careers: How do I get there from here?
As a result of feedback received from both
Engagement and Best Places to Work surveys,
Associates revealed an increased interest in
advancement opportunities, specifically career
pathing. From that feedback, we created this
Leadership Brochure to showcase various career
paths available at Lash Group.
perspectives (Financial Performance, Customer
Experience, Internal Process Improvement and
Organizational Readiness, Learning & Growth).
Developing strong and effective leaders who
drive and support our strategy and who strive for
operational excellence is critical for Lash Group to
achieve our strategic plan and vision.
This Leadership Brochure was created with the
purpose of providing valuable career-planning
insight from a selection of Lash Group leaders.
These leaders have shared their personal
aspirations, strategies, and insights, which helped
them professionally develop in their roles. In turn,
we encourage Associates to utilize this brochure as
a career-pathing tool to navigate their own careers.
The individuals in this brochure represent only a small
selection of Lash Group’s many great leaders who
work diligently to support Lash Group’s Vision2020
strategic plan. Vision2020 focuses on transforming
our company to ensure that our service model and
people, process and technology capabilities enable
us to continue to be the leader in the patient support
services industry and to meet the needs of patients,
clients, and providers. Our company’s strategic plan
is supported by Lash Group’s Strategy Roadmap
In the pages following, you will see each leader’s
career journey containing promotions and
accomplishments, educational credentials, skills
gained, and advice that has helped them along the
way. More importantly, our leaders have shared
key attributes of their roles which not only identify
what knowledge and skills are needed to assume a
leadership position, but also emphasize that there
really is not one straight path to success at Lash
Group. Through their profiles, these leaders share
that taking positive steps to further develop in any
direction will add value to Lash Group and position
you for advancement.
We hope you enjoy learning more about our leaders
and find their insights helpful as you look towards
and plan your own career journey at Lash Group or
within our parent company, AmerisourceBergen!
- 2 -

Lash Group Core Competencies
In addition to possessing the right
skills/knowledge for their roles, our
leaders have also demonstrated a
high proficiency level in our new
Lash Group Core Competencies,
the foundation of this Leadership
Brochure.
Competencies are observable ways
we embrace our vision, mission,
and values. As an organization, we
believe these performance-based
Competencies not only drive the
success of our business, but they
also foster outstanding performance
-- ultimately optimizing overall
potential.
The Lash Group Core Competency Wheel is included above which showcases how our core competencies
complement our Areas of Accountability and Core Values. As you preview this brochure, whether at the
Associate or Manager level, we encourage you to become familiar with these key behaviors which drive our
overall business as you look for opportunities to develop and advance. Remember that success at Lash
Group starts with you!
Core Competency Definitions
•§
Build Effective Teams: Build high performing teams that apply their diverse skills and perspectives to
achieve shared productivity and customer satisfaction goals
•§
Business & Financial Acumen: Understand and apply business and market knowledge to advance
organizational goals. Interpret and apply understanding of key financial indications to make better informed
business decisions
•§
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear
understanding of the unique needs of different audiences
•§
Develops Self & Others: Developing self and others to meet both career and organizational goals
while actively seeking new ways to grow and be challenged using both formal and informal development
channels
•§
Drives for Results/Productivity, Plans & Aligns: Can be counted on to achieve goals; steadfastly
pushes for results; demonstrates a bias for action against priorities; is attentive to and manages process,
progress and results; bottom-line oriented
•§
Organizational & Strategic Agility: Maneuvering comfortably through complex organizational dynamics
while seeing ahead to future possibilities and translating them into breakthrough strategies
- 3 -

Table of Contents
Jamie Carter
Senior Director, Patient Services Portfolio Owner ..............................................................................5
Barbara Whitten
Senior Director, Business Solutions ...................................................................................................6
Derek Cothran
VP and Lead, Strategic Account Management ...................................................................................7
Shishir Desai
Senior Director, Client Analytics .........................................................................................................8
Dana Edwards
Vice President, Commercial Operations ............................................................................................9
Morris Lumpkin
Vice President, Customer Experience (CX) .....................................................................................10
Kristy Blackwelder
Director, Client Transitions ................................................................................................................11
Terry Satcher
Director, Client Operations ...............................................................................................................12
John Kim
Operations Manager .........................................................................................................................13
Jacquelin Lopez
Quality Assurance Manager, Clinical Services and TheraCom Specality Pharmacy ........................14
Gerald Fong
Program Manager, Operations ..........................................................................................................15
- 4 -

