Management

Highly regarded in the contact-center world, John’s 25 years of customer-relationship management makes him an expert in the field. Prior to Carenet, John created West Corporation Outbound in San Antonio, Texas. Within 10 years, the company became the market leader with revenues exceeding $200 million and 8,500 employees in 17 facilities nationwide. John led West Outbound to become the industry’s largest, most profitable sales company, ranked number one in size for seven consecutive years by Call Center Solutions magazine. At West, John developed long-term strategic client relationships with major corporations including BellSouth, Citibank, Chase Bank, Allstate, Sears, Southwestern Bell, and AT&T Long Distance, Wireless and Universal Card.

There is never a dull moment in John’s life. Always on the go, he and his wife, Amy, are kept quite busy raising their seven kids.

“The difference we make for the businesses we serve is measurable and is driven by a shared respect and trust we have with our partners.”

As executive vice president, Vikie oversees sales, marketing, finance, technology, and operations. A seasoned executive, she has more than 15 years experience in account and contact center management, specializing in helping clients grow their business and build enduring customer relationships.

Preceding Carenet, Vikie was vice president of client services at West Corporation Outbound in San Antonio, Texas. At West, she successfully led key long-term relationships with numerous industry leaders including AT&T, BellSouth, Southwestern Bell, and notable financial services and insurance clients. Her team’s AT&T business accounted for nearly 60% of the company’s $200 million in annual revenue.

Vikie relishes family time and her role as a mother of two young children, which she considers the most rewarding job one could ask for.

“We consider ourselves an extension of our clients, aligning ourselves with their objectives to achieve mutual success.”

A board-certified practicing pediatrician, Jeffrey oversees the quality and service of Carenet’s clinical operation and is the senior leader of the Quality Management Committee. He is also managing partner of Children’s Medical Group of Saginaw Bay, Michigan, a pediatric group practice that is part of the National Continuous Quality Improvement Project IPIP (Improving Performance in Practice).

Jeffrey graduated magna cum laude from Kalamazoo College with a bachelor of arts in biology and from Wayne State University School of Medicine. He completed his pediatric residency at the William Beaumont Hospital and is certified by the American Board of Pediatrics. Prior to Carenet, he served five years as the medical director for MedConnection, a nurse triage call center.

Jeffrey and his wife Jade have five children. Besides family time, his hobbies include walking and traveling.

“I have been with Carenet from the beginning and as our company expands I continue to be impressed with the quality and dedication of our Carenet team.”

Scott is responsible for leading Carenet’s financial performance and personnel processes. His career began as a tax consultant with an internationally recognized accounting firm, followed by a role as vice president, controller, and treasurer for a multi-national aircraft manufacturer.

Scott has led teams dedicated to compliance, business planning, and process improvement. He also worked with a variety of companies on multi-billion dollar financial projects including corporate and equipment financings, acquisitions, and divestitures. Scott holds a bachelor’s degree in accounting from St. Mary’s University in San Antonio, Texas.

“We are continually asking, ‘What can we do better?’”

Lynda leads Carenet’s Clinical Services department and provides the sales team with clinical expertise. The first 11 years of Lynda’s 25-year career focused on emergency medicine, serving as staff and management in a variety of adult and pediatric emergency departments. For the past 14 years, Lynda has worked in the tele-health industry.

Prior to Carenet, Lynda served in various management roles with OptumHealth and McKesson Health Solutions. She graduated from Lakeland College in Sheboygan, Wisconsin, with a bachelor of arts degree in behavioral science and obtained her nursing degree from the University of Alaska, Anchorage.

Lynda loves returning home to Michigan, is a dedicated fan of the Green Bay Packers and the Spurs, and enjoys kayaking.

“Our team of nurses is dedicated to helping members on their journey to better health. Their passion to make a difference in members’ lives drives their desire to do their best.”

Rick brings more than 27 years of industry experience to his role as vice president of sales. Prior to Carenet, he spent 15 years with United Healthcare’s UMR division, the largest third-party administrator of employee benefit programs in the US. As UMR’s sales vice president, Rick oversaw more than 100 employees including a national sales team who sold in excess of $100 million in new services. He has in-depth knowledge on all aspects of employee benefits including risk management, provider contracting, benefits administration, medical management, and prescription benefits.

Rick served as chief technology officer for Benefit Planners and as IT director at West Corporation. He was also director of systems for Datapoint in San Antonio responsible for worldwide applications development.

Rick has been a guest speaker at numerous trade shows including Society of Professional Benefit Administrators and Self Insurance Institute of America.

An avid outdoorsman, Rick enjoys spending time with his wife and six children on the family ranch in Hunt, Texas.

“Each connection we have with a member is a moment of truth. It’s a unique opportunity for us to positively impact the life of the person we are interacting with. Our goal is to leave them feeling better after the enounter than they did before.”

Frank oversees all aspects of the Member Services division and is responsible for the satisfaction, growth, and retention of Carenet’s partners’ businesses. He has more than 18 years experience developing customer care, service, and sales solutions for Fortune 500 companies.

Before Carenet, Frank held a senior-level management role at one of the nation’s leading outsourced contact center providers where he directed the operations for 15 call centers staffed with more than 4,500 employees worldwide. With expertise in both inbound customer care and outbound engagement strategies, Frank led a team in opening several new contact centers to handle increased call volume for new and growing clients. With a staff of 15 directors and dozens of managers, Frank successfully managed more than 100 clients collectively at different stages, each with unique and varying performance requirements.

Frank and his wife, Becky, enjoy day trips around Texas, exploring unique, small towns and discovering hideaway places and eateries.

“When we say service is a way of life at Carenet, it means the people we touch are in better spirits than they were before we connected.”

Justin’s 35 years of information technology experience includes custom application development, mainframe legacy programming, project management, 24/7 computer operations, telephony, and Microsoft product support. He has successfully lead small technology teams and large-scale staff with responsibilities including P&L, budget, strategy, execution, service delivery, consulting, operations, and sales support.

Prior to Carenet, Justin led a geographically diverse, multinational team that delivered profitable technology solutions for a world-class Fortune 500 company. He holds an associate and bachelors of science degree in information technology and earned his MBA from Capella University.

Justin stays active with racquetball, windsurfing, and chasing around his first grandchild, Jackson.

“Carenet is unique because culture isn’t just a buzz word here; our culture is pervasive and truly embraced throughout the organization.”

A results-driven leader, Stacie has an extensive background in client services, operations, quality and training. As vice president of strategic services, she oversees Carenet’s Client Services and Quality Assurance teams. Responsible for partner growth and loyalty, she ensures Carenet always delivers the highest level of client support and continuously increases the value of our services for all stakeholders.

Stacie joined Carenet from American Express where she served for five years as program manager, global partner relations, responsible for merchant acquisition and optimization as well as customer marketing and engagement. Prior to American Express, she enjoyed eight years at West Corporation where she was promoted to business director responsible for the strategic direction and operational execution for dozens of Fortune 500 companies and the US government.

Stacie enjoys exploring Atlanta’s many cultural events and parks with her husband, daughter and the family dog.

“Delighting our clients—and winning their hearts and minds—is our top priority.”