Heather Lacy

Heather is a veteran in health plan operations, with 18 years of experience and has successfully led teams with three large health insurers. She is the Director of Customer Experience for EmblemHealth and is responsible for service operations in Medicare, Medicaid, Health Care Exchange and Commercial lines of business. Her direction has led to improvement in EmblemHealth’s Medicare customer service star rating. Heather also has shared oversight for the companies CMS complaint tracking module and partners with the organization to improve HEDIS measures through multiple touch points with customers.