David Payne
Rockledge,FL
Summary
Visionary and results-driven leader with over 10 years of leadership and management experience in the Healthcare, Mortgage, and Finance industries. Recognized consistently for establishing internal and external cross collaborative partnerships that drive sustained operational and revenue success. Adept in creating engaged and dynamic cultures within fast paced environments. Skilled in identifying solutions though thorough root cause analysis, optimizing employee development, and managing communications across multi-disciplinary stakeholders and teams.
Overview
15
15
years of professional experience
Work History
Concierge Operations Senior Manager
Oscar Health Insurance
Tempe, AZ
08.2022 - Current
- Oversee the daily operations and concurrent performance of three distinct lines of business (Inbound Member Engagement, Strategic Outreach, and Risk Adjustment) for Medicare Advantage (MA) and Individual Family Plans (IFP) members.
- Streamline workflow processes, fostering a collaborative and results-driven work environment that aligns with organizational and stakeholder KPIs for 2.5M+ inbound member interactions.
- Manage a top-performing team of 145+ professionals, with a combined annual salary exceeding $6.5M across various strategic initiatives, telephonic, and digital platforms; including the onboarding, training, and performance of Business Processing Outsourcing (BPO) assets.
- Proactively managed capacity forecasting to align FTE staffing with operational needs, ensuring optimal resource utilization.
- Spearheaded a second consecutive year of success for the Risk Adjustment Virtual Health Assessment (VHA) campaign by increasing both scheduled (+4.31%) and completed (12.11%) appointments YOY.
- Engages consistently with executive and stakeholder leadership to articulate performance assessments, strategic enhancements, and recommendations for high priority issues spanning across various departments.
Concierge Operations Manager
OSCAR HEALTH INSURANCE
11.2021 - 08.2022
- Recruited to Oscar Health from Health First Health Plans (HFHP) to spearhead the implementation of Strategic Outbound Operations.
- Managed Health First Health Plans (HFHP) Medicare book of business, overseeing MA Outreach operations and managing Health First Medical Group (HFMG) affiliated Provider Enrollment programs.
- Integrated and installed the Strategic Outreach division within Oscar Health; coordinated 380K+ outreach attempts to HFHP and Oscar Health members across 115 unique campaigns.
- Directed Strategic Outbound operations, ensuring alignment with stakeholder KPIs (calls per hour, contact rate, and provider engagement).
- Enhanced VHA member contact rate by 15%, identifying and resolving root cause issues within the IVR workflow and logic.
- Led the Strategic Outreach to team to exceed year-end goals for appointments scheduled (106% of goal) and completed (102% of goal).
- Exceeded stakeholder goal by achieving a 111% enrollment rate for HFHP's Integrated Care Program.
Manager of Strategic Outreach
HEALTH FIRST HEALTH PLANS
Rockledge, FL
01.2019 - 11.2021
- Directed the strategic planning and execution of Medicare, Individual, and Commercial member outreach efforts.
- Proactively led departmental production, training, onboarding/development, recruitment, and $988K annual budgetary actions
- Partnered with over a dozen HFHP and HFMG departments to create, integrate, and execute 79+ unique outreach campaigns.
- Develop and implement distinct KPI metrics to meet specific Medicare, HEDIS, and CAHPS member experience measurements.
- Designed and distributed a weekly summary of campaign metrics and efficacy to executive leadership.
- Increased member outreach volume by 79% to an average of 68K annual outreach attempts 2019 – 2020.
- Directed a 15% increase in outbound volume (72,568) and 17% increase in member contacts (31,841) from 2019 - 2020 fiscal year.
- Achieved a new organizational milestone, exceeding the highest annual total of scheduled Comprehensive Health Assessment appointments, an 8.6% YOY improvement resulting in a revenue gain of $10M+.
Assistant Manager / Inbound Sales Division
SPACE COAST CREDIT UNION
Melbourne, FL
08.2013 - 01.2019
- Manage productivity of 30 Inbound call associates (10 remote agents); call volume of 226K annually.
- Consistently balanced production and member experience by meeting overall Service Level goals of 90%, Scheduled Adherence exceeding 80% and average ASA under 30 seconds.
- Investigate and provide summaries of escalated customer complaints directly to Executive Management.
- Implemented weekly Project Management meetings to review new processes and continuous improvement.
