…are passionate about simplifying healthcare experiences, and they have the expertise to make it happen.
Driven by his entrepreneurial spirit and determination to reduce the complexity in healthcare experiences, John was part of an investment team who acquired Carenet in 2004. He brought with him a vision of introducing an innovative direct-to-consumer healthcare business model to an industry in desperate need of cost containment, price transparency and service delivery. A true innovator and creative disruptor in the field of healthcare consumer influence, John was named an EY Entrepreneur Of The Year® 2015 Award winner in Central Texas. He is very dedicated to cultivating a workplace that is both personally and professionally rewarding for his entire team.
Prior to Carenet, John created West Corporation Outbound in San Antonio, Texas. Within 10 years, the company became the market leader with revenues exceeding $200 million and 8,500 employees in 17 facilities nationwide.
"The difference we make for the businesses we serve is measurable and is driven by a shared respect and trust we have with our partners. Together we are transforming our healthcare system and significantly simplifying the consumer experience – which brings strong outcomes for payers, providers, employers and consumers."
A seasoned consumer engagement executive, Mick collaborates with Carenet CEO John Erwin and the senior leadership team to further advance the company’s vision to improve the value and cost of healthcare by enabling consumers to make informed healthcare decisions.
Prior to Carenet, Mick enjoyed a successful 28-year tenure at West Corporation. In 1990, he joined forces with John Erwin to launch West Outbound in San Antonio, Texas. Starting with a single client, they grew the business to exceed $200 million in revenue in less than 10 years.
At West, Mick spent 15 years serving as president for numerous operating entities, most recently with West Business Solutions (WBS). In this role, he oversaw six operating units, led more than 25,000 team members across the globe, and generated over $750 million in revenue. Mick also successfully led or participated in multiple company acquisitions and divestures for West — including the divesture of West’s agent services businesses to Alorica in 2015.
“Carenet is a first-class organization with unparalleled expertise in engaging healthcare consumers and empowering them to make the best healthcare decisions. I’m extremely excited to help simplify the healthcare experience and improve outcomes across the spectrum.”
Chief Client Officer Vikie Spulak drives growth initiatives by identifying industry needs and trends, fostering strategic partnerships, and cultivating strong, trusted relationships with top-level clients. She leads the company in unifying all client initiatives across the organization enabling the consistent design and delivery of high-performing client-centric solutions.
Recognizing an opportunity to transform America’s healthcare system, Vikie joined forces with Carenet CEO John Erwin in 2005 to assemble a powerhouse leadership team dedicated to making the healthcare experience more personalized, efficient and results-driven. Today, Carenet is an award-winning company with record revenue growth and more than 1,000 team members.
In 2013, the San Antonio Business Journal presented Vikie with the Women’s Leadership Award for Corporate Leadership. This honor is a testament to Vikie’s commitment to exemplary leadership and to cultivating a vibrant, rewarding environment where talented people want to contribute, grow and succeed. Vikie is also a member of the Women Business Leaders (WBL) of the U.S. Healthcare Industry Foundation.
A seasoned executive, Vikie has more than 22 years of experience developing and executing consumer engagement strategies. Prior to Carenet, she was client services vice president at West Corporation in San Antonio, Texas. At West, Vikie successfully led key long-term relationships with numerous industry leaders including AT&T, BellSouth, Southwestern Bell, and notable financial services and insurance clients.
“I’m excited to be laser focused on developing deeper relationships with key industry stakeholders. Obtaining a thorough understanding of everyone’s perspectives, needs, goals and challenges enables Carenet to craft solutions that help our clients and partners differentiate themselves in today’s competitive market.”
A strategic architect with an analytical eye, Scott has played a significant role in Carenet's stellar growth since joining the company in 2008. By providing critical financial and operational information and actionable recommendations to the CEO and executive leadership team, Scott enables key decision-making across the company.
In 2013, Scott received the Best CFO & Financial Executive Award from the San Antonio Business Journal. This honor is a testament to his commitment to providing the expertise, information and resources the company needs for sustained growth. Scott's began his career as a tax consultant with an internationally recognized accounting firm. He also served as vice president, controller and treasurer for a multi-national aircraft manufacturer. Naturally, he is a CPA and a graduate of St. Mary's University in San Antonio.
