DENNIS J. FEEHAN

• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed
• Manage the resolution of client issues and ensure appropriate follow up is done to manage client relationship
• Drive program performances, provide ongoing coaching, feedback to reinforce and address performance concerns
• Exceed performance targets on quality analyst audits
• Provide support for the implementation of process improvements
• Ensure patient confidentiality while processing sensitive healthcare information
• Assess team member for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline
• Currently managing over 10 programs with 25+ associates working them
• Conduct regular 1:1 feedback discussions with associates in addition to bi-annual performance reviews

• Provided team members support and guidance needed to achieve program metrics and team goals
• Coordinated and monitored daily work assignments as needed and balancing caseload management
• Worked with team management to drive productivity and support performance monitoring
• Identified and leveraging best demonstrated practices to consistently meet productivity and programs SLA’s
• Over 20 direct associates reports

• Processed on average over 1,000 patient and physician requests to expedite urgent shipments of medication to patients per week
• Prioritized daily incoming program correspondence and fax transmissions, scanned the documents into a document imaging system, and assigned the electronic images to patient cases and program counselors, allowing for more streamlined documentation for counselors
• Ranked in the top 15 in production every month across the entire team of 50

• Logged information into appropriate database for over 40 programs and triaged all program specific mail to the appropriate reimbursement counselor and/or team leader
• Distributed daily reports that communicated information with appropriate distribution vendors, reimbursement counselors and team leaders.

• Processed patient and physician requests to expedite urgent shipments of medication to patients
• Prioritized daily incoming program correspondence and fax transmissions, scanned the documents into a document imaging system, and assigned the electronic images to patient cases and program counselors, allowing for more streamlined documentation for counselors.

Mentored new participants and helped them with the process of fundraising and auction packages. While doing my own fundraising for the program.

One of four co-chairs that assists in leading the event committee and participants through the program to event night. Each year our team raises over $275K towards research and care for CF patients.

Mentored new participants and helped them with the process of fundraising and auction packages. While doing my own fundraising for the program.

Set up with a mentor and professional fundraising coach to help achieve fund raising goal and live auction package. Also given tools and training to meet goals of the program and come away with a knowledge of philanthropic involvement.