Jamie Carter
Senior Director, Patient Services Portfolio Owner
Responsibilities consists of:
•§
Lead the Business Services workstream for Project Fusion
•§
Oversee the requirements gathering and system design process for Lash
Group’s service offerings: Access, Affordability, and Engagement
•§
Creation of Lash Group’s Business Governance structure which will
establish a clear decision making process, criteria, and accountability
structures, ensuring that business, technology, and data changes support
Lash Group’s business goals and strategy.
•§
Oversee the BI (Business Intelligence) and Analytics workstream to
ensure new capabilities and enhancements scale efficiently, meet future
business needs and integrate with ABC data sets.
External work history prior to Lash Group:
•§
Transportation Security Administration
Personality traits that contributed to
your success:
•§
Attitude: Certainly not everything goes
my way, but I do feel as if we all have
an opportunity to make the best out of a
situation. People want to work with others
that stay optimistic and positive.
•§
Preparation, Determination and Respect:
I have played sports all my life and
contribute many of my learnings along the
way to athletics. In addition, a coach has
to prepare, motivate and lead a team. If
you truly want to lead a team, they have to
respect you.
•§
Passion: I truly love helping people, and
I know the work we do every day makes a
difference in people’s lives. This passion
allows me to work each day for a purpose.
Career path at Lash Group:
•§
August 2004-March 2005: Program Support Specialist, Data Intake
•§
March 2005-October 2006: Assistant Manager, Data Intake
•§
October 2006-March 2009: Manager, Data Intake
•§
February 2007-March 2009: Manager, Shared Services (Operations)
•§
March 2009-July 2013: Product Consultant, Product Strategy
•§
July 2013-October 2015: Director, Product Strategy
•§
October 2015-Present: Sr Director, Patient Services Portfolio Owner
Career achievements which furthered your success:
•§
Division winner for the AmerisourceBergen Specialty Group Vision Award
in 2014
•§
Division winner for the AmerisourceBergen Consulting Services Values
Award in 2011
•§
Certified Scrum Product Owner (CSPO)
•§
8 years of experience with Waterfall and Agile methodologies
•§
AmerisourceBergen’s Leadership Program
Career aspirations:
•§
When I think of career aspirations, I do not think of job titles or positions.
I tend to focus on roles that interest me, challenge me, allow me to grow
and provide purpose. What is this job in the future? I am not sure, but I
know that we work in an ever-changing industry and the need to adapt to
and influence the industry the is key. Today, I am focused on integrating
our people, processes and technology through Project Fusion. I am
excited to see where this journey takes Lash Group and how much I learn
in the process from such a unique opportunity.
Advice to associates:
•§
Get things Done… Knowledge and intelligence are both useless without action! Take action, learn from the outcome, and
repeat this method over and over again. We learn when we succeed, and we learn when we fail.
•§
Don’t “stick to the agenda” too much: Meaning, know how to be flexible and adapt. This goes for things you tackle daily, but
also from a career perspective. Keep your mind open to new opportunities. It is great to have a plan, but know that plans
change and be flexible (and strong) enough to deal with it.
- 5 -

