Kelly C Depaula
St. Petersburg,FL
Summary
Highly organized and dynamic professional with extensive expertise in provider service operations and digital adoption strategies, driving growth and reducing human intervention through innovative solutions and data analysis. Proven ability to collaborate with cross-functional teams and present actionable insights to senior leadership, advocating for continuous improvement. Effective team leader, fostering a culture of innovation and excellence in service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Associate Director - Strategy & Experience
UnitedHealthcare
04.2022 - Current
- Designs and executes strategies to elevate provider digital self-service capabilities, driving growth and adoption while significantly reducing the need for human intervention.
- Utilizes data analysis to identify opportunities for digital growth, informing strategic decisions and initiatives.
- Built the implementation strategy for self-service bots in provider services and collaborated with product and tech teams to successfully launch, enhancing digital containment and improving overall service efficiency.
- Collaborates with cross-functional teams to integrate provider feedback into actionable plans, ensuring alignment with organizational goals.
- Presents insights and recommendations to senior leadership and business partners, advocating for continuous improvement in provider service operations.
- Manages a team of professionals, fostering a culture of innovation and excellence in service delivery.
Sr. Business Manager - Provider Experience
United Health Group
03.2017 - 04.2022
- Responsible for driving and supporting Provider Satisfaction and NPS strategy across Provider Operations, UHC, and Optum by leveraging Provider feedback and Insights across all survey channels, measuring experience impacts, and ensuring action plans align with top Provider pain points
- Responsible for investigating and articulating the end-to-end Provider Experience Insights across Provider Operations, UHC, and Optum
- Partners with leaders at all levels across the enterprise to ensure improvement efforts are aligned, driving experience improvement at all provider intake channels
- Accountable for presenting case studies to senior and executive leaders, walking through case study details step-by-step and implementing process improvements
Business Manager - Harken Health
United Health Group
07.2016 - 03.2017
- Developed Provider Service Manager Role within the Harken business unit
- Led a team if Supervisors and Membership Assistants in Florida and Wisconsin
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams
Business Manager - Provider Call Center
United Health Group
07.2015 - 07.2016
- Established and oversaw performance targets for call center advocates
- Developed quality employees within call center to take over leadership positions
- Determined quality assurance benchmarks and set standards for improvement
- Achieved highest vital signs scores in 2015 across Medicare & Retirement teams
Service Manager- Platinum Provider
United Health Group
02.2014 - 06.2016
- Participated in the development team to create and implement the Platinum Provider Experience Model
- Responsible for improving Provider Satisfaction and NPS
- Oversees and root causes all appeals and market escalations
- Works closely with UHN and Provider Operations leaders to ensure a seamless provider experience
- Leads process improvement projects, testing solutions, and monitoring outcomes
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
Supervisor
United Health Group
01.2010 - 02.2014
- Led project team and worked with site director on meeting MBOs, call center metrics, project management, and Migration management
- Responsible for the performance and metrics of a team of 20+ Resolution Specialists
- Worked closely with our care providers on complex issues
- Collaborated with business partners across the enterprise to remove barriers and improve provider and employee satisfaction
Provider Phone Representative
United Health Group
11.2007 - 01.2010
- Handled inbound calls from both member and providers, solved complex issues while consistently meeting all metrics
Skills
- Innovative thinking
- Planning and Prioritization
- Strategic planning
- Effective resolution strategies
- Process Improvement
- Customer Service
- Staff Management
- Clear communication skills
- Focus and Follow-Through
- Technical implementation
- Strategic leadership
- Key relationship management
- Process improvement
- Product management
- Verbal and written communication
Accomplishments
Service Hero
Certification
Six Sigma Yellow Belt
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Associate Director - Strategy & Experience
UnitedHealthcare
04.2022 - Current
Sr. Business Manager - Provider Experience
United Health Group
03.2017 - 04.2022
Business Manager - Harken Health
United Health Group
07.2016 - 03.2017
Business Manager - Provider Call Center
United Health Group
07.2015 - 07.2016
Service Manager- Platinum Provider
United Health Group
02.2014 - 06.2016
Supervisor
United Health Group
01.2010 - 02.2014
Provider Phone Representative
United Health Group
11.2007 - 01.2010
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