JEN'E A. HUNTER
Collingswood,NJ
Summary
Transformational healthcare operations leader with over 20 years of experience in driving operational improvements and enhancing customer experiences in complex environments. Proven success in developing engaged teams and optimizing performance while collaborating with executive leadership to address business challenges. Expertise in fostering accountability, innovation, and continuous improvement across Commercial and Medicare operations.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations
Independence Blue Cross
11.2021 - 04.2026
- Provide operational leadership for Commercial and Medicare customer service teams supporting complex healthcare operations while partnering with executive leadership to improve service delivery, operational performance, employee engagement, and customer satisfaction.
- Directed daily operations for teams ranging from 14–90 employees, consistently exceeding departmental expectations for service, quality, and operational performance.
- Increased departmental productivity by 20% through strategic coaching, workflow optimization, employee accountability, and performance management initiatives.
- Enhanced departmental quality performance and customer satisfaction through targeted quality improvement efforts, employee development, and operational consistency.
- Shortened executive escalation resolution time through streamlined processes, improving responsiveness and member confidence.
- Resolved hundreds of high-priority executive escalations for Commercial and Medicare members, balancing member advocacy with regulatory compliance and business objectives.
- Partnered with executive leadership to implement operational improvements that strengthened customer experience, increased efficiency, and supported strategic organizational goals.
- Developed supervisors and frontline employees through coaching, mentoring, performance evaluations, succession planning, and individualized development plans.
- Used operational dashboards, KPIs, productivity reports, and quality metrics to identify trends, measure business performance, and implement continuous improvement initiatives.
- Managed payroll administration, workforce planning, staffing, scheduling, and resource allocation to maintain operational readiness and service excellence.
- Collaborated with Quality, Compliance, Information Technology, Human Resources, and Business Operations to streamline workflows and improve organizational performance.
- Led change management initiatives while fostering a culture of accountability, collaboration, innovation, and employee engagement.
- Performed root cause analysis on recurring operational challenges and implemented sustainable solutions that improved quality, efficiency, and member outcomes.
Team Leader
AmeriHealth Administrators
11.2019 - 11.2021
- Promoted into a frontline leadership role responsible for coaching, mentoring, and developing customer service professionals supporting healthcare operations while driving service excellence, employee engagement, and operational performance.
- Led daily operations for a customer service team, consistently achieving productivity, quality, and service level objectives.
- Developed employees through coaching, mentoring, performance management, and individualized development plans, fostering increased engagement and accountability.
- Monitored KPIs, operational metrics, and quality reports to identify continuous improvement opportunities, enhancing service delivery.
- Partnered with cross-functional leaders to resolve complex operational issues, improve workflows, and strengthen the customer experience.
- Supported workforce planning and resource allocation to maintain service levels and operational readiness.
- Built a collaborative team culture emphasizing accountability, communication, and continuous learning.
Issue Resolution Specialist (HICS)
Independence Blue Cross
03.2018 - 11.2019
- Managed complex member cases for Commercial and Medicare health plans, ensuring effective resolution of billing, enrollment, claims, and benefits issues.
- Conducted investigations and root cause analyses, achieving accurate and compliant resolutions within established timelines.
- Collaborated across departments to resolve complex issues, successfully maintaining CMS and organizational compliance standards.
- Acted as a trusted resource for escalated member concerns that required analytical thinking and sound decision-making.
Subject Matter Expert (SME) / Facilitator
Independence Blue Cross
11.2015 - 02.2018
- Facilitated onboarding and continuing education for employees, enhancing knowledge across multiple operational functions.
- Developed and facilitated training that improved operational consistency, employee confidence, and customer outcomes.
- Collaborated with leadership on quality initiatives and process improvements, providing guidance on complex cases.
- Recognized as a trusted operational expert and mentor for new and experienced employees.
Education
Claremont High School
Claremont, CASkills
- Operations Leadership
- Service Delivery
- Customer Experience
- Health Insurance Operations
- Medicare Compliance
- Business Operations
- Operational Excellence
- Change Management
- Continuous Improvement
- Operational Strategy
- Performance Management
- KPI Development
- Operational Metrics
- Workforce Planning
- Budget Management
- Process Improvement
- Root Cause Analysis
- Quality Improvement
- Escalation management
- KPI Dashboards
- Workforce Management Systems
- Reporting analytics
- Team Leadership
- Talent Development
- Employee Engagement
- Coaching
- Cross-Functional Collaboration
- Stakeholder Management
- Healthcare Systems
- Customer Relationship Management
- Claims Management
- Microsoft Office Suite
- Decision Making
- Employee Development
- Operational Strategy
- Employee Development
Community Leadership
Chief Financial Officer (Volunteer), Quarter Is Never Two Much (QINTM), Provide strategic financial leadership for a nonprofit organization dedicated to supporting young African American men experiencing homelessness., Oversee budgeting, financial planning, and fiscal accountability to support organizational sustainability., Partner with executive leadership to align financial resources with the organization's mission and strategic priorities., Support long-term organizational growth through responsible financial stewardship and collaborative leadership., Contribute to community initiatives focused on expanding opportunities and support services for underserved youth.
Professional Value
Chief Financial Officer (Volunteer), Quarter Is Never Two Much (QINTM), Provide strategic financial leadership for a nonprofit organization dedicated to supporting young African American men experiencing homelessness., Oversee budgeting, financial planning, and fiscal accountability to support organizational sustainability., Partner with executive leadership to align financial resources with the organization's mission and strategic priorities., Support long-term organizational growth through responsible financial stewardship and collaborative leadership., Contribute to community initiatives focused on expanding opportunities and support services for underserved youth.
Earlier Career Experience
Chief Financial Officer (Volunteer), Quarter Is Never Two Much (QINTM), Provide strategic financial leadership for a nonprofit organization dedicated to supporting young African American men experiencing homelessness., Oversee budgeting, financial planning, and fiscal accountability to support organizational sustainability., Partner with executive leadership to align financial resources with the organization's mission and strategic priorities., Support long-term organizational growth through responsible financial stewardship and collaborative leadership., Contribute to community initiatives focused on expanding opportunities and support services for underserved youth.
Executive Career Highlights
Chief Financial Officer (Volunteer), Quarter Is Never Two Much (QINTM), Provide strategic financial leadership for a nonprofit organization dedicated to supporting young African American men experiencing homelessness., Oversee budgeting, financial planning, and fiscal accountability to support organizational sustainability., Partner with executive leadership to align financial resources with the organization's mission and strategic priorities., Support long-term organizational growth through responsible financial stewardship and collaborative leadership., Contribute to community initiatives focused on expanding opportunities and support services for underserved youth.
Timeline
Supervisor of Operations
Independence Blue Cross
11.2021 - 04.2026
Team Leader
AmeriHealth Administrators
11.2019 - 11.2021
Issue Resolution Specialist (HICS)
Independence Blue Cross
03.2018 - 11.2019
Subject Matter Expert (SME) / Facilitator
Independence Blue Cross
11.2015 - 02.2018
Claremont High School