Dallas Few
Pickerington
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
9
9
years of professional experience
Work History
Pod Manager
Quantum Health
10.2021 - Current
- Managed a team of 30+ employees, made up of clinical and non-clinical staff, in the operations department to meet key performance metrics and provide an exceptional member experience.
- Responsible for the overall performance and results of clinical and customer service employees within the pod
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Exemplified company's culture to promote an exceptional and empathetic work environment.
- Built and maintained meaningful relationships with clients, coworkers and vendors.
- Identified system needs and designed processes to support business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Drive positive results in defined metrics to deliver employer group and member experience performance goals
- Responsible for maintaining positive Member and Provider Net Promoter Scores (NPS)
Assistant Pod Manager
Quantum Health
06.2020 - 10.2021
- Resolved problems promptly to elevate customer approval.
- Motivated, trained and coached employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Approved regular payroll submissions for employees.
- Partnered with Pod Manager to ensure effective client implementation and keeping the Client Executive aware of issues/trends
- Used data and behaviors to complete monthly one-on-one feedback templates and supports Pod Manager with delivering feedback
- Communicate information with respect to client expectations, business results/metrics, member satisfaction and pod culture
Team Lead
Quantum Health
10.2019 - 06.2020
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
Claims Specialist
Quantum Health
04.2019 - 10.2019
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
Patient Service Representative
Quantum Health
10.2018 - 04.2019
- Reviewed and corrected claim errors to facilitate smooth processing.
- Explained plans for treatment and payment options.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Lead Toddler Teacher
The Goddard School
01.2015 - 10.2018
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Fostered reasoning and problem solving through active exploration games and activities.
Education
High School Diploma -
Johnstown High School
Johnstown, OH05.2014
Skills
- Managing Employee Relations
- Staff Hiring and Evaluations
- Task Prioritization
- Status Updates
- Cultural Sensitivity
- Client Interfacing
- Call Center Operations
- Time Management
- Critical Thinking
- Conflict Resolution
- Positive Reinforcement Strategies
- Promotion Development
Timeline
Pod Manager
Quantum Health
10.2021 - Current
Assistant Pod Manager
Quantum Health
06.2020 - 10.2021
Team Lead
Quantum Health
10.2019 - 06.2020
Claims Specialist
Quantum Health
04.2019 - 10.2019
Patient Service Representative
Quantum Health
10.2018 - 04.2019
Lead Toddler Teacher
The Goddard School
01.2015 - 10.2018
High School Diploma -
Johnstown High School