SVP, Payment & Service Operations

Tell us a little about yourself, your role as SVP, and what a typical day looks like for you.

I’m the SVP of Payment & Service Operations at Alegeus. My teams support critical parts of the member experience, from making sure money moves accurately, securely, and on time for millions of healthcare transactions to helping members when they need support navigating their benefits, claims, or questions. At the end of the day, if a member is standing at a doctor’s office, pharmacy, or hospital and needs to use their healthcare benefits, our goal is to make sure the experience works as seamlessly as possible.

No two days are ever the same, which is one of the things I love most about my job. A typical day might include meeting with our teams in both the U.S. and India, partnering with Product, Technology, Client Management, and Finance, solving operational challenges, reviewing strategic initiatives, or coaching leaders on my team. A large part of my role today is helping build the future of our organization, whether that’s through automation, AI, improving the member experience, building new operational capabilities, or developing the next generation of leaders.

I have high expectations of myself and my team, but I also believe great results come from building strong relationships, being transparent, and creating an environment where people can do their best work.

You’ve been with Alegeus for almost seven years. Looking back, what have been some of the most pivotal moments in your career journey here?

Before joining Alegeus, I spent my career in healthcare managing physician practices, primarily radiology groups across the East Coast and Midwest. I was responsible for everything from payroll and physician contracts to budgeting, hiring, equipment purchases, and hospital negotiations.

During that time, I watched healthcare change dramatically. Employers were moving toward higher deductible health plans, which meant patients were becoming responsible for more of their own healthcare costs. I saw firsthand how challenging that was for both providers and patients. What attracted me to Alegeus was the opportunity to be part of the solution, to help employers provide benefits that make healthcare more affordable and manageable for their employees.

When I joined Alegeus, my first assignment was surprisingly simple: hire four people into Payment Operations. Looking back now, it’s incredible to see how much the organization has grown. We evolved from a small team in Florida into a large global operation. Along the way, we navigated the challenges of the pandemic, expanded our international presence, welcomed exceptional leaders, and built a strong, scalable organization positioned to support our clients and future growth. Seeing that transformation has been one of the most rewarding experiences of my career.

Having seen the payment operations function evolve firsthand, what are some of the biggest changes you’ve witnessed, and which transformation are you most proud to have been a part of?

The biggest change has been evolving Payment Operations from a transactional support function into a strategic partner for the business.

Today we’re leveraging automation, AI, and data to solve problems differently than we did even a few years ago. We’re building capabilities that improve operational efficiency while also creating better experiences for our clients and members.

What I’m most proud of, though, isn’t any single technology or initiative, it’s the team we’ve built. We have an incredibly dedicated group of people who understand that behind every transaction is a person trying to access healthcare.

Sometimes that person is sitting in an emergency room with an injured child. Sometimes they’re at a doctor’s office needing to make a payment before they can even be seen. Our job is to make sure the payment process isn’t another obstacle during an already stressful moment.

Knowing we’ve built an organization that takes that responsibility seriously is something I’m incredibly proud of.

What has kept you engaged and excited about growing your career at Alegeus over the years?

The people and the opportunity to keep building.

Every year has brought a new challenge. Whether it was growing the organization, navigating COVID, expanding globally, implementing new technology, or preparing our teams for what’s next with AI, there’s always been an opportunity to learn something new and make a meaningful impact.

Most recently, I’ve had the opportunity to expand my role beyond Payment Operations and take on our Member Solutions organization. It’s allowing me to learn another part of our business and think even more broadly about the end-to-end member experience — from operations and payments happening behind the scenes to the moments when a member needs to reach us directly for help.

I’ve also been fortunate to work alongside leaders who have trusted me with increasingly larger opportunities and challenged me to continue growing. That trust has allowed me to stretch professionally while also helping others grow into leadership roles themselves, which is one of the most rewarding parts of my job.

As a leader, what advice would you give someone who is looking to grow their career and take on new opportunities within the organization?

Be curious before you’re asked to be.

Some of the biggest opportunities in my career came because I raised my hand before I knew every answer. Growth doesn’t happen by staying comfortable.

I’d also encourage people to focus on building relationships across the company. The best solutions almost always come from working across teams, and the strongest careers are built on trust.

Finally, own your work. Be accountable, be transparent, and don’t be afraid to make mistakes as long as you’re learning from them. People remember leaders who consistently show up, deliver on their commitments, and help those around them succeed.

Let’s end on a personal note. If your colleagues were surprised to learn one thing about you outside of work, what would it be?

When my son was in kindergarten, he came home one day and asked why the girls had Girl Scouts at school but the boys didn’t have a Cub Scout pack.

I started looking into it and realized there wasn’t one. Instead of waiting for someone else to create it, a few moms and I decided to start one ourselves.

Four years later, we have more than 20 energetic fourth graders who have grown up together through Cub Scouts. It’s become one of the most rewarding things I’ve done outside of work because it’s given me an incredible way to spend time with my son while helping build something that benefits other families in our community.

Looking back, it’s actually pretty similar to how I approach work. If I see a gap and believe something can make a difference, I’d rather help build the solution than wait for someone else to do it.