Kelli Piper Glover
Cincinnati
Summary
Highly accomplished Healthcare Operations Manager with 18+ years of experience specializing in high-volume call center operations, inventory management, and maximizing performance within the health insurance sector (FEP, Anthem, Elevance Health). Proven success in driving dramatic inventory reduction (50%+) and increasing Member Satisfaction scores by over 160% (30% to 80%+). Expertise in leading and developing large teams (up to 34 associates), complex claims resolution, regulatory compliance (NCQA), and strategic process improvement projects. Seeking to leverage management expertise to drive operational excellence for a growth-focused company.
Overview
19
19
years of professional experience
Work History
MANAGER II
Elevance Health (Formally Anthem Blue Cross and Blue Shield)
01.2020 - Current
- Managed high-volume Call Center Operations for both Customer Service and Claims within health insurance, overseeing the daily performance, scheduling, and training for a team of 30+ associates.
- Achieved a 50%+ reduction in overall Customer Service inventory and decreased aged inventory by 60% by creating and implementing a targeted inventory reduction program.
- Led a performance improvement project that increased Total Member Satisfaction score from 30% to over 80%, significantly boosting the company’s Performance Incentive Program Scores.
- Coached, trained, and evaluated performance for direct reports, fostering a culture of continuous improvement and professional growth.
- Collaborated with cross-regional peers and other business areas to standardize best practices and ensure departmental goals aligned with enterprise strategy.
OPERATIONS EXPERT I-III
Anthem Blue Cross and Blue Shield (FEP)
09.2012 - 01.2020
- Served as a Subject Matter Expert (SME) and first point of contact for high-level escalations, including inquiries from the Director’s Office, OPM, and Congressional inquiries.
- Supervised a team of 34 associates across two plans (FHPS MO HMO and Central Region Service Benefit Plan), providing coaching, mentorship, and training.
- Conducted high-level specialized research, complex problem-solving, internal auditing, and benefits/claim adjustments for escalated issues.
- Collaborated with management on strategy execution and process improvements, and supported the MO HMO NCQA accreditation process.
- Created and executed daily inventory reports and assisted with the distribution of customer service and provider E-service inquiries.
CUSTOMER CARE REPRESENTATIVE I-III
Anthem Blue Cross and Blue Shield (FEP)
04.2007 - 09.2012
- Handled a high volume of inbound calls regarding benefits, eligibility, and claims inquiries, including processing professional and facility claims.
- Took escalated supervisor calls and served as a mentor for new Customer Service Associates.
- Functioned as an SME to assist in new hire and upskill training classes, including post-training associate audits.
Education
Bachelor of Science - Business Administration, Healthcare Management
Western Governors University
Millcreek, UT09-2023
Business Management
University of Cincinnati and Cincinnati State Community College
Cincinnati, OHSkills
- Healthcare Operations: Call Center Management, Claims Processing (Front/Back End), Inventory Management, Process Improvement, NCQA Accreditation, Regulatory Compliance (OPM/Congressional Inquiries), Claims Adjustment, Health Benefits Programs
- Leadership & Management: P&L Management, Team Coaching & Development (30), Performance Evaluation, Cross-Regional Collaboration, Stakeholder Management, Project Leadership, Mentoring, Subject Matter Expertise (SME)
- Business & Technology: Data Analysis & Reporting, Problem-Solving, Strategic Planning, Microsoft Office Suite, IVR/VSS Survey Analysis, Training & Onboarding
Accomplishments
- Aspiring Leadership Program Graduate: Completed a 6-month program focused on core values and leadership development (2017-10 – 2018-04).
- Capstone Project: Developed and presented an analysis of IVR/VSS surveys to senior management and call center teams, proposing strategies to increase First Call Resolution and Member Satisfaction scores.
- Social Responsibility: Active participant in multiple volunteer initiatives, including the United Way, Freestore Foodbank, Ronald McDonald House, and local children's hospital toy drives (2020-01 – 2025-09).
Timeline
MANAGER II
Elevance Health (Formally Anthem Blue Cross and Blue Shield)
01.2020 - Current
OPERATIONS EXPERT I-III
Anthem Blue Cross and Blue Shield (FEP)
09.2012 - 01.2020
CUSTOMER CARE REPRESENTATIVE I-III
Anthem Blue Cross and Blue Shield (FEP)
04.2007 - 09.2012
Business Management
University of Cincinnati and Cincinnati State Community College
Bachelor of Science - Business Administration, Healthcare Management
Western Governors University
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