BRAHENN WILLIAMS
Mount Holly,NC
Summary
OPERATIONS MANAGER – 10+ YEARS’ HEALTHCARE EXPERIENCE Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in New Product Launch implementations, coordinating projects, programs and improvements.
Overview
10
10
years of professional experience
Work History
Program Manager
AmerisourceBergen -Lash Group
Fort Mill , SC
09.2018 - Current
- Responsible for administration and management of operational program for HIV (Virology) and Rare Disease Portfolio (Gastroenterology, Immunology, Hematology and Endocrinology)
- Executed small to medium sized operational projects with the understanding of project decisions impact, key business metrics, and enterprise strategies on behalf of contracted programs
- Defined business requirements to include Master Service Agreement (MSA), Statement of Work (SOW) and Program specific Business Rules in collaboration with Senior Operations Manager and Director for implementation of new product launches via new business development
- Served as primary liaison between company and client, lead client meetings
- Interpreted client needs, and developed appropriate action plan to monitor, assess and identify strategies to improve program processes, services, systems and analysis; and provide internal advocacy for client
- Executed operational business processes and goals for multiple client accounts simultaneously
- Collaborated with Senior Program Operations Manager and Director to manage monthly budget, budget development, follow-up on outstanding invoices, and measurement of program financial performance
- Coordinated staffing initiatives to include crafting job postings, screening resume submissions, working with search consultants, overseeing selection process Track candidates in process, and ensure forward momentum on hiring process, Standardize and conduct onboarding and offboarding activities
- Designed and conducted Reimbursement training (Medicare, Medicaid, Private Commercial, and VA, TriCare plans) for the Annual Benefits Reverification team of 120 associates
- Additionally, designed and conducted training for 21 core team associates for CRM reporting, inventory processing and quality assurance-compliance tasks
- Developed incentive plans and engagement activities to drive performance and morale
- Assessed associate potential, strengths, and development needs and conducted career development discussions
- Conducted formal and informal feedback with Annual reverification associates to reinforce and address performance and quality expectations
- Delivered routine client reports and established performance metrics and goals
- Tracked project initiatives to ensure program is operating according to contractual obligation
- Oversaw User Acceptance Testing and related IT escalations to include planning, execution and sign-off
- Provided Approval for CRM Edits/Implementations via review of requirements for IT Work Orders
- Assisted with Data Dashboard development in collaboration with client analytics.
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Interacted with customers and clients to identify business needs and requirements.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Devised tools and benchmarks to improve team performance and monitor production.
Interim Senior Program Manager
AmerisourceBergen -Lash Group
Fort Mill, SC
11.2020 - 03.2021
- Responsible for leading an operational team of 2 Managers, 1 Special Project Liaison and 21 Patient Access Specialists
- Established goals and expectations for team oversight, setting direction and influencing team performance through the development and coaching of managers
- Assessed client needs and developed appropriate action plans as the primary liaison between company and client
- Work with management team to monitor, assess and identify strategies to improve program processes, services, systems
- Managed and pulled monthly invoicing and billing reports measured program financial performance
- Follow-up on outstanding invoices
- Teamed with Human Resources to recruit appropriate staffing; serve as the interface for cross functional activities; work with team management to design programs to maintain high motivation among team members; establish goals for the team; conducts performance reviews of management team; provides training and mentoring to team members and conducts career development discussions; Hold regular meetings with team and one-on-one meetings with managers
- Partnered with New Business Development and Strategic Account Manager in customizing and making capabilities presentations, which market services of company to prospective clients; May partner with New Business Development to write proposals for new and existing customers; stay abreast of new business development opportunities; influencing clients by helping them see advantages of using other company services
- Developed incentive plans and engagement activities to drive performance and morale
- Pursued project initiatives to ensure program is operating according to contractual obligation and delivered routine client reports and established performance metrics and goals.