Barbara Whitten
Senior Director, Business Solutions
Responsibilities consists of:
•§
Facility Management of all Lash Group offices
•§
Growth Strategy to support Lash Group’s current space availability and
long term strategy
•§
Owner and responsible for the execution of our Business Continuity Plan
•§
All external and internal correspondence (Mailroom)
•§
Graphic design support
•§
Client and Team meeting logistics
•§
Remote Work Program Administration
•§
Annual Reverification Space Planning
External work history prior to Lash Group:
•§
I worked in the property casualty insurance business. My career has
predominately been in Accounting, Finance, and IT Finance.
Personality traits that contributed to
your success:
•§
Integrity
•§
Work Ethic
•§
Strive to provide the highest quality /service
product
•§
Genuinely care about people and their
success
Career path at Lash Group:
•§
I started with Lash Group in August 2008 as a Sr. Manager of IT Finance
reporting to the CIO
•§
After about 2.5 years I was promoted to the Director of Strategic
Sourcing/Vendor Management
•§
After another 2 plus years I started in the position of Sr. Director of
Business Solutions
•§
My career at Lash has definitely been comprised of cross functional
promotions. I started in IT then moved to Finance and now I am in
Business Solutions.
Career achievements which furthered your success:
•§
BS degree in Finance
•§
Six Sigma Green Belt certification
•§
Telecommunications Analyst certification
Career aspirations:
•§
At this point in my career, I aspire to be in a position where I bring
consistent value to the organization.
Advice to associates:
Do something you love and you will be successful. Always
strive to be authentic and true to yourself. Be open to people
differences. Stay on the path of continuous growth and read,
read, read!
- 6 -

Derek Cothran
VP and Lead, Strategic Account Management
Responsibilities consists of:
•§
Strengthen and grow partnerships with existing clients
•§
Create strategic plans between Lash Group and our partners
•§
Collaborate with internal groups to deliver the best customer experience
•§
Identify growth opportunities between ABC companies
•§
Support and facilitate growth of the Strategic Account Management team
External work history prior to Lash Group:
•§
Consultant at a top 10 account and consulting firm
Career path at Lash Group:
•§
Started as reimbursement consultant in 2003.
•§
Moved through various operational management roles to become Director
in 2007.
•§
Moved from VP of Operations in 2014 to VP, Strategic Account
Management.
•§
Became VP and Lead, Strategic Account Management in April 2016
Career achievements furthered your success:
•§
Master of Health Administration 2001.
•§
Specialized skills include cross-functional and cross-company knowledge,
public speaking, and niche area of expertise in hub and specialty
pharmacy operations.
Personality traits that contributed to
your success:
•§
Versatility and approachability.
Career aspirations:
•§
Never get outworked or become unfocused. The rest will fall into place!
Advice to associates:
Working at 101% (or even 100%) effort every day will get you
way ahead over time.
- 7 -

Shishir Desai
Senior Director, Client Analytics
Responsibilities consists of:
•§
Management and oversight of the Client Analytics Team which is split
into three functions - Consulting & Insights, Advanced Reporting, and
Innovation & Data Science.
•§
Identify needs and develop advanced reporting solutions to help our
clients achieve success
External work history prior to Lash Group:
•§
Analytics & Business Intelligence Consulting
•§
Guardian Insurance
•§
Hearst Corporation
•§
Wells Fargo (Wachovia, at the time)
Career path at Lash Group:
•§
Senior Analyst, Reporting Services & Support
•§
Manager, Business Intelligence Design
•§
Manager, Reporting & Analytics Consulting
•§
Senior Manager, Reporting & Analytics Consulting
•§
Director, Client Analytics
•§
Senior Director, Client Analytics
Personality traits that contributed to
your success:
•§
Calm in all situations (never get rattled)
•§
Strategic nature (always understand the
big-picture)
•§
Results-focused
•§
Accountable
•§
Reliability and consistency
•§
Desire to consistently grow my skill set
•§
Combination of business knowledge with
tech savvy
•§
Strong communication skills
•§
Supportive
•§
Humility and honesty
•§
Enjoys life
Career achievements which furthered your success:
•§
Bachelor’s degree in Information Science & Technology from
Pennsylvania State University
•§
Certification in Process Mining (Advanced Analytics)
Career aspirations:
•§
Executive leader of an organization’s advanced analytics (data science),
data consulting, and reporting organization
•§
Shape the advanced analytics (data science), data consulting, and
reporting organization to analyze robust data sets, which includes the
integration of 3rd party data sets, to generate insights to help shape
healthcare delivery in a way that improves the experience for patients &
providers.
Advice to associates:
•§
Seek out mentors, and don’t be afraid to ask questions of mentors and your peers
•§
Never get complacent; consistently push yourself to grow your skill set
•§
“Stay humble, but know your worth”
•§
“Let your results do the talking for you”
•§
“Talk is cheap if you don’t deliver”
§
• “Live life to the fullest and never look back with a single regret; you need to trust
your decisions and choices in life”
•§
“Hindsight is 20/20, so make sure you learn from your past success and failures”
- 8 -

