Terri Butler has over 25 years of experience in healthcare management. She has held senior leadership roles at health plans, hospitals, and consulting firms. Her experience includes managing multi-million dollar projects, building consulting practices, reengineering operations, and implementing new technology systems. She has expertise in areas such as business process management, project management, and data management.

1. TERRI L. BUTLER, FACHE 1408 Lake Road
Ridgeway, SC 29130
(803) 212-8126 (Mobile)
(803) 438-7675 (Residence)
terri_butler@renolan.com
EDUCATION PROFESSIONAL HISTORY
1990 MS in ROBERT E. NOLAN COMPANY, INC.
MANAGEMENT - SENIOR CONSULTANT – PROJECT DIRECTOR (11/07 -11/08) at Health Management
Naval Corporation – a wholly owned subsidiary of WellPoint Health Network, Inc. (WLP)
Postgraduate Serving as project director and vendor manager over several data initiative projects with $7M
School, Monterey, project budget for hardware, software and professional services. Completed project initiation
CA and integrated design for the following multi-year efforts:
1987 BS in HEALTH • Design and deploy a new Enterprise Data Warehouse
CARE • Organizational and business process redesign of the data exchange functions and
MANAGEMENT - implementation of Informatica PowerCenter
Southern Illinois • Implementation of Business Objects reporting platform and design and deployment of
University enhance customer-focused reporting
• Establish data governance organization, processes and practices through the data
management units
PROFESSIONAL
• Select and deploy a Service Management tool for incident management, change
AFFILIATIONS management and delivery management
and
SENIOR CONSULTANT (05/06 – 11/07) at Health Management Corporation – a wholly owned
CERTIFICATIONS
subsidiary of Health Network, Inc. (WLP).
Senior Consultant on a $13M project to select a VoIP vendor and implement a 1200 seat virtual
Fellow – American
nurse call center across 5 cities in the U.S. Tasks included:
College of Healthcare
• Developed business requirements, wrote and published an RFP
Executives.
• Completed a comparative analysis and vendor selection for VoIP call center solution.
• Served as the business liaison and project manager for the scope, technical and functional
Young Healthcare
design phases and implementation of 5 city sites
Executive Of The Year -
Navy Regent's Award
tlb CONSULTING, LLC
(1995)
PRINCIPAL (12/05 – 05/06)
Management Consulting Firm focused on:
Director, Technical Call
Business Process Management Services of Business Modeling, Performance Improvement
Centers, STI Knowledge – •
and Business Requirements Elicitation
(2000)
Service Support Desk design and performance measurement
•
Certified PPM (Practical
Product Management), ViPS, INC. (an Emdeon Company – formerly WebMD)
Pragmatic Marketing – VICE PRESIDENT of HEALTH PAYER OPERATIONS (07/04 – 11/05)
(2005) Managed the operations and product management for a solutions division with $24M in
•
revenue. Solutions include decision support, quality management and fraud/overpayment
products for the health payer industry.
Championed an external architectural review of the health payer products to document
•
weaknesses and provide a roadmap for future development and product improvements.
Spearheaded the development of an SOA architecture to extend existing products and
launch new products will lower cost and speed to market.
Reorganized the 90 person unit to combine all customer-facing services under one director.
•
Centralize accountability for customer satisfaction and customer value. Realigned all
development resources and re-instituted standard software development practices.
Designed a comprehensive balanced scorecard of management’s 2005 goals.
•
Institutionalized the function of product management in the health payer division. Hired a
•
Vice President of product management.
Implemented knowledge management practices. Began a process of documenting
•
problem resolutions and organizing documentation within the knowledge base to improve
customer service responsiveness and accuracy.
Developed and implemented standard Service Level Agreements for all products.
•
Developed standard daily and weekly metrics for the first level support team to manage the
•
inventory of open tickets, monitor aging and evaluate root cause for common problems.
BLUE CROSS BLUE SHIELD of SC - COLUMBIA, SC
DIRECTOR, SHARED SERVICE/CORPORATE SYSTEMS (08/99 – 07/04)
Built a 50-person internal performance management consulting practice. This team
•

