Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Barbara Hazzard

Shermans Dale

Summary

Dynamic individual with a proven track record in navagating challenges. Leveraging analytical thinking and effective communication, I consistently exceeded performance metrics, driving quality improvement initiatives and fostering collaboration to achieve measurable outcomes. Known for adaptability, effective communication, reliability and commitment to excellence.

Overview

23
23
years of professional experience

Work History

Population Health Specialist

Capital Blue Cross
08.2019 - 07.2025
  • Research innovative solutions to improve access to care for underserved populations, addressing healthcare disparities within the community.
  • Evaluated program effectiveness using data-driven approaches, making informed decisions on future service offerings based on measurable outcomes.
  • Developed strong product knowledge to provide informed recommendations based on each value based partner's needs.
  • Enhanced value based partners' satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of value based partners' interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with internal and external customers through active listening skills, leading to increased program effectiveness and positive feedback.
  • Collaborated with team members to develop best practices for consistent value based program delivery and increased gap closure rates.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of value based partners' interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for value based partners' issues.
  • Maintained detailed records of value based partners' meetings, contributing to comprehensive database for future reference.
  • Participated in training programs to enhance product knowledge and exemplary customer service skills.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with value based partners and staff.
  • Retrieved patient medical record to support a successful National Committee for Quality Assurance (NCQA) Healthcare Effectiveness Data and Information Set (HEDIS) health plan rating along with driving improved patient health outcomes.
  • Developed, coordinated and effectuated large mass Federal Employees Program (FEP) gaps in care mailings.

Medical Value Consultant

Capital Blue Cross
08.2017 - 07.2019
  • Evaluated value based partners' needs and expectations, documenting partners' concerns to drive increased gap closures and improved patient health outcomes.
  • Proposed process improvements with value based partners, Sr. Population Health Consultants, Data Analytics and Medical Value management to better understand customer needs and recommend appropriate solutions to increase program results.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for value based partners.
  • Participated in regular meetings with value based partners to drive continuous improvement with a focus on member outcomes to foster collaborative and supportive work initiatives through each value based program.
  • Identified areas of improvement for Sr. Population Health Consultants by implementing targeted solutions to increase lines of communication along with actionable next steps to drive improved outcomes.
  • Collaborated with teams to define, strategize and implement gaps in care strategies.
  • Streamlined communication processes for value based partners, enabling more effective collaboration and decision-making.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into streamlined template housed in SharePoint for ease of retrieving and cross-referencing.
  • Devised and implemented processes and procedures to streamline meeting summaries and takeaways of value based partners.

Sr. Quality Improvement Compliance Consultant

Capital Blue Cross
01.2012 - 07.2017
  • Streamlined regulatory reporting procedures, ensuring timely submission of accurate data to relevant authorities.
  • Provided comprehensive support to various departments and staff during regulatory examinations, ensuring a smooth and efficient process.
  • Conducted regular reviews of existing policies and procedures, ensuring continued alignment with evolving industry standards and best practices.
  • Evaluated third-party vendors for compliance risks, mitigating potential exposure to legal liabilities.
  • Developed tailored compliance training programs for employees, resulting in increased awareness and adherence to regulations.
  • Conducted thorough audits of internal operations, identifying areas for improvement and recommending corrective actions.
  • Implemented ongoing monitoring systems to detect potential non-compliance incidents promptly, minimizing negative impacts on business operations.
  • Improved compliance processes by conducting comprehensive risk assessments and implementing internal controls.
  • Supported the implementation of an enterprise-wide risk management program, identifying key risk areas and developing mitigation strategies.
  • Managed relationships with external auditors and regulators during examinations or investigations, effectively addressing their concerns or inquiries.
  • Reduced the potential for fines and penalties by proactively monitoring changes in regulatory requirements and updating policies accordingly.
  • Advised senior leadership on emerging trends in regulatory enforcement, enabling proactive planning and strategic decision making.
  • Played a key role in the successful resolution of complex compliance issues, demonstrating strong problem-solving abilities and adaptability under pressure.
  • Facilitated cross-functional collaboration to address complex compliance issues, fostering open communication and efficient problem solving.
  • Maintained up-to-date knowledge of applicable laws, regulations and company procedures.
  • Conducted periodic compliance audits and reviews to identify areas of improvement.
  • Developed and implemented corrective action plans for non-compliance issues.
  • Evaluated and monitored downstream entities to support compliance of applicable regulatory requirements.
  • Prepared documentation and records for upcoming audits and inspections.