Dana Edwards
Vice President, Commercial Operations
Responsibilities consists of:
•§
I lead a portfolio of operational business units providing patient support
services including reimbursement hotlines, patient assistance programs,
co-pay assistance, and adherence services for a range of physician
administered and self-administered products.
External work history prior to Lash Group:
•§
Before joining Lash Group, I completed a hospital internship, assisting
with preparations for a survey by the Joint Commission on Accreditation
of Healthcare Organizations. I gained additional regulatory and
compliance experience by working in a manufacturer’s environmental
health and safety department.
Career path at Lash Group:
•§
Lash Group has had amazing growth since I’ve joined, and I’ve been
fortunate to grow with the company.
•§
I started in 1998 on the Program Support Team (currently known as the
Data Intake Team).
•§
I was promoted and made several lateral moves through reimbursement
counselor roles across programs supporting different types of products
and then moved into operations management in 2000 as an Assistant
Manager.
•§
I continued to grow in my management career by taking on new program
launches, bigger teams and grew through the ranks from Program
Manager to Senior Manager and onto a Director role in 2004.
•§
As a Director, I continued to grow my portfolio of programs and was
promoted to Senior Director in 2007.
•§
I was promoted into my current role as Vice President, Commercial
Operations in 2011.
Personality traits that contributed to
your success:
•§
Being results driven, your success is
defined by your business results.
•§
Being resilient, you will experience setbacks
– you have to pick yourself up and
move on.
Career achievements which furthered your success:
•§
B.S. in biology with a concentration in public health and medical
microbiology from Virginia Tech
•§
AmerisourceBergen Specialty Group Vision Award for Lash Group
•§
Charlotte Business Journal Women In Business
Career aspirations:
•§
I look forward to leveraging my expertise and experience in patient
services to expand my job roles within Lash Group or ABC.
Advice to associates:
Favorite quote: “Keep your attention fully in the present
moment and simply make the decision to do the very best that
you can in every given situation.” Richard Carlson
- 9 -

Morris Lumpkin
Vice President, Customer Experience (CX)
Responsibilities consists of:
•§
Fusion workstream owner for Client transition strategy & planning
•§
Fusion organizational readiness strategy & tactics specific to governance,
internal/external engagement, training curriculum and role alignment
•§
CX lead for Lash Group working to infuse CX methodology and discipline
across organizational functions
External work history prior to Lash Group:
•§
Lash Group was basically my first “grown-up” job. After finishing my
degree at James Madison University, I held a marketing internship for the
1994 World Cup, then moved to Charlotte and started looking for work.
After a few “odd jobs” through a temp agency, I was hired on March 1,
1996 at Lash Group- working on Program Support.
Personality traits that contributed to
your success:
•§
Humility
•§
Loyalty
•§
Knowing what I don’t know…and not afraid
to admit that and ask questions for clarity
•§
Optimistic
•§
Team-oriented
Career path at Lash Group:
•§
1996-1997: Program Support
•§
1998-2000: Reimbursement Counselor/Consultant
•§
2001-2004: Manager/Sr. Manager, Operations
•§
2005-2008: Director, Operations
•§
2009-2011: Director, New Business Development
•§
2012-2013: Sr Director, Marketing & Sales Operations
•§
2014-2015: VP, Client Services: PMO, Client Analytics & Sales Ops
•§
2016 – present: VP, Customer Experience
Career achievements which furthered your success:
•§
Lead the design and launch of the first oral oncology hub program in the
industry
•§
Established Lash Group’s New Business Development and Sales
Operations business unit
•§
Served as Lash Group’s first fully dedicated Business Development
associate
•§
Lead the sales process of many top/long-standing accounts including
Amgen, Bayer, AstraZeneca, Allergan, BMS, and Dendreon
•§
Served on the lead committee that established the Patient Access
Network Foundation
•§
Won Lash Group’s Vision Award in 2008
Career aspirations:
•§
To serve as a leader in Lash Group’s Business Transformation efforts
allowing us to strengthen our position as the market leader and serve
patients & clients in new ways.
Advice to associates:
•§
As a leader, surround yourself with talented people…and get out of their way!
•§
Change is inevitable….you can either be a victim or a facilitator- your choice.
§
§
• The difference between a boss and a leader: A boss says go- a leader says “Let’s go!”
• Don’t find fault, find a remedy.
- 10 -