"We are continually asking, 'What can we do better?', and investing in the areas where we can make the biggest impact for our clients and healthcare consumers."
As COO, Troy provides the leadership, management and vision necessary to ensure Carenet has the proper operational controls, administrative and reporting procedures, and people systems in place to effectively grow the organization and ensure financial strength and operating efficiency.
Troy has 28 years of domestic and international experience in consumer engagement operations across numerous industries, including healthcare, education, financial services, technology, retail and government.
Before joining Carenet, Troy was the senior vice president of healthcare and shared services at STARTEK, Inc. In addition to overseeing a customer service staff of up to 2,500 team members, he guided operational performance and production, controlled an annual P&L of $55 million, and was responsible for shared services across the enterprise—including workforce management, quality and training, leadership development, sales solutions and more.
Troy earned a Bachelor of Business Administration and a Bachelor of Computer Science from Dakota State University and a Master of Business Administration from Colorado Technical University.
“I’m honored to be a part of such a passionate, talented organization that is truly committed to over-delivering on its promises and ensuring the utmost level of success for its employees and clients.”
A pragmatic, results-oriented attorney, Frank has extensive experience providing legal and business guidance to communications, technology, cloud, software and service companies in outside and in-house positions. As Carenet’s general counsel, he is responsible for all aspects of the company’s legal endeavors.
Prior to Carenet, Frank was the president and founding member of Hoppe General Counsel Services. He also served as executive vice president and general counsel at Kaseya; vice president and assistant general counsel at West Corporation; and vice president of corporate development at uRoam, Inc., which was acquired by F5 Networks, Inc. In addition, he was an associate attorney at Wilson Sonsini Goodrich & Rosati and Krieg, Keller, Sloan, Reilley & Roman.
Frank received his Bachelor of Arts degree, with distinction, as an Echols Scholar from the University of Virginia where he served as chairman of the university’s student-run Judiciary Committee. He earned his Juris Doctor degree from UC Berkeley School of Law.
“Whether its compliance, contracts or customer service, Carenet constantly strives to be the best run and best organized company from the inside out.”
A board-certified practicing pediatrician, Dr. VanGelderen oversees the quality and service of Carenet's clinical operation and is the senior leader of the Quality Management Committee. He is also managing partner of Children's Medical Group of Saginaw Bay, Michigan, a pediatric group practice that has been recognized since 2010 as a patient-centered medical home by Blue Cross Blue Shield. The practice has been a participant in the Michigan Primary Care Transformation demonstration project since 2012, which is the country’s largest multi-payer patient-centered medical home demonstration.
Dr. VanGelderen graduated magna cum laude from Kalamazoo College with a bachelor of arts in biology and from Wayne State University School of Medicine. He completed his pediatric residency at the William Beaumont Hospital and is certified by the American Board of Pediatrics. Prior to Carenet, he served five years as the medical director for MedConnection, a nurse triage call center.
"I have been with Carenet from the beginning and as our company expands I continue to be impressed with the quality and dedication of the entire team."
As vice president of clinical services, Kathy oversees Carenet’s clinical operations, clinical training and quality improvement teams. She is also responsible for accelerating the growth of the company’s clinical solutions through high-performing service delivery.
Kathy has 28 years of diverse clinical and leadership experience. Prior to joining Carenet, she helped West Corporation strategically define and build its clinical healthcare business. In her most recent role as vice president of operations for Health Advocate, a division of West, she oversaw the performance and profitability of a portfolio of healthcare programs.
Before West, Kathy spent several years in the home health industry. As a general manager/administrator at Option Care, she was responsible for accredited multidisciplinary patient care teams, including the profitable growth of ambulatory infusion services.
Kathy was also a health services manager at Saint Elizabeth Healthcare, where she managed a team of 150 registered nurses located in multiple cities. In addition, she served as director of quality of assurance and assistant director of clinical services at Homecare Dimensions.
Kathy’s acute care clinical experience includes critical intensive care, emergency/trauma services, cardiac care and flight transport team in both adult and pediatrics.