Manager, Outbound Sales Division
SPACE COAST CREDIT UNION
Melbourne, FL
01.2016 - 01.2018
- Oversaw development, training, and sales production for Auto Refinancing and Mortgage Outbound Sales.
- Established records for Outbound call volume (10K+) and Production ($50M autos / $20M mortgages).
- Increased Auto Refinance sales revenue 136% in 2017.
- Created and implemented detailed metric tracking for overall efficiency and impact measurement.
- Integrated technology by introducing associate-specific targeted online ad campaigns.
- Redesigned quality assurance scoring metrics for a less punitive and pro-educational coaching interaction.
- Re-introduced SCCU’s Sales Chat function and oversaw negotiations for SCCU’s first SMS / Text option.
Assistant Manager, Member Services Center
SPACE COAST CREDIT UNION
Melbourne, FL
01.2015 - 01.2016
- Hire, train, and deliver performance reviews to 75+ associates.
- Manage capacity forecasting to maximize availability and reduce hold times.
- Lead department to exceed Service Level (90%) and sales goals.
- Align quality assurance to highlight interaction and sales productivity rates.
- Refined the investment referral verification process, leading to an increase in kept investment percentage of over 60% during the last calendar year.
Private Mortgage Insurance Claims / Foreclosure Specialist
SPACE COAST CREDIT UNION
Melbourne, FL
01.2013 - 01.2015
- Designed and implemented workflows to resolve 80+ delinquent, un-filed, & denied PMI claims.
- Negotiated closing terms and counter offers for Short Sales and identified grounds for repurchase rebuttals.
- Applied root cause analysis to identify and address gaps in the previous claims reporting process, collecting $5.2M in total claim funds Aug 2013 – Mar 2015, averaging a return rate over 95% on filed claims.
Client Service Consultant 3 – High Impact Resolutions
WELLS FARGO
Fort Mill, SC
01.2011 - 01.2013
- Negotiated and resolved escalations from the executive board according to National Servicing Standards, Office of the Comptroller of the Currency standard performance, and CFPB operating guidelines.
- Project-lead on five performance workflow initiatives that increased our region’s RECOR (Real Estate Compliance and Operational Risk) response score, meeting both OCC and HAMP regulatory expectations.
- Conducted detailed financial analysis/review for customer disputes escalated to the executive offices of Wells Fargo, U.S. Congressional offices, and OCC.
- Negotiated modification terms and underwriting strategy (cash flow/credit analysis, income calculation, hardship documentation, compliance, etc.) for FHA, FNMA, FHLMC, VA, ASC, GSE and non-GSE entities, including HAMP programs.
Loan Loss Mitigation Specialist
GENERAL MOTORS ACCEPTANCE CORP (GMAC)
Charlotte, NC
01.2009 - 01.2010
- Support for all aspects of consumer contracts; receivables, refinancing, and resolution of customer related escalations.
- Exceeded departmental KPIs; concluding 10-15 customer accounts per hour with call quality assurance 90%-100%.
Education
Bachelor of Arts -
University of Florida
Skills
Service Driven Leadership and Strategic Execution: Capacity Planning, Scheduling, Integration, Forecasting, Project Management, Education and Leadership Development, Training and Facilitation, Curriculum Development, Relationship Management, Program Performance, Risk and Mitigation Management
Timeline
Concierge Operations Senior Manager
Oscar Health Insurance
08.2022 - Current
Concierge Operations Manager
OSCAR HEALTH INSURANCE
11.2021 - 08.2022
Manager of Strategic Outreach
HEALTH FIRST HEALTH PLANS
01.2019 - 11.2021
Manager, Outbound Sales Division
SPACE COAST CREDIT UNION
01.2016 - 01.2018
Assistant Manager, Member Services Center
SPACE COAST CREDIT UNION
01.2015 - 01.2016
Assistant Manager / Inbound Sales Division
SPACE COAST CREDIT UNION
08.2013 - 01.2019
Private Mortgage Insurance Claims / Foreclosure Specialist
SPACE COAST CREDIT UNION
01.2013 - 01.2015
Client Service Consultant 3 – High Impact Resolutions
WELLS FARGO
01.2011 - 01.2013
Loan Loss Mitigation Specialist
GENERAL MOTORS ACCEPTANCE CORP (GMAC)
01.2009 - 01.2010
Bachelor of Arts -
University of Florida