Customer Service Support Analyst

Capital Blue Cross
01.2008 - 01.2012
  • Responsible for overseeing all Correspondence and Appeals' letter templates, internal web updates, and supporting Letter Review Specialists.
  • Completed annual review of all letter templates to ensure state and federal requirements were included along with legal's review and approval.
  • Developed tracking system to ensure active letter templates were reviewed and approved timely.
  • Developed tracking system to house archived letter templates in support of state and federal inquiries and audits.
  • Ensured customer satisfaction through consistent communication, clear resolution of action taken and opportunity to provide feedback to support continuous improvement.
  • Maintained strong business relationships with internal and external customers to ensure written communications met regulatory requirements and met first call resolution.
  • Lead various corporate projects focused on implementing key provisions of the Patient Protection and Affordable Care Act (PPACA) across multiple departments within the company and contracted vendors

Medicare Program Coordinator

Keystone Health Plan Central
10.2002 - 01.2008
  • Managed multiple projects simultaneously, ensuring timely completion and adherence to federal regulations and requirements.
  • Developed strong relationships with internal and external customers, fostering trust and ongoing communication regarding program regulations and requirements.
  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Established strategic partnerships with external organizations, including the Centers for Medicare & Medicaid Services (CMS).
  • Maintained detailed records of program activities and oversight, ensuring compliance with internal policies and external regulations.
  • Led training sessions for staff, fostering a knowledgeable and cohesive team environment.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
  • Implemented evaluation tools to measure program effectiveness, utilizing data-driven insights for continuous improvement.
  • Developed effective communication strategies for improved collaboration among team members, resulting in increased compliance.
  • Championed program improvement initiatives based on stakeholder feedback, demonstrating adaptability and a commitment to excellence.
  • Cultivated a collaborative work culture by encouraging open communication channels among team members which led increased regulatory compliance.
  • Coordinated cross-functional teams to ensure timely completion of program deliverables, maintaining project schedules and meeting objectives.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Negotiated with vendors to ensure timely implementation of regulatory guidance and ultimately, program compliance.
  • Monitored and evaluated program outcomes, applying findings to refine and improve future initiatives.
  • Coordinated with multiple departments to ensure seamless execution of events, leading to enhanced operational and regulatory efficiencies.
  • Consistently met or exceeded performance targets through careful planning, organization, and diligent oversight of project tasks.
  • Ensured compliance with industry regulations and company policies throughout all stages of the program lifecycle.
  • Mentored junior team members, sharing industry knowledge and best practices to foster professional growth.
  • Delivered impactful presentations to stakeholders, highlighting key program achievements and outcomes.
  • Maintained open lines of communication with all project stakeholders, facilitating collaboration and information sharing.
  • Developed a reputation for excellence in customer service by consistently addressing client concerns promptly.
  • Identified potential risks within programs early on, implementing mitigation strategies to minimize negative impact on project goals.
  • Conducted in-depth program evaluations, identifying areas for improvement and making necessary adjustments.
  • Actively participated in industry conferences or events as a representative of the organization.
  • Conducted thorough reviews of operations to devise and deploy improvement strategies.
  • Restructured procedures through coordination with compliance director to ensure organization's compliance with federal regulations.

Education

Associate of Science - Specialized Business/Accounting

Yorktowne Business Institute
York, PA
06-1994

Skills

  • Adaptability and flexibility
  • Analytical thinking
  • Attention to detail
  • Effective communication
  • Continuous improvement
  • Decision-making
  • Effective communication
  • Healthcare regulations
  • Problem-solving abilities
  • Reliability
  • Quality improvement
  • Teamwork and collaboration

References

Provided upon request.

Timeline

Population Health Specialist

Capital Blue Cross
08.2019 - 07.2025

Medical Value Consultant

Capital Blue Cross
08.2017 - 07.2019

Sr. Quality Improvement Compliance Consultant

Capital Blue Cross
01.2012 - 07.2017

Customer Service Support Analyst

Capital Blue Cross
01.2008 - 01.2012

Medicare Program Coordinator

Keystone Health Plan Central
10.2002 - 01.2008

Associate of Science - Specialized Business/Accounting

Yorktowne Business Institute

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Barbara Hazzard