Karen Mason, MBA, is Director, Client Services at BluePeak Advisors, a division of Gallagher Benefits Services, Inc. Karen has been in the health care industry for over 20 years with experience in Medicare, Medicaid, Individual and Employer plans. Karen has extensive experience in CMS and other government requirements, specifically related to Contact Center and Appeals and Grievances. Within those areas, she has implemented new plans, assisted plans in turnaround efforts, and functioned as an operational leader.
At BluePeak, Karen is responsible for partnering with clients to find solutions to meet their key objectives and goals. Her firsthand experience leading health plan operations coupled with her knowledge in plan implementations, project management and process improvement allow Karen the ability to support a client from different angles to develop strong solutions and drive results.
Prior to BluePeak Advisors, Karen worked as a director supporting various clients with building new government health plans. Karen’s primary focus was implementing infrastructure and ensuring regulatory compliance for the plan Contact Center and Appeals and Grievances departments. In this role Karen also served as a consultant to existing plans who were not within regulatory requirements and assisted with remediation and the successful passing of validation audits.
As a Senior Director Karen took over running TPA operations of Appeals and Grievances and Contact Center for numerous health plans, overseeing over 400 employees who supported over 1 million plan members. Karen demonstrated a successful model of meeting or exceeding operational metrics, driving process improvements and staying on top of changing regulations. Karen successfully led her departments through numerous government audits and supported NCQA accreditation for the organization.
Karen has worked as a Black Belt Six Sigma Project Specialist , driving process improvement in various parts of the health plan space including Utilization Management, Population Health and Case Management. Starting out as a Customer Service Representative within the Behavioral Health plan space, Karen keeps the member at heart as she navigates the complexities of health plan infrastructure and regulations, with a personal mission to make access to care simpler for people who need it.