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
Interim Senior Program Manager
AmerisourceBergen -Lash Group
Fort Mill, SC
07.2019 - 03.2020
- Responsible for leading an operational team of 2 Manager and 56 associates under the Rare Disease Portfolio (Gastroenterology, Immunology, Hematology)
- Establishing goals and expectations for team oversight, setting direction and influencing team performance through the development and coaching of managers
- Interpreted client needs and develop appropriate action plans as the primary liaison between company and client
- Worked with management team to monitor, assess and identify strategies to improve program processes, services, systems and analysis; and provide internal advocacy for client
- Supported company initiatives; exemplified core values; accepted and effectively communicated decisions on company policies, plans and programs; ensured open communication at all levels; and rewarded appropriate behavior
- Managed monthly budget, budget development, follow-up on outstanding invoices, and measurement of program financial performance
- Teamed with Human Resources to recruit appropriate staffing; serve as the interface for cross functional activities; work with team management to design programs to maintain high motivation among team members; establish goals for the team; conducts performance reviews of management team; provides training and mentoring to team members and conducts career development discussions; Hold regular meetings with team and one-on-one meetings with managers
- Partnered with New Business Development in customizing and making capabilities presentations, which market services of company to prospective clients; Partnered with New Business Development to write proposals for new and existing customers; stay abreast of new business development opportunities; influencing clients by helping them see advantages of using other company services
- Developed incentive plans and engagement activities to drive performance and morale
- Pursued project initiatives to ensure program is operating according to contractual obligation and delivered routine client reports and established performance metrics and goals.
- Interacted with customers and clients to identify business needs and requirements.
Special Project Liaison
Amerisource Bergen -Lash Group
Fort Mill, SC
04.2018 - 09.2018
- Responsible for coordinating and executing small to medium sized operational projects with the understanding of project decisions impact, key business metrics, and enterprise strategies on behalf of contracted programs across the AmerisourceBergen Corporation
- Executed operational business processes and goals for multiple client accounts simultaneously
- Identified and recommended innovative solutions to improve and streamline current processes
- Tracked project initiatives
- Developed clear and reliable communications to internal teams, project stakeholders, external vendors and customers on status of assigned projects
- Completed on-boarding process for data aggregators with optimal efficiency
- Conducted data reporting initiatives such as set up of report automation, database validation testing, running data conversion files, and data feed reconciliation for current inventory and new product launches
- Performed multi-unit corporate training for 183 staff members, 2 senior executives and 13 clients.
- Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Reported regularly to managers on project budget, progress and technical problems.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Team Coordinator
AmerisourceBergen -Lash Group
Fort Mill , SC
05.2017 - 04.2018
- Led a team of 80 Patient Access Support Specialist (FTE and Contract) under client Legacy Brands & Oncology Portfolios
- Provided mentoring and coaching to team members on performance metrics, program processes ensuring team members are preforming in-line with program standards
- Interfaced and engaged with associates 50% of the time training, coaching and providing direction /answers to both program and organizational questions
- Oversaw day-to-day activities and manually distributed workload to staff daily
- Encouraged staff skill set development via use of Lo-Minger and Korn Ferry’s Competency analysis tools
- Participated in daily management meetings providing performance updates
- Addressed associate performance concerns via development of action plans
- Developed and implemented standard operating procedures to establish departmental policy
- Worked with senior management to problem solve and plan future strategies for cost reduction in supply chain and HUB distribution
- Conducted FTE new hire interviews
- Delivered task contribution for Six Sigma DMAIC Projects related to supply chain and distribution
- Built strong relationships with customers through positive attitude and attentive response.
- Addressed customer service overflow to reduce complaints.
- Managed team workload to reach production targets.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Conducted new-hire training regularly throughout fiscal year.
Interim Team Coordinator
Amerisource Bergen -Lash Group
Fort Mill , SC
10.2016 - 05.2017
- Led a team of 40 Healthcare Provider Site Coordinators/Account Managers and Benefits Verification under a client Rheumatology Portfolio
- Provided training, mentoring and coaching to team members on performance metrics and program processes
- Oversaw day-to-day activities and manually distributed workload to staff daily
- Initiated audit process to evaluate thoroughness of documentation gathered and submitted to provider’s office
- Identified opportunities and implemented strategies and best practices to drive efficiency and process improvement
- Provided access and administrative permissions to program intranet, team page and database
- Participated in daily management meetings providing performance updates
- Monitored associate performance using performance tracker tools and reporting
- Addressed associate performance concerns via development of action plans.
- Built strong relationships with customers through positive attitude and attentive response.
- Addressed customer service overflow to reduce complaints.
