Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
Hi, I’m

Elisa Underhill

Manager
Bloomington,Minnesota
Tell me and I forget. Teach me and I remember. Involve me and I learn.
Benjamin Franklin
Elisa Underhill

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
years of professional experience
7
years of post-secondary education

Work History

Optum
Eden Prairie, MN

Business Operations Manager
01.2022 - 10.2022

Job overview

  • Manage relationships with 10 National clients; responsible for six supervisors and 125+ advisors from onboarding to training to audits to day-to-day operations.
  • Co-created training documents and job aids to overhaul existing onboarding processes, eliminating the need for one off trainings for newly hired individuals.
  • Created a team of advisors to manage escalated cases, resulting in Turn Around Times of under 5 days and reduced days since last touch to 2 from 8+.
  • Responsible for pulling reports and using data for recommendations for strategic plans and review; preparing and completing action plans; productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends.
  • Serve as primary point of contact for customer issues related to escalations, formal complaints including customer service-related compliments or complaints.
  • Work closely with the Director and VP implementing policies and procedures.
  • Project Management taking ideas and concepts from pilot to implementation/delivery.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Optum
Eden Prairie, MN

Team/People Manager
09.2018 - 01.2022

Job overview

  • Manage a team of 17-28 Optum HealthCare Advisors through team meetings, 1:1 meetings, day to day performance management and feedback, and schedule adherence to deliver concierge member service and experience.
  • Using insights to Initiate the creation and development of projects and initiatives to improve outcomes and facilitate training; manage projects and other assigned goals to completion with other areas of business on system and procedural issues and fixes.
  • Focus on satisfaction and NPS scores to drive strategy and client satisfaction.
  • Present and meet metrics with clients and executive leadership.
  • Remediation and training as needed to meet business objectives and performance guarantees.
  • Averaged 95% satisfaction for the team and NPS of over 70 eliminating financial risks from audits, etc.
  • Partner and lead to ensure member concerns managed appropriately; ensure quality standards maintained, trust ensured; successes highlighted through NPS, goal setting, and timely feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Assisted in recruiting, hiring and training of team members.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained new employees on proper protocols and customer service standards.
  • Mitigated business risks by working closely with staff members and assessing performance.

Optum
Eden Prairie, MN

Non-Clinical Team Lead
10.2016 - 09.2018

Job overview

  • Fostered staff development and competency through supervision, coaching, trainings and team meetings.
  • Contributed to financial health of organization by managing delivery of billable services.
  • Produced therapeutic interventions and documentation to meet regulatory standards and contractual requirements.
  • Collaborated with other healthcare professionals to develop comprehensive care plans.
  • Maintained detailed records of patient health information in Salesforce.

Optum
Eden Prairie, MN

Wellness Coach/Subject Matter Expert
11.2010 - 10.2016

Job overview

  • Designed and prepared technical reports, studies, and related documentation.
  • Prepared proposal documentation and specifications based on user analytics.
  • Built, edited and tested customized computer system programs.
  • Developed and presented business cases, presentations and reports to senior management.
  • Monitored and tracked user progress to identify improvement opportunities.

Mayo Clinic
Rochester, MN

Lead Behavioral Counselor/Trained Tobacco Specialist
09.2007 - 11.2010

Job overview

  • Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
  • Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
  • Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
  • Provided referrals to connect clients with other community resources to support mental health and well-being.
  • Supervised busy caseload, managing clients, balancing workload and prioritizing client needs.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.

Education

Saint Mary's University
Winona, MN

Master of Arts from Counseling And Psychological Services
09.2008 - 02.2012

University Overview

  • Dean's List

University of Minnesota - Duluth
Duluth, MN

Bachelor of Arts from Criminology/Sociology
09.1994 - 06.1998

University Overview

  • Dean's List

Skills

Professional Rapport

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Accomplishments

  • Alleviated customer issues immediately through careful research, case triaging and active listening, enabling problems to be remedied before escalation.
  • Used Microsoft Excel to develop tracking spreadsheets.
  • Explained the features of wellness and advocacy to clients, which enabled them to utilize all key functionality and best understand the product's value.
  • Documented and resolved member issues which led to a new team and increased member satisfaction and NPS scores.
Availability
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Timeline

Business Operations Manager

Optum
01.2022 - 10.2022

Team/People Manager

Optum
09.2018 - 01.2022

Non-Clinical Team Lead

Optum
10.2016 - 09.2018

Wellness Coach/Subject Matter Expert

Optum
11.2010 - 10.2016

Saint Mary's University

Master of Arts from Counseling And Psychological Services
09.2008 - 02.2012

Lead Behavioral Counselor/Trained Tobacco Specialist

Mayo Clinic
09.2007 - 11.2010

University of Minnesota - Duluth

Bachelor of Arts from Criminology/Sociology
09.1994 - 06.1998
Elisa UnderhillManager