Kimberly Bennett
Strategic Operations Analyst
O'Fallon,IL
Summary
Strategic Operations Analyst with an excellent track record in evaluation, design, and implementation of business processes. Actively and consistently improves processes to positively impact profit margins. Well-established data analysis experience.
Overview
10
10
years of professional experience
Work History
Strategic Operations Clinical Programs Analyst
Cohere Health
08.2021 - Current
- Created and maintained essential dynamic workflow tools in Google Sheets to improve efficiency of multiple work streams including contact center and clinical team.
- Trained intake supervisors, managers, and directors in the art of building effective, efficient, and respected teams.
- Provided comprehensive training to intake agents and nurses, emphasizing effective communication with new AI systems.
- Conducted in-depth research and data compilation for prospective clients, focusing on utilization management and procedure codes.
- