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