Summary
Overview
Work History
Education
Skills
Certification
Timeline
GeneralManager

Keiandra Gray

Palm Bay,USA

Summary

Results-driven healthcare operations leader with over 8 years of progressive experience in supporting Medicare member retention, quality assurance, and team leadership. Skilled in driving retention initiatives, KPI analysis, project management, and member experience improvements. Adept at leading cross-functional teams, optimizing workflows, and delivering actionable insights to leadership. Currently pursuing Six Sigma Green Belt certification to further enhance process improvement strategies within healthcare environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

General Manager

America’s Best Eyecare and Eyewear
11.2022 - Current
  • Direct daily clinical and retail operations, ensuring compliance with healthcare quality standards and improving member satisfaction
  • Create and present performance dashboards to leadership aligned to KPIs and member experience metrics
  • Implement scheduling, process improvements, and inventory management strategies to optimize healthcare delivery
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

Team Lead

HGS
03.2020 - 07.2020
  • Managed 40-100 remote agents supporting Medicare and healthcare services, improving member experience and retention through quality interactions
  • Monitored KPIs and developed performance improvement plans, collaborating with leadership to implement retention-focused strategies
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Quality Analyst

HGS
05.2018 - 03.2020
  • Designed quality assurance frameworks to monitor Medicare support operations
  • Ensuring compliance with retention and satisfaction benchmarks
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.

Pharmacy Technician

HGS
11.2017 - 05.2018
  • Supported prior authorization processes and member communication, helping streamline services and reduce delays that impact member satisfaction
  • Acted as liaison between providers and insurance carriers to resolve member issues quickly and efficiently
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Improved patient outcomes by accurately processing prior authorization requests and collaborating with healthcare providers.
  • Expedited prescription fulfillment processes by efficiently entering data into computer systems, verifying dosages, and labeling medications accurately.

Education

A.S - Healthcare Management

University of Phoenix
01.2019

Skills

  • Medicare Member Retention & Experience
  • Performance Management & KPI Reporting
  • Project Management & Special Initiative
  • Process Improvement (Six Sigma)
  • Member Satisfaction & Engagement
  • Leadership Presentations & Reporting
  • Healthcare Operations
  • Quality Assurance & Compliance
  • Data-Driven Decision Making
  • Remote Team Management
  • HIPAA Compliance
  • Operations management
  • Efficient multi-tasker
  • Training and coaching
  • Customer relationship management
  • Employee scheduling

Certification

  • Six Sigma Green Belt- In Progress
  • Trello certification

Timeline

General Manager

America’s Best Eyecare and Eyewear
11.2022 - Current

Team Lead

HGS
03.2020 - 07.2020

Quality Analyst

HGS
05.2018 - 03.2020

Pharmacy Technician

HGS
11.2017 - 05.2018

A.S - Healthcare Management

University of Phoenix

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