Angelique Brown
Operations Leader With 8+ Years In Optimizing Clinical Workflows, Leading Cross Functional Teams And Driving Execution Across Healthcare Environments
Makawao
Summary
Dynamic healthcare operations leader with over 8 years of progressive experience in managing Medicaid and Medicare member services, contact center operations, and grievances and appeals workflows. Expertise in enhancing key performance indicators through strategic performance management, innovative training programs, automation, and cross-functional process improvements. Proven success in implementing advanced contact center and CRM solutions, including Five9 and Salesforce, along with hands-on experience with electronic medical records systems such as Epic. Committed to driving operational excellence, ensuring regulatory compliance, and delivering exceptional service quality.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Self Employed, Business Owner
Magali’s Island
06.2025 - Current
- Oversaw staffing, training, and daily operational performance across multiple business locations, ensuring consistent service delivery, streamlined workflows, and high‑functioning team environments
- Developed and implemented comprehensive site‑specific operating procedures and training programs for new location launches, establishing standardization, compliance, and quality controls.
- Provided contract‑based technical services to independent partners, managing production requirements, custom work orders, and quality assurance—demonstrating skills in external stakeholder management, service‑line support, and maintaining operational continuity.
- Established strong customer relationships through excellent communication and attentive service.
Manager, Customer Service
AlohaCare (Health Plan)
02.2022 - 03.2025
- Directed multi‑state call center operations across Hawaii and California—including supervisors, team leads, and frontline representatives—to ensure exceptional service delivery for Medicaid and Medicare members and providers, driving performance, consistency, and regulatory compliance across all locations.
- Developed and implemented enterprise‑level policies, workflows, and performance standards to enhance operational efficiency, strengthen regulatory adherence (CMS, NCQA, State), and elevate member satisfaction; conducted needs assessments, capacity planning (WFM), and performance reviews to inform strategic decision‑making.
- Led innovation and quality improvement initiatives, building a comprehensive quality program (scorecards, post‑call surveys, audit tools) aligned to KPIs and regulatory reporting requirements, while integrating automation and robotics technologies to streamline processes and improve productivity.
- Oversaw compliance-sensitive functions, including grievances and appeals, Medicare and QUEST Integration program requirements, and confidentiality standards; monitored KPIs and delivered performance and trend reporting to CMS, NCQA, and State agencies, ensuring accuracy, transparency, and timely resolution.
- Championed cross‑functional collaboration and technology modernization, partnering with IT and business units to optimize Five9 and Salesforce; worked with Claims, Enrollment, and Care Management to streamline workflows; led budgeting, staffing, onboarding, coaching, and policy documentation to sustain operational excellence and financial stewardship..
Supervisor, Customer Service & Collections
Hawai’i Pacific Health
01.2018 - 01.2022
- Led end‑to‑end guarantor billing operations for four hospital facilities and multiple physician clinics, overseeing statements, collections, bad‑debt processing, financial assistance evaluations, eligibility determinations, and compliance audits to ensure accurate billing and adherence to regulatory and organizational standards.
- Directed departmental strategy and daily operations, setting performance goals aligned with enterprise priorities while optimizing Revenue Cycle processes—particularly Financial Assistance programs—to uphold nonprofit compliance requirements and improve financial outcomes.
- Drove operational performance and revenue integrity, assessing service expectations, resolving workflow barriers, monitoring quality and timeliness, reducing revenue leakage, and overseeing billing, collections, denials, and appeals to meet KPIs and eliminate backlogs through corrective action.
- Strengthened cross‑functional and external partnerships, collaborating with IT to enhance EPIC and billing systems, and maintaining productive relationships with internal departments, payers, and vendors to maximize collections, improve efficiency, and reduce operational costs while enforcing up‑to‑date policies and procedures.
Supervisor, Collections
Financial Partners Credit Union
09.2016 - 12.2017
- Managed recruitment, onboarding, and training activities for team members, and assisted with performance evaluations to help staff build skills and meet expectations.
- Created basic training materials and job aids to help improve staff understanding of daily operational processes.
- Helped reduce financial losses by maintaining low delinquency levels, recovering outstanding balances, and assisting with accounts requiring legal action, including preparing documentation and supporting dispute or settlement processes.
Collections and Real Estate Representative II
Wescom Credit Union
04.2011 - 09.2016
- Surpassed recovery department goals by 300% through strategic leadership.
- Trained staff on operational improvements and facilitated cross-functional initiatives.
- Negotiated settlements, conducted skip tracing, and resolved account disputes to achieve efficient operations.
Collections Representative
HSBC
01.2009 - 01.2011
Default Collections Representative
Citi Residential Lending
01.2004 - 01.2009
Education
Master's Business Administration - Project Management
Keller Graduate School of Management
Pomona, CA01.2015
Bachelor of Science - Health Services Management
DeVry University
Pomona, CA01.2012
Skills
- Proficient in overseeing financial assistance program eligibility processes
- Experienced in training and coaching for team development
- Employee-centric system design
- Leadership in call center operations
- Operational problem-solving
Certification
Accredited Collection Agent (no expiration date)
ADVOCACY AND COMMUNITY
Chairwoman for the External Affairs Volunteer Program, Led community engagement and outreach initiatives, collaborating with various organizations to drive meaningful impact., Volunteered with organizations such as Habitat for Humanity and Unite Us and have been actively involved in nonprofit efforts advocating for women speaking out against domestic violence and supporting the protection of Hawaiian green sea turtles.
SUPPLEMENTARY TRAINING
- Disney Institute – Quality Service
- Applying Leadership Principles I: developing critical leadership skills
- Effective Management: creating successful solutions
- Building Dynamic Business Teams
- Building Strong Customer Relationships
- Fair Credit Reporting Act (FCRA and FACT) Act
- Fair Lending & Truth in Lending & CARD Act
- Unfair and Deceptive Acts or Practices Act
- California State Regulations – Focus on Rosenthal FDCPA
- California State Regulations – Focus on Senate Bill 1137 (SB1137)
- Service Members’ Civil Relief Act
Timeline
Self Employed, Business Owner
Magali’s Island
06.2025 - Current
Manager, Customer Service
AlohaCare (Health Plan)
02.2022 - 03.2025
Supervisor, Customer Service & Collections
Hawai’i Pacific Health
01.2018 - 01.2022
Supervisor, Collections
Financial Partners Credit Union
09.2016 - 12.2017
Collections and Real Estate Representative II
Wescom Credit Union
04.2011 - 09.2016
Collections Representative
HSBC
01.2009 - 01.2011
Default Collections Representative
Citi Residential Lending
01.2004 - 01.2009
Bachelor of Science - Health Services Management
DeVry University
Master's Business Administration - Project Management
Keller Graduate School of Management