Charlie L. Hurst
Glenolden,Pa
Summary
Delivering Proven Excellence in Operations and Leadership
Overview
31
31
years of professional experience
Work History
Claims Enrollment Specialist
AmeriHealth Carita
01.2015 - Current
- Oversee the enrollment process for new born, ensuring accurate documentation and regulatory compliance. Responsibilities include verifying eligibility, processing applications, resolving discrepancies, maintaining client records, updating client information, tracking enrollment status, and ensuring data integrity while addressing enrollment or claims processing issues.
- Facilitate the enrollment of patients or plan members in healthcare coverage, including Medicaid, Medicare, ACA, or employer-sponsored plans
- Ensure compliance with all applicable healthcare laws, including HIPAA, ACA, and CMS guidelines
- Assist the IMQ department in training staff on current and new work procedures.
- Assist management with updating the IMQ online help resources.
DATA COORDINATOR
Veeva Company
Philadelphia, PA
10.2013 - Current
- Collect and manage data to analyze business functions, productivity and redundancies.
- Ensure proper collection of data, observing any legal or ethical standards, especially for data that involves personal information.
- Service calls and correspondence from members and/or providers, and identify and/or respond to inquiries, dissatisfaction, complaints, and grievances.
Senior PASTOR
Igniting Church
Philadelphia, PA
01.2009 - Current
- Provide visionary, strategic, and collaborative leadership for multiple Churches.
- Lead, equip, and provide accountability for the ministry staff and teams as they carry out the vision of the Church.
- Management of staff by creating a positive, productive work environment for the staff by leading and managing effectively; providing spiritual and personal nurturing as well as coaching and professional development to each staff member.
- Serve as one of the Preachers to all Church communities.
- Ensure all Church locations are operational and functioning effectively.
Provider/Member Coordinator
The Carney Group
Blue Bell, Pa
01.2013 - 01.2015
- Serviced calls and correspondence from members and/or providers, and identifying and/or responding to inquiries, dissatisfaction, complaints, and grievances.
- Researched member/provider and/or enrollment issues utilizing department procedures, reference materials, and internal and external systems.
- Identified member/provider issues and referred to appropriate departments.
CUSTOMER SERVICE
AmeriHealth-Mercy
Philadelphia, PA
04.2012 - 01.2013
- Serviced calls and correspondence from members and/or providers, and identifying and/or responding to inquiries, dissatisfaction, complaints, and grievances.
- Researched member/provider and/or enrollment issues utilizing department procedures, reference materials, and internal and external systems.
- Identified member/provider issues and referred to appropriate departments.
- Utilized AT&T Language Line and the Telecommunications Digital Device (TDD) when necessary to service non-English speaking or hearing-impaired members.
- Reviewed reports for quality to ensure standards are met.
- Handled 70-150 calls per day from several different lines of businesses and locations (ex: New Jersey, Pennsylvania, Nebraska, Louisiana, etc.).
- Handled opening and closing calls effectively within a 5–7-minute timeframe.
STRATEGIC EXPEDITER
SDI
Philadelphia, PA
01.2006 - 01.2010
- Expedited open purchase orders with the vendor and communicate status to client users and SDI Site Operation Personnel Through In-Site Online computer software.
- Resolved vendor invoice matching problems and increased revenue through this resolution process.
- Updated computer systems and made policy and procedural changes as needed through the Insite online software.
- Communicated updates to accounts payable and receivable departments.
- Collaborated with vendors to resolve shipments forward to wrong locations.
- Customized orders for the New York City School District.
FRONT DESK AND SALES MANAGER
Howard Johnson
Detroit, MI
01.2004 - 01.2005
- Responsible for daily arrival and departure of all guests.
- Audited guest checks, cash sheets, and other forms authorizing charges and expenditures for previous day’s transactions.
- Balanced the books and accounting records to track daily income and expenses, which includes room charges, room service charges, and charges of other paid services of the hotel.
- Supervision of front desk clerks, housekeeping, and security.
- Development of staff individually and through weekly staff meetings.
- Manager on duty for weekends.
- Responsible for large groups, long-term stays, company discounts, and rental of ballrooms.
- Manager on Duty (MOD) – top tiered manager for hotel on the weekends.
SENIOR PROJECT MANAGER
AT&T (SBC)
Detroit, MI
01.1998 - 01.2003
- Assisted with launching DSL for SBC (Ameritech).
- Managed 200 employees, including 10 managers and 6 team captains.
- Ensured managers and team captains received leadership and operational training.
- Reviewed reports completed by assistant managers and provided relevant feedback.
- Conducted daily meetings with assistant managers and discussed statistics contained in the reports.
- Set targets for assistant managers and provided motivation to assist with meeting targets.
- Trained new employees on policies and procedures.
- Ensured current staff received on-going training.
- Interviewed candidates for open positions and promotional opportunities.
- Managed human resource operations for the department, including performance management, career development, and terminations.
- Developed policies and procedures to ensure department was operational.
- Reviewed quality assurance calls from management for customer service representatives.
- Performed continuation training for current and future procedures.
- Ensured department achieved maximum profitability and effectiveness.
- Implemented quality control measures for departmental staff, which included: Monitoring total number of calls; hold time; quality of service provided during the calls; dropped calls; call waiting, etc.
- Handled levels of tiered calls escalated from customer accounts.
FLOOR SUPERVISOR
Budco
Detroit, MI
01.1995 - 01.1997
- Managed several accounts for Budco Company’s call center, which included the training and development of departmental staff for each account.
- Trained staff on projects such as Cellular One, National Bank of Detroit, Tibo Fitness, Ford One Enrollment, and Blue Cross/Blue Shield (Bank One).
- Assisted department managers to ensure effective operations.
- Created and reviewed daily reports/matrix to track productivity.
Education
MBA -
Peirce @ Lackawanna College
Philadelphia, PA11-2026
Bachelor degree - Business Admin.
Peirce College
Philadelphia, PA06-2025
Certificate - Effective Management
University of Michigan
Ann Arbor, MI02-2000
Supervisor Training -
Ford Motor Company
Dearborn, MI04-1998
Skills
- Operational Leadership
- Performance Management
- Microsoft applications (Excel, Outlook, Word, ASI, and PeopleSoft)
- Sales Management
- Human Resources
- Communication and People Skills
- Project Management
- Staff Development
- Organizational Skills
References
References Furnished Upon Request
TRAINING
- Phone Etiquette
- Effective customer service virtually
Timeline
Claims Enrollment Specialist
AmeriHealth Carita
01.2015 - Current
DATA COORDINATOR
Veeva Company
10.2013 - Current
Provider/Member Coordinator
The Carney Group
01.2013 - 01.2015
CUSTOMER SERVICE
AmeriHealth-Mercy
04.2012 - 01.2013
Senior PASTOR
Igniting Church
01.2009 - Current
STRATEGIC EXPEDITER
SDI
01.2006 - 01.2010
FRONT DESK AND SALES MANAGER
Howard Johnson
01.2004 - 01.2005
SENIOR PROJECT MANAGER
AT&T (SBC)
01.1998 - 01.2003
FLOOR SUPERVISOR
Budco
01.1995 - 01.1997
MBA -
Peirce @ Lackawanna College
Bachelor degree - Business Admin.
Peirce College
Certificate - Effective Management
University of Michigan
Supervisor Training -
Ford Motor Company