Daylon Hawkins
Houston
Summary
Energetic professional experienced in delivering program initiatives, including managing projects, and building working relationships. Successful at working independently or within group environment to boost quality and timeliness of deliverable products. Dependable and industrious with superior work ethic and dedication to quality.
Overview
3
3
years of professional experience
Work History
Account Supervisor
Wellcare
Houston
08.2023 - Current
- Oversee day-to-day operations of assigned Medicare/Medicaid accounts, ensuring compliance with WellCare policies and CMS regulations.
- Manage a team of account representatives, providing coaching, training, and performance feedback.
- Serve as the primary point of contact for client inquiries, escalations, and issue resolution.
- Monitor service quality, call handling, and case management to meet or exceed performance metrics.
- Analyze account data to identify trends, address concerns, and improve processes.
- Coordinate with internal departments (claims, provider relations, member services) to resolve issues efficiently.
- Prepare and deliver regular reports on account performance to leadership.
- Ensure accurate documentation and record-keeping in accordance with HIPAA guidelines.
- Develop and implement strategies to enhance member satisfaction and retention.
- Stay updated on healthcare industry changes, particularly Medicare/Medicaid regulations.
Operations Manager
Optum Specialty Pharmacy/UHG
Houston
12.2022 - 05.2023
- Oversee daily operations across pharmacy departments to ensure efficient workflow, compliance, and high-quality service delivery.
- Manage scheduling, staffing, and training of pharmacy team members, promoting productivity and adherence to company standards.
- Monitor inventory levels, coordinate with suppliers, and oversee ordering to maintain stock availability while minimizing waste.
- Ensure compliance with federal, state, and company regulations, including HIPAA, OSHA, and pharmacy licensing requirements.
- Develop and implement operational policies and procedures to improve efficiency and service quality.
- Track key performance indicators (KPIs) such as prescription volume, turnaround time, and customer satisfaction.
- Collaborate with pharmacists, technicians, and corporate leadership to address operational challenges and implement solutions.
Education
Bachelor's degree - Healthcare Administration
Lamar University
Beaumont, TXHigh School -
Sterling High School
Houston, TXSkills
- Microsoft Teams
- Healthcare Operations Management
- Medicare & Medicaid Compliance
- Pharmacy Workflow Optimization
- Team Leadership & Training
- Regulatory Compliance (HIPAA, CMS, OSHA)
- Customer Service & Client Relations
- Data Analysis & Performance Reporting
- Inventory & Supply Chain Management
- Conflict Resolution & Issue Escalation
- Process Improvement Strategies
- Staff Scheduling & Workforce Management
- Budgeting & Expense Control
- Quality Assurance & Auditing
- Cross-Functional Collaboration
- Patient Care Support & Advocacy
Personal Information
Authorized To Work: US
Timeline
Account Supervisor
Wellcare
08.2023 - Current
Operations Manager
Optum Specialty Pharmacy/UHG
12.2022 - 05.2023
Bachelor's degree - Healthcare Administration
Lamar University
High School -
Sterling High School
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