Andrea M. Pepitone
Tampa
Summary
Service-focused professional with exceptional skills in customer relations, task prioritization, and time management. Demonstrated ability to streamline processes for improved efficiency and productivity. Adaptable learner who readily adjusts to customer and company requirements. Hardworking, focused, and detail-oriented with excellent problem-solving capabilities. Diligent with a strong background in workforce management and analysis. Successfully implemented scheduling strategies and optimized resource allocation to enhance operational efficiency. Proficient in data analysis and strategic planning, ensuring smooth team collaboration.
Overview
18
18
years of professional experience
Work History
WFM Analyst I
Elevance Health Plans, Inc
03.2020 - Current
- Validated results and performed quality assurance to assess accuracy of data
- Managed daily analysis and reporting on agent performance, identifying opportunities for process improvements and productivity enhancements
- Collaborated with department heads to understand business objectives and align workforce strategies accordingly
- Utilized workforce management software (NICE, IEX, Genesys Cloud) to monitor real-time agent performance and adherence trends
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Collected and analyzed WFM activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions
- Maintain weekly, and monthly staffing schedules for multiple lines of business
- Adjusted schedules in real-time to accommodate absences, call-offs, and unexpected workload spikes, ensuring minimal disruption to service levels
- Collaborated with department managers and team leads to communicate schedule changes and manage shift rotations
- Monitored and reported on agent adherence and performance, identifying gaps and suggesting adjustments
- Support senior schedulers
- Managed time-off requests and shift swaps
- Term agents out of all system databases
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
Operation Support Specialist
WellCare Health Plans, Inc
01.2017 - 11.2019
- Collaborated with operations team to provide excellent customer service and foster positive work environment
- Coordinated with vendors, customers and internal departments to understand, monitor and communicate various task
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement
- Promotes working relationships that support the growth and success of staff members
- Created and maintained detailed reports on operational performance, providing actionable insights to management
Behavioral and Medical Intake Specialist
WellCare
10.2017 - 04.2019
- Explained eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma
- Communicated with referral sources, physicians and associated staff to check documentation for proper signatures
- Interacted with insurance providers to obtain necessary documents to complete registration
Care Coordinator
WellCare
01.2017 - 10.2017
- Determined need for special assessment activities for complex cases, effectively handling care plans
- Supported patient care excellence via planning and interpretation of programs
- Provided information and referrals to community partners and other treatment providers
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
Concurrent Utilization Management Coordinator
Global TPA
10.2015 - 10.2016
- Evaluated medical guidelines and benefit coverage to determine appropriateness of services
- Managed patients' recovery by performing client assessments and documenting progress in confidential files
- Assessed and evaluated mental health needs, working with multidisciplinary team to initiate, manage and modify individualized care plans
- Audited charts and reviewed clinical documents to verify accuracy and documented all elements of nursing assessment, including treatment, medications and IVs administered, discharge instructions and follow-up care
Transfer Center Specialist
Tampa General Hospital
05.2007 - 09.2015
- Coordinates the reporting, documentation and review of all incoming admissions and transfers to TGH
- Performs various fact-finding tasks upon presentation of transfer and collects and verifies necessary financial and or third-party information in order to determine credit and collections eligibility
- Performed admission reviews based for medical necessity and Implemented care plans for patient treatment after assessing physician medical regimens
- Manage hospital-to-hospital transfers in accordance with state and federal regulations with one-call convenience for referring physicians
Education
Associate degree - Nursing
Breckinridge School of Nursing
Tampa, FLCertification - Medical Assistant Certification
Sanford Brown Medical Institute
Tampa, FLHigh School Diploma - undefined
Frank W. Springstead High School
Spring Hill, FLSkills
- Operations Management & Support
- Case management
- Process Improvement
- Performance metrics
- Critical Thinking
- Multidisciplinary team collaboration
- Training development aptitude
- Research and due diligence
- Workforce Planning & Optimization
- Call Center Operations
- Knowledge in Visio Software
- Forecasting accuracy
- Capacity planning
Timeline
WFM Analyst I
Elevance Health Plans, Inc
03.2020 - Current
Behavioral and Medical Intake Specialist
WellCare
10.2017 - 04.2019
Operation Support Specialist
WellCare Health Plans, Inc
01.2017 - 11.2019
Care Coordinator
WellCare
01.2017 - 10.2017
Concurrent Utilization Management Coordinator
Global TPA
10.2015 - 10.2016
Transfer Center Specialist
Tampa General Hospital
05.2007 - 09.2015
Certification - Medical Assistant Certification
Sanford Brown Medical Institute
High School Diploma - undefined
Frank W. Springstead High School
Associate degree - Nursing
Breckinridge School of Nursing
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