“Our team of compassionate professionals help patients and members overcome care obstacles and make more informed healthcare decisions. As a result, we improve clinical outcomes and reduce costs.”
A results-driven healthcare leader, Stacie has an extensive background in client services, operations, quality and training. She oversees Carenet’s Client Services and Customer Experience teams. Responsible for client/partner growth and loyalty, as well as elevated and memorable member/patient experience levels, Stacie ensures Carenet always delivers five-star customer experiencess and unparalleled value to all of its customers. As Carenet’s primary voice of the customer, she advocates for these important constituent’s needs throughout the organization by spearheading the design, implementation and promotion of practices and processes that consistently exceed their expectations.
Since originally joining Carenet in 2011 as vice president of client and strategic services, Stacie has successfully led and executed dozens of new program implementations by partnering with all stakeholders on project delivery, customer experience, solution development and deployment, and revenue generation. With a keen eye for efficiency, Stacie continually collaborates with departments across the organization to refine processes to elevate customer experiences and maximize resource utilization.
Stacie joined Carenet from American Express where she served for five years as program manager, global partner relations, responsible for merchant acquisition and optimization as well as customer marketing and engagement. Prior to American Express, she enjoyed eight years at West Corporation where she was promoted to business director responsible for the strategic direction and operational execution for Fortune 500 companies and the U.S. government.
"Delighting our customers – and winning their hearts and minds – is our top priority."
Carenet’s extremely high client retention rate is a testament to Frank’s ability to anticipate and exceed the needs of the company’s business partners. By applying nearly 30 years of experience in developing customer service and sales solutions for contact centers, Frank successfully leads Carenet’s Member Services division in providing high quality healthcare support to tens of millions of consumers worldwide.
With an expert hand and contagious enthusiasm, Frank keeps his department running like a finely tuned machine. He adeptly balances costs and ever-changing industry regulations with consistent delivery of 24x7x365 customer care and measurable results to ensure satisfaction among all stakeholders including providers, payers, members/patients and team members.
Before Carenet, Frank held a senior-level management role at one of the nation’s leading outsourced contact center providers where he directed the operations for 15 call centers staffed with more than 4,500 employees worldwide.
“When we say customer experience excellence is a way of life at Carenet, it means that we will support the needs of each and every individual we support in a way that is memorable and impactful. We want each person we interact with to be very pleased with the support and guidance we provided to them.”
A dynamic, innovative senior technology leader, D.J. is highly experienced in building teams, creating relationships, and striking the right balance between business needs and information technology (IT) requirements. D.J. directs the use and application of technology, systems, software, data, business intelligence and infrastructure to meet the strategic IT needs of Carenet Healthcare Services and the company’s clients and partners. He is responsible for the overall planning, coordination and direction of the IT department, including network functions and connectivity, information systems, disaster recovery, telecommunications systems, software program development and support, and more.
With more than 20 years of experience, D.J. brings a wealth of knowledge to the Carenet team, including expertise in IT planning, operations and management. Prior to joining Carenet, he held numerous technology roles at Alorica (formerly West Business Solutions), including vice president of innovation and strategic technology, vice president of information services, and director of systems architecture.
“I’m excited to apply my technology expertise and leadership skills toward the development of innovative solutions that enhance the healthcare experience and help our partners meet their goals and differentiate themselves in the marketplace.”
A highly experienced business operations leader, Rick brings a wealth of knowledge to Carenet, including expertise in process development and improvement, client operations, talent management, workforce management, training, new client implementation and financial management. He is responsible for designing strategic initiatives that optimize operational efficiencies and business processes, ultimately increasing Carenet’s market position, scalability, organizational growth and profitability. He also leads our Enterprise Project Management Office.
Rick joined Carenet in November 2015 after a successful 26-year career at West Corporation, where he held senior leadership roles across several of West’s companies and led numerous enterprise business process improvement and operational excellence initiatives. Most recently, he served as West’s vice president of business performance, where he oversaw process improvement, account management planning, leadership development, and staffing and training for more than 70 client programs.
