Carolyn Thompson

• Successfully achieved the removal of the corrective action plan by developing strategies to achieve all Service Level Agreements.
• Maintained proper staffing levels (>300 personnel) to guarantee timely and accurate deliveries for the State of New Mexico Medicaid/TANF/SNAP/LIHEAP programs.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Attended staff and client meetings and served as liaison to manage operations for an account.
• Coordinated new hire recruitment, training, and development.
• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training, and ongoing support.
• Facilitated completion of deliveries and verified documentation.

• Conference calls with clients to discuss and respond to various questions regarding various topics related to Medicare, Medicaid, call/contact centers, implementations, compliance, systems, etc.
• Discuss governance and transparency for reporting statistical data daily, weekly, monthly, quarterly, and annually to Client,
• Exceeding contractual SLA strategies.
• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities

• Research emerging trends within the industry and capitalized on finds to develop new products, services, and strategies.
• Integrate new media and web advertising initiatives into client's marketing strategies to enhance brand awareness.
• Shape solutions and approaches by leveraging trends in customer marketplaces and industries.
• Develop and implement strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing the company with strong and sustainable organizational leadership.
• Develop and design technological improvements, reducing waste and business bottlenecks.
• Develop innovative sales and marketing strategies to facilitate business expansion.

• Boosted team member productivity (headcount 450+) by enhancing performance monitoring and instituting motivational approaches.
• Trained and guided team members to maintain high productivity and performance metrics.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Improve Third Party Liability updates and timelines.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Supervised daily operations of multi-million dollar Government Medicaid operations with headcount 450+.
• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Built loyal account base and long-term business relationships with Cover Virginia (CV) Medicaid accounts.
• Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
• Worked directly with management, CV Incarcerated Unit, CV Eligibility Call Center, Central Processing, Call Center including WebChat, department to brainstorm, discuss strategy and mitigate issues.

Oversight and responsible for eight different lines of business with Medicaid focused Member Customer Call Centers: (1) Affordable Care Act/Medicaid Expansion Hotline, (2) Institutional Care Waiver, (3) Medical Assistance Division/Client Eligibility, (4) 1095B, (5) Mi Via/Self-Directed and Centennial Care Benefit Waivers (6) Income Support Division (7) Provider Relations, and (8) Provider Enrollment for State of New Mexico client. Provided solutions to client driving additional business.

• Manage 3 Senior Supervisors, 6 Supervisors, and 1 Manager.
• As Fiscal management, , enforce compliance according to contractual agreements with State of NM.
• Review and/or revise current processes and operational procedures as needed to ensure efficiency and effectiveness of daily operations.
• Maintain positive relationship with Client with trust, confidentiality, and transparency, while being proactive with solutions to drive efficiencies, and exceeding SLAs.
• Conduct coaching, and annual reviews.
• Maintain site performance and accountability.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.

Responsible for Client Service Delivery Managed Care Organization (MCO)/Medicaid/Commercial lines of business both internal and external clients. Continuously provide strategic leadership and oversight to multiple on and offsite (virtual) Customer Care Centers with combined team of more than 300+ professional call center staffers to include Managers, Supervisors, Leads, Agents, Clinical Agents, Trainers, and Compliance/Regulatory Specialist. Presenting ever evolving, thinking outside do the box business solutions.

• Supported Medicare/Medicaid/Commercial lines of business to maximize quality and work efficiency.
• Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
• Exceeded goals through effective task prioritization and great work ethic.
• Improved customer satisfaction scores through consistent hard work and dedication to train of staff, quality scores and "1 call resolution".
• Coordinated work of multiple contractors.
• Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Supervised work of 300+ team members, offering constructive feedback regarding work performance.
• Scheduled staff and delegated work assignments.
• Identified and minimized work risks and hazards.

Continuously provide strategic leadership and oversight to multiple on and offsite (virtual) Customer Care Centers with a combined team of 100+ professional call center staffers to include Managers, Supervisors, Leads, Agents, Issue Resolution Liaisons, Data Entry and Enrollment Processors. Responsibilities includes, but are not limited to development and execution of strategies, performance management and improvement, leadership development, meeting/exceeding SLAs, ensuring customer care delivery metrics are met, staffing and recruiting, performance reviews, budget and direct supervision of call center managers for State of New Mexico (NM).

• Oversight and responsible for six Medicaid focused Member Customer Call Centers: (1) Affordable Care Act/Medicaid Expansion Hotline, (2) Institutional Care Waiver, (3) Medical Assistance Division/Client Eligibility, (4) 1095B, (5) Mi Via and Self-Directed Community Benefit Waiver and (6) Income Support Division.
• Exceeded goals through effective task prioritization and great work ethic.
• Evaluated work of colleagues to assure quality of work.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Coordinated work between multiple departments.
• Monitor the progress of Third Party Liability system updates.
• Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.

Provided strategic management and oversight for client (State of New Mexico) to Medicaid Assistance Division, Affordable Care Act and Medicaid Expansion Hotline Call Centers with team of 45+ call center agents and supervisors. Provide business solutions refining call handling process. Responsibilities included development and execution of strategies, performance management and improvement, leadership development, meeting/exceeding SLAs, ensuring customer care delivery metrics were met; staffing and recruiting, performance reviews, budget and direct supervision of call center supervisors.

• Oversight and Responsible for four Medicaid focused Member Customer Call Centers: (1) Affordable Care Act/Medicaid Expansion Hotline, (2) Medical Assistance Division/Client Eligibility, (3) 1095B and (4) Mi Via and Self-Directed Community Benefit Waiver.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
• Implemented policies and standard operating procedures for continuous improvement.
• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 6 member management team with related direct reports.
• Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
• Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Maintained constructive client and vendor relationships.
• Collaborated with IT and business teams to develop and enhance architecture in order to better track business KPIs.
• Helped build and review master service agreements for work eligibility.
• Boosted team performance with enhanced employee evaluation processes.
• Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.

Responsible for daily activities of direct reports (call center agents and data entry specialists) while also ensuring call center team adhered to standards and guidelines for greater customer satisfactions and issue resolution.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Enhanced training programs to strengthen employee knowledge and promote new managers from within.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Introduced team contests and goals to enhance productivity and improve employee morale.
• Provided supportive link between external customers and internal operations.
• Set overall vision and provided team leadership.
• Ensure all Third Party Liability are submitted correctly.
• Built, managed and coached insourced and outsourced team, implementing training programs to improve efficiency and productivity.
• Interviewed, hired and trained new employees for Liaison position.
• Boosted group production 15% by devising and deploying improved training and system access.

Oversaw daily activities of direct reports while also ensuring call center team adhered to standards and guidelines for greater customer satisfactions and issue resolution. Primary contact for client State of New Mexico regarding Medicaid/MiVia Waiver issue resolution process.

• Boosted group production 40% by devising and deploying improved "one touch resolution" approach.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Set and managed schedules to give proper coverage to required areas and meet customer service demands.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
• Interviewed, hired and trained new employees for Liaison position.
• Performed quarterly and annual evaluations and reviews for 5 direct reports with Operations Director.
• Assisting call center inbound queues and accepted escalated calls to ensure SLAs were met and/or exceed.