Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KELLI BAILEY

Ogden,USA

Summary

Results-driven healthcare and client services leader with over 30 years of experience in TPA administration, telehealth, account management, and customer success. Demonstrated expertise in client implementations, operational change management, and fostering strong stakeholder partnerships. Renowned for resolving complex issues, leading high-performing teams, and driving process improvements that significantly enhance customer satisfaction and retention. Collaborative, detail-oriented, and consistently trusted by clients and colleagues.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Supervisor, Client Lifecycle Ops

Teladoc Health, Inc.
Dallas, TX
01.2024 - 01.2026
  • Lead a team responsible for client operational changes and platform updates, ensuring accuracy and compliance.
  • Partner cross-functionally with internal teams and external stakeholders to execute account setups and changes seamlessly.
  • Serve as escalation point for complex client issues, delivering timely and effective resolutions.
  • Manage internal initiatives focused on improving efficiency, standardization, and service quality.
  • Act as Subject Matter Expert (SME) across multiple operational and client-facing domains.

Client Operations Management Shared Services Supervisor

Teladoc Health, Inc.
Dallas, TX
01.2018 - 01.2024
  • Delivered an exceptional client and member experience through proactive monitoring, early issue identification, and end-to-end resolution tracking.
  • Identified and supported process improvement and automation opportunities to enhance operational efficiency and service quality.
  • Ensured client needs were consistently met through strong operational oversight and follow-through.

Account Manager, Reseller Market

Teladoc Health, Inc.
Dallas, TX
01.2016 - 01.2018
  • Managed a portfolio of small to mid-size group accounts within the reseller market.
  • Negotiated renewals and conducted client and broker presentations.
  • Partnered with internal teams to resolve escalated service issues.
  • Delivered performance guarantee reporting and ensured ongoing contract compliance.
  • Drove utilization by working directly with HR contacts and employee groups.

Implementation Specialist, Reseller & Broker Account Management

Teladoc Health, Inc.
Dallas, TX
01.2014 - 01.2016
  • Executed initial Salesforce account setups within 48 hours of receipt.
  • Maintained accounts through timely updates, changes, and terminations.
  • Served as interim account manager during colleague absences to ensure continuity of service.
  • Trained clients on marketing platforms and client portals.
  • Supported special projects and collaborated across departments to meet business needs.

Account Manager

Healthcare Management Administrators
Bellevue, WA
01.2013 - 01.2014
  • Managed a book of business including renewals, negotiations, and client relationship management.
  • Delivered benefit presentations and implemented new group plans.
  • Coordinated resolution of escalated issues across internal departments.
  • Prepared and delivered performance guarantee reports and ensured contract adherence.

Account Executive /Customer Service Supervisor

Shasta Administrative Services
Redmond, OR
01.2011 - 01.2013
  • Research and assist brokers and clients with escalated service issues, providing timely resolution.
  • Collaborate with other internal departments to resolve service issues.
  • Direct Management of a book of business.
  • Renewal Negotiations.
  • Multi-line phones.
  • Managed incoming Health Benefits Emails.
  • Quoting Benefits.
  • New employee hiring and training.
  • Supervising customer service representatives, auditing calls.

Member Assistance Advocate/Customer Service Specialist

Shasta Administrative Services
Redmond, OR
01.2008 - 01.2011
  • Research and assist brokers and clients with escalated service issues, providing timely resolution.
  • Collaborate with other internal departments to resolve service issues.
  • Direct Management of a book of business.
  • Renewal Negotiations.
  • Multi-line phones.
  • Managed incoming Health Benefits Emails.
  • Quoting Benefits.
  • New employee hiring and training.
  • Supervising customer service representatives, auditing calls.

Accounts Receivable

Bargreen Ellingson
Bend, Oregon
01.2007 - 01.2008
  • Billing, Collections, Multi-line Phones.
  • Assisting Customers, Reports for Salesman, Admin Assistant to General.
  • Manager, Daily Bank Deposits, Managing and Ordering Office Supplies.
  • Managed Petty Cash.

Patient Account/Insurance Billing Clerk

Family Care Center
Redmond, Oregon
01.2006 - 01.2007
  • Front office duties, Assisting patients.
  • Billing, Collections and Multiline phones.
  • Referrals and Prior Authorizations.
  • Check in and Check out of patients.
  • Scheduling.

Lead Customer Service Representative

Chase Industries
Redmond, Oregon
01.2001 - 01.2006
  • Managed customer inquiries in high-volume call center with emphasis on one-call resolution.
  • Researched and resolved eligibility issues through interdepartmental cooperation.
  • National Account support.
  • Self Directed, job take offs, quoting and quote follow up.
  • Trouble shooting, order entry.
  • Highly organized.
  • New employee training.
  • Heavy phone volume.

Office Manager

Cascade Rehabilitation Associates
Redmond, Oregon
01.1999 - 01.2001
  • Payroll, A/R, A/P.
  • Collections, scheduling, billing.
  • Phones.
  • Assisting Health Club Manager member resolution.

Inside Sales/Customer Service Representative

Chase Industries
Redmond, Oregon
01.1995 - 01.1998
  • Managed customer inquiries in high-volume call center with emphasis on one-call resolution.
  • Researched and resolved eligibility issues through interdepartmental cooperation.
  • National Account support.
  • Self Directed, job take offs, quoting and quote follow up.
  • Trouble shooting, order entry.
  • Highly organized.
  • New employee training.
  • Heavy phone volume.

Education

High School Diploma -

Centennial High School
Gresham, OR

No Degree -

Mt Hood Community College
Gresham

Skills

  • Client Success & Account Management
  • Healthcare Operations & TPA Administration
  • Change Management & Process Improvement
  • Team Leadership, Coaching & Mentorship
  • Escalation Management & Problem Resolution
  • Cross-Functional Collaboration
  • Client Presentations & Stakeholder Communication
  • Salesforce, MS Off, Workday, Workfroce, JIRA, Confluence, Sharepoint

Certification

Lead with Influence

Timeline

Supervisor, Client Lifecycle Ops

Teladoc Health, Inc.
01.2024 - 01.2026

Client Operations Management Shared Services Supervisor

Teladoc Health, Inc.
01.2018 - 01.2024

Account Manager, Reseller Market

Teladoc Health, Inc.
01.2016 - 01.2018

Implementation Specialist, Reseller & Broker Account Management

Teladoc Health, Inc.
01.2014 - 01.2016

Account Manager

Healthcare Management Administrators
01.2013 - 01.2014

Account Executive /Customer Service Supervisor

Shasta Administrative Services
01.2011 - 01.2013

Member Assistance Advocate/Customer Service Specialist

Shasta Administrative Services
01.2008 - 01.2011

Accounts Receivable

Bargreen Ellingson
01.2007 - 01.2008

Patient Account/Insurance Billing Clerk

Family Care Center
01.2006 - 01.2007

Lead Customer Service Representative

Chase Industries
01.2001 - 01.2006

Office Manager

Cascade Rehabilitation Associates
01.1999 - 01.2001

Inside Sales/Customer Service Representative

Chase Industries
01.1995 - 01.1998

High School Diploma -

Centennial High School

No Degree -

Mt Hood Community College

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