Integrated Eligibility System — Ohio
Lead Maintenance & Operations for Ohio’s statewide Integrated Eligibility System, ensuring availability, performance, modernization, and vendor coordination across all major program components serving more than 3 million residents.
Overview
As the primary M&O Lead for the Ohio Benefits Program, I oversee system stability, performance, deployments, and multi‑vendor coordination across the Worker, Self‑Service, Provider, and Presumptive Eligibility portals, EDMS, CSS/IVR, automation services, and BI reporting. My work ensures that eligibility and benefits processing remain reliable, scalable, and aligned with state and federal program requirements.
Key Outcomes
- Maintained 99.9% system availability across all program components
- Managed 300+ batch programs and integrations with 50+ external partners
- Oversaw IVR/contact center operations handling ~4M annual calls
- Supported 12,000+ internal users and 3M active beneficiaries
- Led help desk operations resolving 3,000+ monthly tickets
Responsibilities
- Operational monitoring, incident management, and root‑cause analysis
- Release and deployment coordination, patching, and performance tuning
- Vendor and stakeholder engagement across state agencies and integrators
- Disaster recovery planning, testing, and execution
- Continuous improvement of system workflows and user experience
Enterprise Document Management (EDMS)
Led the accelerated deployment of the statewide EDMS solution across multiple HHS programs within six months. Achieved high adoption rates and streamlined document ingestion, routing, and retention processes to support case management and compliance.
IVR & Contact Center Modernization
Spearheaded the Shared Services and IVR modernization initiative, enabling clients to access benefits through a single statewide number and submit applications using audio signatures. Oversaw IVR operations, call flows, and help desk processes supporting millions of interactions annually.
Automation & Batch Operations
Managed automation (BOTS) and more than 300 batch programs supporting nightly eligibility processing, data exchanges, and integrations with 50+ partners. Ensured timely and accurate benefit determinations across Medicaid, SNAP, TANF, and Child Care programs.
BI & Reporting
Maintained and enhanced BI portal capabilities for operational reporting, analytics, and performance dashboards. Supported decision‑making, SLA monitoring, and program oversight through reliable data insights.
Portals
Oversaw the Worker, Self‑Service, Provider, and Presumptive Eligibility portals, ensuring uptime, accessibility, and successful deployment of new features aligned with policy and program updates.