Cassie Perry
Nampa,ID
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
Work History
Sr. Operations Manager
St. Luke’s Health Plan
01.2023 - Current
- Directly responsible for managing day to day operations, maintaining a collaborative culture among teams, providers, and clients for supervisor service and patient outcomes
- Direct oversight of front and back-office administration, vendor, and provider relations
- Work closely to integrate with the networks, provider care delivery, sales team, and product development
- Support the enhancement of operations and the customer experience to connect people to affordable healthcare
- Manage claims processing and report to support monthly P&L statements, reconciliations, accounts receivables, quarterly forecasting, and annual budgeting
- Synthesize trends, risks, and opportunities into impactful materials and presentations to facilitate recommendations to leadership, executive teams and/or the Board of Directors
- Maintain a comprehensive understanding of daily operations, policies, and procedures
- Identify operational roadblocks and process gaps
- Ensure effective roll out and adherence to workflow changes
- Proactively solicit and problem solve issues faced by the administrative team.
Operations Manager
Blue Cross of Idaho
11.2018 - 01.2023
- Managed between 40-50 employees within the operations area of Enrollment and Billing Services
- Oversaw monthly invoicing, facilitate timely resolution, and triage information to deliver accurate revenue reporting
- Implemented effective operational processes and lead process improvement work groups within department and cross functional
- Oversaw analysis of key performance metrics to identify areas in need of training and improvement
- Inspired and motivated employees to perform at their best through encouragement and incentive
- Developed and interpreted policies, procedures, service standards, and workflows to support the consistent application of practices across functional areas
- Provided guidance, counseling, and continuing education to staff
- Coach, mentor, and assess performance of staff members
- In collaboration with senior leadership, design, develop and implement focused functional area strategies
- Provide service operations support to other areas within the organization
- Developed strategic plans and procedures in support of operational effectiveness, enrollment and billing services goals and objectives
- Implemented initiatives to increase member satisfaction
- Oversaw analysis of key performance metrics to identify areas in need of training and improvement, as well as the identification of potential workflow improvements
- Provided guidance, counseling, and continuing education to staff
- Select, develop, coach, mentor, and assess performance of staff
- In collaboration with senior leadership, design, develop and implement focused functional area strategies
- Provided service operations support to other areas within the organization.
Operations Supervisor
Blue Cross of Idaho
01.2014 - 10.2018
- Supervised 10-12 employees within the operations area of Enrollment and Billing Services
- Developed procedures in support of operational effectiveness, enrollment and billing services goals and objectives
- Oversaw analysis of key performance metrics to identify areas in need of training and improvement, as well as the identification of potential workflow improvements
- Provided day to day oversight
- Participated in process improvement initiatives and implemented outcomes
- Assisted in the development of departmental policies, procedures, service standards, and workflows
- Ensured effective workflows, maximized system efficiencies, monitored quality performance, measured, and confirmed appropriate completion of work assignments
- Participated in internal and external audits
- Provided guidance, counseling, and continuing education opportunities to staff
- Selected, developed, coached, mentored, and assessed performance of staff
- Provided service operations support to other areas within the organization
- Participated in goal setting for department.
Internal Auditor II
Blue Cross of Idaho
05.2007 - 01.2014
- Plan and perform internal audits and reviews on Member Touchpoint Measurements (MTM), BlueCard Host (LDLA), Inter-Plan Program, Subscriber and Group account audits
- Coordinated findings and prepared monthly reports
- Run weekly, bi-weekly, and monthly reports for Member Touchpoint Measurements (MTM) Quality Measures
- Maintained confidentiality while auditing and researching Blue Cross of Idaho employee claims and inquiries
- Accurately collected, prepared, and analyzed the Variance, Executive, Corporate, FEP, Scorecard, IPP Scorecard and IPP Enhanced Scorecard reports for issuance to Executive staff
- Extracted and reconciled claim populations for monthly, quarterly, and annual reporting
- Functioned as backup auditor for Federal Employee Program (FEP)
- Monitored Internal Auditor I’s quality work product while maintaining the integrity of the MTM and BlueCard Host LDLA audits
- Prepared and submitted quarterly data submission and reporting information to the Blue Cross Blue Shield Association.
Claims Examiner II
Blue Cross of Idaho
08.2001 - 05.2007
- Processed Traditional, PPO, and Managed Care claims
- Investigated reasons for edits of claims data and took appropriate action to correct claims
- Recognized, investigated, and processed adjustments, responses to inquiries, requests for corrected claims, and recreated COB and AIQ requests
- Coordinated benefits with Medicare, 2 Blues and Tertiary policies
- Assisted with cash receipts
- Wrote correspondence to providers regarding member’s accounts.
Education
MBA - Business Administration
University of Phoenix
Phoenix, AZ08.2024
Bachelor of Science (B.S - Healthcare Administration
University of Phoenix
Phoenix, AZSkills
- Skills Overview
- Time Management
- Teamwork
- Organization Skills
- Enrollment Management
- Attention to Detail
- Health Insurance
- HIPAA
- Microsoft Excel
- Process Improvement
- Team Building
- Leadership
- Microsoft Office
- Benefits Administration
- Financial Audits
- Health Policy
- Customer Service Management
- Problem Solving
- Quality Management
- Claims
Affiliations
National Society of Leadership and Success
Timeline
Sr. Operations Manager
St. Luke’s Health Plan
01.2023 - Current
Operations Manager
Blue Cross of Idaho
11.2018 - 01.2023
Operations Supervisor
Blue Cross of Idaho
01.2014 - 10.2018
Internal Auditor II
Blue Cross of Idaho
05.2007 - 01.2014
Claims Examiner II
Blue Cross of Idaho
08.2001 - 05.2007
MBA - Business Administration
University of Phoenix
Bachelor of Science (B.S - Healthcare Administration
University of Phoenix
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