Kristy Blackwelder
Director, Client Transitions
Responsibilities consists of:
•§
As part of the Fusion Team I will be participating in the design and
configuration of the new CRM and Portals and will be leading the client
transitions from their existing to new platform.
External work history prior to Lash Group:
•§
Lash Group was my first job out of college and has been a great company
to grow and build a career with over the past 15 years.
Career path at Lash Group:
•§
I started on Data Intake (at the time called Program Support) which
allowed me to learn our business from the ground up.
•§
After Program Support, I moved into various counselor roles on several
programs which allowed me to gain a strong understanding of the
Reimbursement, PAP and Copay landscape (Risperdal PAP, Oncology
Specialty Group, Independence Technology, PANF and AccessOne).
•§
I then moved through Operations Management roles launching the Pfizer
Bridge Program, transitioning and consolidating J&J business from San
Francisco to Charlotte into the JNJ Hotline, launching the Manufacturer
Sponsored Copay Program and launching Lash Group’s first Salesfore.
com database for Amgen. During this time I gained valuable client,
operations and project management experience.
•§
My understanding of our business and love of technology then led me to
Product Strategy where I focused on client transitions and also traveled
with New Business Development to highlight our capabilities. During this
time I was also part of the Lash/TheraCom Integration Team.
•§
I then moved back to Operations as a Director for AccessOne, where I
was able to leverage my prior experience with J&J and program launches
as we brought together the first legacy Lash Group and TheraCom CRMs
to be displayed on both Provider and Reporting Portals.
•§
My career journey has allowed me to experience first-hand what an
amazing opportunity we have ahead of us with Fusion, and I’m excited to
be part of the team working to build the next generation CRM and Portals.
Career aspirations:
•§
There are so many different areas of our business, so many great people
to learn from, and so many opportunities to take advantage of at Lash
Group. I’m excited to continue to grow within the company and hope to
continue to advance within the organization.
Personality traits that contributed to
your success:
•§
I’m hardworking, dedicated, and a team
player. I would say my success has come
from the great team members I’ve had the
opportunity to work with over the years.
I’ve hired people smarter than myself and
have learned so much from them, and I am
constantly learning from my peers and the
senior leaders within the organization. To
quote Henry Ford, “If everyone is moving
forward together, then success takes care
of itself.”
Advice to associates:
•§
Set goals, take chances, and go for it.
§
§
§
• Life is 10% what happens to you and 90% how you react to it. – Charles R. Swindoll
• You are never too old to set another goal or dream a new dream. – C.S. Lewis
• If you always do what you’ve always done, you’ll always get what you’ve always gotten. –
Anthony Robbins
- 11 -

Terry Satcher
Director, Client Operations
Responsibilities consists of:
•§
My key responsibilities are assisting programs in the launch phase as well
as facilitating the operational aspects of clinical programs.
•§
I have launched and managed several adherence programs, multiple
nurse educator programs, and a REMS (Risk Evaluation & Mitigation
Strategy) program for different pharmaceutical companies in various
therapeutic areas. I actually love all the many parts of the launch
processes and bringing all the puzzle pieces (e.g., system, telecom,
reporting, etc.) together for a successful launch.
External work history prior to Lash Group:
•§
AstraZeneca- I worked for 15 years in various capacities including project
manager for the design of original patient education, customer liaison for
patient education needs/requirements, and was an authority in regulatory
and compliance issues.
•§
My experience includes planning, developing and implementing customer
operational strategies, business process reengineering efforts, call center
management, business intelligence, contact center desktop applications,
implementation, training, billing, and managing all aspects of client
relationships.
Career path at Lash Group:
•§
I started as a Program Manager in November in 2007.
Career achievements which furthered your success:
•§
My bachelor’s degree in Visual Communications was not from a
creative standpoint, but from my love of systems, databases, and the
understanding of how to use the software.
•§
My knack to be an interpreter between IT and the business has allowed
me to help nurses articulate what is not working with their systems and
also help managers verbalize what they need for their system to work
as desired. My experience helped me lead work streams during the
implementation of URAC accreditation and has continued as lead for the
URAC Cores surrounding Business Continuity, Telecom Performance
Monitoring/Thresholds, Information Management, and Communication
Documentation.
Personality traits that contributed to
your success:
•§
I attribute any success I have had to my
work ethic that was inherited from my
parents, my ability to see the bigger picture,
and my desire to learn as much about all
facets of the business and the components
that may just touch ABC, our customers, or
the industry.
•§
I also attribute any success to the fact that I
LOVE all aspects of my job!! I have always
enjoyed dealing with multiple projects,
issues, and solving problems/needs at the
same time.
Advice to associates:
The best advice I could give to any associate who would like to move
into a role with more responsibility is to learn as much about all facets
of the ABC organization and the pharmaceutical industry to have
greater insight into how the business works. If you only focus on your
one program, you will limit your knowledge base.
- 12 -

