Executive Director's August Message

It is my great pleasure to announce the promotion of Rin Coleridge to the Chief Operating and Experience Officer role. It was critical that we find the right leader who can develop and implement a comprehensive customer experience strategy and drive innovation and improvement. Our members are at the center of what we do and improving their experience is our North Star. I am confident Rin has what it takes to lead and modernize our Operations and how we serve our members.

Rin joined the Health Service System (HSS) in 2013 as the Enterprise Systems and Analytics Manager and HIPAA Privacy and Security Officer. During Rin’s tenure, HSS has greatly benefited from Rin’s problem-solving approach and analytical mind. Rin implemented a system solution to administer the 2008 Proposition B in 2013, the HSS Salesforce Cloud in 2015, and a content management system that digitized all member records in 2016. Under Rin’s leadership, we improved our ability to support our members by making it easier to access their records and identify issues to resolve.

Rin consistently takes the initiative to improve the enterprise systems HSS relies on to support the needs of our department and member experience, and Rin ensures we stay compliant through a vast array of changing regulations.

HSS leaned on Rin to develop, pilot, and launch our first online enrollment system known as eBenefits, which created a new way for members to make their enrollment elections. Online enrollments avoid manual data entry errors associated with paper applications and enables our Member Services staff to support our members more efficiently. As Rin’s responsibilities and scope of work grew, Rin was promoted to 0932 Director of Enterprise Systems and Analytics in 2021.

Rin has repeatedly demonstrated the ability to bring innovative solutions to the forefront. I have personally witnessed how much Rin’s team respects and appreciates Rin’s leadership, and now, our entire Operations will benefit from Rin’s thoughtful approach and leadership style where listening to understand is the foundation from which solutions will be built.

I look forward to working with Rin to move the mission of the Health Service System forward.

In good health,

Rey Guillen