Beneficiary Support Center (BSC) Team Leader at International SOS – TRICARE Overseas Program (2025-08 – Present)
Lead first-line management team overseeing Customer Service Executives delivering operational support to beneficiaries worldwide, including U.S. military members and families accessing healthcare services.
- Manage service delivery for BSC teams, ensuring compliance with Service Level Agreements and contract standards.
- Allocate resources and develop team schedules to meet global client demand efficiently.
- Drive quality assurance and governance through audits, policy adherence, and process improvements.
- Collaborate with cross-functional TRICARE teams to ensure seamless service execution.
- Lead recruitment, training, and performance management for Customer Service Executives and Team Leaders.
- Implement Business Continuity Plans (BCP) and conduct annual testing for operational readiness.
- Maintain stakeholder relationships and ensure timely escalation and resolution of service recovery activities.
- Provide leadership in crisis situations, ensuring continuity of care and operational stability.
Operations Manager/Supervisor at QTC (2015-11 – 2025-05)
Delivered comprehensive administrative assistance to medical professionals and facility staff, ensuring efficient operations and seamless patient care.
- Responsible for reviewing resumes and hiring identifying, attracting, and retaining a high-quality and diverse workforce capable of meeting and accomplishing our organizational mission.
- Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions.
- Use the Kronos automation system to help automated human resources information systems to perform HR activities.
- Collaborating with other hiring managers to understand their staffing needs to develop our workforce and help management strategies to meet future organizational demands.
- Analyzing job duties and requirements to develop and classify position descriptions.
- Using hiring data to provide insights into the hiring process and hiring trends.
- Perform other duties and responsibilities as assigned.
Quality Assurance Specialist at QTC (2014-01 – 2015-11)
Identified operational challenges and implemented solutions to achieve productivity, quality, and client satisfaction objectives.
- Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions.
- Responsible for the daily operational workflow, including communication with external and internal customers, resolution of claimant, provider, and client issues, and identifying workflow concerns for specific cases and employees.
- Ensure the use of best practice workflows and operational excellence in activities are utilized.
- Analyze and report on a monthly and quarterly basis operational statistic.
Health Care Manager/Specialist at United States Army (1987-11 – 2014-01)
Supervised and led medical teams in providing emergency care, trauma management, and preventive health services in both combat and garrison environments.
- Supervised 17-member staff servicing 8K beneficiaries. Managed 60 medical staff schedules tracking no-shows, appointment availability, and cancellations and verifying patient eligibility.
- Collected statistics to improve and implement changes geared toward quality management.
- Ensured HIPPA and Privacy Act guidance were maintained in accordance with Joint Commission standards.
- Reviewed daily reports utilizing the Composite Health Care System for accuracy and corrected any deficiencies prior to distribution to Management.
- Oversaw protection of medical records from loss, theft, or unauthorized disclosure.
