Alia Turner
Nampa,ID
Summary
Dedicated professional with many years of experience leading talented teams and exceeding objectives. Background includes strong history in insurance, education, and healthcare.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor of Broker Services
Blue Cross of Idaho
Meridian, Idaho
07.2023 - Current
- Provided day-to-day oversight of the functional area assigned, including broker support, sales application processing, customer support, and community support
- Designed, implemented, and delivered updates to processes, service standards, systems, and procedures to meet team initiatives and support the company's strategic goals.
- Collaborated with internal and external partners to opportunities to engage with market partners through the district offices
- Designed, maintained, and produced management reports in partnership to meet operational needs
- Developed and presented educational material internally and/or to external stakeholders
- Provided input and support for changes to applicable systems and processes
- Ensured effective workflows, maximize system efficiencies, monitor quality performance measures, and confirm appropriate completion of assignments
- Provided guidance, counseling, coaching, and continuing education opportunities to staff
- Participated in goal setting process for the unit and/or department
Interim Manager of Direct Sales
Blue Cross of Idaho
Meridian, ID
03.2023 - 07.2023
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly sales and referral reports for senior management, summarizing operational performance metrics.
- Initiated new projects that resulted in increased productivity across all departments.
- Recruited and hired three qualified candidates to fill open positions.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Oversaw daily operations, maintaining efficiency and quality standards.
Engagement Specialist
Blue Cross of Idaho
Meridian, Idaho
06.2022 - 07.2023
- Onboarded prospective contracting brokers by implementing pre-screening and providing technical assistance.
- Handled member-broker escalations and presented results to the Member Escalation team.
- Managed caseload of escalated broker concerns and inquiries via Salesforce CRM.
- Researched, organized, and developed content for broker communications.
- Managed distribution lists and content in the Marketing Cloud system to deploy broker communications.
- Assisted with development of broker training programs utilizing Articulate and MS Office systems.
- Documented training data to improve broker training programs and processes.
Account Manager
Blue Cross of Idaho
Meridian, Idaho
01.2019 - 05.2022
- Managed Small and Mid-Market Group renewals and meet retention goals. Personal retention of over 95%.
- Provided strategies for brokers, group administrators, and employees to improve access to benefits.
- Created quotes, provided education on medical and ancillary products.
- Provided resources to brokers and group administrators needed for education and benefit improvement purposes.
- Provided customer support, including product demonstrations, training and troubleshooting.
- Cultivated relationships with key decision makers in mid-market accounts.
- Presented benefits to employer groups at annual benefit fairs.
Sales Support Specialist
Blue Cross of Idaho
Meridian, Idaho
12.2018 - 01.2019
- Provided customer service and sales support to members, providers, brokers, and other customers with inquiries relating to insurance benefits, claims, and/or enrollment in Individual QHP, Medicare Advantage, Medicare Supplement, Access Plans, and Group Market policies.
- Responded to a variety of inquiries via written, electronic, internet, walk-in, and telephone methods.
- Utilized Facets, Salesforce, and BRAND software systems, and Microsoft programs, including Excel, Word, and Outlook, to provide customer service and support.
Secondary Teacher
West Ada School District
Meridian, Idaho
09.2017 - 06.2018
- Developed curriculum plan and implemented supporting lesson plans for 11th and 12th grade English students, for an approximate total of 120 students.
- Collaborated on IEPs for applicable students.
- Developed plans for individualized intervention for students.
- Scored student schoolwork and collected data points to reflect students' progress in the PowerSchool system.
Manager of Medical Scribe Team
ScribeAmerica
Coeur d'Alene, Idaho
04.2012 - 06.2018
- Charted alongside emergency department, internal medicine, and general surgery physicians to provide precise legal documentation of patient interactions.
- Utilized MEDITECH and NextGen EMR software systems.
- Updated patient history and accessed historical records in EMR.
- Hired and managed a team of 12-15 medical scribes, and trained new scribes.
- Ensured compliance with site contract by regularly auditing scribe documentation.
- Collected and organized data of scribe efficacy via QA reporting.
- Developed and implemented scribe Performance Improvement Plans (PIPs), Disciplinary Actions, and Terminations as needed.
Supervisor of Concessions
The Grand Theatre
Alexandria, Louisiana
04.2008 - 04.2012
- Onboarded and trained newly hired concession employees.
- Completed register cash drops and counts, and report to Finance.
- Provided a clean and safe environment for employees and customers.
- Managed accurate inventory of concession products.
- Handled minor complaints and refunds for customers.
Education
Master of Science - Management and Leadership
Western Governors University
11-2023
Master of Science - Education
Saint Joseph's University
05-2018
Bachelor of Arts - English
Louisiana State University At Alexandria
05-2014
Skills
- Operations Management
- Process Improvement
- Staff Development
- Training and mentoring
- Salesforce experience
- Client Relationship Management
- Business Development
- Sales Strategies
Certification
Health Producer License, Idaho Department of Insurance, 2019, 19049577
Projects
- Developed New Broker Training Program in collaboration with Product, Sales, and Account Management departments to develop curriculum for newly onboarded brokers.
- Developed broker training impact assessment by monitoring broker performance at 6 month, 1 year, and 2 year mark following broker appointment with the organization.
- Spearheaded Sales Support Salesforce CRM Implementation. Improved average resolution timeframe from 16+ days to 5 days.
- Audited CMS Secret Shopper calls from March 2023-June 2023.
Timeline
Supervisor of Broker Services
Blue Cross of Idaho
07.2023 - Current
Interim Manager of Direct Sales
Blue Cross of Idaho
03.2023 - 07.2023
Engagement Specialist
Blue Cross of Idaho
06.2022 - 07.2023
Account Manager
Blue Cross of Idaho
01.2019 - 05.2022
Sales Support Specialist
Blue Cross of Idaho
12.2018 - 01.2019
Secondary Teacher
West Ada School District
09.2017 - 06.2018
Manager of Medical Scribe Team
ScribeAmerica
04.2012 - 06.2018
Supervisor of Concessions
The Grand Theatre
04.2008 - 04.2012
Master of Science - Management and Leadership
Western Governors University
Master of Science - Education
Saint Joseph's University
Bachelor of Arts - English
Louisiana State University At Alexandria
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