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Jeff Rich - CEO
Jeff is CEO of NFP Health, where he leads all operations for the region’s largest independent insurance exchange. NFP Health offers a comprehensive suite of health, dental and ancillary insurance products to individuals and small businesses in Massachusetts, Rhode Island and New Hampshire.
With over 150,000 lives covered by his company’s products and services, Jeff manages one of the most successful insurance marketplaces in the country.
Jeff has over 25 years experience working with virtually every insurance carrier in the Northeast, including well established relationships with Harvard Pilgrim Health Care, Blue Cross Blue Shield of Massachusetts, Blue Cross Blue Shield of Rhode Island, Tufts Health Plan, Neighborhood Health Plan, United Healthcare, Fallon Community Health Plan, Delta Dental and many more. Jeff has extensive relationships with the broker community, working with over 2,000 brokers throughout New England.
NFP Health is well known for its outstanding customer service and long list of product offerings available to small businesses and individuals in the region. Following a long history, over 40 years of delivering the best products and prices to the small business community, Jeff has built one of the nation’s only private, full service insurance exchanges. In fact, NFP Health operates in the same market as the only running full-service state run insurance exchange, the Commonwealth Health Insurance Connector in Massachusetts (Connector). The Connector is the model for national health care reform, in particular as it works as an intermediary for both commercial and subsidized insurance offerings to individuals and groups in Massachusetts (similar to what NFP Health has done for over 40 years). The state’s program has been very successful in bringing insurance coverage to the subsidized participants (those with income levels up to 300% of the Federal Poverty Level), but has not been able to penetrate the commercial space, where NFP Health continues to play a significant role, having the largest share of all intermediary written policies in the state.
NFP Health has grown over the most recent years under Jeff’s leadership, with unprecedented growth of over 8,000 new accounts in 2010 alone. Jeff has re-focused NFP Health’s core business to offer its services outside of New England and leverage his team’s strengths and expertise as other states look to implement insurance exchanges over the coming years as a result of the Patient Protection and Accountable Care Act of 2010 (PPACA).
In addition to managing NFP Health, Jeff is an owner and director of healthinsurancece.com. The focus of healthinsurancece.com is to provide brokers and advisors with exclusive and topical content in order to satisfy continuing education credit requirements throughout the country.
Jeff is a native New Englander, having spent his entire life in Massachusetts where he lives with his wife and three children. Jeff’s passion for Health Insurance runs deep; he was one of the few individuals asked to participate in the Health Care Implementation Coalition, whose mission it was to identify action items and affect advocacy on personnel, policy, rulemaking and operations surrounding the implementation of the landmark 2006 Massachusetts health care reform law, the model for the recently enacted national healthcare reform. Jeff’s expertise in the industry is well known, and he has frequently been asked to participate in conferences and expert panels to discuss the impact of healthcare reform in Massachusetts as well as various other related topics. Jeff serves on the board of the Massachusetts Health Underwriters (MassAHU), as well as the Small Group Advisory Committee for National Financial Partners. Jeff is a long standing member of the AIM (Associated Industries of Massachusetts) Health Care Committee.
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Laura Wood - CFO
Laura is the COO of NFP Health, where she leads all finance and operations for the region’s largest independent insurance exchange. Laura has responsibility for the day to day delivery of services to all of NFP Health’s members, with a focus on operational excellence and superior customer service.
NFP Health offers a comprehensive suite of health, dental and ancillary insurance products to individuals and small businesses in Massachusetts, Rhode Island and New Hampshire
Laura has over 10 years experience working with virtually every insurance carrier in the Northeast, including well established relationships with Harvard Pilgrim Health Care, Blue Cross Blue Shield of Massachusetts, Blue Cross Blue Shield of Rhode Island, Tufts Health Plan, Neighborhood Health Plan, United Healthcare, Fallon Community Health Plan, Delta Dental and many more. As NFP Health’s Chief Operating Officer, Laura has established extensive relationships with the broker community, working with over 2,000 brokers throughout New England. Prior to joining NFP Health, Laura spent 10 years in various financial roles with organizations like Wang Labs and Atria Software.
Laura holds a bachelors degree in Mathematics and Economics from Saint Anselm College, and a Masters of Accountancy from Bentley University.
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Nick Koulopoulos - Chief Strategy Officer
Nick is the Chief Strategy Officer for NFP Health, where he leads all planning for the region's largest independent insurance exchange. With over 150,000 lives covered by his company's products and services, Nick manages the growth of the most successful full service insurance marketplace in the country.
Nick has over 20 years experience working with many of the largest insurance carriers in the Northeast, including Harvard Pilgrim Health Care, Blue Cross Blue Shield of Rhode Island and United Healthcare. Nick's clients have spanned the full spectrum of healthcare payers, providers and governmental agencies.
NFP Health continues to expand, with unprecedented growth of over 8,000 new accounts in 2010 alone. Nick has re-focused NFP Health's core business to offer these services outside of New England and leverage his team's strengths and expertise as other states look to implement insurance exchanges over the coming years as a result of the Patient Protection and Accountable Care Act of 2010 (PPACA).
