Susan C. Helm-Murtagh, DrPH, MM
117 Oldham Place
Chapel Hill, NC 27516
(919) 942-8411
helmdash@gmail.com
Summary of Qualifications
Accomplished healthcare leader with broad payer experience across multiple functional areas
(information management, analytics, strategic development, application development, sales and
marketing, and operations). Proven ability to lead and manage change, deliver large and complex
business and technical projects, and manage multi-million dollar budgets. Strong track record of
success in designing, planning, implementing and monitoring combined business and technical
shared services functions, including large-scale outsourcing.
Professional Experience
8/14UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL
Present
GILLINGS SCHOOL OF GLOBAL PUBLIC HEALTH
Chapel Hill, North Carolina
Adjunct Assistant Professor, Department of Health Policy and Management
Teach leadership theory and practice, and strategic planning and implementation to doctoral
candidates in the Executive Doctoral Program in Health Leadership (DrPH) program.
7/951/15
BLUE CROSS BLUE SHIELD OF NORTH CAROLINA
Durham, North Carolina
Vice President, Mosaic Health Solutions
(07/14-01/15)
Responsible for building and managing (through acquisition, investment and development), a
portfolio of health solutions products and services centered on information technology, analytics
and consumer engagement.
Vice President, Enterprise Analytics
(07/14-01/15)
Lead the enterprise center of excellence (COE) for analytics. Responsibilities include predictive
modeling, advanced analytics consulting, business intelligence, and business relationship
management. The team provides actionable insights to both internal and external stakeholders
(members, physicians, customers, brokers and consultants).
Vice President, Information Management and Analytic Services
(04/08 – 07/14)
Responsible for developing and implementing the enterprise information and analytics strategy,
including the design, implementation and operation of the enterprise analytics center of excellence.
Oversee enterprise-level information stewardship, information architecture, information strategy
development and execution, and information governance, as well as the development, testing,
training, user support and production support for BCBSNC's enterprise data warehouse (EDW),
and business intelligence (BI) solutions;
Achievements:
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Completed the development of BCBSNC’s next-generation enterprise data warehouse
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Designed, negotiated and operationalized organization’s first outsourcing initiative using
offshore labor, reducing cost of development and quality assurance functions by 67%; vendor
has met or exceeded monthly performance service level agreements, and model reached
three-year scaling goals in less than one year

Negotiated partnership with a globally recognized analytics firm to create innovative predictive
and prescriptive risk models, and oversaw model development
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Established organizational structure, roles, objectives, governance processes, operating model
and performance metrics for analytics center of excellence
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Successfully applied agile development techniques to data warehouse development,
significantly improving speed to value
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Developed and implemented organization’s first enterprise information program and
information stewardship program, including governance processes
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Professional Experience (cont’d)
BLUE CROSS BLUE SHIELD OF NORTH CAROLINA
Durham, North Carolina
Director, Service Delivery Elevation
(04/06 – 04/08)
Managed a team of forty program managers, line managers, business analysts/systems
developers, systems administrators, configuration analysts, quality auditors and coaches.
Responsible for development and execution of the enterprise member service strategy and related
programs; member research; member outreach programs; service quality monitoring, scorecards
and coaching; call monitoring and BPM systems administration; project support and the
development and implementation of a division-wide information strategy.
Achievements:

Developed and implemented member service strategy, operating model, governance
processes and roadmap

Designed and implemented four-part, sequential customer feedback model
Director, State Strategy
(5/04 – 04/06)
Responsible for account management for NC State Employees’ and Teachers’ Health Plan and
Children’s Health Insurance Plan -- BCBSNC’s largest customer with more than 700,000 members
-- including account strategy development and execution
Achievements:

Facilitated the successful renewal of the account and the negotiation of a multi-year, eightfigure contract for a new product designed to save the state tens of millions of dollars in
medical expenses each year

Managed three project teams to deliver highly visible, value-add services to account, including
two decision support tools

