Azure Lucas
Newport News,VA
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
6
6
years of professional experience
Work History
Provider Certification Supervisor
Wisconsin Physician Service Health Insurance, WPS
01.2018 - 02.2023
- Responsibilities include recruiting and employee selection, training, coach and develop team performance for team of 25-50 employees.
- Other responsibilities include assigning and monitoring workflows, creating work instructions, managing, and resolving escalations.
- Manage claim related projects to successful completion.
- Develop, track and monitor employee’s safety, compliance to quality, service and production standards.
- Monitor provider update turnaround time so that internal standards and client performance guarantees are met.
- Assist senior leadership teams in monitoring costs to ensure compliance with cost to fill goals.
- Address staff concerns and day to day operational, system, customer service, quality, and professional issues.
- Work in production as needed.
- Implement programs and process improvements to enhance the level of internal and external customer service provided.
- Work with senior leadership team to analyze operations and overall efficiencies of the system updates.
- Serve as a point of escalation for issues requiring a higher degree of expertise or discretion to resolve.
- Represents provider operations in cross-functional meetings and projects.
- Other special projects and tasks as assigned.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Unit Coordinator Provider Certification/Business Process Analyst
Wisconsin Physicians Service Insurance
01.2017 - 01.2018
- Responsible for mentoring team of 25-50 employees, driving completion goals and department focus
- Duties include answering analyst queries, reviewing quality audits and scores, attend and participate in leadership meetings
- Other duties include writing macro instructions, assisting in projects that streamline work processes and being floor support.
- Boosted communication between healthcare providers with accurate details of government compliance.
- Improved provider satisfaction by addressing inquiries promptly, escalating concerns to relevant staff when necessary.
- Facilitated smooth shift transitions by preparing detailed provider reports and ensuring complete handover of responsibilities.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional provider experiences.
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
- Participated in quality improvement initiatives to identify opportunities for enhancing patient maintenance processes and outcomes.
- Demonstrated adaptability and resilience by providing support during periods of high census or staff shortages, ensuring continuity of provider updates.
- Achieved appropriate workflow by implementing accurate and consistent information in computer system and notifying appropriate personnel of systemic errors.
- Identified and facilitated resolution of unit operational problems independently, collaborating with manager to resolve complex problems.
- Collected and analyzed data related to customer service, provider certifications and system changes.
- Led and directed staff to encourage internal and external customer service through positive interactions within facility and community.
Education
Bachelor of Business Administration - Business Analytics
Lousiana State University
Baton Rouge, LA12.2026
Certificate - Financial Management
Spelman College
Atlanta, GA03.2024
Certificate - Project Management
Spelman College
01.2023
Skills
- Team leadership experience
- Employee engagement
- Recruiting
- Account management
- Technical support
- Customer retention
- Schedule Development
- Training and Mentoring
- Staff Discipline
- Processes and Procedures
- Process Improvement
- Data Analytics
- Strategic Planning
- Staff Management
- Business Development
Timeline
Provider Certification Supervisor
Wisconsin Physician Service Health Insurance, WPS
01.2018 - 02.2023
Unit Coordinator Provider Certification/Business Process Analyst
Wisconsin Physicians Service Insurance
01.2017 - 01.2018
Bachelor of Business Administration - Business Analytics
Lousiana State University
Certificate - Financial Management
Spelman College
Certificate - Project Management
Spelman College
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