Prior to joining NFP Health, Nick founded the Healthcare Reform and Innovation Group (HCRIG) in 2009. With HCRIG, Nick worked with healthcare payers, providers, technology vendors, services partners and other organizations in the public and private sectors. Nick has a deep working knowledge of Medicare and Medicaid based programs and is a recognized expert in healthcare reform and specifically has direct operational experience and expertise with Health Insurance Exchanges. Prior to starting HCRIG, Nick was a director with Perot Systems (now Dell Services), and held various senior leadership positions with Perot's healthcare practice. Nick worked with several premier clients, including Harvard Pilgrim Health Care, Blue Cross Blue Shield of Rhode Island, JJ Wild, Meditech, The Commonwealth Connector Authority, Catholic Health West and many others. As a leader in the healthcare practice, Nick held roles such as a Senior Consultant, Account CFO, Acquisition and Transition Leader, Division CFO, Account Client Executive and Business Development Leader. Nick was directly responsible for significant strategic client development efforts with Perot's state healthcare business development, including the award of a multiyear agreement with the Commonwealth Connector Authority for the management and operation of the Commonwealth Care program in Massachusetts. With this account, Nick led the business development efforts, solution development, implementation and ongoing delivery of Perot's services to Massachusetts. In his roles with Perot Systems, Nick had direct accountability and responsibility for budgets up to half a billion dollars per year.
Prior to joining Perot Systems, Nick was a Director with the Delphi Group, and led the sale and merger of the Delphi Group to Perot Systems in 2004. Nick started his career in strategic consulting as a founder and director of the Delphi Group. In his leadership roles with the Delphi Group, Nick grew a 3-man consulting team into a successful global strategy consulting practice with hundreds of associates and over $10M in annual revenue. As its Chief Operating Officer, Nick led the expansion of the Delphi Group with growth in 5 countries and several hundred staff around the world. Nick was responsible for the development of many methodologies, including sourcing strategies, business process analysis and redesign, corporate portals, knowledge management and workflow management. Delphi Group was named one of the most successful technology consulting practices in America and was included as one of the fastest growing companies on the Inc. 500 listing. Delphi Group had a client base in the thousands, and following its acquisition by Perot Systems in 2004 became the thought leadership and innovation lab for Perot's larger consulting practice led by industry visionary Jim Champy.
Nick is a native New Englander, having spent his entire life in Massachusetts where he lives with his wife and three children. Nick's passion for Health Insurance runs deep, with an eye towards consumers and long-term improvement and efficiency in the delivery of insurance and benefits services to individuals and groups. Nick is well versed in the challenges facing both members and carriers, and speaks frequently on the topics related to healthcare reform in Massachusetts and nationwide.
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Bruce Pomfret - Vice President of Exchange Services
Bruce Pomfret is Vice President of Exchange Services at NFP Health. With his leadership and passion for technology solutions to complex program requirements, Bruce leads NFP Health in the development of benefits exchanges for both private and government opportunities.
Bruce combines his unique background with the only fully-functioning Health Benefits Exchange, the Massachusetts Health Connector Authority, with his years of commercial health care insurance experience to design comprehensive health benefits exchanges. Bruce has a deep knowledge of the 2010 Patient Protection and Affordable Care Act, and a singular understanding of the challenges of implementing a statewide insurance exchange. Bruce has augmented NFP Health’s extensive commercial insurance background with his in-depth and hands-on experience in subsidized exchange distribution.
Prior to joining NFP Health, Bruce ran all aspects of IT for Dell Services Commonwealth Health Connector account. The Health Connector is the Massachusetts program designed to present health insurance options to individuals and groups, and is the model for federal health insurance exchanges under the Affordable Care Act. As IT director, Bruce designed and implemented a full service call center, complete with robust CRM and workflow capabilities. Additionally, the application suite included a premium billing system equipped with such modules as plan and price comparison, enrollment, invoicing and account tracking. Perhaps most importantly, the system integrated seamlessly with a variety of interfaces connecting the program with state systems, insurance carriers, mail houses and other entities. This entailed creating real time and batch interfaces with the state’s MMIS and eligibility systems, establishing connections with five managed care organizations, and connecting to lockbox and EFT banking systems. Bruce’s ability to understand the health care industry and the Connector’s specific challenges allowed him to design and implement this flexible and modular application suite. As a trusted business partner, he provided efficient technology solutions to such challenges as the loss of funding for legal immigrants, the roll out of a new MMIS system, and the merger of another state insurance plan into the program.
After the passage of the Patient Protection and Affordable Care Act (PPACA) 2010, Bruce became the IT point person for Dell’s State Health Services business division. His tasks included evaluating partners, designing product offerings for the mandated state exchanges, and working on bids for enrollment broker and eligibility contracts throughout the United States. His knowledge of and experience with Medicaid, CHIP and other state health programs made him a key player on the team.
Bruce has also served as a senior IT leader for eight years on Dell’s Harvard Pilgrim Healthcare account. In this capacity Bruce designed and implemented several major programs, such as the original online employer enrollment and management tool HPHConnect, the migration of all electronic data exchanges to HIPAA compliant ANSI standards, and the roll-out of the National Provider ID program at the carrier.
