KASHEKI WILSON
Coral Springs,FL
Summary
Healthcare operations and customer service leader with progressive experience in team supervision, care coordination, workforce planning, and performance improvement. Leads staff development, resolves escalations, improves workflows, and supports quality, compliance, and service consistency across healthcare settings. Known for aligning daily operations with team accountability and customer experience goals.
Overview
15
15
years of professional experience
Work History
Coordination Supervisor
Centers Choice Home Care
Margate, FL
05.2025 - Current
- Lead and develop care coordination and scheduling staff, establishing performance expectations and promoting accountability, efficiency, and professionalism.
- Oversaw staffing operations and home health aide assignments to ensure continuity of care and meet client needs.
- Managed escalated service concerns and staffing gaps, coordinating timely resolutions and follow-up to enhance service delivery.
- Collaborate with care managers, nurses, caregivers, Human Resources, and Compliance to maintain communication, service quality, and regulatory compliance.
- Monitor operational reports, service authorizations, attendance, and documentation to identify performance gaps and improve service delivery.
- Implemented workflow improvements and standardized scheduling procedures to enhance operational consistency.
- Train new coordinators and support process standardization to improve team effectiveness and accommodate organizational growth.
Appeals Manager
UnitedHealth Group
Sunrise, FL
08.2023 - 04.2024
- Managed production teams through supervisory leadership, ensuring quality and operational performance met departmental objectives.
- Directed supervisor development through coaching and performance evaluations, fostering accountability and effective leadership.
- Analyzed performance metrics and operational trends, recommending solutions to improve productivity, quality, and workflow efficiency.
- Partnered with senior leaders and cross-functional stakeholders to resolve operational challenges and implement process improvements.
- Led management meetings to review performance trends, address business issues, and align improvement strategies with organizational goals.
- Oversaw work queue management and supported performance initiatives to enhance service delivery and achieve team objectives.
Acting Call Center Manager
UnitedHealth Group
Sunrise, FL
04.2023 - 08.2023
- Directed daily call center operations, establishing team priorities and monitoring performance against quality, service level, schedule adherence, and average handle time targets.
- Evaluated operational challenges and implemented solutions to improve efficiency, employee performance, and customer service outcomes.
- Coached employees and implemented corrective actions to close performance gaps.
- Collaborated with managers and departments to resolve operational issues and adapt workflows.
Customer Service Supervisor
UnitedHealth Group
Sunrise, FL
08.2021 - 04.2023
- Consistently maintained team quality scores above 95% and achieved an average customer experience survey score of 97% through compassionate service, effective coaching, and a commitment to service excellence.
- Led employee coaching, call quality reviews, training, and team development initiatives to reinforce service standards and improve performance for 25+ team members.
- Established performance expectations and strategies to strengthen accountability and employee engagement within the team.
- Identified workflow and service improvement opportunities, promoting first-call resolution to enhance member experiences.
- Monitored performance metrics and collaborated with market leaders to resolve complex member concerns and enhance service delivery.
- Supervised customer service operations supporting the Wisconsin and Michigan markets, aligning team performance with market requirements and organizational standards.
Customer Service Team Lead
UnitedHealth Group
Sunrise, FL
01.2012 - 08.2021
- Advanced into a leadership role to enhance customer service operations, resolve complex member inquiries, and drive team performance.
- Trained and coached representatives, monitored performance trends, and provided guidance on complex cases and effective resolution strategies.
- Monitored queue activity and service levels.
- Acted as a subject matter resource for claims, benefits, authorizations, appeals, and other healthcare-related issues.
- Reviewed appeals, grievances, and compliance reports to pinpoint performance gaps and streamline processes for CMS-related reporting.
Education
Bachelor of Science - Healthcare Administration/Healthcare Management
University of Phoenix
Phoenix, AZ01-2022
Certificate - Computer Office Occupations
Hands on Training
Fort Lauderdale, FL01-2005
Skills
- Workforce management
- Team leadership
- KPI analysis
- Performance metrics analysis
- Operational analysis
- Process improvement
- Quality assurance
- Operational reporting expertise
- Change management
- Resource allocation
- Cross-functional collaboration
- Healthcare processes
- Health insurance knowledge
- Training improvement
- Problem-solving abilities
Timeline
Coordination Supervisor
Centers Choice Home Care
05.2025 - Current
Appeals Manager
UnitedHealth Group
08.2023 - 04.2024
Acting Call Center Manager
UnitedHealth Group
04.2023 - 08.2023
Customer Service Supervisor
UnitedHealth Group
08.2021 - 04.2023
Customer Service Team Lead
UnitedHealth Group
01.2012 - 08.2021
Bachelor of Science - Healthcare Administration/Healthcare Management
University of Phoenix
Certificate - Computer Office Occupations
Hands on Training