Ryan O’Donnell is the Vice President of Member, Account and Provider Service at Blue Cross Blue Shield of Massachusetts (BCBSMA). BCBSMA is the largest private health plan in Massachusetts and one of the largest independent, not-for-profit Blue Cross Blue Shield plans in the country, serving 2.8 million members. Ryan’s leadership experience includes multiple aspects of the health care industry, including health insurance, integrated delivery systems, and electronic medical record implementations.
Reporting to the Chief Operating Officer, Ryan oversees a team of 735+ associates and a $50M+ annual budget comprised of Member Service, Account Service, Provider Service, Appeals & Grievance Program, Federal Employees Program, Strategy & Business Operations (Training, Quality, Analytics), and a multi-year Customer Relationship Management migration program. Ryan ensures that his team members are empowered to help the company achieve its promise to provide an unparalleled consumer experience.
Previously, Ryan served as Vice President of Operations, where he led the Account, Member, & Provider Installation unit, including Enrollment Operations, Provider Operations, and the Configuration of customer benefits and payment/medical policies. He also had responsibility for IT functions, including Quality Assurance and IT Production Support. Ryan has also served as the company’s Data Breach Coordination Team Leader as well as the Commercial 51+ Fully Insured Segment Head, helping to set the strategic direction for the 640,000+ members, 1,800+ accounts, and $3+ billion in annual premium revenue in the segment. Prior to these roles, Ryan served as the Director of Business Planning and as a Senior Consultant in the BCBSMA internal consulting group.
Before BCBSMA, Ryan worked as a senior consultant and project manager in the Healthcare Solutions Group at CGI Inc., an IT and business process services firm. At CGI, Ryan implemented electronic health record and enterprise content management solutions for major health care provider systems throughout the country. Additionally, Ryan worked in the Corporate Planning Department at Henry Ford Health System in Detroit, MI.
Ryan is an active member of the community. He is a Board Member for the Boston Health Care for the Homeless Program and a coach for Dedham Youth Soccer. He served as a Big Brother in the Big Brother Big Sister Program for over 12 years. Ryan is a past recipient of the BCBSMA Volunteer of the Year and the Massachusetts Big Brother of the Year awards.
Ryan earned the Certified Health Insurance Executive designation through America’s Health Insurance Plans (AHIP). He holds a Master of Health Services Administration degree from the University of Michigan and a Bachelor of Arts degree with distinction from the University of Virginia.
Ryan resides in Dedham, MA with his wife, Jayme, and their three children, Jackson, Grady, and Layne.