Human Arc Leadership
Michael J. Baird (Chief Executive Officer) founded Human Arc in 1984 and has been its chief executive and strategic visionary ever since. He is a unique executive who measures his company success based upon synergistic dual missions: increasing the fiscal health of Human Arc’s hospital and health plan clients while, at the same time increasing the access to healthcare and positively impacting quality of lives. As Chief Executive Officer, Mr. Baird has grown Human Arc from an innovative start-up to a national leadership position in its industry, with hundreds of employees serving clients across the nation. His innovative leadership has been instrumental in the firm's ten-time recognition among the Weatherhead 100 Fastest Growing Companies list. Human Arc has also won ten-time recognition among the North Coast 99 Best Places to Work in Northeast Ohio, Inside Business magazine's Top 90 Performing Companies status, plus the prestigious Pillar Award for Community Service (in both 1999 and 2009). Mr. Baird’s personal recognitions include the American Red Cross Vega Award for exemplary board service and outstanding leadership as well as the Pillar Award. He has served as a member of the boards of Group Services, Inc., Cleveland’s Council of Smaller Enterprises (COSE), Clearwater Health Services, etc. He has also worked on multiple committees of the American Association of Healthcare Accounting Management. In addition, Mr. Baird was as a delegate to the White House Conference on Small Businesses. At present, he serves on the Advisory Board for Team NEO, a Northeastern Ohio Regional Economic Development Organization, as well as on the Board of Directors for Central Hospital Services, Inc., the for-profit subsidiary of the Center for Health Affairs. He holds a business administration degree from Ohio University (Athens, OH).
Jeffrey L. Markle (President and Chief Operating Officer) brings to Human Arc executive leadership over 25 years of experience running or managing healthcare services companies. His is an impressive professional history of sales and product marketing success, with proven expertise in building companies both organically and through merger and acquisition partnerships, plus a record of consistent profitability growth throughout. Mr. Markle joined Human Arc in 2006 after serving as President and COO of the Plan Vista Solutions payer services division of ProxyMed, Inc. (Atlanta, GA), a major provider of electronic healthcare transaction and cost containment processing services across the United States. Prior to that, he was President and COO of PlanVista Corporation (Tampa, FL), a leading supplier of medical claim cost containment services to healthcare payers and providers, including integrated network access, electronic claims re-pricing, and claims and data management services. Mr. Markle’s earlier career included presidential and vice presidential roles with a number of healthcare and healthcare-related firms in the U.S. and Canada, during which he gained exceptional leadership experience in the areas of medical reinsurance, home healthcare, executive and occupational health, and dental and hospital products distribution. In addition, he has served multiple years as a board member of the American Association of Preferred Provider Organizations, the leading national association of PPOs and affiliate organizations. He has also been a club president and district director in the Rotary International organization. Mr. Markle holds a Bachelor of Business Administration degree in management and finance from Southern Methodist University (Dallas, TX).
Glen B. Lair (Executive Vice President of Product Development) has steered, with Chief Executive Officer Michael J. Baird, Human Arc’s course since its nascence in the mid-1980s. Mr. Lair combines unmatched expertise on government healthcare programs and their funding mechanisms with exceptional vision in product innovation, development and market economics. His leadership has been instrumental to Human Arc’s rapid growth in terms of organizational capability and service line breadth. Mr. Lair has helped build and introduce all new Human Arc offerings, most recently the Best Benefits service (to locate, screen and enroll disabled Medicaid managed care plan members for Supplemental Security Income or Social Security Disability benefits), Disproportionate Share Services (in Ohio) and the firm’s PremiumAssistsm Dual Eligibility (outreach, retention, documentation and adjustment) and Part D Solutions services for Medicare Advantage and prescription drug plans across the U.S. Prior to 1986, he served as a manager with Touche Ross & Company. Mr. Lair is a very recognized industry figure; he has spoken at major conferences of the Healthcare Financial Management Association as well as the American Association of Healthcare Administrative Management. In addition, he is a member of the Ohio Society of Certified Public Accountants. Mr. Lair holds a business administration degree from Baldwin Wallace College (Cleveland, OH).
Patrick J. Mulloy (Chief Financial Officer) is responsible for driving Human Arc’s organizational financial strategies. This will encompass not only treasury functions, budgeting, audit, tax and accounting management but also merger and acquisition valuation and analysis, financial planning, fiscal policy development and leadership of our due diligence process. Mr. Mulloy comes to Human Arc from the CFO’s position at MDG Medical (Cleveland, OH), an innovation leader in automated medication dispensing. In this position, he helped guide that firm to driving top line revenues, securing new equity capital and substantially reducing overhead. Mr. Mulloy has held leadership positions at several high-growth firms, most notably Hyland Software, where his hands-on fiscal leadership helped it grow from a start-up into a leading name in enterprise content management solutions. He is a Certified Public Accountant and holds an MBA from Case Western Reserve University (Cleveland, OH) and a BA from Hillsdale College (Hillsdale, MI). Mr. Mulloy serves on the Board of Directors of Applewood Centers, Inc. (Cleveland) and St. Edward High School (Cleveland).
