Delina Kinder
Operation Supervisor
Atlanta,GA
Summary
Seasoned Operations Supervisor with more than 10 years of diverse experience, including direct supervision, staff development, and performance optimization. Expert in driving KPIs and SLAs, with a proven track record in training and process improvement. Seeking to leverage leadership skills as an Operations Supervisor.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
Fortrea- Formerly LabCorp
06.2022 - Current
- Supervise and guide team members to ensure adherence to program objectives and deliverables, fostering a culture of recognition and continuous improvement
- Facilitate the onboarding and mentoring of new staff, ensuring seamless integration and effectiveness within the team
- Conduct assessments to identify proficiency gaps among staff, and develop targeted plans to remediate performance issues
- Analyze data related to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), providing actionable insights and recommendations to optimize service delivery
Program Associate
LabCorp- Formerly Covance
04.2020 - 06.2022
- Led staff training sessions, enhancing knowledge of service offerings, standard operating procedures, and software systems to ensure operational efficiency and program adherence
- Monitored program trends and escalated key issues, contributing to the development of solutions to enhance program execution and customer satisfaction
- Served as a subject matter expert and liaison, coordinating product requests with distributors and manufacturers, and overseeing accuracy in data tracking and entry for seamless program operation
Program Specialist
Covance
10.2017 - 04.2020
- Managed inbound communication, documenting interactions and escalating issues in accordance with established protocols, ensuring timely and effective resolution
- Conducted thorough insurance verifications to assess coverage eligibility for prescribed therapies, facilitating prior authorizations and exploring alternative funding solutions
- Processed complex patient applications, determined eligibility based on program criteria, and provided diligent follow-up with patients and healthcare providers to address inquiries
Customer Services Representative
United Healthcare
03.2013 - 09.2017
- Company Overview: San Diego, California
- Responded to and resolve on the first call, customer service inquiries and issues by identifying the topics, and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Helped guide and educated customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, which maximized the value of their health plan benefits and chose a quality care provider
- Interpreted explanation of benefits received to implemented changes to future invoices to facilitate prompt payment and reduce possible denials
- Worked assigned AR (open invoices) using computers and a variety of automated systems to guarantee timely collections
- Recorded in patients charts actions taken, documentation sent and other pertinent notes to the reconsideration process to decrease AR and increase cash collections
- Analyzed explanation of benefits received, denial trends and conferred with customers to determine reasons for denials to facilitate effective collections
- Recorded collections progress of assigned invoices on spreadsheets and within billing system as assigned by manager
- Verified accuracy of billing charges and rejected any invoices using knowledge of medical fee schedules
- Stated specific requirements, payer instructions and compliance requirements
- Answered client account inquiries for billing and collections related questions
- Obtained additional documentation to attach to invoices to facilitate payment and reduce rejections
- Met the performance goals established for the position in the areas of: efficacy, called quality, customer satisfaction, first call resolution and attendance
- Quickly built rapport and responded to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)
- San Diego, California
Education
High School Diploma -
Samuel F.B. Morse High School
San Diego, California06.2000
Skills
- Leadership
- Communication
- Problem Solving
- Time Management
- Dedication
- Persistence
- Empathy & Compassion
- Training
Timeline
Operations Supervisor
Fortrea- Formerly LabCorp
06.2022 - Current
Program Associate
LabCorp- Formerly Covance
04.2020 - 06.2022
Program Specialist
Covance
10.2017 - 04.2020
Customer Services Representative
United Healthcare
03.2013 - 09.2017
High School Diploma -
Samuel F.B. Morse High School
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