April 2020 - June 2021 | Meridian Health Plan

Developed and maintained an internal Employee Incentive Program in response to the rapid transition from an onsite call center environment to a fully remote workforce during the COVID-19 pandemic. As employees moved from working together in a traditional office setting to working remotely almost overnight, our leadership team recognized the need for new ways to maintain employee engagement, recognize strong performance, and create visibility into productivity and quality in an entirely different working environment.

I helped transform that need into a structured incentive program designed to recognize employees for the behaviors and performance measures most critical to departmental success. The program established defined opportunities for employees to earn recognition and incentives based on areas such as attendance, production performance, quality audit results, and achievement of established departmental expectations.

Beyond employee recognition, the program helped establish a framework for managing performance in a remote environment. Clear performance measures provided employees with greater transparency around expectations while giving leadership a consistent way to recognize high performers, reinforce positive behaviors, and identify trends across a distributed workforce.

The program was intentionally designed to balance accountability with employee appreciation. At a time when employees were navigating significant professional and personal disruption, the goal was not simply to monitor productivity from a distance, but to create a positive structure that acknowledged employees who continued to demonstrate reliability, quality, and strong performance during an unprecedented period of change.

I continued to maintain and evolve the program as operational needs changed, using performance trends and leadership feedback to ensure incentives remained meaningful and aligned with departmental priorities.

What began as a response to an immediate operational challenge ultimately helped establish a more sustainable approach to remote workforce performance, recognition, and engagement, supporting the department as remote work evolved from an emergency response into an ongoing operating model.

Key Areas of Leadership:
Remote Workforce Strategy • Employee Engagement • Performance Management • Recognition & Rewards • Change Management • Program Development • Quality Assurance • Workforce Productivity • Employee Experience • Continuous Improvement