John Kim
Operations Manager
Responsibilities consists of:
•§
Oversee all program activities including patient access to therapy, HUB
services, reimbursement services and data feed management.
•§
Identify, develop and positively influence team members
•§
Ensure program quality and compliance is positively maintained through
effective utilization of internal resources and tools.
•§
Bring value to key program stakeholders by offering solutions and ideas
to new initiatives and requirements.
External work history prior to Lash Group:
•§
Aug 2007 – Sept 2010: Regional Pharmacy Technician Supervisor
•§
Sept 2003 – Aug 2007: Head Pharmacy Technician
Career path at Lash Group:
•§
Sept 2010 – Nov 2011: Team Coordinator
•§
Nov 2011 – Oct 2013: Assistant Manager, Operations
•§
Oct 2013 – Present: Operations Manager
Personality traits that contributed to
your success:
•§
Adaptability: The pharmaceutical industry
is quite fascinating – it is fast paced and
constantly changing which requires you
to dynamically adapt to any situation or
scenario.
•§
Strategic: Never approach a problem or task
unprepared – having an appropriate plan or
strategy in mind is the best first step in any
situation or scenario.
•§
Passion: You have to love what you do.
Know that our actions can truly make a
difference in the lives of our patients and
those around us.
•§
Stay cool: Being in leadership may put you
in various situations that are emotionally
charged. As a leader, it is your responsibility
to always stay cool, calm and collective to
reach a sensible outcome in any situation
that may arise.
Career achievements which furthered your success:
•§
Lean Six Sigma – Green Belt Trained
•§
June 2013 – AmerisourceBergen’s Mission, Vision and Values Awards
Nomination
•§
AmerisourceBergen Mentorship Program Mentor
Career aspirations:
•§
I strive to be in a role where I can make the most impact based on my
level of expertise and skillset. In my current role as Operations Manager,
I make the most impact by anticipating and carrying out the needs of
program, team and industry. Eventually, I would like to grow to a senior
leadership role where I can further apply myself in a higher capacity. I
view growth as being a natural progression but never something that is
simply handed down as it must be warranted and proven.
Advice to associates:
•§
Challenge yourself – While each challenge may bring forth various end results, the experience alone is
valuable and worth the effort regardless of the result.
•§
Be competitive – Actions often speak louder than words and sometimes we must prove ourselves as we
may all have the potential but it’s the results and performance that differentiates us.
•§
Respect – Initial respect may be given solely based on our titles alone but it is a fact that respect must
be maintained and strengthen by being an effective leader.
- 13 -

