Shields joined Serco’s business development team in October 2017 as VP, Health Sector, bringing over 30 years of private and public sector leadership with recent expertise in supporting healthcare. Prior to Serco, she worked for HHS Centers for Medicare and Medicaid Services (CMS), where she served as the Deputy Director of the Center for Consumer Information and Insurance Oversight (CCIIO). At CCIIO, she served as the executive leader responsible for all business operations and day to day management for implementation of the Affordable Care Act health reforms.
Shields also served as the Director for Marketplace Operations at CMS, where she led multiple Healthcare Open Enrollment periods as well as oversaw the implementation, design and launch of mission critical systems for the disbursement of over $23 billion in federal payments to the health insurance plans. Other leadership roles she held at CMS included Director of the Consumer Information Insurance Systems Group, where she oversaw the federal recovery team responsible for healthcare.gov and as Director of the Customer Liaison and Support Services Division which provides end user support services for all CMS employees nationwide. Prior to CMS, Shields supported the Department of Defense, Treasury and other government agencies while working at Lockheed Martin for nine years.
In her new role, Shields oversees the Company’s operations on the CMS contract which the Company was awarded in 2013. She also leads the North American strategy and expansion of Serco’s consulting, business processing, and operational solutions that assist Federal, State and Local governments in providing healthcare services and solutions. She now reports directly to Dave Dacquino, Serco’s Chairman and CEO.
“Upon joining Serco in October, Karen fit right in with the culture here at Serco. Her passion for providing innovative solutions in the healthcare market, coupled with a unique customer-centric perspective ensured us that she was the right candidate to lead our newly formed health services business unit,” said Dave Dacquino, Chairman and CEO of Serco Inc.