Pamela J. Carroll

Pamela CarrollPamela Carroll, Collaborating Consultant, has over twenty years of leadership experience concentrated in the areas of process and organization transformation, strategy development, change management, and metric development and reporting. Her specialty is leading large scale, complex change initiatives. As a senior level operations executive working within a major corporation, Ms. Carroll improved earnings and service performance by reengineering processes and organization design, and realigning cost structure. She has provided leadership, communication and metrics for large, dispersed organizations and has a proven track record of building effective strategic alliances.

Representative Accomplishments

Transformed claim organization including redesign of adjudication process, organization, and technology. Redesigned all roles within department and implemented eighteen-month transition plan, allowing department to continue successful delivery of required service levels to existing customers. Retained 89% of department employees and 100% of identified high-potential employees through strong communication, training and development programs, detailed transition plans, and a structured advancement process.

Integrated new acquisition into existing organization and enabled the combined organization to close new sales within the first six months. Led turnaround of financial performance from monthly loss of $1M to break-even performance in 4 months.

Established, relocated, and redesigned four offices to create environments consistent with vision, process, and organization.

Reengineered performance guarantee contractual process, standardizing contractual options, defining approval process, timing and communications required, mandating reporting of outstanding risk and penalties incurred. Reduced penalties incurred by 85% and eliminated 90% of exception processing.

Reengineered process for development, publication and communication of procedures and regulations within 800-person, 6-office, claim organization. Included metrics and training/testing process to insure compliance within this highly regulated industry.

Partnered with Pennsylvania State University to create a case study for their business core curriculum on Claim Department Transformation.

Led business unit’s strategy development to identify key market requirements, assess competitive scenario, align market opportunities with organization’s strengths and define which products and services to promote. Scope of this externally focused initiative included collaboration with internal partners, customers, potential customers, futurist, economist, and industry experts. Business unit represents $500M in revenue.


Prior to her association with Change Partners Ms. Carroll was Sr. Account Executive with Geostrategy Consulting, Inc. in their reengineering and transformation practice. Prior to Geostrategy she was a Vice President with Coventry Health Care and was responsible for the operational integration of newly acquired healthcare businesses into the Coventry model. She led and managed an internal program to improve performance of under-performing health plans within Coventry. Prior to her role at Coventry, she was a Vice President at CIGNA for 10 years where she managed an 800-person national disability claim organization with six offices across United States.


  • Wharton School of Business, Executive Development Program
  • Wharton School of Business and CIGNA Executive Education Program
  • B. S. Consumer Related Services, Pennsylvania State University