Erica Jenkins
Maricopa,AZ
Summary
Highly motivated and goal-oriented Operations Supervisor. Looking to progress into a Client Relationship role. Consistent achievements as top performer, with the ability to initiate, build and maintain strong and lasting relationships. Strategic planning and quality service combined with team experience and leadership to drive a team to achieve and exceed goals. Currently pursing Six Sigma Certification.
Overview
9
9
years of professional experience
Work History
Operations Supervisor
McKesson
06.2021 - Current
- Coaches frontline staff to grow and develop their operational and leadership skills, subject-matter expertise, and business acumen in support of individual and team development
- Manage high priority projects
- Manage ongoing Escalation and Ticket logs
- Manages service level agreements and program compliance to ensure service levels are met
- Collaborates with internal partners, QA, Client Management, Workforce Optimization, Business Process Analysts, Training, and outside vendors to optimize individual and program performance (KPIs/SLAs), increase efficiency, and maintain customer satisfaction
- Understand and manage expense and revenue opportunities relative to resources, payroll, overtime, productivity and informing the workforce model
- Work with Account Managers, to ensure long-lasting relationships with clients.
Operations Support Lead/ Seasonal Operations Supervisor (Accumulator Program)
McKesson
03.2020 - 06.2021
- Manages service level agreements and program compliance to ensure service levels are met
- Manage copay benefits covered under medical and pharmacy coverage
- Writes and develops all program documentation such as Work Instructions, Map approved Call Guide and Job Aids
- Identify client needs, and assist with providing suggestions to enhance client experience
- Main contact for Account Managers to assist with program related issues/ escalations and provide resolutions and support
- Responsible for implementing, managing and the integration of high-level program projects
- Assist with pulling reports and completing ongoing projects
- Submit tickets and follow up on resolutions with IT
- Manage agents on team; build agents up for success.
LDP OSL
McKesson
03.2019 - 03.2020
Case Manager
McKesson
02.2018 - 03.2020
- Review documents and process payments for reimbursement (pharmacy and medical claims)
- Make outbound calls and receive inbound calls from patients; Offer alternate co-pay assistance (Dual Cards) and education
- Assist with side-by-side training of new employees
- Assist with escalated calls and OPS box escalations.
Insurance Specialist
McKesson
10.2016 - 02.2018
- Contact payers to verify patient eligibility and product specific coverage information
- Assist with Prior Authorizations process
- Subject Matter expert on program
- Mentor to new hires
- Assign daily work to IS team to ensure SLAs are met
- Create Blizzard Instruction manual for processes.
Financial Counselor/Benefits Coordinator
Ironwood Cancer and Research Centers
03.2015 - 06.2016
- Calculate cost estimate prior to 1st treatment; notify patients of financial responsibility as soon as possible
- Explore patient assistance programs/copay cards that patient may qualify for
- Follow patient’s insurance fee schedule for current quarter to obtain correct estimate
- Work claims: Submit appeal with medical records to obtain payment for services rendered
- Verify benefits; Obtain prior authorization and referrals.
Education
Associates Degree of Psychology -
Inver Hills Community College
High School Diploma -
Central Senior High School
Skills
- Ability to multi-task
- Task Management
- Great organizational skills: Ability to prioritize
- Flexibility and Adaptability
- Excellent Communication Skills
- Effective Time Management
- Critical Thinking and Problem Solving
Timeline
Operations Supervisor
McKesson
06.2021 - Current
Operations Support Lead/ Seasonal Operations Supervisor (Accumulator Program)
McKesson
03.2020 - 06.2021
LDP OSL
McKesson
03.2019 - 03.2020
Case Manager
McKesson
02.2018 - 03.2020
Insurance Specialist
McKesson
10.2016 - 02.2018
Financial Counselor/Benefits Coordinator
Ironwood Cancer and Research Centers
03.2015 - 06.2016
Associates Degree of Psychology -
Inver Hills Community College
High School Diploma -
Central Senior High School
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