Stanja Frenette is accountable for strategy and planning of service delivery, information management and analytics, enterprise architecture, and information system operations for PBC Solutions, a wholly-owned subsidiary of Pacific Blue Cross (PBC) that was established in August 2022.
In her 12 years at PBC—most recently as the Associate Vice President of Operations—and more than 20 years in service delivery and operations, Stanja has led complex operational areas for utilities and health benefits processing on a local and national scale. She has built her career on the principle of ensuring a thorough understanding of the stakeholder’s needs and effectively communicating them to develop best-in-class front and back office operations. Her passion for customer service led her to become PBC’s Complaint Officer, providing oversight to the company’s escalation handling procedures and policies, investigating customer issues, and turning escalations into informative business information to drive priorities and decision making.
Prior to joining PBC, Stanja oversaw teams through the delivery of major enterprise-wide system implementations, mergers and acquisitions, business disruptions, and major overhauls of service delivery models with organizations such as Accenture, BC Hydro, and New Brunswick Telephone. Through all of her roles, she has successfully reduced cost structures of operations while maintaining customer satisfaction.
Stanja has held many Chair and Committee positions with the Canadian Life and Health Insurance Association such as the Electronic Claims Committee, Annual Claims and Anti-Fraud Conference Executive Committee, and the Group Administration Working Group. She has been a guest speaker on operational topics such as claims and payment processing in a variety of industry conferences over her career.
Stanja holds a Diploma in Business Information Technology Systems Analysis and Design from the New Brunswick Community College. Beyond her career, Stanja enjoys exploring our beautiful province, spending time with her pets, and artistic and culinary pursuits with her friends and family.