Brian Edwards

Brian Edwards has extensive experience in various leadership roles within the healthcare industry. Starting in 2004, they worked as a Program Leader at T-Mobile/Sprint, where they oversaw the integration of multiple product lines and implemented call center process improvements. In 2005, Brian transitioned to Blue Cross and Blue Shield of Kansas City and served as a Business Process Manager, optimizing business models and leading process improvements. Brian then moved on to become a Manager of Operational Readiness, where they facilitated changes to align with Affordable Care Act requirements. Brian later became the Manager of Customer Experience and the Director of Operations at Blue Cross and Blue Shield of Kansas City, overseeing call center operations, developing customer-centric strategies, and aligning company strategy with operational frameworks. In 2018, they joined GEHA as the Director of Customer Experience, where they implemented member experience initiatives and spearheaded a formalized customer experience framework. Currently, Brian is the Vice President of Membership at the American Academy of Family Physicians, responsible for leading acquisition, retention, and revenue growth of the membership faction while managing relationships with local chapters.

Brian Edwards holds a Bachelor of Business Administration (BBA) degree in Finance, General from Langston University. Brian also pursued further education and obtained a Master of Business Administration (MBA) degree in Finance, General from the University of Central Oklahoma.

Additionally, Brian Edwards has acquired several certifications. Brian obtained an Experience Strategy Certification from Stone Mantel in May 2023. In January 2023, they earned the Certified Association Executive (CAE) certification from ASAE: The Center for Association Leadership. Furthermore, Brian obtained the Accredited Customer Experience Master (ACXM) certification from BP Group in June 2019. Brian also achieved the Certified Process Professional Master (CPPM) certification from BP Group in the same month and year.