Frank LaSota: Unclogging Medicare's call centers

Name: Frank LaSota

Age: 33

Organization: National Government Services, a subsidiary of WellPoint, supporting the Centers for Medicare and Medicaid Services' Office of External Affairs and Beneficiary Services

Title: Senior Manager of Next-Generation Desktop Updates and Special Projects

Nominated for: Managing the complex array of systems behind the virtual call-center operation that supports more than 40 million Medicare beneficiaries. LaSota and his team have been upgrading the technical plumbing of the virtual call center to the latest technology. They also have designed a new single sign-on system, bringing some much-needed flexibility and scalability.

First IT mentor: Gary Davis, who taught me that there were no IT- or business-related challenges that cannot be overcome with creative thinking, a cool head, perseverance and teamwork. With this philosophy, the team I manage is able to achieve goals, attain an unmatched level of performance, solve complex problems and add superior business value with focused precision.

Latest accomplishment on the job: Completed a very large Siebel 8.1.1 upgrade and 7.7 to 8.1 data migration for the 1-800-Medicare contact centers with zero downtime or production defects. These contact centers support more than 40 million Medicare beneficiaries.

Career highlight: Being asked to participate in and contribute to service-oriented architecture and [customer relationship management] governance discussions with CMS’ Technical Review Board.

Favorite job-related bookmark: Google.com.

Favorite app: iGoogle Magic 8 Ball.

Dream non-IT-related job: Police officer — I’ve always wanted to follow in my dad’s footsteps.

Read the next Rising Star profile or view the full list of winners.


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