Established working model for senior management to drive critical account decisions
Director, eStrategy and eArchitecture
(3/01 – 5/04)
Responsible for Enterprise Applications Integration (EAI); Java/J2EE development; external
website development; corporate intranet development, deployment and management; and
overseeing the development and governance of the enterprise applications architecture.
Director, IT Enterprise Management
(8/99 – 3/01)
Responsible for e-business strategy formulation; website development; corporate intranet
development, deployment and management; knowledge management and pervasive computing.
Managed $82+ million budget for all of IT, along with operational planning. Also responsible for:
cost modeling; policies and procedures; balanced scorecard reporting; technical training, and
space planning and management.
Director, IS Business Solutions
(9/97 – 8/99)
Responsible for design, development, implementation and maintenance of client-server and
mainframe applications and legacy systems. Managed a team of fifty programmer/analysts,
business analysts, project and resource managers to support technology needs of marketing and
finance functional areas.
Director, Product Management
(8/96 - 9/97)
Responsible for the following functions associated with the HMO, POS, PPO, indemnity and
ancillary product lines: product development (including research, analysis, strategy, design and
implementation); product enhancements; and product performance monitoring, evaluation and
tuning. Directed team of nine managers and analysts.
Director, Market Analysis
(7/95 - 8/96)
Led market research and marketing Information system (MIS) development efforts. Research
included customer satisfaction (including customers, providers and brokers), market segmentation,
advertising effectiveness, competitive intelligence, and product-related conjoint analysis. Managed
team of fifteen managers and analysts.
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Professional Experience (cont’d)
8/91 - 7/95
THE TRUSTMARK COMPANIES - Lake Forest, Illinois
Employee Benefits Division
Regional Vice President, Marketing
(1/94 - 7/95)
Responsible for account management, new product development, project management, negotiation
and implementation of strategic alliances. Managed five marketing staff members and three
regional sales offices.
Achievements:

Implemented two new product releases ahead of schedule and under budget

Led sales operations to record sales year (an increase of 20% over 1993)

Successfully negotiated joint marketing arrangements in 22 markets
Director, Market Research And Development
(1/93 - 1/94)
Managed sales/marketing support staff of five; led divisional research efforts; developed marketing
plans and promotional strategies for three major new product initiatives.
Manager, Marketing Services
(8/91 - 1/93)
Responsible for customer research and market analysis. Developed promotional strategies,
created and coordinated customer communications, and developed Section 125 product.
Education
GILLINGS SCHOOL OF GLOBAL PUBLIC HEALTH
UNIVERSITY OF NORTH CAROLINA - Chapel Hill, North Carolina

Doctor of Public Health (DrPH) in Health Policy and Management

Selected to represent university in the formation of an international consortium of DrPH
programs; includes universities in France, Norway, England, Africa and the United States

Dissertation topic (published in May 2009): Addressing Health Disparities: Is there a role for
private payers in reducing the incidence of type 2 diabetes in Hispanics in the United States?
J.L. KELLOGG GRADUATE SCHOOL OF MANAGEMENT
NORTHWESTERN UNIVERSITY - Evanston, Illinois

Master of Management (with distinction) in marketing and finance

Dean’s List and Austin Scholarship finalist
DUKE UNIVERSITY - Durham, North Carolina

Bachelor of Science in psychology and management science (degree earned in three years)

National Merit Scholar and Rand McNally Scholar

Member, Chi Omega Fraternity
Publications
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Additional Information
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Addressing Health Disparities: Is There a Role for Private Payers in Reducing the Incidence of
Type 2 Diabetes Among U.S. Hispanics? The University of North Carolina, Chapel Hill (2009)
Use of Big Data by Blue Cross Blue Shield of North Carolina, N C Med J. 2014;75(3):195-197.
Member, Advisory Committee, University of North Carolina Gillings School of Global Public
Health, Department of Health Policy and Administration (2006-2011 and 2015-Present)
Chair, Board of Directors and President, TriCyclists Bicycle Racing Club (1999-present)
Member, Board of Directors, Triangle Bikeworks (2015-present)
Appointee, North Carolina Health Information Exchange Clinical and Technical Workgroup
(2010-2014)
Member, Advisory Committee, University of North Carolina at Charlotte, Professional Science
Master’s in Health Informatics Program (2011-2014)
Member, Board of Visitors, Health Sciences Library, University of North Carolina at Chapel Hill
(2010-Present)
Member, United States Duathlon National Team (2012); represented the United States in the
2012 International Triathlon Union (ITU) Duathlon World Championship
Fellow, BCBSNC Foundation (2008)
Member, Marketing Subcommittee, Girls on the Run (2005-2006)
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