Lou Ursini is Senior Vice President and head of Aetna IT organization. Aetna IT is closely aligned with our businesses and partners in providing solutions, production support, and quality and testing functions for the information technology deliverables supporting Aetna’s and Coventry’s legacy businesses as well as many of Aetna Affiliate IT teams. The team is comprised of approximately 1,500 fte’s and over 2,000 consultant partners. Lou has led this team since August 2012.
Lou joined Aetna in 1986 as a programmer trainee. Over the course of his career, he rose through the IT ranks, becoming the general manager for Claims in 1999, the chief information officer for USQA in 2000, the head of the Strategic Systems and Processes program (SSP) in 2003 and the head of Program/Application Delivery and Production Support in 2005.
Lou has led many successful IT initiatives including the SSP Program, a multi-year, $400 million dollar initiative to revamp Aetna’s core systems and processes. He was responsible for the Executive Management Information System (EMIS) and played a significant role in Aetna’s merger and acquisition work from 2000-2010. His contributions have been recognized by many across the organization, including two Chairman Awards – the highest honor awarded at Aetna.
In 2010 Lou moved from IT to Aetna Service Operations (ASO) where he led their “Breakthrough for Growth” (B4G) work to develop a lower-cost operating model. ASO’s B4G program lunched over 80 projects and achieved approximately $130 million in benefits.
In March 2011, Lou was named to lead ASO’s Member and Plan Sponsor Services (MAPSS), an organization of over 5,000 employees in over 20 locations. MAPSS was responsible for member calls and support services, plan sponsor services, which includes benefits implementation, enrollment and eligibility, contracting, billing and accounts receivable, and for promoting Aetna’s eBusiness capabilities. MAPSS supported customers across multiple segments and a broad portfolio of products including medical, dental, behavioral health, disability and Aetna One Premiersm.
Under Lou’s leadership, the Aetna One Premiersm health concierge call center earned the J.D. Power and Associates Call Center Certification* for providing "An Outstanding Customer Service Experience."
Over the past few years Lou has delivered the enterprise IT Portfolio of new projects ranging from 300 to 400 Million per year. Some of the most recent major accomplishments include a new Clinical platform for Community Care program, technical support for a new high end customer service model (A1A), the successful delivery of Aetna’s newest technical administration platform used for our individual , JV and Medicare business. This effort involved over 20 separate administrative platforms either purchased or built as well as an enterprise integration engine to tie the software products together. This went live in four markets on 1/1/2016.
Lou obtained his bachelor's degree in information systems from Quinnipiac College and his master’s in business administration from the University of New Haven.
He is a member of the Quinnipiac School of Business Board of Directors and was the prior chair on the Council for Affordable Quality Healthcare's (CAQH) Committee on Operating Rules for Information Exchange (CORE) board. Lou is also a founding member of the Healthcare Advisory Board for Cognizant, a software service company and a former member of CT Chapter of JDRF (Juvenile Diabetes Research Forum).
*For J.D. Power and Associates Call Center Certification Programsm information, visit J.D.Power and Associates.
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