Overview
Work History
Timeline
Generic

Colleen Pitt

Bloomingburg,New York

Overview

28
28
years of professional experience

Work History

Implementation Coordinator Lead

Elevance Health
Middletown
09.2022 - 02.2026
  • Lead end-to-end 100% on time client implementations with accurate key milestones achieved.
  • Serve as a project manager lead for national account management, sales, support teams and clients.
  • Manage project plans through Salesforce ensuring over 99% SLA's met.
  • Define benefits, eligibility, product and program configurations.
  • Ensure completion of critical deliverables for a seamless 'go live'.
  • Accountable for project progress for stakeholders and leadership.
  • Develop and implement process improvements for growth opportunity.
  • Serve as an AI committee member to support AI platform evolution.

Client Insights- Network Analyst

Elevance Health
Middletown
05.2018 - 09.2022
  • Secured 99% new sales proposals through provider network data analysis.
  • Analyzed medical provider disruptions and geo-access for sales RFP's.
  • Served as provider networks and access to care subject matter expert.
  • Partnership and collaboration with the Blue Cross Blue Shield Assoc.
  • Proficient in Quest Analytics and RIM software for quality reporting.

Sr. National Network Management

Elevance Health
Middletown
04.2008 - 05.2018
  • Acted as a primary point of contact for national account management, provider engagement and contracting teams and BCBS Plans.
  • Served as a subject matter expert for assigned BCBS Plan territories regarding provider networks.
  • Resolved complex provider network and contracting issues with accuracy.
  • Issued national network alerts for provider network terminations, additions and closures for downstream communication to national account clients.
  • Conducted strategic network comparisons and disruption analysis.

Account Representative - Verizon Account

Elevance Health
Middletown
08.2004 - 04.2008
  • Managed multi-level client relationships for national accounts.
  • Served as a human resource single point of contact for employee/member escalations.
  • Researched and resolved benefits, claims and enrollment issues.
  • Created and delivered training materials for customer care advocates.
  • Analyzed member inquiry trends to inform account management strategy.
  • Researched member inquiry trends for quarterly client presentations.

Customer Service Team Lead - Verizon Account

Elevance Health
Middletown
04.2000 - 08.2004
  • Supervised call center team; hired, trained, coached and performance evaluated staff.
  • Monitored performance metrics (KPI's), conducting inquiry audits ensuring policy compliance.
  • Established departmental policies and procedures to ensure first call resolution.
  • Collaborated with cross-functional teams to improve the overall customer experience.
  • Analyzed quality and speed metrics to balance team efficiency and increase customer satisfaction scores.

Customer Service Sr. - Merrill Lynch Account

Elevance Health
Middletown
01.1999 - 04.2000
  • Assisted supervisor within the largest national account call center.
  • Managed escalations and conducted call coaching for best in class service quality and accuracy.
  • Achieved highest client satisfaction rates through client communication.
  • Ensured 99% customer satisfaction rate through CSR training and maintenance of unit reference materials.

Customer Service - Merrill Lynch Account

Elevance Health
Middletown
01.1998 - 01.1999
  • Delivered comprehensive customer service for members and providers.
  • Resolved benefits, claims and membership issues through detailed case research.
  • Advocated for customers through full-case resolution processes.

Timeline

Implementation Coordinator Lead

Elevance Health
09.2022 - 02.2026

Client Insights- Network Analyst

Elevance Health
05.2018 - 09.2022

Sr. National Network Management

Elevance Health
04.2008 - 05.2018

Account Representative - Verizon Account

Elevance Health
08.2004 - 04.2008

Customer Service Team Lead - Verizon Account

Elevance Health
04.2000 - 08.2004

Customer Service Sr. - Merrill Lynch Account

Elevance Health
01.1999 - 04.2000

Customer Service - Merrill Lynch Account

Elevance Health
01.1998 - 01.1999
Colleen Pitt