Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Karimah McFadden

Folcroft,PA

Summary

Experienced Director of Operations proficient in managing Call Center operations with 150+ direct/ indirect reports. I have 10+ years of building building teams, maintaining/ boosting culture and morale, and meeting/exceeding Client facing Service Level Agreements, Key Performance Indicators and Key Metrics. All while managing the Outbound Call Centers for multiproducts, Training team, and working very closely with IT, Project Management (SCRUM) and Data Analytics.

Overview

14
14
years of professional experience

Work History

Director of Operations

MedRisk, Inc
10.2018 - 07.2023
  • Was responsible for meeting contracted Service Level Agreements for the Scheduling Departments (Outbound Call Centers) impacting 3500 cases per day.
  • Worked with IT to select and ensure a sufficient phone product for ease of use for our employees and to deliver on excellent Customer Service.
  • Developed 4/10 Employee Work Week with no impact to Productivity or Quality, significantly decreased attendance occurrences, and improved Turnover by 20%.
  • Collaborated with VP of Operations, IT and my Peers on a Disaster Recovery plan to ensure minimal service impact during emergencies.
  • Worked closely with HR and Recruitment to build a team internationally which eventually accounted for 50% of my department while adhering to their guidelines.
  • Improved operational efficiency by streamlining processes and implementing innovative solutions.
  • Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
  • Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
  • Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
  • Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.

Operations Manager, Customer Experience

MedRisk, Inc
10.2015 - 10.2018
  • Hired, onboarded, developed and maintained all Call Center Staff per Staffing Model
  • Ensured cases were attempted and scheduled within contracted turnaround times, 1400 referrals received and 1200 patients scheduled per day
  • Collected and Analyzed all referrals and outcomes while in a Scheduling status
  • Monitored and evaluated Departments performance using key metrics; Productivity and Quality
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
  • Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.


Operations Supervisor

MedRisk, Inc
10.2011 - 10.2013
  • Direct oversight of a team of 12-15 Schedulers/ Patient Advocates
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
  • Motivated and trained employees to maximize team productivity.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Scheduler

MedRisk, Inc
07.2009 - 10.2011
  • Validate new case by reviewing, correcting, deleting or re-entering data; combing data with account information; purging files to eliminate duplication of received data
  • Request Verification from Insurance companies telephonically/electronically to complete new case/missing information and other related paperwork to determine if new cases need to be opened or if service request can be added to existing files
  • Make outbound calls to providers to schedule patients for various services pertaining to workers compensation claims provided by Adjuster, Physicians, and Utilization Review Departments
  • Receive inbound call from Adjusters, Nurse Case Managers Referring Physicians and patients regarding updates on patient scheduling status, progress notes on treatment and compliance of care
  • Ability to understand MedRisk interdepartmental procedures, policies and comply with them consistently meeting MedRisk customer support service and quality standards
  • Identify potential or existing system and/ or procedural challenges assisting in resolution with management if needed
  • Complete special projects or tasks escalated to supervisors to fit business needs
  • Point person for Special Clients

Education

High School Diploma -

Morrisville High School
Morrisville, PA

Skills

  • Strategic Planning and Execution
  • Operations Oversight
  • Quality Assurance
  • Cross-functional Collaboration
  • Conflict Resolution
  • Project Management
  • Performance Measurement
  • KPI Tracking

Accomplishments

  • 2017 Employee of the Year for leading positive impact to Revenue
  • Core Value Award winner for Customer Focus

Timeline

Director of Operations

MedRisk, Inc
10.2018 - 07.2023

Operations Manager, Customer Experience

MedRisk, Inc
10.2015 - 10.2018

Operations Supervisor

MedRisk, Inc
10.2011 - 10.2013

Scheduler

MedRisk, Inc
07.2009 - 10.2011

High School Diploma -

Morrisville High School

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Karimah McFadden