Jeremy Brooks

Accomplishments

Demonstrated exemplary versatility and organizational skills to launch 2 contact centers (NGS Provider Services and Anthem Broker Services) with a focus on efficiency, service, and quality.
Took lowest performing line of business in the contact center to a top-performing section in 4 months driving improvement in operational areas.
Collaborated with various areas of operations at NGS (Appeals, PE, ORU, Claims, BSO) to focus on call drivers resulting in a 32.4% reduction in overall call volume.
Developed and implemented process and operational improvements to enhance the efficiency and effectiveness of operations, resulting in 15 consecutive quarters passing CMS requirements in ASA and Quality
Effectively improved workflows, training, and reporting resulting in 43 consecutive months of passing the CMS 100% timeliness requirement for written correspondence.
Increased employee production by 427% in the first 6 months at Trailblazer while maintaining overall quality standards by reorganizing workflows and training.
Implemented continuous improvement effort with a focus on customer satisfaction, resulting in an increase in NPS from 69.0 the first year to 82.3 the current year.
Overhauled region ranking in last place (80 out of 80) to within 12 months placing among top 20 for performance by improved scheduling, routing, and a renewed focus on quality and patient care.

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