Cheyenne Glass
Northampton,PA
Summary
Dynamic operations leader with a proven 11-year track record at IQor, excelling in performance management and employee development. Recognized for strong communication skills and technical aptitude, fostering a collaborative environment that drove significant improvements in team productivity and morale. Played a key role in launching Priority Health's expansion of Medicare, Individual, Medicaid, Near Shore, and Provider lines of business with iQor. Skilled in multitasking and data analysis, driving strategic planning and organizational goals while maintaining professionalism in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager of Operations- Priority Health
IQor
01.2022 - Current
- Managed daily operations of multiple LOB's, delegating tasks appropriately to ensure smooth functioning of the team.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics through regular training sessions and performance evaluations.
- Contributed to long-term strategic planning, helping shape organizational goals and objectives through thorough analysis of past performance data to reduce operational risks.
Supervisor of Operations- Priority Health
IQor
07.2019 - 01.2022
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Established clear expectations for team members, resolved conflicts between employees swiftly and professionally, and fostered a positive work environment through open communication and accountability to minimize negative impact on daily operations.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Achieved high levels of client satisfaction with consistent attention to detail and effective communication skills.
- Acted as a liaison between upper management and staff members, effectively communicating expectations and addressing any concerns that arose during operations.
- Analyzed and reported on key performance metrics to senior management.
Client Account Trainer- Priority Health (Medicare)
IQor
06.2017 - 06.2019
- Enhanced trainee engagement through interactive workshops and hands-on activities while mentoring new hires for stronger staff development and increased productivity.
- Collaborated with client to create accurate training content, assessments, and gaps in skills.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Quality Assurance Analyst- Priority Health
IQor
09.2016 - 06.2019
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with client to discuss progress updates, communicate concerns or challenges, and ensure alignment of account goals.
Customer Service Representative- Priority Health
IQor
09.2014 - 08.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts, and escalated calls.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information and documentation.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Collections Agent- CVS Silverscript
IQor
03.2014 - 08.2014
- Managed and processed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Worked in call center environment handling manual and automatically dialed outbound/ inbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
High School Diploma -
Agora Cyber Charter School
King Of Prussia, PA06-2008
Skills
- Performance management
- Professionalism
- Technical aptitude
- Management team building
- Operations management
- Organizational skills
- Employee development
- Multitasking Abilities
- Time management abilities
- Excellent client communication/ engagement
- Self motivation
Accomplishments
- Medicare - Launched September 2014
- MyPriority/ Individual - Launched July 2019
- Medicaid - Launched November 2023
- Nearshore Back Office - Launched April 2024
- Provider - Launched April 2025
- Successfully launched 5 Lines of Business for Priority Health:
- Achieved Customer Dedication Award from Priority Health in May 2017 & January 2019 for possessing exemplary skills in leading and managing both my teams and relationship with the client.
- Performer of the Month : May 2014, August 2014, July 2015, and October 2015.
Certification
- Certified Level 1 Trainer, iQor (Priority Health) - June 2017
- Certified Level 2 Trainer, iQor (Priority Health)- 2018
- PPQ 2.0Training - Sept. 2021
- Coach The Coach Training - October 2021
Timeline
Assistant Manager of Operations- Priority Health
IQor
01.2022 - Current
Supervisor of Operations- Priority Health
IQor
07.2019 - 01.2022
Client Account Trainer- Priority Health (Medicare)
IQor
06.2017 - 06.2019
Quality Assurance Analyst- Priority Health
IQor
09.2016 - 06.2019
Customer Service Representative- Priority Health
IQor
09.2014 - 08.2016
Collections Agent- CVS Silverscript
IQor
03.2014 - 08.2014
High School Diploma -
Agora Cyber Charter School
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