Darci Welch
Sherman,IL
Summary
Accomplished healthcare management professional with 20+ years of progressive experience at Blue Cross Blue Shield of Illinois, advancing from frontline support to strategic leadership. Skilled in provider relations, staff development, and cross-functional collaboration, with a proven ability to strengthen partnerships with Key Provider Partners (KPPs) and improve provider performance outcomes. Adept at leading teams, implementing process improvements, and leveraging data-driven insights to enhance efficiency, compliance, and provider satisfaction. Recognized for building strong provider and internal relationships, developing educational strategies, and delivering results in fast-paced, highly regulated environments.
Overview
33
33
years of professional experience
Work History
Manager Provider Performance
BlueCross BlueShield of Illinois
07.2022 - Current
- Act as primary liaison between BCBS and Key Provider Partners (KPPs), strengthening relationships and driving provider performance improvements.
- Lead provider education strategy through touchpoints, webinars, and website reviews, ensuring providers stay informed on policies, claims, and compliance requirements.
- Facilitate cross-departmental collaboration to resolve escalations, streamline communication, and improve provider satisfaction.
- Provide leadership, coaching, and support to staff to align performance with departmental and organizational goals.
- Use data-driven dashboards and performance reporting to monitor trends, identify gaps, and recommend corrective actions.
- Facilitate cross functional coordination with Provider Networks, PASS and other internal business partners to resolve escalations and streamline provider support.
Unit Manager
BlueCross BlueShield of Illinois
09.2019 - 07.2022
- Directed Illinois Provider Performance Operations unit, supervising staff and delivering performance coaching.
- Developed and maintained analytical dashboards and monthly reports to track staff trends and outcomes.
- Organized and facilitated provider educational webinars and departmental leadership meetings.
- Served as escalation lead for provider issues, collaborating with internal teams to ensure resolution.
- Authored and updated SOPs, improving process consistency and compliance.
Supervisor (Phones & Inquiry)
BlueCross BlueShield of Illinois
07.2013 - 09.2019
- Supervised frontline staff, providing coaching, disciplinary oversight, and development support.
- Project lead for claims redirect implementation, Medicare Advantage – TMG initiatives, and BlueSource consolidation.
- Represented department in weekly leadership calls, aligning operational priorities with leadership direction.
- Implemented reduction strategies and efficiency initiatives to improve departmental productivity.
Developmental Specialist
BlueCross BlueShield of Illinois
07.2008 - 07.2013
- Served as single point of contact for provider services communications and escalations.
- Designed and delivered training for new hires on eligibility, benefits, and claims processes.
- Conducted employee assessments to drive quality and productivity improvements.
- Represented department on cross-functional workgroups, providing subject-matter expertise.
- Managed BlueSource content updates to ensure provider-facing accuracy.
Customer Advocate Technician
BlueCross BlueShield of Illinois
09.2005 - 07.2008
- Delivered one-on-one coaching, on-site technical support, and training for provider service advocates.
- Participated in Assist Line pilot program, supporting Illinois, Labor, and BlueCard units.
- Conducted quality audits and reporting to monitor service accuracy and compliance.
Customer Advocate
BlueCross BlueShield of Illinois
08.2001 - 09.2005
- Assisted providers via telephone hotline with claims, benefits, and eligibility inquiries.
- Built foundational provider services expertise and advanced to technical and leadership roles.
District Manager
Hobson Global Marketing
08.1999 - 08.2001
- Managed operations for 4 kiosks in the St. Louis area, including hiring, scheduling, training, and bookkeeping.
- Recruited, trained and supervised employees to ensure operational excellence.
Teller /Customer Service Representative
First National Bank
05.1996 - 08.1999
- Vault Teller and Safe Deposit Box Lead, balancing accounts and assisting customers with account services.
Manager/Cashier Team Lead
IGA
05.1992 - 08.1996
- Managed employees, delivered customer service, and oversaw daily retail operations.
Education
No Degree - Elementary Education
Lincoln Land Community College
Springfield, ILHigh School Diploma -
Rochester High School
Rochester, IL05-1995
Skills
- Efficient
- Communicative
- Team Leadership
- Customer Service
Timeline
Manager Provider Performance
BlueCross BlueShield of Illinois
07.2022 - Current
Unit Manager
BlueCross BlueShield of Illinois
09.2019 - 07.2022
Supervisor (Phones & Inquiry)
BlueCross BlueShield of Illinois
07.2013 - 09.2019
Developmental Specialist
BlueCross BlueShield of Illinois
07.2008 - 07.2013
Customer Advocate Technician
BlueCross BlueShield of Illinois
09.2005 - 07.2008
Customer Advocate
BlueCross BlueShield of Illinois
08.2001 - 09.2005
District Manager
Hobson Global Marketing
08.1999 - 08.2001
Teller /Customer Service Representative
First National Bank
05.1996 - 08.1999
Manager/Cashier Team Lead
IGA
05.1992 - 08.1996
No Degree - Elementary Education
Lincoln Land Community College
High School Diploma -
Rochester High School
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