Geanece Turner

•Create strategic improvement plans, and develop/prepare individualized action plans

•Prepare and provide weekly, monthly, and annual coaching performance reports

•Establish and track quality department goals and objectives

•Determine quality department standards, practices and procedures

•Implement new quality assurance and customer service standards

•Was responsible for ensuring that regulator complaints are created and assigned promptly, and that member complaints are acknowledged and assigned within the guidelines set by state guidelines

•Managed a team of 20 employees by overseeing hiring, training, and professional growth

•Produced and file reports to inform senior management about ongoing investigations regarding complex cases

•Developed a weekly production status reports for both the intake team and liaison team

•Worked on the Risk Adjustment project that helps redistributes money between health insurance companies based on the risk profile of their populations

•Implemented cost-saving initiatives that saved the company $50,000 within 4 months

•Developed various policies and procedures to maintain compliance and adhere to state and federal guidelines

•Handled 100 plus calls per day to address customer inquires and concerns

•Communicated with geo-specific members via inbound/outbound phone and/or secure messaging

•Served as a member liaison, advocating for the member experience and resolving operational issues

•Coordinated member care between multiple settings (e.g. outpatient, emergency, and home care)

•Consistent quality improvement score of over 90%

•Provided leadership, precepts, training, and offered on-going guidance as needed for the admitting/registration team

•Conducted registration, point of service collections and obtains authorizations and, forms needed to maximize reimbursement

•Performed employee and team evaluations to identify opportunities for growth

•Consistently met changing monthly individual productivity goals as determined by management