Open To Work
AMY THRASHER
TEK Systems (Neovance - NovoCare Patient Assistance Program)
Glasgow,KY
Work Preference
Job Search Status:
Open to work
Desired Job Title
Project Manager
Work Type
Full TimeContract Work
Location Preference
Remote
Summary
Results-oriented Project & Operations Manager with 20+ years of experience leading cross-functional teams and enhancing operational efficiency. Expertise in managing multiple projects, developing staff through training programs, and implementing processes that increase customer satisfaction. Focused on leadership development and continuous improvement initiatives aligned with organizational goals.
Work History
Project Supervisor 2025 - 2026
TEK Systems (Neovance - NovoCare Patient Assistance Program)
- Supervised the TEK Systems NovoCare patient assistance program daily workflow.
- Monitored patient assistance queues and resolved escalated service issues.
- Oversaw day-to-day operations related to assigned projects in order to ensure smooth workflow processes.
- Ensured all project activities adhered to quality standards and applicable laws.
- Trained staff on NovoCare patient support procedures and updates.
- Assigned cases across support teams for timely processing.
- Supported patient understanding and utilization of the integrated eligibility and enrollment system (IEE) utilized by NovoCare.
- Communicated effectively with team members regarding project expectations and deadlines.
- Communicated with patients, providers, and pharmacies the benefits of the integrated eligibility and enrollment system (IEE).
- Reviewed case notes for accuracy, HIPAA compliance, and completeness.
- Provided performance feedback for support staff and assisted with creating weekly performance goals.
- Provided technical guidance to staff members when required during the course of a project's execution.
- Inspired team members by fostering a positive environment and boosting employee confidence.
- Assisted in developing key performance indicators used to measure the success of each initiative.
Project Manager 2023- 2025
TEK Systems (Kentucky State CHFS and DCBS)
- Led a team of 50+ business analysts with three team leads supporting Kentucky State CHFS DCBS departments on magi and non-magi claims and other state benefit projects.
- Cleared 3-year backlog for out-of-state benefits review within the Public Assistance Reporting Information System (PARIS) project using the Integrated Eligibility System (IES).
- Revised outdated procedures with state department managers to resolve system issues from prior platform to IES.
- Guided team through related projects after PARIS project completion.
- Developed and delivered professional development workshops for supervisors on communication, active listening, performance goal setting, and conflict resolution.
- Created skill-building workshops to strengthen analyst capabilities.
- Managed 11 projects, including outreach efforts for RFI, non-coverage, incarceration, Medicaid renewals, and address verification, plus special projects for School Based Services (SBS), grant allocation for DMS, medical director physician fee schedule support, Office of Application Technology Services, Office of Secretary of State, KHBE assistant director II, DMS branch manager for human services program, and consumer complaint investigator; completed cannabis lottery preparation project before deadline with division director and Office of Secretary for Family Based Services.
Office Administrator 2021 - 2023
ALPLA Plant 1
- Supported a welcoming office environment for employees and visitors, improving overall workplace experience.
- Applied 5S practices in the assigned area, promoting organization and workspace efficiency.
- Supported safety committee discussions to strengthen employee safety protocols.
- Assisted Human Resources with planning and coordinating company-sponsored events.
- Performed monthly 5S audits to maintain organized and efficient work conditions.
- Partnered with Human Resources to plan and coordinate company-sponsored events, supporting employee engagement and community.
- Managed plant office calendars, meetings, and daily administrative priorities.
Disease Investigator 2020 - 2021
TEK (Department of Public Health)
- Worked with State Health Departments to contact individuals reported to have COVID 19 Symptoms
- Engaged 25 to 30 cases daily to gather vital health information
- Documented individual symptom assessments to support public health tracking
- Conducted daily follow-ups to ensure compliance and accurate record-keeping
- Implemented quarantine protocols to safeguard community health to maintain community health to ensure safety
- Managed quarantine release procedures to confirm compliance with health protocols to ensure compliance with health guidelines timely
Call Center Operations Manager 2018 - 2019
AFNI
- Managed 500+ Inbound/Outbound FTEs and 18 Team Leads
- Conducted daily operations management through center resources and capitalizing on leadership strengths to reduce costs and improve CSAT scores.
- Conducted weekly meetings with leads and front-line employees to discuss successes and opportunities, fostering career development aligned with organizational goals.
- Conducted weekly meetings with individual leads and front-line employees to discuss success, opportunities, and develop career paths with employees and leadership.
- Conducted performance appraisals to evaluate employee contributions and areas for improvement.
- Addressed performance challenges by implementing strategies to enhance employee support and retention.
- Maintained open lines of communication with employees, leads, Human Resources, site director, and client.
- Addressed performance issues in a timely and professional manner with performance improvement and retention of FTE as the expected outcome for employees.
- Facilitated leadership development initiatives by motivating and empowering employees, providing immediate feedback to enhance alignment with corporate and client objectives.
Call Center Operations Manager 2011 - 2018
SiTEL
- Managed 700 FTE and 21 Team Coaches.
- Supported Site Director in successfully launching Glasgow, KY outbound call center.
- Devised and executed initiatives to lower employee turnover rates, achieving below 12% attrition.
- Effectively managed project teams and department spending while maximizing Key Performance Indicator (KPI) achievement.
- Facilitate leadership development initiatives through effectively motivating, empowering, and providing immediate feedback to employees and leadership.
- Developed soft skills training for leadership and FTEs.
- Delivered performance appraisals to enhance employee development and accountability.
- Analyzed performance data to identify issues and present actionable resolutions for underperforming areas.
- Conducted side by side and remote call review to provide real-time feedback.
- Collected, analyzed, and presented resolutions for area below expectations.
- Use Behavioral Interviewing techniques to successfully fill open positions and decrease attrition.
- Achieved Bill to Pay of 3% through open communication and education.
- Identified and addressed potential performance issues to enhance team productivity and effectiveness. and provides solutions to Director of Operations.
- Established QJT Department training timeline setting KPI goals for each stage of development.
Call Center Supervisor
AFNI
Call Center Supervisor
Camping World
Accounts Payable Vendor Relations Supervisor
Dollar General Corp.
Education
Associate - Business Management
Lindsey Wilson College | Columbia, KY
Bachelor's - Education
Lindsey Wilson College | Columbia, KY
Skills
Agile Project Management
Project Documentation
Process Improvement
Quality Assurance
Workflow Optimization
Regulatory Coordination
Budget control
Compliance Standards
Timeline
Project Supervisor 2025 - 2026
TEK Systems (Neovance - NovoCare Patient Assistance Program)
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Project Manager 2023- 2025
TEK Systems (Kentucky State CHFS and DCBS)
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Office Administrator 2021 - 2023
ALPLA Plant 1
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Disease Investigator 2020 - 2021
TEK (Department of Public Health)
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Call Center Operations Manager 2018 - 2019
AFNI
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Call Center Operations Manager 2011 - 2018
SiTEL
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Call Center Supervisor
AFNI
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Call Center Supervisor
Camping World
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Accounts Payable Vendor Relations Supervisor
Dollar General Corp.
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Lindsey Wilson College - Associate, Business Management
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Lindsey Wilson College - Bachelor's, Education
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Personal Information
Seasoned project manager with a demonstrated background in managing diverse projects and leading teams towards successful execution. Strengths lie in strategic planning, resource allocation, and risk management, with exceptional skills in fostering collaborative work environments that drive project success. Proven track record of improving operational efficiency and achieving project goals on time and within budget. Smart and educated with a desire to take on challenges at a new company. Industrious, known for having great organizational and time management skills. Managing people with all types of personality sectors.