Robert W. Glaser (Senior Executive Vice President, Operations) holds overall responsibility for the financial positions of all three major Hospital Business product groups – Eligibility Enrollment Servicesm, PayerLogicsm Services and Disproportionate Share Services – as well as the company’s two main Health Plan Business product groups – PremiumAssistsm Dual Eligibility Outreach and Enrollment Services and Best Benefitssm for the Aged, Blind and Disabled. For each of these five groups, Mr. Glaser is heavily involved in defining growth strategies, operating policies and future investment requirements. Prior to this promotion in 2011, he held responsibility for the company’s Hospital Business sales and profits. His focus has always been directed toward the development of client services, and he has been instrumental in bringing about significant profitability and quality increases over the years. He came to Human Arc in 1994, and, in his initial role as Ohio Operations Leader, Mr. Glaser helped drive our restructuring into client-centered business units, each with its own P&L responsibilities. He stresses leadership training, personal empowerment, dissemination of best practices across business units, and building a corporate culture committed to integrity and total quality. Mr. Glaser’s formative professional years were spent with ITT Financial Services; he served as a branch manager and subsequently as a regional manager over a dozen offices in the Cincinnati and Columbus areas with 100 employees and a $75-million loan portfolio. He is married, has five children and holds a BA degree from Ohio State University and an MBA from Xavier University.
Jill Spencer (Executive Vice President, Business Development and Client Relations) holds overall responsibility for new business sales, cross-selling, client retention and strategic partnerships for all three major Hospital Business product groups – Eligibility Enrollment Service, PayerLogic Services and Disproportionate Share Services – as well as the company’s two main Health Plan Business product groups – PremiumAssist Dual Eligibility Outreach and Enrollment Services and Best Benefits for the Aged, Blind and Disabled. Prior to promotion to this position in 2011, she had responsibilities over the firm’s Health Plan Business sales and strategic initiatives. She joined Human Arc in 2001 with responsibility for the firm’s Dual Eligibility Services, including P&L functions, internal operations, product development, compliance requirements, sales, new client implementation and ongoing process improvement. In 24 months, Ms. Spencer grew her service line’s revenues over threefold. Prior to joining Human Arc, Ms. Spencer was Vice President, Managed Care, for MemberHealth, a Cleveland, Ohio-based pharmacy benefits management firm. Before that, she served 15 years with Prudential HealthCare in its commercial health plan and Medicare+Choice operations. She holds a BA degree from Miami University (Oxford, OH) and a number of industry designations: Financial Life Management Institute (FLMI) membership, Associate of Customer Service of the Life Office Management Association (LOMA), and Professional, American Academy of Healthcare Management (PAHM). She also holds Ohio insurance agent licensure, has served on advisory boards focused on seniors, and is a recognized speaker around the industry.
Holly Pelaia (Vice President of Operations, Hospital Business) has responsibility for hospital service quality, performance and profitability. Reporting to her are the operational leaders and staffs for all hospital service lines: Eligibility Enrollment Servicesm, Disproportionate Share Services and PayerLogicsm Services. Her action-oriented management philosophy centers on responsiveness to customers and their needs. Ms. Pelaia possesses demonstrated organizational and leadership skills, change agent expertise, a problem-solving orientation and a consistent record of success. Since 2006, she had served as Human Arc’s Corporate Director, PayerLogic Services; her leadership drove significant improvements in the quality of our out-of-state Medicaid billing and follow-up business as well as introductions of services to address emerging challenges like those posed by RAC’s. Before joining Human Arc, she was Vice President of Revenue Management for Spectrum Diagnostic Imaging, a capacity in which she was critical to strategic planning, training, compliance, new contract development, cash management and customer service. Prior to that, Ms. Pelaia served as Director of Accounts Receivable and Insurance Operations for DentalCare Partners, Inc., the management firm for 68 Sears Dental facilities. She is an industry-recognized speaker, a Northeast Ohio HFMA board member, and co-chair of its Patient Financial Services Committee. She holds BS and BA degrees from Miami University (Oxford, OH) and leads two major initiatives on behalf of the National Multiple Sclerosis Society.
Eli Santiago (Vice President of Operations, Health Plan Business) has senior operations management responsibility for Human Arc’s dual eligibility outreach, re-determination, documentation and adjustment efforts for Medicare Advantage, MA-PD and PDP plans, as well as Best Benefits SSI/SSDI disability processing programs for Medicaid managed care plans. In addition, he directs all of Human Arc’s Health Plan Business financial/systems analysis efforts. Mr. Santiago has close to 30 years experience in the healthcare industry, having held a number of executive level positions in primary care centers, hospitals, hospital systems and Medicaid and Medicare managed care plans (most recently, Independence Blue Cross, Philadelphia, PA). His areas of deep expertise include health plan operations, revenue management and systems design and implementation. He has spoken at major industry and association conferences and has participated in key industry task forces. Mr. Santiago has successfully developed and implemented business systems applications designed to handle the requirements of CMS health plan risk adjustment reporting and management. In addition, he has been the architect of comprehensive systems to ensure revenue optimization related to plan membership and CMS special status management. Mr. Santiago holds both a BS degree and a master’s degree in business administration (health care administration) from Cornell University (Ithaca, NY).
Stephen J. Mullin (Director of Corporate Marketing and Product Development) has responsibility to ensure that our products and services have compelling and scalable value propositions for customers and the people they serve, direct corporate marketing and branding strategies and sales support, and also direct Human Arc product development processes to ensure that our new product and service concepts move successfully through research and development to market launch. Prior to his present role, Mr. Mullin was Business Solutions Manager with profit-and-loss responsibilities for the company’s IQualify Medicaid eligibility and charity care screening software solutions. Before joining Human Arc in 2007, he served as Strategic Marketing Director, Radiology Segment, with Philips Medical Systems’ Computed Tomography Division (Cleveland, OH), responsible for product marketing strategies that led to record performance levels. Prior to that, Mr. Mullin spent over six years with General Electric’s Healthcare and Commercial Finance groups in pivotal marketing and product introduction team leadership roles. He holds GE Six Sigma Quality Certification and is a graduate of the GE Leadership Development Program. His BA degree is from Providence College (Providence, RI), and he holds a master’s degree in business administration from the F. W. Olin Graduate School of Business at Babson College (Wellesley, MA).