2. TERRI L. BUTLER, FACHE 1408 Lake Road
Ridgeway, SC 29130
(803) 212-8126 (Mobile)
(803) 438-7675 (Residence)
terri_butler@renolan.com
identifies more than $2 million in cost avoidance and savings per year.
AREAS OF
Reengineered a 20 person dispatch-help desk to a 75-seat technical support center
•
EXPERTISE supporting 12,000 employees, managing 10,000 calls per month. Moved first call resolution
INDUSTRY from 20% to 75%; implemented self-service, CRM and knowledge management
Health Plans
• technologies.
Hospital
• Managed second level application and desktop support for 12,000 employees across
•
Government
• multiple cities.
Technology
• Developed, implemented and coordinated the IT Management Governance process.
•
Call Centers
• Revitalized the Information Systems Standards Manual and Governance processes.
•
Spearheaded the expansion of the IT Quality Assurance program.
•
FUNCTIONAL Implemented a new Contractor Management Service to control the pricing and quality of
•
Busingess Process
• staff augmentation resources.
Management Coordinated the transition of Information Systems to a new Compensation Program
•
Change Management
• Coordinated the development of a Post Graduate Diploma Certification program in IT
•
Project Management
• Management with a local university
Product Management
• Developed a Competency Assessment Program in conjunction with the Gartner
•
Data Management
• Corporation for 1200 member IT staff.
Human Resource
• Completed the rewrite the Information Systems Manager’s Practice Manual
•
Management
Technical Support MANAGER, BUSINESS SERVICES (05/98 – 08/99)
•
(help desks) BUSINESS CONSULTANT (02/98 - 05/98)
Performance
•
Measurement KPMG PEAT MARWICK, LLP - FORT LAUDERDALE, FL
SENIOR HEALTHCARE CONSULTANT (05/97 - 02/98)
TECHNICAL Coordinated the start up of an Operations Division for a new Medicaid privatization contract
•
MS Office Suite to serve 285,000 eligible members in Puerto Rico.
•
MS Project Developed market assessment plan for Medicare risk consulting product.
• •
MS Visio Designed operational plan for rehabilitation provider to enter occupational medicine market.
• •
MS Publisher Conducted research; support proposal development; prepared briefings.
• •
Several Graphics
•
Design Packages BUREAU OF MEDICINE AND SURGERY, WASHINGTON, DC
MS Access MANAGED CARE CONSULTANT, HEALTHCARE ANALYST (11/95 - 05/97)
•
Served as a healthcare analyst for the Navy Surgeon General. Conducted market
•
assessments, outsourcing and partnering opportunities, and network management
agreements.
Developed polices for the Navy’s multidisciplinary primary care group practice model.
•
Developed a methodology for estimating enrollment capacity at military facilities.
•
Developed performance metrics for primary care physicians in managed care.
•
Developed primary care network and referral processes for geographically remote
•
members.
Worked extensively with RCMAS, RAPS, MEPRS and other DoD data repositories for
•
analysis.
NAVAL MEDICAL CENTER, PORTSMOUTH, VA
BUSINESS DEVELOPMENT, MANAGED CARE CONSULTANT (12/91 - 10/95)
As the Managed Care Project Officer, coordinated all aspects of the new DoD Managed Care
Program (Tricare Prime) with the following accomplishments:
Negotiated contract specifications and scope of work for a member service center.
•
Coordinated transition of government own and operated service center to contractor.
•
Develop quality performance measurements for a contracted member service center.
•
Critiqued $18 million contract proposal to consolidate acute care services.
•
Conducted analysis for utilization patterns, network sizing and product line development.
•
Spearheaded physician working group to reengineer the referral system.
•
Defined functional requirements for managed care information system.
•
Conducted engineer testing of managed care program software.
•
Coordinated implementation of an integrated appointment system.
•
Defined the functional requirements for an automated referral system.
•
Completed a demand and capacity analysis for mammography service – cancelled plans to
•
add $120K in additional services that were not needed

3. TERRI L. BUTLER, FACHE 1408 Lake Road
Ridgeway, SC 29130
(803) 212-8126 (Mobile)
(803) 438-7675 (Residence)
terri_butler@renolan.com
PERSONNEL DIRECTOR (1/91 - 12/91)
LITERARY
Management of personnel matters for 2500 personnel. Supervised 12 subordinates.
•
WORKS Developed quality management plan to improve the customer-focused service.
•
1997 – “The Demand for Coordinated department assignments for 1500 paraprofessionals and administrative staff.
•
Generalist: Healthcare
Executives Take Notice” -
NAVAL POSTGRADUATE SCHOOL (6/89 – 12/90)
Winner of the 1997
Manpower, Personnel and Training Analysis Curriculum
Charles R. Loar Literary
Award
NAVAL MEDICAL CLINIC, PEARL HARBOR, HI
PERSONNEL DIRECTOR (9/87 - 6/89)
1996 – “Reengineering
• Management of human resource services for 500 personnel. Supervised 6 subordinates.
Navy Medicine: A Model
• Automated travel request and claim liquidation procedures.
for Defining Business
• Member of task force preparing facility for successful JCAHO inspection – 3-year
Practices”
accreditation with no contingencies.
1996 – Fellowship Thesis:
OPERATIONS OFFICER
“Can Reengineering
• Reorganized correspondence management system.
Principles be Successfully
• Standardized logistic procedures to reduce excess inventory.
Applied to a Federal
Healthcare System?” • Coordinated human resource issues for 40 FTEs in a multi-disciplinary occupational health
and industrial hygiene complex.
1995 – “Developing • Member of the Precious Metal Recovery and Audit Board
Performance Criteria for a • Implemented a Quality Assurance Program
Contracted Tricare
Service Center – A Case NAVAL HOSPITAL, LONG BEACH, CA
Study” DIRECTOR OF HOSPITAL OPERATIONS (7/85 - 9/87)
• Developed quality control procedures for housekeeping services; reengineered operations
to reduce staffing requirements by 20%.
• Developed contract specifications for linen services; automated inventory process.
• Redesigned central correspondence; developed archive and destruction procedures.
• Implemented a physical security and key control system.
• Coordinated the replacement of the hospital telephone switch and system upgrade.
• Supervised 90 subordinates.
• Chairman, Space Utilization Committee
• Member of Hospital Safety Board and Radiation Safety Committee
• Member of Physical Security and Lost Control Committee
• Member of Infectious Control Board
• Member of the Disaster Control and Preparedness Committee
• Top Secret Control Officer and Information Security Officer
• Warranted Contracting Officer