Marguerite E. Bonuccelli

• Responsible for oversight of the Universal Services Administrative Company (USAC) Portfolio consisting of federal programs funded under the Federal Communications Commission (FCC). Participated in procurement activities to secure the E-Rate Program and led activities to stand up and maintain operations ensuring excellent performance resulting in the award of several new USAC Programs established under COVID legislation. Provided oversight in proposal activities for competitive procurements that resulted in the award of two additional established USAC Programs for the FCC and improved the financial performance of the portfolio by over $150M in revenue. Stood up and secured operations for three USAC Programs over seven years and maintained multiple customer satisfaction survey scores of 10/10 net promoter scores. Ensured all contractual SLAs were continuously met on all USAC Programs through providing guidance, leadership and expertise in program management, business process engineering and operations.
• Prior assignments for Maximus include implementing a formalized performance management program for the Veterans Administration (VA) Choice Program that resulted in the institutionalization of defined production measures and analytics utilized to track and monitor operational performance for more than 1000 customer service representatives across five sites. Also supported new business opportunities by providing expertise in defining business process solutions, health claims operations and project management disciplines.

• Responsible for the management and oversight of member services, medical management and pharmacy operations for the World Trade Center Health Program. Provided oversight and direction beginning at program inception of member services operations, establishing enrollment and eligibility policies, procedures and systems resulting in the enrollment of over 11,000 new members, and establishing benefits for over 70,000 WTCHP members. Managed all member services activities, including the receipt, processing and tracking of WTCHP medical certifications and the establishment of health benefit plans for members. Developed and implemented robust reporting for the WTCHP Clinical Centers and Data Centers on member demographic and health condition information. Provided direction and oversight of the medical management team, comprised of nurses, pharmacists, medical coders and subject matter experts, responsible for working with the government to establish WTCHP medical policies and procedures, determining coverage for medical conditions and related services, researching and responding to requests from the WTCHP clinicians, and reviewing medical claims and records to provide recommendations on coverage. Provided oversight of provider services activities and the implementation of the major initiative to move to ICD-10 diagnosis coding, ensuring mappings to new codes were completed and training was conducted for WTCHP stakeholders. Managed pharmacy operations, including oversight of the Pharmacy Benefits Administrator (PBA), as well as the pharmacy team responsible for delivery of the pharmacy point of sale system. Ensured pharmacy initiatives to provide the most effective medications for the members while ensuring costs containment were implemented efficiently. Managed the delivery of several key indicator reports to the government, including drug utilization reviews, medical and pharmacy reviews and audits, and data analytical summaries presenting Program costs and measures of medical services across the Program.

• Responsible for management and oversight of start-up activities including staffing, training, and development of required management plans, standards and procedures and the development and management of the requirements gathering and definition processes for the Department of Labor Central Bill processing Program. Instituted a detailed requirements definition process and managed the collection, analysis and documentation of the business requirements for the implementation of a robust medical workers compensation claims processing system. Developed plans for outreach activities for program beneficiaries and medical providers to ensure a seamless transition to the new medical claims processing system with no interruption to medical services and timely and accurate payment of claims.

• Responsible for implementing quality assurance, process improvement and performance measurement programs required to ensure performance excellence across the Division’s software development projects. Led quality management activities and initiatives to improve overall performance, and instituted benchmarks to measure accuracy, productivity and compliance. Led activities required to achieve benchmark credentials including CMMI Level 3 and ISO 9001.

Progressive management experience at CSC began with oversight of the field services department for the Federal Black Lung Program where responsibilities included provider education and training, claims resolution and supervision of 75 staff responsible for providing administrative support to the Department of Labor. Also served the Deputy Program Director for the Census 2000 Project standing up the operational site where over 1500 personnel processed the Census forms for the decennial census. Also managed a large PMO offices for the IRS Modernization program with responsibility for quality assurance, communications, training and performance measurement.