Alyssa Forehand
Cape Coral,FL
Summary
Versatile and dedicated professional with a proven track record of delivering exceptional client and customer service in fast-paced operational environments. Demonstrated ability to manage multiple, concurrent projects with keen attention to detail and strong decision-making skills. Highly motivated with a self-driven work ethic, excelling both independently and as a collaborative team player. Effective in communicating with all levels of an organization, both internally and externally, including business and technical stakeholders. Adept at leading, collaborating, and making well-informed decisions in dynamic, fast-changing settings. Skilled in crafting comprehensive cross-functional communication strategies for key priorities, cross-functional teams, and executive leadership. Strong analytical and problem-solving abilities.
Overview
17
17
years of professional experience
Work History
Operations Performance Manager, Insurance
OrthoFi
05.2022 - Current
- Led and managed a team of up to 30 professionals, including 5-7 direct reports, to deliver exceptional insurance services to customers
- Provided coaching and support to emerging leaders in the claims team, fostering their growth and success
- Leveraged data analysis to assess individual and team performance related to Insurance AR Collections, Cost Per Active Claim, and overall service level achievements
- Maintained transparent and consistent communication with team members, leadership, and cross-functional teams to address challenges and share successes
- Actively participated in quarterly planning sessions, contributing to the definition of Objectives and Key Results aligned with the company's overarching goals
- Identified productivity, quality, and strategic opportunities by analyzing data sets to uncover patterns, relationships, trends, and actionable insights
- Motivated and inspired team members to achieve daily productivity and quality targets
- Oversaw staffing requirements and effectively hired new employees as needed
- Assisted in developing policies and procedures in compliance with legal, contractual, and ethical best practices
- Engaged with training and quality control teams to drive high performance while ensuring exceptional work quality
- Collaborated with Product and Engineering teams on continuous improvement initiatives
- Worked with the Analytics Engineering team to construct data models, reports, and assist in building, testing, and implementing data marts
- Acted as a point of escalation during internal and external meetings, ensuring effective resolution of issues
- Demonstrated a team-first approach and a proactive attitude to support team members wherever needed
- Proficient in JIRA, Snowflake, Tableau, Power BI reporting tools
- Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance
Operations Manager, Ambulance Billing
Aspirion Health Resources
11.2021 - 05.2022
- Directed and supervised a team of 18 professionals to deliver efficient ambulance billing services
- Provided comprehensive training and support to employees and team leads, contributing to their professional development
- Served as a mentor to team leads and assisted in addressing organizational and personnel issues, offering valuable recommendations for corrective action
- Actively participated in administrative tasks, including salary increases, PTO approval, performance appraisals, and overtime management
- Maintained a resourceful and supportive role for team leads, team members, and peers, fostering a collaborative work environment
- Facilitated the achievement of strategic goals by ensuring efficient allocation of resources and addressing team needs
- Identified, strategized, and implemented opportunities for quality improvement, enhancing overall team performance
- Produced reports accurately and within specified timeframes, monitoring service line KPIs to ensure compliance with company objectives
- Acted as a liaison in communications with consumers, hospital personnel, insurance companies, and legal teams, displaying professionalism and confidentiality
- Effectively delegated workloads, ensuring even distribution of tasks and optimized productivity
- Managed escalated client issues, custom client requests, and operational challenges, proactively addressing concerns
- Coordinated and actively participated in regular team meetings, promoting open communication and collaborative problem-solving
- Monitored staff performance, time, and production, providing timely feedback and recognition for exceptional performance
- Presented client concerns to leadership when necessary, ensuring prompt and effective resolutions
- Conducted ongoing research to remain updated on industry trends and best practices
- Assisted in human resources processes, including interviewing, selection, and onboarding.
