by Stephani Simmons
August 31, 2017
Head of Customer Experience, Strategy and Operations,
Blue Cross Blue Shield of Massachusetts
Katie Catlender is the Head of Customer Experience, Strategy & Operations at Blue Cross Blue Shield of Massachusetts. She is the senior leader championing the consumer centricity strategy, execution, and discipline for the organization. Prior to joining BCBS Massachusetts, Katie held executive leadership roles overseeing Sales, Product, Customer Service, Operations and Customer Experience at Neighborhood Health Plan, and led Customer Service, Account Service and a variety of other market facing leadership positions at Harvard Pilgrim Health Care during its time as the #1 health plan in the country. Katie is passionate about ensuring that the customer is taken into consideration at all times, in all departments, and in all major decisions.
Katie has over 20 years of health insurance leadership expertise driving strategy to execution, diversifying business lines, transforming customer experience, and leading financial turn arounds with a balanced approach of achieving service excellence results alongside financial health. She serves at Board and executive leadership levels to collaborate, advocate, influence, champion change, engage people and achieve results. She holds a strong focus on developing and mentoring senior leaders within the organization and across the industry. Katie earned a bachelor’s degree in Health Management and Policy from the University of New Hampshire. She holds the Certified Health Insurance Executive (CHIE) certification from America’s Health Insurance Plans (AHIP), served as a Director on the Board of the Massachusetts Association of Health Plans, and holds several leadership designations, including Women Unlimited LEAD, Boston College Executive Leadership for Change, and the AHIP Executive Leadership Program with Kellogg School of Management at Northwestern University.