Gia M. Jernigan
Clarksville,Tennessee
Summary
Accomplished goal-driven Operations Leader with 20+ years’ healthcare operations. Verifiable success leading large and small teams, developing team member skillsets, creating strategic plans, and building partnerships with organization leaders that effectively align and support key business initiatives. Strong in the creation of strategies, growth, processes and methods for exceeding business unit and company goals. Improved customer satisfaction, executed effective, efficient issue management plans, employee development and performance management, client program delivery and productivity for call center. Possess a valuable combination of senior management, expert knowledge, and hands-on experience in every aspect of contact centers.
Results-driven leader adept at guiding high-performing teams and implementing strategic initiatives to drive business success. Known for fostering collaborative environment and achieving measurable milestones. Exhibits strong leadership and adaptability to changing business needs.
Overview
18
18
years of professional experience
Work History
Sr. Director, Strategic Relations
Elixir
01.2020 - Current
- Leading teams focused on customer care compliance, training, process improvement, communications, document review and approval, quality assurance, RFP/proposal process, client relations, vendor management, and all strategic relationships across Elixir
- Leading strategy and growth for both peak periods and the overall business
- Guiding performance management and process improvement for Customer Care
- Improving the employee onboarding experience, training, and reducing attrition
- Implementing culture changing SOPs improving member and client experience
- Developed Supervisor Coaching and Development Training
- Implemented error tracking, determined root cause, revised training, and reduced override errors by 57% and improved client satisfaction and member experience
- Training content enhancement resulted in 57% reduction of auto forwards from 2022 - 2023
- Formerly EnvisionRxOptions
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
Sr. Director, Customer Care Operations
EnvisionRxOptions
01.2017 - 01.2020
- Lead and inspire Customer Care Call Center of approximately 150 staff members while driving strategic initiatives for the enterprise, impacting approximately 1500 agents across our network
- Executed process improvement and operational efficiency action plans, focusing on member experience, ensuring Medicare D Compliance, and building strong relationships
- Built Medicare D Operations resulting in error reduction of 41%, grievance by fifty-four total, and CTM reductions from .12 complaints for 1000 member to .11 with a member growth of 119K lives
- Improved audit and compliance processes highly focused on oversite and reporting, which resulted in no findings in any audit conducted in 2019
- Spearheaded annual review of all Medicare training, job aids, and reference materials to ensure accuracy and compliance
- Partnered with key stakeholders to improve and sustain call performance and member experience
- Created KPIs and defined metrics to improve frontline leader understanding and coaching, which resulted in a reduction of 15% in AHT and 50% in ACW, while increasing schedule adherence by 23% and quality assurance by 10%
- Implemented error tracking and reporting
- Analyzed performance data, identify opportunities, created and implemented improvement plans
- Influenced and improved high risk client relationships by partnering with account management and executing action plans
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
Area Customer Service Manager, Customer Service
Apria HealthCare
01.2013 - 01.2017
- Sccessfully implemented a virtual and dedicated team to service Apria Healthcare’s 3rd largest payer with both front end (Customer Service) and back end (Customer Qualification) responsibility
- Certified COPC Implementation Leader and selected for the COPC Board of Governors to oversee ur annual assessment of standardizing processes while improving customer satisfaction, increasing revenue, and reducing cost
- Lead the execution of strategic and operational plans to ensure flawless execution of both corporate goals and service level expectations driven by the payer
- Increased service level by 38% in hospital discharges with Customer Qualification
- Increased quality assurance scores by 14% in business critical, meeting the goal and sustaining the performance throughout the year
- Reduced authorization submission errors by 40% through education and coaching
- Partnered with Field and Managed Care Teams to increase the business from an average of 15k to over 18k orders monthly since the implementation of the dedicated team
Director, Customer Care
CVS Health
01.2007 - 01.2013
- Company Overview: Formerly CVS / Caremark Rx
- Responsible for 500 seat contact center in Nashville, TN and 100 seat contact center in Solon, OH
- Complex, compliance focused environment partnering with Medicare Operations and Senior Executives to deliver 5- Star performance
- This included monitoring, tracking, and analyzing key performance data, meeting client performance guarantees, managing a $60M budget, while being directly responsible for eight Operations Managers, one Senior Advisor, and one Business Analyst
- Responsible for client and internal audits
- Led enrollment team, specialty dedicated teams, CTM and Grievance team, escalations team, and offline task management as well as customer service
- Reduced CTM and Grievance complaints and helped to earn a 5 STAR performance rating in 2012 by conducting root cause analysis and performance trending of drivers that impact consumer and company performance
- Key team member of Medicare D program build & implementation; resulting in 2.1M member enrollments within the first-year equating to $38M in added revenue
- Reduced attrition from 68% to 29% annually by restructuring leadership and driving culture change
- Drove improvement in customer satisfaction by 38% by utilizing the voice of the customer and creating training and awareness programs
- Improved our employee engagement results by 27% in 'understanding the mission, vision, and values' by helping our frontline employees understand how they drive and play a major role
- Formerly CVS / Caremark Rx
Education
Business Management -
University of Phoenix
Nashville, TNSkills
- Performance Management
- Client/Member Retention
- Strategic Tactical Planning
- Process improvement
- Collaborative leadership
- Culture transformation
- Policy development
- Policy implementation
- Stakeholder relations
- Budget management
- Strategies and goals
Educationtrainingcertifications
- Business Management, University of Phoenix, Nashville, TN
- COPC and Senn Delaney (Culture Shaping) Certified
- Host of Leaderships & Process Improvement courses
Seniorleadershipstrengths
- Performance Management
- Client/Member Retention
- Systems Implementation
- Cultivating Culture of Success
- Resilience
- Measuring Analytics
- Motivational
- Strategic Tactical Planning
- Process improvement
- Exceptional Communication & Collaboration
Timeline
Sr. Director, Strategic Relations
Elixir
01.2020 - Current
Sr. Director, Customer Care Operations
EnvisionRxOptions
01.2017 - 01.2020
Area Customer Service Manager, Customer Service
Apria HealthCare
01.2013 - 01.2017
Director, Customer Care
CVS Health
01.2007 - 01.2013
Business Management -
University of Phoenix
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