- Developed systems and procedures to improve operational quality and team efficiency
- Analyzed and reported on key performance metrics to senior management
Claims Analyst - Team Lead, MVA Legal Resources
Aspirion Health Resources
01.2020 - 11.2021
- Demonstrated proficiency in following, developing, and auditing specific facility and departmental protocols to ensure compliance
- Monitored and analyzed data & reports to align team goals with company and client objectives
- Conducted comprehensive training sessions for new team members, ensuring adherence to up-to-date processes
- Conducted audits, generated reports, and maintained effective communication with management and team members
- Investigated and coordinated insurance benefits for claims, optimizing proper payments for clients and minimizing denials
- Exhibited excellence in customer service, communication, creativity, patience, and flexibility
- Successfully resolved account balances, satisfying outstanding hospital liens, and analyzed complex claims, meeting qualitative and quantitative goals in line with company and client standards
- Interacted professionally and confidentially with attorneys, insurance adjusters, and patients
- Utilized efficient document scanning and indexing on a secured server
- Maintained up-to-date knowledge of in-house processes, coordination of benefits, and legal procedures
- Identified key areas not performing well and implemented effective, new processes
Project Program Coordinator
Whatley Oil Company
03.2017 - 07.2018
- Conducted vigilant market trend monitoring to determine the best pricing for company products
- Identified key areas for enhancement and successfully implemented process improvements
- Collaborated with clients and teammates to determine project objectives, budgets, and schedules, adapting plans to changing conditions
- Ensured compliance with quality standards and certifications
- Evaluated business requirements, executed data integration with development staff, and managed data migration until project completion
- Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts
- Developed custom reports for the finance team, store managers, and projects as needed
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement
- Provided strategic planning advice and financial oversight for corporate stakeholders
Audit Associate, ASM - Operations
Whatley Convenience Stores, LLC
02.2015 - 03.2017
- Updated quality control standards, methods, and procedures to maintain compliance
- Collaborated with store management personnel to provide operational support, emphasizing the importance of group goals
- Conducted daily sales report reviews, efficiently identifying discrepancies in data
- Identified control gaps in processes, procedures, and systems, proposing effective improvements
- Made proactive adjustments to employee schedules and inventory levels to address expected changes in business operations
- Performed auditing work in accordance with rigorous auditing standards and principles
- Prepared working papers, reports and supporting documentation for audit findings
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement
- Developed audit policies, guiding administrative and technical functions
Associate Program Manager
Group O Marketing Solutions
01.2007 - 01.2010
- Managed customer programs, overseeing campaign setup, marketing collateral, website approvals, and external vendor approvals
- Successfully planned and executed meetings to connect organizational representatives and executive-level clients
- Improved program success through proactive adjustments to campaigns with client approval
- Identified and addressed business needs and requirements in collaboration with customer service teams and clients
- Developed system life cycle methodologies to produce high-quality systems, exceeding customer expectations
- Leveraged customer feedback to develop long-term business strategies, driving process improvements
- Held Assistant Team Supervisor and Call Center Representative roles from 2007 to 2009, consistently achieving call-time and quality standards, maintaining accurate customer account data, and resolving diverse problems to improve business operations and management
Education
Master of Arts - Executive Leadership
Liberty University
Lynchburg, VA12.2023
Bachelor of Science - Interdisciplinary Studies; Business & Behavioral Science
Liberty University
Lynchburg, VA05.2022
Skills
- Proficient in Microsoft Suite Office applications & Google Office, with advanced knowledge of Excel/Sheets
- Strategic planning and effective issue resolution
- Expertise in data collection and analysis
- Procedure & process analysis
- Detail-oriented and process-driven approach
- Strong spreadsheet and data management skills
- In-depth understanding of medical billing and revenue cycle management
- Analytical thinker with financial analysis proficiency
- Excellent verbal and written communication skills
- Track record of identifying and implementing quality business process improvements
Timeline
Operations Performance Manager, Insurance
OrthoFi
05.2022 - Current
Operations Manager, Ambulance Billing
Aspirion Health Resources
11.2021 - 05.2022
Claims Analyst - Team Lead, MVA Legal Resources
Aspirion Health Resources
01.2020 - 11.2021
Project Program Coordinator
Whatley Oil Company
03.2017 - 07.2018
Audit Associate, ASM - Operations
Whatley Convenience Stores, LLC
02.2015 - 03.2017
Associate Program Manager
Group O Marketing Solutions
01.2007 - 01.2010
Master of Arts - Executive Leadership
Liberty University
Bachelor of Science - Interdisciplinary Studies; Business & Behavioral Science
Liberty University