Advisory Board Member Profile
Jillian Lucas
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Magellan
SVP PBM Operations |
Areas of Expertise
Introduction to Customer Experience, Improve CX with Data, The CX Culture
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I have been in Healthcare and Operations/Product Management for 24 years. I spent 18 years at Medco/ESI managing processes, products, and teams all in service to our customers. I gained a keen understanding on how everything we do impacts the front line and the mission needs to always be to do things in light of how it impacts the end consumer.
In 2015, I moved to work for HealthFirst as the VP of Business Transformation and among other efforts, we re-platformed the Customer Service CRM, re-tooling and re-training every customer service representative. In 2017 to current, I lead the customer service centers for Magellan Rx. We have 6 major sites across the country. Each is unique but we strive to operate as a full body, bringing a caring service experience to the members and providers we serve.
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