Summary
Overview
Work History
Skills
Certification
Timeline
Generic

ANEDRA WHITMILL

Overland Park,KS

Summary

Results-driven Call Center Supervisor with a decade of experience in team leadership and client success. Specializes in operational efficiency and productivity enhancement, consistently achieving high service standards. History of improving client retention through effective issue resolution and exceeding SLAs. Experienced clinical research coordinator adept at managing trials, ensuring protocol compliance, and maintaining data integrity.

Overview

12
12
years of professional experience
1
1
Certification

Work History

P.A.S

AssistRX
Overland Park, Kansas
07.2023 - Current
  • Supported cross-functional projects like the Pfizer Copay Program, reducing processing time by 20%.
  • Delivered status updates in daily scrum meetings, increasing project timeline adherence by 30%.
  • Resolved 95% of issues within 24 hours by collaborating with developers, enhancing user experience.
  • Ensured all casework was documented accurately according to department regulations.
  • Evaluated casework from other laboratories for accuracy, completeness and compliance with accepted standards.

Clinic Payments Operation

Abbot/Mindlane
Kansas City, Missouri
11.2022 - 07.2023
  • Facilitated expedited payments, reducing processing time by 40% and cutting resolution time from 5 days to 3 days.
  • Resolved 85% of complex payment issues in under 48 hours, boosting client satisfaction scores by 15%.
  • Handled over 100 payment research requests per month, boosting efficiency by 25% through better vendor coordination.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Operations Supervisor / Nesting Supervisor

Maximus Inc.
Remote
01.2020 - 11.2022
  • Achieved a 92% SLA adherence rate, meeting service level targets.
  • Reduced call transfers by 50% through targeted agent training, increasing first-call resolution by 20%.
  • Boosted team productivity by 35% through effective scheduling, achieving 80% call response within 60 seconds.
  • Facilitated communication between departments for seamless operations.
  • Negotiated contracts with vendors to secure favorable terms and conditions.
  • Managed the contract process from initiation through completion while ensuring all deadlines are met according to established timelines.
  • Advised stakeholders on best practices when dealing with vendors or suppliers.

Call Center Team Lead / Performance Coach / Loss Mitigation

Ally Bank
Lewisville, TX
07.2018 - 12.2019
  • Reduced false churn by 15% with targeted retention strategies and data-driven analysis.
  • Increased service level achievements by 20%, leading a team that met key performance metrics.
  • Increased productivity by 25% through optimized scheduling and workflow management.
  • Analyzed qualitative and quantitative data using advanced statistical software tools.
  • Managed project timelines and deliverables to meet research objectives effectively.

Accounts Payable Supervisor

UMB Financial
Kansas City, Missouri
09.2016 - 05.2018
  • Processed more than 1,500 invoices each month with 98% accuracy, cutting discrepancies by 30%.
  • Reconciled bank accounts with a 95% on-time completion rate, minimizing financial variances by 25%.
  • Led a team to enhance processing efficiency by 10%, meeting monthly compliance targets.

Call Center Customer Retention Supervisor

Sprint Corp
Lenexa, Kansas
10.2013 - 08.2016
  • Decreased turnover by 15% through team-building initiatives and performance evaluations.
  • Increased department productivity by 20% through process improvements and metric analysis.
  • Lowered customer churn by 10% with proactive retention strategies and personalized outreach.

Skills

  • Access & Reimbursement:
  • Benefits Investigation Prior Authorizations (PA) Appeals & Financial Assistance Payer Policies Specialty Pharmacy Networks Negotiator
  • Healthcare Operations:
  • Patient Support Services Compliance Stakeholder Collaboration Process Optimization SLA Adherence Researcher Casework
  • Technical Tools:
  • Salesforce Workday NICE Data Analytics Microsoft Office Suite Genesis Cloud
  • Core Competencies:
  • Cross-Functional Leadership Conflict Resolution Training & Development Client Retention Data-Driven Decision-Maker
  • Vendor negotiation
  • Time management
  • Attention to detail
  • Liaison Coordinator
  • Payment processing
  • Problem solving
  • Client relations
  • Financial reconciliation

Certification

Certified Healthcare Access Associate (CHAA) – *National Association of Healthcare Access Management (In Progress)* Salesforce CRM Training

Timeline

P.A.S

AssistRX
07.2023 - Current

Clinic Payments Operation

Abbot/Mindlane
11.2022 - 07.2023

Operations Supervisor / Nesting Supervisor

Maximus Inc.
01.2020 - 11.2022

Call Center Team Lead / Performance Coach / Loss Mitigation

Ally Bank
07.2018 - 12.2019

Accounts Payable Supervisor

UMB Financial
09.2016 - 05.2018

Call Center Customer Retention Supervisor

Sprint Corp
10.2013 - 08.2016

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ANEDRA WHITMILL