Berkley Conley
Saint Charles,MO
Summary
Personable and results-driven healthcare leader with a proven track record in supervising high-performing teams within utilization management and service authorization environments. Experienced in managing acute and post-acute workflows, maintaining regulatory compliance, and driving team performance through coaching, performance planning, and data analysis. Skilled in cross-functional collaboration, process improvement, and leveraging tools like Power BI and Microsoft Office to support operational excellence and strategic goals.
Thrive in fast-paced, high-pressure settings while consistently meeting or exceeding key benchmarks.
Overview
9
9
years of professional experience
Work History
Supervisor, Health Services
CVS Health
Remote- NC
02.2025 - Current
- Supervise a team of 18+ staff responsible for acute and post-acute service authorizations.
- Oversee utilization management processes, ensuring adherence to TAT and state compliance regulations.
- Collaborate with clinical UM partners to maintain quality and compliance benchmarks.
- Run and interpret operational data through Power BI to inform performance strategy.
- Consistently achieve and exceed monthly team benchmarks and KPIs.
- Conduct at-risk employee discussions and implement performance improvement plans as needed.
- Monitor and maintain team workflows and daily inventory for operational efficiency.
Customer Care Representative II
CVS Health
Remote- NC
11.2023 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer inquiries and complaints with empathy, instilling trust with members.
- Handled escalated calls efficiently, finding satisfactory resolutions for both members and the company alike.
- Acted as a subject matter expert to drive team growth and collaboration.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Oversaw project management initiatives to enhance customer satisfaction.
- Conducted effective training programs for customer service representatives, enhancing team performance.
Home Maker
None
05.2020 - 11.2023
- Self-motivated, with a strong sense of personal responsibility.
- After having my child, I took several years to pour into my home and family before returning back to the career field.
Office Manager
Pregnancy Care Center of Burke County
Morganton, NC
08.2019 - 05.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Performed accurate data entry tasks while maintaining attention to detail in order to produce error-free records.
Certified Nursing Assistant
Private Home Health
Valdese, NC
08.2018 - 08.2019
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Built rapport with patients and families, providing emotional support during difficult times.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, etc.
Certified Nursing Assistant
Autumn Care of Drexel
Valdese, NC
04.2017 - 05.2018
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
- Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
Education
Associates Of Science In Heath Administration -
Colorado Technical University
Colorado Springs, COCertified Nursing Assistant -
Western Piedmont Community College
Morganton, NC2017
High School Diploma -
Patton High School
Morganton06.2016
Skills
- Utilization Management
- Coaching & Development
- Leadership Support
- Project & Workflow Management
- Power BI & Microsoft Office
- Performance Management
- Time Management
- Documenting & Reporting
Timeline
Supervisor, Health Services
CVS Health
02.2025 - Current
Customer Care Representative II
CVS Health
11.2023 - 02.2025
Home Maker
None
05.2020 - 11.2023
Office Manager
Pregnancy Care Center of Burke County
08.2019 - 05.2020
Certified Nursing Assistant
Private Home Health
08.2018 - 08.2019
Certified Nursing Assistant
Autumn Care of Drexel
04.2017 - 05.2018
Associates Of Science In Heath Administration -
Colorado Technical University
Certified Nursing Assistant -
Western Piedmont Community College
High School Diploma -
Patton High School