Kevin Faison
Wilmington,DE
Summary
- 20+ years of management experience initiating and delivering sustained results and effective change for Fortune 500 firms across a wide range of industries including hospital administration, healthcare insurance, retail, consumer credit, and federal government. My major strength is strategizing and leading cross-functional teams to bring about fundamental change and improvement in strategy, process, and profitability - both as a leader and expert consultant. In addition, I am a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. In addition, I strongly believe that I have great independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Director, Member Engagement and Community Outreach
AmeriHealth Caritas
11.2017 - Current
- Led cross-functional teams that consist of clinical/non-clinical staff in Delaware, Florida, and New Hampshire.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Collaborate with various organizations on sponsorships and donations to maintain yearly budget.
- Monitor and coordinate workflows to optimize resources.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Established departmental performance goals and provided feedback for underperforming areas.
- Recruit, hire, train, and guide managers to maintain high team productivity and performance metrics.
- Collaborate with legal, accounting, medical officers, and other professional teams to review and maintain compliance with regulations.
- Developed strategic partnerships with key stakeholders to expand the organization's reach and influence.
- Evaluate HEDIS outcomes using data-driven metrics, identifying areas for improvement and implementing targeted interventions.
- Represent the organization to the local public by giving presentations and speeches and participating in community events.
- Work closely with Executive leadership and Plan Presidents to guide operational strategy.
- Create promotional materials and provide insightful information to social media, websites, and print media to educate the public.
- Collaborate with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.
- Mentor employees for professional growth, fostering a high-performing culture that consistently achieved results.
- Champion a culture of continuous improvement, empowering employees to identify and address inefficiencies or areas for potential growth proactively.
Regional Customer Manager
Persante Health Care
05.2016 - 08.2017
- Provided leadership to 31 employees in Customer Service (Call Center)- 1 supervisor, 3 team leads, 1 Admin, and 27 CSRs.
- Enhanced client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed and implemented customer service policies and procedures.
- Conducted regular training sessions for team members to improve their skills in handling customer issues.
- Maximized revenue opportunities by upselling additional products or services during client interactions when appropriate.
- Managed department call volume of 300 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Streamlined customer service processes to reduce response times and increase efficiency.
Supervisor, Member & Provider Services
Highmark Health
11.2014 - 05.2016
- Monitored the performance and provided leadership to a staff of 25 Customer Advocates and 3 Team Leaders within a call center environment representing the State of Delaware.
- Evaluated employee performance and coached and trained to improve weak areas.
- Created successful work schedules for each team member to maintain deadlines and fully staffed shifts.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Generated reports detailing findings and recommendations.
- Researched and investigated member and/or provider complaints received from the Senior Executive Office.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Maintained compliance with company policies, objectives, and communication goals.
- Devised and implemented processes and procedures to streamline operations.
Communications Manager
Christiana Care Health System
02.2011 - 11.2014
- Provided leadership for a staff consisting of a Clinical RN Coordinator (Supervisor), 6 registered Triage Nurses, Operators, and 25 Patient Service Specialists within a 24/7 call center.
- Managed the communication department's $1.5 million annual budget.
- Implemented quality control measures for continuous improvement in operational efficiency and patient care.
- Led process improvement initiatives resulting in decreased wait times and increased efficiency throughout the clinic''s operations workflow.
- Implemented new technologies to improve data-driven decision-making capabilities within the organization, leading to more informed strategies for patient care improvements.
- Enhanced patient satisfaction by ensuring timely scheduling and appointment management.
- Facilitated communication between clinical staff and administration, fostering an environment of collaboration and teamwork.
- Promoted a culture of accountability by setting clear expectations for staff performance and providing constructive feedback on areas requiring improvement.
- Collaborated with healthcare professionals to develop comprehensive care plans for patients, improving overall health outcomes.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Managed and maintained paging system for Christiana and Wilmington hospital.
- Project Manager for consolidation of 17 medical center call centers and Endocrinology desk into one centralized location within the hospital.
- Skilled at working independently and collaboratively in a team environment.
Education
Associate of Science - Organizational Leadership
Wilmington University
New Castle, DE12.2024
Skills
- Administration
- Adobe streamline
- Avaya/CMS
- Benefits administration
- Budgeting
- Government Relations
- Employee Development
- Business intelligence
- Customer Satisfaction Enhancement
- Script review and revision
- Customer Service Management & Operations
- Customer Service Training
- Strategic Planning
- Cost-Reduction Strategies
- Policy Development and Enforcement
- Sales & Margin Improvement
- Operations Management
- Performance Improvement
- Call Center Operations
- Communication/Marketing Materials
- Health Insurance (Commercial/Medicaid/Medicare/International)
- Planning/Budgeting/Staffing
- Accounting/Finance/Underwriting
- Non-profit management
- ADHOC Reporting
- Quality Auditing
- Revenue Cycle
- New Business Implementation
- Logistical Planning
- Marketing Strategies
- Program Optimization
Affiliations
- Boys and Girls Club (Philadelphia)
- AmeriHealth Caritas DEI Employee Committee
- Nemours/AmeriHealth Caritas Community Investment Committee
Leadership Programs
Urban League of Philadelphia Leadership Program- Graduate 2022
AIM Leadership Program- Graduate 2019
Dale Carnegie Leadership Program- Graduate 2020
Executive Leadership Mentoring Program (Mentee) 2023
Leadership for Influence Mentoring Enterprise Program (Mentor)- Current
Timeline
Director, Member Engagement and Community Outreach
AmeriHealth Caritas
11.2017 - Current
Regional Customer Manager
Persante Health Care
05.2016 - 08.2017
Supervisor, Member & Provider Services
Highmark Health
11.2014 - 05.2016
Communications Manager
Christiana Care Health System
02.2011 - 11.2014
Associate of Science - Organizational Leadership
Wilmington University
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