Brook Elkins

PROFESSIONAL CIVILIAN EXPERIENCE

Optum, Colorado Springs, CO

Vice President Provider Client Management, (2018- Present)

• Drafted to lead the Provider Virtual Client Management organization. Provide strategic direction, coordinate operations between divisions, and create a culture of agility and accountability to adjust internal and external conditions. Focused on culture, D&I, growth and cultivating the employee and client experience via trust, respect, innovation, execution, and excellence.

Results and Acknowledgements:

• Serve as the executive contact for Optum360 Providers; develop strategies that cultivate relationships, growth, and innovation for national and regional clients.
• Transformed Client Management operating model applying virtual best practices doubling efficiencies and improving employee experience.
• Partner with healthcare leaders in the Provider market to improve integration via technology and process innovation while improving the Revenue Cycle for clients.
• Responsible for cultivating employee development, growth and engagement for a $150M book of business covering 100 distinct clients.
• Analytics expert: consolidated Human Capital expenditures by 25% while improving results YoY.
• Partner with Sales and the Growth Office to increase opportunities and improve revenue with existing book of business.
• Achieved 9.0 Likely to Recommend in Spring Wave 2020 NPS with a 70% response rate.
• Consistent operations leader backed with proven industry and global award recognition.

Optum, Colorado Springs, CO

Dual Hatted: Sr. Director Operations, Revenue Cycle Product Support, Behavioral Health Back Office and BPO Operations, (2013- 2018)

• Recruited to spearhead the transformation of a domestic help desk/support organization and Behavioral Health Back Office organization (Dual-Hatted Leader). Consolidated support operations into a global/domestic operating model ensuring comprehensive integration of culture, values, operating best practices and procedures throughout every level of the organization.

Results and Acknowledgements:

• Serve as senior leader for all matters pertaining to Optum’s Provider Help Desk and the Behavioral Intake Solutions. Lead an organization of 500+ Domestic, Global Employees and Partner employees serving the Provider and member markets
• Inspirational leader; transformed a failing organization to success. Designed and development the strategy and operational plan to improve client experience while reinvigorating management practices to shape the employee experience.
• Improved Net Promoter Score (NPS) by 40 points; Strategic Partner increase 80 points.
• Expert cross organizational skills. Implemented global efficiency “work-stream”. Effectively reduced Technical support ticket aging and inventory by 50%;
• Re-engineered processes, policies and procedures to differentiate client experience, provide more effective corporate structure, and empowered employees to meet challenging client needs.
• Global thinking leader; developed global support model amidst domestic transformation. Global and Domestic teams exceeded expectations.
• Re-organized ineffective management structure to establish trusting and respectful work environment. Implemented monthly “All Employee” rewards and recognition program; Expected Vital Signs improvement of 40%.
• Define business continuity planning activities ensure six sigma availability for support operations.

Hewlett Packard Corporation, Colorado Springs, CO

Senior Operations Leader /PMO Global Sourcing and Location Strategy, (1999-2013)

• Senior Operations leader; masterfully led internal and Partner Operations for HP Server Support. Directed a multi-million-dollar location program in part of a billion-dollar corporate program exceeding annual cost savings projections of $14M. Developed and delivered global operations and program strategies.

Results and Acknowledgements:

• Senior Operations leader: Led all Partner Operations and Technical Support operations for the HP Server support (800+ Domestic and Global Employees/partner employees).
• Exceeded regional and global on-shoring and near-shoring corporate expectations.
• Developed Regional Location Strategy: Successfully vacated 60 locations and 200K Square Feet.
• Consolidated 5 organizations across 100 locations to 9 core locations in the US, Canada, and Latin America.
• Global Solution Center Liaison for “Americas” employment, real estate, education, and language requirements.
• Delivered Global Business Continuity and Disaster Recovery Program for centers in United States, Canada, Latin America, India, and China.
• Exceeded all Location Strategy goals and objectives.
• Lead presenter for executive level reports, presentations, and analysis within and outside of HP.
• Lead program manager: Real estate transformation. Developed a 10-year plan to accommodate workforce, legal, and technology advancements across the spectrum of real estate needs.

