Jason Swenson
Aliquippa,PA
Summary
Hardworking and reliable Manager with serveral years of leadership experience. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. Dedicated to working closely with employees to maximize productivity and optimize procedures.
Overview
5
5
years of professional experience
Work History
Director of Operations
National Link
Coraopolis, PA
02.2013 - 09.2013
- Responsible for oversight of daily operations of upwards of 45 staff and 4 Scheduling, Closing Vendors, Disbursements, Resolutions
- Reviewed profit and loss reports to analyze areas of improvement
- Improved scheduling turn time from 8.40 hours to 1.86 (SLA requirement of 4 hours)
- Negotiated pricing for vendor cost through agreed work volume
- Streamlined and standardized workflow processes to maximize success and output
- Implemented quality control processes that resulted in a $20,000 reduction in claims the first month of implementation
- Evaluate operational needs inclusive of staffing and associated progress reports
- Reviewed support vendors to evaluate cost and areas of coverage
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Analyzed financial data to make informed decisions on cost savings initiatives.
Manager Supply Chain
National Real Estate Information Services
Pittsburgh, PA
04.2008 - 02.2013
- Responsible for oversight, recruitment, and development of our appraisal, BPO, and closing vendors
- Worked with upper management and operations to ensure compliance with new regulations without reducing productivity or quality
- Worked with national closing vendors to improve turn time
- Identified and addressed coverage gaps in our vendor network
- Negotiated and renegotiated pricing with new and existing vendors to ensure the company's competitive edge is maintained
- Acted as the escalation point for operations when issues arise with vendors
- Counseled, evaluated, and set goals for the team and its members
Manager
UPMC Scheduling Services
Pittsburgh, PA
3.2014 - 4.2024
- Responsible for oversight of daily operations of upwards of 154 staff.
- Division oversight: Scheduling Services, MyUPMC Helpdesk, UPMC Helpline, Work-At-Home (WAH) program, additional areas of oversight: Patient Relations, PBCM, HUC, CMI Referral, Select VCC’s
- Implemented and trained Children's Hospital Administration and staff on the UPMC Scheduling System
- Project lead for the onboarding of UPMC’s Scheduling Process and trained over 70 departments for utilization
- UPMC representative to address Children’s Hospital Leadership Retreat
- Developed and implemented staff scripts for multiple areas of service.
- Daily monitor inbound call volumes and staff activity
- Resolved customer inquiries and complaints requiring management-level escalation.
Supervisor
UPMC Central Contact Center
Pittsburgh, PA
- Supervisor of 20-30 direct staff
- Trained visually impaired staff members on the UPMC EPIC system and SharePoint.
- Escalation and direct support for Scheduling Department, Insurance Hotline (UPMC Helpline) & WAH Program
- Continuously trained all identified (250 staff) on new campaigns the Insurance Hotline was launching
- Supervisory support to escalation emails for multiple areas of business.
- Reviewed and investigated scheduling issue submissions from internal customers.
- Maintained communication with upper management regarding areas of concern and customers of concern.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Collections Specialist
UPMC Revenue Cycle
Pittsburgh, PA
- Strategized the functionality and structure of Recondo for generating price estimates for patient service inquiries
- Conducted Quality Assurance testing on the systems functionality prior to production implementation
- Reviewed patient’s benefit coverage to process and calculate patient responsibility
- Processed on demand and patient specific estimates for radiology, surgical, and non-surgical procedures for insured and non-insured services
Operations Manager
National Real Estate Information Services
Pittsburgh, PA
- Managed and oversaw the daily operations of four units: Settlement/Closing, Scheduling, Post Closing, and Mortgage Recording
- Maintained loan processing timelines to ensure SLA was maintained
- Implemented quality initiatives, which resulted in a 58% increase in production over a 7-month period
- Actively participated in business development and process improvement initiatives designed to enhance client satisfaction and organizational efficiency
- Created training materials for staff development
- Developed, implemented, and monitored department policies and procedures
- Daily monitored, tracked, and analyzed reporting
Education
Bachelor of Arts - Communications
Muskingum University
New Concord12-2002
Skills
- Business Administration
- Staff Development
- Operations Management
- Performance Management
- Staff Management
- Customer Relationship Management (CRM)
- Staff Training and Development
- Performance Evaluations
- Time Management
- Verbal and written communication
- People Management
- Teamwork and Leadership
- Effective Communication
- Call Center Operations
- Organizational Skills
- Decision-Making
- Professional Demeanor
- Attention to Detail
- Interpersonal Skills
- Problem-Solving
- Quality Assurance Controls
- Employee Coaching
- Written Communication
- Operational data analysis
- Workload Management
- Conflict Mediation
- Business Relationship Management
Accomplishments
- Earned the rank of Eagle Scout
- ACES Award winner (UPMC)
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Director of Operations
National Link
02.2013 - 09.2013
Manager Supply Chain
National Real Estate Information Services
04.2008 - 02.2013
Manager
UPMC Scheduling Services
3.2014 - 4.2024
Supervisor
UPMC Central Contact Center
Collections Specialist
UPMC Revenue Cycle
Operations Manager
National Real Estate Information Services
Bachelor of Arts - Communications
Muskingum University
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