Brian Vigil
San Antonio,TX
Summary
As an operations Leader, I have an extensive background in customer service, call center management, vendor management, and healthcare operations. Forward-thinking Manager adept at managing teams of 200+ employees with seven to nine direct reports to accomplish challenging objectives. I bring a willingness to be open to innovation, remain curious, while embracing a servant leader mentality to help others achieve their own goals.
Overview
7
7
years of professional experience
Work History
Senior Business Manager, Intake
WellMed Medical Management - United Health Group
San Antonio, TX
01.2022 - Current
- Acquired team of 165 Intake Coordinators that prior year had been out of compliance by failing to meet agreed upon service levels and average speed of answer (ASA) requirements. Drove immediate change by introducing IEX watch party, re-evaluating resources for offline project work, and addressing a need to manage more effectively the excessive use of system outage time. Service levels and ASA improved to meet department and compliance requirements while reducing Vendor reliance by 30%.
- Provided department vision to reduce fax work over time while staying compliant of turnaround times. Introduced time studies to find blind spots and learning opportunities within the team resulting in efficiencies that decreased FTE headcount by 30% for fax staff.
- Reduced shrinkage for offline work by introducing time studies for urgent escalation and provider unknown projects. Time study results allowed better allocation of resources and reduced offline work by three FTE's.
- Using Qualtrics and Nexidia platforms and reporting data, collaborated with internal leadership team to set metric goals for both NPS and UES, the voice of the customer (VOC).
- Introduced "better together" sessions with key business partners, communicating ideas and suggestions with ultimate goal of improving work efficiencies and eliminating silo mindset between departments.
- Attend CMS and health plan audits.
- In April 2022, carried out the plan to move to a 24 hour, 7 day a week call center. Working with WFM, schedules and FTE count were created for around the clock coverage, including holidays. Leadership coverage was built out, and partnered with the offshore team (OGA) to build out the rest of the coverage.
- Conduct annual performance reviews
Business Manager
WellMed Medical Management - United Health Group
San Antonio, TX
03.2021 - 12.2021
- Inherited team of 90 plus staff, and managed day-to-day operation of Provider Call Claims team.
- Created and monitored performance indicators focused on service delivery by introducing templates to track call behaviors and opportunities.
- Implemented strategies, such as IEX watch party, resulting in reduction of shrinkage by 22% to boost call center performance.
- Identified need to enhance overall interview process to produce better candidates with job fit.
- Secured and built strong relationships with business partners.
- In July 2021, to help reduce workload of Intake manager, role was expanded to lead Intake's fax team. In planning ahead for January peak season, had all fax only trained staff to service phone calls as well, effectively turning team into hybrid fax/phone coordinator.
- Conduct annual performance reviews
Business Manager
UnitedHealthcare
San Antonio, TX
12.2019 - 03.2021
- Leader within customer service operations of 700+ employees, charged with achieving call center metrics, including Net Promoter Score (NPS), service level agreements, financial targets, and improving consumer experience.
- Improved relationships by streamlining processes to define roles with Training, Workforce Management, Claims, and Provider Servicing teams.
- Provided support for operations supervisors in offering guidance with human resource processes, ensuring successful performance management, staff retention, employee relations, and training.
- Designated business manager to support vendor partnerships.
- Main point of contact for health plan audits
- Conduct annual performance reviews
Supervisor, Supervisor Support Team
UnitedHealthcare
San Antonio, TX
08.2017 - 11.2019
- Leader of 20+ subject matter experts with one-call resolution as primary focus in support of 400+ call agents and external customers.
- Implemented metrics with team to improve efficiency around service levels and service request resolution time, while minimizing shrinkage.
- Restructured some online service requests to point to the customer advocate team, as they were better suited to handle specific work. In turn, some online service requests were rerouted to supervisor support team to be best suited to handle those requests.
- Repurposed project days and time to increase availability to internal customer base. Result improved service levels by 30% for internal and external customers, while improving occupancy within team.
- Served as main point of contact to handle executive-level complaints. All executive issues funneled through the team with responsibility to resolve in a two-hour win.
Education
No Degree - Healthcare Management
University of Phoenix
Tempe, AZSkills
- Healthcare Operations
- Employee Engagement
- Process Improvement
- Root Cause Analysis & Remediation
- Customer Experience
- Vendor & Contract Management
- Strategic Planning and Execution
- Call Center Management
Accomplishments
A seasoned leader, with more than 15 years of customer contact experience and more than 8 years managing within large contact centers (200+ customer service agents). Organized and engaged staff to deliver performance objectives and provide exceptional customer service. Experienced change agent, building strong relationships at all levels of the organization to move the culture forward in a changing business climate. Established key metrics, measures and controls to achieve business and performance objectives. Analyzed performance data, benchmarking with all business partners to rework processes for success. Committed to continuous process improvements to achieve objectives, quality management. Builds strong relationships with upper management, peers, vendors and staff to influence success and continuously improve performance. Strong, independent decision-making ability and negotiation skills.
Timeline
Senior Business Manager, Intake
WellMed Medical Management - United Health Group
01.2022 - Current
Business Manager
WellMed Medical Management - United Health Group
03.2021 - 12.2021
Business Manager
UnitedHealthcare
12.2019 - 03.2021
Supervisor, Supervisor Support Team
UnitedHealthcare
08.2017 - 11.2019
No Degree - Healthcare Management
University of Phoenix
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