Bruce lives with his wife and three children in North Andover, MA.
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Cindy Prescott - Vice President of Operations
Cindy is VP of Operations for NFP Health, where she manages all key day to day activity for NFP Health, including billing and enrollment, underwriting, customer service and financial reconciliations for clients.
In addition to her client facing role, Cindy also works with NFP Health’s broker partners in the administration of commissions and reporting each month. Cindy also works with various outside vendors to fulfill all client billings, mailings and notices. Cindy leads many core operational efforts for NFP Health, with a focus on outstanding customer service and operational excellence.
Cindy has over 20 years experience working with virtually every insurance carrier in the Northeast, including well established relationships with Harvard Pilgrim Health Care, Blue Cross Blue Shield of Massachusetts, Blue Cross Blue Shield of Rhode Island, Tufts Health Plan, Neighborhood Health Plan, United Healthcare, Fallon Community Health Plan, Delta Dental and many more. Cindy has deep working knowledge of NFP Health’s core technology systems, and is responsible for the management of all transmissions to/from the respective carriers. Cindy started her career with NFP Health as a customer service representative and has grown to a senior leadership role that touches upon virtually every aspect of the operation. NFP Health’s tremendous success is in no small part the result of Cindy’s dedication and work ethic, always putting her clients’ needs first.
Cindy is a native New Englander, where she has lived the majority of her life and raised her three grown children.
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Rich DiLonardo - Manager
Rich is a Manager for NFP Health, where he is responsible for all call center operations. Rich leads all client-facing services and support, including inbound call support, online chat and correspondence with clients via mail.
Rich has over 25 years of leadership experience providing client and customer related services to many organizations in a variety of industries, including some of the largest players in Health Care, Medical and Pharmaceutical.
Rich came to NFP Health from Dell Services, where he was responsible for Call Center Operations and Analytics at the Commonwealth Health Connector Authority. In this role Rich led the team of call center representatives who handled all incoming customer and prospect inquiries into the Commonwealth Care Program. Rich also developed multiple tools and processes to facilitate call center productivity and continuing staff development, with an emphasis on identifying and leveraging best practices. The Commonwealth Care program is the highly referenced model for national healthcare reform, and serves
the residents of Massachusetts with insurance programs that meet minimal coverage requirements that the state has established as a requirement for all residents since 2006. Rich worked with the original implementation team for Perot Systems (now Dell Services) to establish key technology infrastructure and processes that were instrumental to the ongoing success of this first of its kind program, including call
center automation, knowledge management and workflow automation.
Prior to his work with Perot Systems, Rich held various senior leadership roles with the Delphi Group, where he was instrumental in growing Delphi's footprint in 5 countries. Rich was responsible for the licensing and distribution of Delphi's trademarked methodologies, including sourcing strategies, business process analysis and redesign, corporate portals, knowledge management and workflow management. Rich has been quoted many times in domestic and international industry publications. Delphi Group was named one of the most successful technology consulting practices in America and was included as one of the fastest growing companies on the Inc. 500 listing. Delphi Group served thousands of clients, and Rich had direct responsibility for global account growth and support over a 10 year period. Delphi Group was acquired by Perot Systems in 2004.
Rich is a native of New Jersey who has lived in New England since completing his graduate studies at Boston University in 1977. He currently resides in Rhode Island with his wife, and spends much of his free time trying to keep pace with his 3 grown stepdaughters and grandson. Rich is a strong advocate for the idea that "All business is customer service." Rich is well-versed on the challenges facing individuals and businesses with regard to selection of health benefits, and has worked diligently to create a support structure at NFP Health that works as a trusted partner for support and counsel on their important questions and decisions.
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Bharathi Rajah - Director, Project Management Office
Raj is the Director of the Project Management Office for NFP Health, where he directs a team of project managers and business analysts to ensure the successful management of designed business solutions across various domains. Raj collaborates with various departments to execute activities and prepare effective strategies to monitor its implementation.
In addition to his PMO role, Raj helps drive business development efforts at NFP Health in the public and private exchange arena. Raj is a seasoned professional in the Healthcare industry with more than 10 years of experience. He has managed and executed multiple projects for major health plans in the country, such as Tufts Health Plan, Blue Cross Blue Shield of Massachusetts, CIGNA and Molina Healthcare.
Prior to joining NFP Health, Raj worked for Deloitte Consulting where he was heavily involved in Healthcare Reform, Health Insurance Exchange, Health Information Exchange and ICD-10 advisory. During his tenure, he helped develop program management methodologies and SDLC playbook for the public sector practice. Prior to his work at Deloitte, he worked for CSC and Siebel Systems, where he played multiple roles in the areas of business process improvement, program management, IT strategy and technology enabled business transformation.
Raj, a native of India, moved to Boston wooed by the New England charm. He holds an undergraduate degree in Computer Sciences and Engineering, and is pursuing a Marketing and Management degree at Harvard University. Raj serves as an Advisor in a Healthcare startup in Cambridge, MA. He lives with his wife and son in the Greater Boston area.
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