Site Coordinator (Provider Account Manager)
Amerisource Bergen -Lash Group
Fort Mill, SC
07.2013 - 10.2016
- Managed over 20+ high profile Healthcare Provider site accounts via task list management software to certify coordination of services with the pharmaceutical field reimbursement, and sales representative team were effectively accomplished to ensure provider requests were handled in a timely and accurate manner
- Resolved completed accounts independently and effectively with minimal supervision
- Provided exceptional customer service to internal and external customers
- Maintained constant contact with key clients at high profile sites to develop service offerings
- Completed and submitted all necessary insurance forms, and electronic claims
- Researched and resolved any electronic claim denials by following up with claim consultant team
- Experience with consulting providers on medical benefits verified for provider billing of ICD9, ICD10, HCPCS codes
- Entered and processed patient prescriptions into CRM per provider request for Order fulfillment via TheraCom pharmacy
- Coordinated site investigations, documented issues and escalated to executive teams.
Patient Care Coordinator (Patient Account Manager)
Amerisource Bergen -Lash Group
Fort Mill , SC
11.2012 - 07.2013
- Participated in inbound and outbound call handling and data entry initiatives assisting patients with updating account status, change in demographic information, benefits verification and medication shipment coordination
- Processed patient assistance applications for approval or denial status within 24-48 hours daily according to program guidelines
- Exceeded monthly goal of 225 application determinations by 10% each month ranking 1st quartile in production
- Chosen by senior leadership to independently manage Hospital Outpatient Bulk Medication Replenishment Program
- Coordinated frequency of medication shipment as directed by prescription from the healthcare provider
- Experience with verifying patient benefits using provider medical billing of ICD9, ICD10, HCPCS codes
- Entered and processed patient prescriptions into CRM per provider request for Order fulfillment via TheraCom pharmacy
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked closely with patients to deliver excellent and direct individualized patient care.
Education
Master of Business Administration (MBA) - Healthcare Management
University of Phoenix
Tempe, AZ09.2018
Bachelor of Science (BS) - Psychology
University of Phoenix
Tempe, AZ09.2016
Associate of Arts - Psychology
University of Phoenix
Tempe, AZ09.2014
Skills
- Healthcare Industry Support
- Project Coordination & Management
- Data Analytics
- Critical Procedure Development
- Disease specialization proficiency
- Medicare Part A, B, C, D and Commercial Insurance Payer Knowledge
- Strong medical ethic problem resolution ability
- Advanced understanding of Buy and Bill & Specialty Pharmacy billing
- Client Relationship Building, Loyalty, & Retention
- Multi-Unit Corporate Training
- Organizational Conflict Resolution
- Team Building & Staff Retention
- Hub Management and collaboration on reimbursement level
- Value Goal Setting
- Strategic Decision making
- Presentation/Public Speaking
- Employee Coaching & Empowerment
- Oncology, Gastroenterology, Immunology, Hematology, Rheumatology, Endocrinology and Virology Reimbursement Support
- Claims investigation and research
- Understanding of miscellaneous J-code and Q code billing
- Documentation proficiency
- Policy and procedure improvements
- Team leadership and direction
- Budget coordination
- Performance monitoring
Affiliations
Communicating for Success – Team Dynamics – Giving & Receiving Actionable Feedback Keys to Customer Service – Extraordinary Facilitation – Leading with an Inquiring Mindset Dale Carnegie “Step up to Leadership”-Time Management-Emotional Intelligence Basic Presentation Skills for delivering a presentation Software: Salesforce, ADP, Windows, Microsoft 365, Microsoft Office Suite: Word, Outlook, Excel, PowerPoint, Microsoft 360, SharePoint, SharePoint Designer, and Visio BRAHENN WILLIAMS Page | 4
Timeline
Interim Senior Program Manager
AmerisourceBergen -Lash Group
11.2020 - 03.2021
Interim Senior Program Manager
AmerisourceBergen -Lash Group
07.2019 - 03.2020
Program Manager
AmerisourceBergen -Lash Group
09.2018 - Current
Special Project Liaison
Amerisource Bergen -Lash Group
04.2018 - 09.2018
Team Coordinator
AmerisourceBergen -Lash Group
05.2017 - 04.2018
Interim Team Coordinator
Amerisource Bergen -Lash Group
10.2016 - 05.2017
Site Coordinator (Provider Account Manager)
Amerisource Bergen -Lash Group
07.2013 - 10.2016
Patient Care Coordinator (Patient Account Manager)
Amerisource Bergen -Lash Group
11.2012 - 07.2013
Master of Business Administration (MBA) - Healthcare Management
University of Phoenix
Bachelor of Science (BS) - Psychology
University of Phoenix
Associate of Arts - Psychology
University of Phoenix