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
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
OptumEden 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.
OptumEden 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.
OptumEden 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.
OptumEden 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 ClinicRochester, 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 UniversityWinona, MN
Master of Arts from Counseling And Psychological Services
09.2008 - 02.2012
University Overview
- Dean's List
University of Minnesota - DuluthDuluth, MN
Bachelor of Arts from Criminology/Sociology
09.1994 - 06.1998
University Overview
- Dean's List
Skills
Professional Rapport
Onboarding and Training
Business Administration
Project Management
Effective Communication
Public Speaking
Relationship Building and Management
Business Planning
Business Development
Staff Management
Operations Management
Strategic Planning
Executive Presentations and Communication
Tableau
Microsoft Office Proficiency
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
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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