Ashley Harris
Pearland,Texas
Summary
My vision is to obtain and continue to grow my career where my experience, skills, abilities, knowledge, and enthusiasm as a senior level director of operations continue to produce high volume results. My goal with any project is to exhibit my professionalism and innovative thinking to collaborate, develop, and strengthen a company or organization to meet only the highest quality and standards for optimal growth.
As an operations professional with strong background in managing complex projects and driving operational excellence. Known for collaborative approach and commitment to delivering high-quality results. Dependable and adaptable, consistently meeting changing demands of business. Proven skills in strategic planning and team leadership.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Director of Operations
Zenith Virtual Solutions LLC
03.2021 - Current
- Assisted this start-up company with significant financial and client growth in two years - reaching a 30-33% gain in probability each year.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached 40-75 team members to foster productive and engaging work environment.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Implemented quality control measures to maintain high standards of service delivery.
- Launched successful initiative to automate repetitive tasks, freeing up staff to focus on strategic projects and value-added activities.
Senior Strategic Account Specialist and Department Lead
United Health Group
04.2016 - 02.2021
- The face and project manager of the implementation team of a pilot customer experience program for C&S, M&M, E&I medical departments. (which is still used today)
- Answered questions and resolved issues based on phone calls, chats, emails, internet inquiries from medical providers, contracted medical practices and members while maintaining consistent quality.
- Built and managed trusted contracted client partnership, managed client satisfaction and client resource needs.
- Project Manager of special projects and other duties as assigned by the head of departments and upper management.
- Manager/Developer for UHG, clients, agents, and members knowledge data base, website updates, training materials, metrics, and quality calibrations.
- Identified areas for process improvements, implementing changes that streamlined workflows and enhanced productivity within the team.
- Promoted a culture of collaboration and knowledge-sharing within the account management team, fostering an environment conducive to professional growth.
- Served as the primary point of contact between clients and internal departments such as product development or technical support.
- Mentored junior team members on effective account management techniques, fostering a collaborative work environment focused on continuous improvement.
- Monitored performance metrics closely, taking corrective action when needed to ensure achievement of individual and team goals.
New Hire Provider Resolution Specialist & Intake Coordinator Trainer
United Health Group
08.2013 - 03.2016
- Mentor role assists trainees through the assimilation process, providing an opportunity for trainees to obtain gradual experience with the live operations environment.
- Continual collaboration with instructional designers, business partners, and SMEs
- Thorough assessment and analysis of training needs
- Timely, planning, coordination, delivery, and evaluation of training
- Participation in the design of training materials and curriculum to support training programs
- Participation in the development of job aids and workflows
- Developed tailored solutions for unique situations faced by individual healthcare providers, considering the specific context of each case when determining appropriate action steps.
- Conducted thorough investigations into provider complaints, identifying root causes and implementing corrective actions.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Project Management Fundamentals - Project Management
Alvin Community College
Alvin, TX04.2014
Bachelor of Science - International Studies
University of Memphis
Memphis, TN05-2010
Skills
- Medical Terminology
- EMR Systems, EPIC, SalesForce, NICE, WebRTC, Artiva, SSRS
- Leadership & Operations
- Medical Records
- Switch Board (10 years)
- General Management
- Medical Billing (10 years)
- Direct Supervision & Management
- Customer Service (10 years)
- Organizational Skills
- Accounts Receivable (10 years)
- Microsoft Office and Google Suites
- Client Acquisitions
- Analysis Skills
- Work Force Management
- Computer Skills (advance)
- Medical Coding (10 years)
- Business Sector Budgeting
- Call Center Management
- 56 wpm
- ICD-10
- Profit & Loss Management
- Coding (10 years)
- Small to Large Team Management
- Project Management
- Revenue Cycle Management
Certification
Project Management Professional (PMP) Present
Languages
English - Expert
Additional Information
- HIPAA
- ASST PROJECT MANAGEMENT
- ACCOUNTING
Timeline
Director of Operations
Zenith Virtual Solutions LLC
03.2021 - Current
Senior Strategic Account Specialist and Department Lead
United Health Group
04.2016 - 02.2021
New Hire Provider Resolution Specialist & Intake Coordinator Trainer
United Health Group
08.2013 - 03.2016
Project Management Fundamentals - Project Management
Alvin Community College
Bachelor of Science - International Studies
University of Memphis
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