“Every day at Carenet, I am reminded why I joined this team. It’s hard to beat working with so many people who live the core values that shape the innovative solutions we create to service healthcare customers and consumers. I am proud to be a part of this organization.”
Equally right- and left-brained, Skip has 30 years of experience successfully driving brand growth and engagement by delivering marketing platforms that keep pace with the ever-changing demands of today’s complex multi-channel environment. His expertise includes developing strategies that transform brands, building effective cross-functional teams, and harnessing consumer insights to drive business outcomes.
Skip has held senior leadership positions at numerous award-winning organizations. Before joining Carenet, he played a significant role in the creation, growth and management of world-class brands for emerging, mid-tier and Fortune 500 companies as president of branding and marketing at ArchPoint Group. Prior to ArchPoint, he served as vice president of brand planning at BBDO-NY where he led branding and communications initiatives for the agency’s largest client, AT&T.
Skip received his Bachelor of Science in mass communications from Abilene Christian University, where he remains active as a visiting committee member and advisory board member for Morris+Mitchell, the school’s student-run ad agency. He is also a winner of the university’s prestigious Gutenberg Award for Outstanding Alumni.
“Carenet has an amazing and powerful brand story to tell. I feel privileged to be a part of the team that gets to define and tell this story every day.”
A results-driven, customer-focused strategic thinker, Rhonda brings more than 20 years of leadership experience in corporate business and human resources management to Carenet. Throughout her career, she has worked in a multitude of industries, including ten years in the healthcare sector.
Before joining Carenet, Rhonda was a senior human resources business partner for Oasis Outsourcing, where she provided leadership in the areas of talent management and organizational development. Prior to Oasis, she led recruiting and employment at ILEX Oncology and directed benefits and compensation for PRA International.
Rhonda was the 2015 president of the Pinnacle Award-winning San Antonio chapter of the Society for Human Resources Management (SHRM). She received a Master of Business Administration from James Madison University in Virginia and a Bachelor of Arts in psychology from the University of California at Berkeley.
As vice president of People Services, Rhonda is responsible for leading all aspects of talent management with an emphasis on acquisition, change, organizational and performance management strategies, compensation, and benefits.
“Carenet has an amazing culture of caring and concern. I’m thrilled to be a part of such a passionate team of purpose-driven individuals who truly believe people are the heartbeat of the organization.”
Ken is responsible for shaping the day-to-day processes and holistic future of Carenet’s workforce management planning. Specifically, he leads the evolution of the workforce team and platform by aligning them to business objectives, creating analysis and tools for improvement, and driving the company performance to goals.
Ken has 29 years of domestic and international experience in workforce operations across numerous industries, including telecom, financial services, technology and retail.
Before joining Carenet, Ken was the vice president of global workforce management at STARTEK, Inc., a customer engagement/business process outsourcing company. While there, he oversaw the organization’s 135-person global workforce organization, managing forecasting and scheduling for over 15,000 agents.
Ken earned a Bachelor of Business Administration from Old Dominion University.
“Being able to help support our employees, as well as our clients, through workforce management efforts based on people first, technology and automation is what motivates me each and every day.”
Chris is responsible for ensuring our production teams are operating as efficiently and effectively as possible. Specifically, he leads the evolution of our operational teams and platforms toward a world-class, data-driven service ecosystem.
Chris has 20 years of contact center and business process outsourcing experience across a variety of verticals including healthcare, retail and financial services, and is a Lean Six Sigma Master Black Belt.
Before joining Carenet, Chris was the director of operational solutions and planning at STARTEK, Inc., a customer engagement/business process outsourcing company. While there, he led the solution design team and orchestrated projects spanning five countries and seven internal departments. He started his career with Sears, Roebuck and Company before moving on to leadership roles at Sykes, Inc. and Sutherland Global Services.
Chris earned a Bachelor of Arts from Georgetown College and earned his Lean Six Sigma Master Black Belt from Villanova University.
“The dynamic environment we operate in requires that we apply a rigorous and collaborative approach as we work to make each interaction right—the first time and every time. It’s exciting to be part of a team that is focused on doing what we say and finding ways to do more.”