Kathryn Stipanovich
Buffalo
Summary
Highly Accomplished Outreach and Education Manager with over 20 years in-depth Medicare experience including both Medicare Advantage (Part C), Part D, Medicare Secondary Payer (MSP) and Coordination of Benefits (COB). Experienced in the development and management of outreach and training for customer service contact centers, government contractors and the Centers for Medicare and Medicaid Services (CMS). Manages resources, timeframes, and multiple priorities and creates strategic relationships with both internal and external customers. Versatile professional with skills including: Customer Outreach Development and Delivery Training Development and Delivery Customer Service & Contact Centers Training and Management Project Management Business Analysis System Consolidation
Overview
22
22
years of professional experience
Work History
Outreach and Education Manager, MSPIC
Neil Hoosier & Associates, Inc.
01.2013 - Current
- Hired to Manage Outreach and Education staff, performing work under the MSPIC contract.
- Direct accountability for the technical accuracy, timeliness and quality of Medicare Secondary Payer Integration Contract (MSPIC) deliverables related to education and outreach material for the Coordination of Benefits and Recovery (COB&R) program.
- Maintain component project plan and schedule, tracking task status and assigning resources.
- Maintain and update Outreach and Education plan as required by MSPIC SOW.
- Perform project management functions including meeting facilitation, producing project status reports, and maintaining issue and action item logs.
- Develop strategies, frameworks & constructs to define outreach and education opportunities for the COB&R program.
- Develop and maintain standard operating procedures (SOPs).
- Directly supervise NHA resources working on the MSPIC, assigning work, mentoring, setting goals, measuring performance, and providing direct feedback.
- Meet with contract Outreach staff on a regular basis to review scheduling, priorities, performance issues, and similar matters.
- Provides written status updates according to contract requirements.
Deputy SME Manager
Briljent Inc.
01.2011 - 01.2013
- Hired to manage the Subject Matter Experts (SME) to the Centers for Medicare and Medicaid Services (CMS) Training Quality and Content (TQC) Contract under the direction of the SME Project Manager.
- Collaborated with all areas of the contract to insure timely and accurate delivery of training and content products.
- Coordinated continuing education and training for existing staff to ensure they maintain understanding of all areas of Medicare and functionalities of the BCC along with NGD and MyMedicare.gov.
- Managed the SME’s daily activities and schedules.
- Coordinated the assignment of project tasks in @task project management software.
- Coordinate the training of new staff including all contractually obligated security and MENH training for both the contract and CMS.
- Provided policy guidance as related to training materials and content scripts.
Medicare Trainer
Excellus Blue Cross and Blue Shield
01.2009 - 01.2011
- Hired to support operational strategies and training programs of the Medicare call center, under the direct supervision of the Customer Service Director.
- Held accountable for all training both benefit and systems for the call center staff.
- Training includes ongoing refresher training, yearly open enrollment training and the new hire training program.
- Accountable for providing training on Medicare Benefits and systems to other internal EHP departments as requested.
- Responsible for Medicare CS project management including service requests and reports.
Medicare Call Center Lead
Excellus Blue Cross and Blue Shield
01.2003 - 01.2009
- Hired to support operational strategies and daily operations of the Medicare call center, under the direct supervision of the Customer Service Supervisor.
- Provide directions and guidance to CS Representatives.
- Deal with customers through both direct contact and through assisting staff in resolving customer inquiries both via telephone and in person.
- Deal with customer issues concerning contract benefits, claim payments enrollment issues in accordance with federal, corporate, NCQA and legislative regulations and requirements.
- Act as a liaison among customers, business partners and plans in a professional and self directed manor to ensure customer satisfaction and Retention.
Education
Bachelor of Arts -
Russell Sage College
Troy, NYSkills
- Customer Outreach Development and Delivery
- Web Content Management
- Training Development and Delivery
- Customer Service & Contact Centers Training and Management
- Project Management
- Business Analysis
- System Consolidation
- Relationship management
- Staff development
- Recruiting and interviewing
- Educational technology
- Performance assessment
- Effective communication
- Analytical thinking
- Complex Problem-solving
- Team collaboration
- Reliability
- Performance improvement
- Strategic thinker
- Public speaking
- Task prioritization
- Organizational skills
- Attention to detail
- Problem-solving
- Interpersonal skills
- Professionalism
Technology Summary
- MS Project
- MS Word
- MS Excel
- MS Visio
- PowerPoint
- SharePoint
- Outlook
- Facets
- Drupal
Timeline
Outreach and Education Manager, MSPIC
Neil Hoosier & Associates, Inc.
01.2013 - Current
Deputy SME Manager
Briljent Inc.
01.2011 - 01.2013
Medicare Trainer
Excellus Blue Cross and Blue Shield
01.2009 - 01.2011
Medicare Call Center Lead
Excellus Blue Cross and Blue Shield
01.2003 - 01.2009
Bachelor of Arts -
Russell Sage College