Jacquelin Lopez
Quality Assurance Manager
Responsibilities consists of:
•§
Manage and providing oversight, continued monitoring, trending, and
reporting for clinical and pharmacy program quality management
•§
Quality improvement projects, processes, and management of URAC
accreditation and maintenance.
•§
Represent Lash Group on the National URAC advisory panel
•§
Recorder and a key participant for the Clinical Quality Committee and
participates in the Lash Quality Committee as needed
External work history prior to Lash Group:
•§
I managed operations of a high volume restaurant and over 50
employees where I improved revenue, reduced turnover and increased
customer satisfaction.
Career path at Lash Group:
•§
Feb 2011-May 2014: Program Coordinator, Lash Group Clinical Services
•§
Jun 2014-Oct 2016: Quality Analyst, Lash Group Clinical Services
•§
Nov 2016 - Present: Quality Assurance Manager, Lash Group Clinical
Services and TheraCom Specialty Pharmacy
Career achievements which furthered your success:
•§
B.S. in Biochemistry with a minor in finance, Baylor University May 2009
•§
B.S. in Nursing, Texas Women’s University, Expected August 2017
•§
Lean Six Sigma Yellow Belt Certification, January 2014
•§
Lean Six Sigma Green Belt Certification, January 2015
•§
Registered Health Coach and Chronic Care Professional, December
2015 to support the Thumbprint model
•§
Key leader in Lash Group Clinical Service’s URAC accreditation
(June 2014), accreditation maintenance, and spearheading URAC
reaccreditation (2017)
•§
Designed quality improvement projects, health call center tracking tools,
policies and procedures to increase service delivery turnaround times and
enhance the patient experience
Personality traits that contributed to
your success:
•§
Drive: I pride myself on seeing things
through, getting tasks completed and taking
the lead when necessary.
•§
Communication: I work to communicate
clearly and effectively to everyone,
regardless of title or affiliation, and to listen
attentively.
•§
Flexibility: I understand that we are in an
ever-changing industry, and sometimes
things have to be done in a way that is
different than initially intended.
Career aspirations:
•§
Focus on roles with responsibilities that challenge me and allow further
development in areas that I am passionate about. My current professional
passions include maturing Lash Group’s quality model by utilizing process
improvement methodologies and advising management on how to apply/
utilize data for root cause analysis and strategize action plans to drive
results in constantly changing environments.
Advice to associates:
Complete every task as if you are interviewing for your next role. You never know who is watching and
the next opportunity you will be considered for.
- 14 -

Gerald Fong
Program Manager, Operations
Responsibilities consists of:
•§
Ensure daily program operations are meeting contractual metrics and
adherence to quality expectations
•§
Drive program performance by establishing goals and providing ongoing
coaching and feedback
•§
Manage resolution of client issues and delivery of client reports
External work history prior to Lash Group:
•§
Tennis Warehouse
Career path at Lash Group:
•§
Feb 2009 – Jul 2011: Reimbursement Counselor, Operations
•§
Jul 2011 – Oct 2014: Team Coordinator, Operations
•§
Oct 2014 – Apr 2015: Interim Program Manager, Operations
•§
May 2015 – Present: Program Manager, Operations
Career achievements which furthered your success:
•§
Successfully managed new program launch and ongoing coordination to
ensure program growth
•§
Participated in CRM system and process flow initiative to find efficiencies/
best practices to implement across all programs within company
•§
Re-launched legacy reimbursement and patient assistance program to
increase brand value
•§
Launched and managed unique clinical study program focused on
transitioning clinical trial patients
Career aspirations:
•§
I want to continue to learn about processes or roles that interest me.
These can change as you continue your career, but I want to be in roles
that challenge me and push me to become a better leader. I want to
continue to help others achieve their career goals as well.
Personality traits that contributed to
your success:
•§
Consultative: Bring questions to the
table. When there is a need for process
change or a new initiative, think of different
approaches to solve the need that you
are facing. Use past experiences and
knowledge to determine the best course of
action.
•§
Attitude: We are all going to have days
where it is tough to do what we need to
do. I like to challenge myself on those days
to stay positive and keep pushing forward
because that is life. I believe staying
positive makes a huge impact.
•§
Passion: I love being able to help make a
difference in people’s lives (both patients
that we are assisting and my fellow coworkers).
I want to share my knowledge to
help others get to where they want to go in
their career.
Advice to associates:
•§
Be adaptable – The needs of our patients will change throughout the course of your time
here. Be able to adapt and keep an open mind for new opportunities.
•§
Help others – Use your experience and knowledge that you have gained and help others
continue to grow. We become stronger associates when we are able to leverage our
knowledge to help move others forward.
- 15 -

Where knowledge,
reach and partnership
shape healthcare delivery.