Noridian’s integrated approach to enhancing customer experience with new VP
FARGO, N.D. (May 2, 2023) — Noridian Healthcare Solutions, LLC (Noridian), a leader in developing solutions for federal, state and commercial health care programs, is advancing its commitment to excellent customer service and growth by promoting a new member to its executive leadership team. Anne Simon will become the vice president of customer experience and will lead an elevated customer experience for government and private enterprise clients.
Simon brings 16 years of experience at Noridian in roles with increased responsibility, from starting as a customer service specialist to managing more than 200 staff including managers, supervisors, customer service specialists, contract specialists, customer service representatives and provider educators.
“Ms. Simon’s experience across teams and with our clients will be an incredible asset to the leadership team,” explains Troy Aswege, senior vice president of operations at Noridian.
Simon built a reputation of dedication and creative problem-solving by applying her knowledge and skills to special assignments, such as implementation activities for a more than $300 million contract covering Medicare beneficiaries for the Jurisdiction F (JF) A/B Medicare Administrative Contractor (MAC) program.
As described in the Jurisdiction F (JF) award fact sheet (cms.gov), under the JF contract, Noridian processes claims for Alaska, Arizona, Idaho, Montana, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming. The contract serves 74,000 physicians and over 500 hospitals. Jurisdiction F represents 6.2% of the national Part A and B claims volume.
“Noridian has given me the opportunity to invest in myself to foster my people leadership and customer experience expertise which, in turn, allows me to invest in the employees and clients I serve,” Simon explains. “This exposure will be the foundation of my efforts to enhance the customer experience with an integrated approach to make business more human.”
Simon’s extensive experience includes leading multiple operational teams and ensuring all performance standards are met. She will leverage her expertise to ensure operations continue to run smoothly, meeting all standards. With her leadership, operations have met all 80 standards for the JA, JD, JE and JF contracts, including meeting or exceeding quality standards of 93% or higher as well as phone standards within the 60-second quarterly average speed of answer (ASA) metrics.
“Ms. Simon has been a driving force in Noridian’s strong performance as a Medicare contractor,” continues Aswege. “She is committed to nurturing talent in staff as well as implementing innovations and enhancements to provide the best value to our clients. This promotion is a direct reflection of the great work Anne both does and inspires in Noridian employees.”
As the vice president of customer experience, Simon will maintain contract expectations, optimize staffing levels and ensure Noridian customers are provided with the best possible service. This includes oversight of all Noridian contact centers, as well as provider outreach, education and enrollment, to ensure effective and efficient customer service.
Simon has a degree in health administration from Minnesota State University and also brings an extensive amount of knowledge and expertise into the role.
To learn more about Noridian and its solutions for federal, state and commercial health care programs, visit Noridian (noridiansolutions.com).
About Noridian Healthcare Solutions
Noridian Healthcare Solutions, LLC (Noridian) develops solutions for federal, state and commercial health care programs through a full suite of innovative offerings, including claims processing, medical review, and contact center and provider administrative services. Headquartered in Fargo, North Dakota, with staff located throughout the nation, Noridian administrates people-first services across all 50 U.S. states. Leveraging its decades of experience, the Noridian team designs and implements customizable, high-quality solutions to eliminate common health care barriers, enabling access to care. For more information, visit www.noridian.com.
Cailin Shovkoplyas, Communications Manager