Gateway Incorporated, Colorado Springs, CO (1997 to 1999)

Client Support Manager

• Led team of 30-50 Technical and Senior Technical Professionals engaged in the delivery of client service and technical support.

PROFESSIONAL MILITARY EXPERIENCE

927th Aeromedical Staging Squadron

Chief Operating Officer/Senior Administrator (2020-Present)

• Selected as an 06 Commander to lead peacetime and wartime operations for the 927th Aeromedical Staging Squadron. Operational Executive for all matters related to organizational performance and effectiveness. Established and implemented virtual best practices to ensure mission success and squadron member engagement during COVID pandemic. Immediately aligned organization to civilian industry best practices in cultural awareness, and diversity and inclusion. Improved Employee Satisfaction by 47% in 1 cycle.
• Strategic planning and operations management healthcare services; formulation of master budgets and budgetary allocations; improve productivity measures in the workplace.
• Lead compliance programs to ensure that facilities maintain proper accreditation; create emergency plan for adverse events and unforeseen circumstances; management of outsourced business services and communication with third parties or service providers.
• Management and introduction of technological innovation and overview of RFI and RFP process.
• Plan, direct, or coordinate medicine and health services in hospitals, clinics, managed care organizations, public health agencies, or similar organizations.
• Act as mediator among governing boards, medical staff and department heads to help coordinate the actions of all departments to ensure they function as a whole.

Northern Command Headquarters

IMA to the Command Surgeon (2015 – January 2020)

• Activate joint plans to ensure effective Homeland Defense and Defense Support of Civil Authorities operations. Develop Medical planning factors for N-NC/SG Directorate influence to N-NC CONPLANS, OPLANS, EXORDS and other planning documents.

Results and Acknowledgements:

• Lead Joint Medical Operation Center for COVID-19 response and support; deployed 17,000 medical professionals in support of domestic Force Health Protection and Augmentation of Civilian Care.
• Lead reserve planner VS-18/AS-19; total force mission ready, objectives flawlessly executed.
• Medical Plans & Operations Officer supports N&NC medical planning & operational events, real or man made.
• Reviewed medical capabilities in coordination with DHS, HHS, & VA in support of military operations.
• Augmented Medical Operations Center battle staff operations in support of contingencies & peacetime exercises.
• Developed, refined & analyzed plans to ensure effective HD and DSCA operations were relative to doctrine & ops.
• Deployed VS-19 w/CRG contingency response; flawlessly executed CRG mission SG mission success.

United States Air Force Reserve, Peterson AFB, CO

Deputy Hospital Administrator 302 Airlift Wing, 302 Aeromedical Staging Squadron (2013 to 2015)

• Managed health services activities, including plans and operations, care, human resource management, logistics management, patient administration, budgetary and fiscal management, medical manpower, medical facility management, biometrics, medical recruiting, and aeromedical evacuation. Direct hospital accreditation program and management improvement studies.

Results and Acknowledgements:

• Conduct manpower planning and assignment practices for all staff.
• Develop organizational mission goals and objectives.
• Lead executive management discussions, decisions, and policymaking.
• Partnered with base organizations on Emergency Management Planning, Base Support Planning, Medical Contingency Response Planning, and Deployment Planning.
• Exercise Coordinator: Plans, organizes, facilitates, and evaluates annual exercises including Mass Casualty and Contingency ASF.
• Operational Readiness Inspection Project Lead managed all preparation, planning and readiness.

Southern Command Headquarters

Public Private Cooperation (PPC) Director of Operations (2012)

• Worked closely with all applicable SOUTHCOM directorates and interagency organizations in order to identify PPC opportunities that will further the SOUTHCOM Theater Security Cooperation Support Strategy. Participated in Humanitarian Assistance Exercise planning and development with respect to sustainability; long-term sustainment of schools, clinics, and other humanitarian assistance exercise projects. Participate in disaster relief and other humanitarian /civic assistance activities and exercises.

