MANAGER, Customer Success - QUARTZ
(2022-04)
- Manage the Customer Success team in all facets, including inventory management, action plans to improve call hold times, performance management, and updating staffing model monthly.
- Direct manager to Supervisors with downline direct reports of 100 total staff.
- Lead staff meetings, drive process improvements forward, and assist Senior Director with budgetary guidelines to operate with maximum efficiency.
- Ensure Supervisory staff is consistent in handling personnel and operational issues, as well as participate and serve as subject matter expert in departmental, corporate projects, and cross functional work teams.
- Review and implementation of yearly reviews, merit increases, and other company bonuses.
- Support and implement operational improvements to improve turnaround times, decrease customer dissatisfaction, increase quality, and improve workflow to engage staff and members.
- Daily oversight of workforce management, team scheduling, Talkdesk, and time off requests.
SUPERVISOR, Provider Enrollment - QUARTZ
(2020-10 - 2022-04)
- Supervised and managed the HealthLink side of the Provider Enrollment team, including hiring, promotions, and active performance management.
- Under my supervision, the HealthLink team achieved consistent goal achievement on both PACT and Pend inventory and turnaround times.
- Work with key stakeholders to suggest and implement process improvements and enhancements.
- Assisted with the implementation of the new PRISM page and am fluent in those updates and management.
- Manage all employees and metrics including quantity, quality, process improvement, and employee engagement.
- Since starting in this role, I created multiple tools to manage productivity and performance, including Employee Expectations documents, employee performance dashboard, forecast tool, new hire checklists and training tools, SPOT Bonus Tracker, and more.
- Voting member of the Onalaska Reconsideration Committee and have been the key organizer of DISC training and StrengthsFinder.
SENIOR MANAGER, Provider Services - UNITED HEALTHGROUP
(2014-07 - 2020-10)
- Manage team of provider service reps, analysts, and supervisors, ensuring all metrics are met, goals are obtained, and employee relation matters are handled in a timely manner.
- Responsible for call volume, staffing, and hiring projections.
- Everyday tasks related to my job involve responding to and gathering requests for information, researching provider claims and inquiries, working under pressure to meet deadlines, and ensuring my teams are following all federal and state guidelines.
- Use of many programs on a daily basis including IBX Word, PowerPoint, Share Point, CMS, COBIS, Excel, and Outlook.
- I have also completed the Values Based Leadership Program and graduated from the Emerging Leadership Program provided by UHC in 2017.
- Increased employee retention, metric results, and implemented team lead positions in three department locations.
- A huge part of my job was forecasting and planning.
- Involved in the quarterly forecasts to ensure proper staffing to handle call volume and display successful metrics across the UHS team.
- Worked daily with CCSP to ensure our call planning was optimized and call volume handled appropriately.
SUPERVISOR - LOGISTICS HEALTH, INC.
(2008-09 - 2014-07)
- Supervised and managed the Event Operations and Credentialing teams, ensuring provider credentialing timeliness were met and all legal policies followed.
- Hired, trained, and managed staff, including disciplinary action as needed.
- Worked with HR on a regular basis to incorporate and follow policies and protocol in all areas.
- I was the Supervisor for the Compliance team, ensuring all compliance regulations and reporting was completed in a timely manner.
- Optum acquired Logistics Health, Inc., after which I transferred to UnitedHealth Group.
