Experience
Kathie Mazza brings over 30 years of professional experience in healthcare to her role as HSRI’s Vendor Operations Manager, where she has been instrumental since 2016 in overseeing the relationship between HSRI and its contact center vendor. Her responsibilities include managing call center operations, ensuring vendor compliance with contractual obligations, and handling contract negotiations. She plays a crucial role in planning and managing open enrollment, monitoring vendor performance, and providing expertise on HSRI operations, including the escalation team. Kathie also oversees the Community Outreach and Enrollment Support program, drawing on her extensive experience in the healthcare industry to ensure high levels of customer service and operational efficiency.
Prior to her current position, Kathie was a Senior Consultant at Wakely Consulting, where she provided strategic, operational, and marketing expertise to clients implementing or supporting Marketplaces under the Affordable Care Act (ACA). Her experience includes advising on call center and customer service management, SHOP implementations, and developing enrollment programs for state-based marketplaces. Kathie also held various director-level positions at MultiPlan/Private Healthcare Systems, where she led multi-year integration efforts, increased revenues, and managed multiple departments. Her early career includes significant roles at Fallon Community Health Plan and Blue Cross Blue Shield of MA, where she demonstrated exceptional sales and management capabilities. Kathie holds a Bachelor of Arts, Magna Cum Laude, from Wheaton College and has earned certifications as a Certified Health Consultant (CHC) and Licensed Broker.