Results and Acknowledgements:

• Strategic level integration of all private sector and non-governmental organizations into SOUTHCOM theatre exercises.
• Combatant Commander Action Officer; expertly managed event(s) at the 4-star general level; lauded as best action officer.
• US Southern Command Action Officer of the Month, perfectly managed Deputy Assistant Secretary of Defense level program; 1 of 12 to receive award.
• Lead Action Officer Beyond the Horizons Guatemala, created max NGO participation ensuring sustainment post exercise; a direct positive impact to SOUTHCOM’s Intermediate Military Objectives.
• Lead Action Officer Beyond the Horizons Honduras, unprecedented collaboration w/ARSOUTH Surgeon; increased capacity 50%.

United States Military Liaison Office

Deputy Commander, Guyana South America (2010-2011)

• Responsible for the operations, strategic planning and tactical implementation of U.S. led readiness exercises, Caribbean Basin Security Initiative, United States Southern Command’s Inspector General program, Military to Military collaboration, and US Embassy military operational readiness. Directed a staff of 10 employees, partnered with 3000 Guyana Defense Forces personnel, 35 Non-Governmental Organizations and U.S. Interagency.

Results and acknowledgements:

• Member of the US Embassy Executive Leadership Team.
• Transformed office procedures to ensure continuity and completion of essential tasks.
• Instituted the first functional operational tracking system ensuring all USMLO requirements were tracked, assigned an Action Officer, and completed on-time and within budget.
• Established roles, responsibilities and new processes to accommodate an 80% turn-over in personnel ensuring continuity of business practices and institutional knowledge.
• Re-engineered Security Cooperation program training increase and shortfalls reduced by 30%.
• Acquired $1.7M in riverine communication equipment; established positive control of rivers/laternals.
• Integrated Combatant Command and Guyana Countering Illicit Trafficking objectives into Medical Readiness Training Exercises; exposed Countering Illicit Trafficking vulnerabilities.
• Provided academics to 3500 indigenous people on Disaster Response/ Disaster Preparedness; capabilities increased 20%.
• Executed 5 MEDRETEs; treated 1500 indigenous people located in remote villages with limited access to care.
• Coordinated requisition & distribution for $120K of medical equipment-modernized remote medical facilities.
• Enhanced Military Tropical Medicine Program; ensured max exposure to jungle disease/care/transport U.S. military Physicians are now trained in advanced tropical medicine.
• Joint Medical Planner: coordinated all medical requirements for Continuing Promise mission in Guyana; 5,500 treated/38 surgeries completed.
• Partnered with Project Handclasp, Rotary international, and the U.S. Navy: donated 25 pallets of supplies worth $136K.

• Collaborated on strategic planning initiatives to develop long-term vision for the squadron''s growth and success in achieving its objectives.
• Established strong working relationships with partner agencies to promote information sharing and improve collaboration on joint missions.
• Improved morale and retention rates by addressing individual concerns and promoting teamwork within the squadron.
• Developed future leaders with targeted mentorship, professional development opportunities, and ongoing feedback.

• Activate joint plans to ensure effective Homeland Defense and Defense Support of Civil Authorities operations.

• Recruited to spearhead the transformation of a domestic help desk/support organization and Behavioral Health Back Office organization.

• Manages health services activities, including plans and operations, managed care, human resource management, logistics management, patient administration, budgetary and fiscal management.

• Senior Operations leader; masterfully led internal and Partner Operations for HP Server Support.

• Worked closely with all applicable SOUTHCOM directorates and interagency organizations in order to identify PPC opportunities.

• Responsible for the operations, strategic planning and tactical implementation of U.S
• Led readiness exercises.

• Led team of 30-50 Technical and Senior Technical Professionals engaged in delivery of client service and technical support.