Christy N Warren
TX
Summary
Accomplished Member & Provider Contact Center Director with experience managing and motivating member service professionals to achieve and surpass company targets. Focused on delivering decisive, forward-thinking and positive team leadership to enable production success with effective workflows. Equips employees to meet goals by building a collaborative and skill-based culture.
Professional with robust background in directing and managing large-scale operations, consistently driving success through strategic planning and execution. Adept at implementing innovative solutions that enhance productivity and operational effectiveness. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.
Overview
10
10
years of professional experience
Work History
Director • Member & Provider Contact Center, Outbound
Molina Health Care
Long Beach, CA
01.2019 - Current
- Manages member services operations.
- Ensures compliance with state and regulatory requirements
- Collaborate with operations leaders to develop strategies and implement plans aligned with their compliance to expand our current outbound
- Identifies new opportunities for process development regarding our multiple departments & lines of business
- Department Programs: Health Plan Renewals
- Lines of Business: Medicaid & MMP
- Develop and implement interventions to address deficiencies and negative trends.
- Building infrastructure to support & enhance Quality, Work Force Management (Dialer Strategies).
- Implementing work instructions/scripting for Training.
- Partnering with Health Plan Partners, Pharmacies & Medical Offices to provide beneficial support.
- Achieves individual performance goals as it relates to call center metrics.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Developed strategic initiatives to enhance member engagement and improve health outcomes.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Fostered partnerships with community organizations to expand access to care for underserved populations.
- Implemented performance metrics to track progress and ensure compliance with regulatory standards.
- Advocated for policy changes that align with organizational goals and improve healthcare delivery systems.
- Coordinated data analysis efforts to drive decision-making and inform healthcare strategies.
- Led cross-functional teams in implementing quality improvement programs across service lines.
- Streamlined operational processes to increase efficiency and reduce administrative burdens.
- Mentored junior staff, promoting professional development and knowledge sharing within the team.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Manager • Member & Provider Contact Center, Inbound
Molina Health Care
Long Beach, CA
01.2018 - 01.2019
- Coordinated and executed strategy for full site work-from-home of 330+ agents in one week due to the corona virus pandemic, including at-home technology inventory (internet connectivity), transportation, and full equipment allocation and setup. Exceeded contractual requirements across multiple lines of business and states. In short, no downtime to members or providers.
- Developed strategy and executed successful audit plans for OIG and HHSC.
- Hired 200 people in 4 months after major corporate restructuring plan that consolidated member/provider support in Texas after a 50% site closure company wide.
- Relating to Adherence, Call Proficiency, AHT, and Attendance.
- Increased participation in monthly Incentive and Recognition
FEP Supervisor • Member Services
Alliance RX Walgreens Prime
01.2018 - 01.2017
- Meet and exceed Key Performance Indicators (KPI)
- Creates action plans, conduct business forecasting and analysis for business planning sessions.
- Ensures compliance with all corporate policies, applicable employment laws.
- Set up pharmacy benefits and maintained plans for existing and new clients
- Run trial claims for plans in the process of completion.
- Assisted with rejected claims, pharmacy contracting.
- Assist customers with co pay assistance (high dollar medications)
- Communicates regularly with managers and team members through one-on-one discussions, group meetings and in writing to keep them apprised, solicit input, answer questions and ensuring communication is open.
- Resolve escalated issues and phone calls with Dr.’s Office, local Walgreens, and patients
- Monitor workflow within assigned group.
- Assist Sales Force and Reimbursement Managers with questions and concerns regarding their accounts.
- Coordinate work schedules for customer service representatives.
- Provide analytical support to identify key variances and the causes & report to Workforce Management
- Analyze, review, forecast, and trend complex data for several areas of business & report to Workforce Management
- Track pre-determined metrics and key performance indicators & report to Workforce Management
- Responsible for resolving customer service commercial and government insurance verification issues.
- Generate and review performance evaluations.
- Ability to assist customers by phone utilizing Cisco
- Supervise 30 Patient Care Specialist and 2 Team Leads
Billing Supervisor • Tele Health
Del Cielo Home Health
01.2017 - 01.2016
- Assist patients with Home Health Tele-monitoring billing questions
- Submit prior authorizations to Texas Medicaid
- Submit billing for local medical doctors’ offices
- Coordinate installation of Tele-monitoring device with patient and Doctor’s Office
- Meet and exceed key performance indicators (KPI)
- Resolve escalated issues and phone calls with Dr.’s Office
Supervisor • Member Services
Cardinal Health
01.2016 - 01.2012
- Monitor workflow within assigned group.
- Meet and exceed Key Performance Indicators (KPI)
- Resolve Medical Doctor Office (MDO), Patient’s and Clients questions and
- Concerns regarding benefit-prescription
- Resolve escalated issues and phone calls with Dr.’s Office
- Assist Sales Force and Reimbursement Managers with questions and concerns regarding their accounts.
Education
Bachelor of Science - Management
University of Phoenix
12.2024
Skills
- Microsoft Office
- Cisco Supervisor (SQL)
- Avaya/CMS Monitoring
- IEX
- Customer Service Expert
- Call Center Operations
- Nice Engage
- Verint
- Sales Force
- Genesys
- Risk & Issue Resolution
- Billing
- Clients
- Forecasting
- Government
- Insurance
- Leadership
- Policies
- Problem-solving
- Process development
- Workflow
- Staff Management
- Strategic Planning
- Verbal and written communication
- Operations management
- Interpersonal Communication
- Decision-making
- Strategic planning
- Relationship building
- People management
- Project management
- Team management
- Creativity and innovation
- Strategies and goals
- Project coordination
- Employee development
- Staff management
- Organizational development
- Goal setting
- Budget control
- Change management
- Staff development
- Issues resolution
- Contract and vendor management
- Negotiation
- Financial reporting
- Hiring and retention
- Time management
- Multitasking and organization
- Team collaboration
- Stakeholder engagement
- Leadership development
- Client relations
- Coaching and mentoring
- Analytical thinking
- Performance evaluations
- Customer service
- Team leadership
- Teamwork and collaboration
Accomplishments
- Multicultural/Diversity Leadership Certification (Traub Training)
- Above and Beyond (Patient Assistant /Customer Service Awards)
- 2016 National Spokes Person for Ariad Pharmaceuticals
- NAM-Navy Marine Corps Achievement Medal – 2000
- 2023 Molina Excellence Award
- 2023 Professional Women Excellence Award
- 2023 Sigma Beta Delta
Affiliations
- Alpha Sigma Lambda Honor Society
- Sigma Beta Delta
- Toys for Tots (United States Marine Corps)
- Cumberland Presbyterian Children’s Home
- Worldwide Women’s Association
Timeline
Director • Member & Provider Contact Center, Outbound
Molina Health Care
01.2019 - Current
Manager • Member & Provider Contact Center, Inbound
Molina Health Care
01.2018 - 01.2019
FEP Supervisor • Member Services
Alliance RX Walgreens Prime
01.2018 - 01.2017
Billing Supervisor • Tele Health
Del Cielo Home Health
01.2017 - 01.2016
Supervisor • Member Services
Cardinal Health
01.2016 - 01.2012
Bachelor of Science - Management
University of Phoenix
Molina Excellence Award
Member Excellence: improved the member experience and satisfaction, increased access to care.
Community Excellence: enhanced the communities we serve, committed to social responsibility.
Operational Excellence: optimized operational processes, improved workflows.
Clinical Excellence: improved services and member care outcomes.
Financial Excellence: identified cost savings, created solutions to support financial success.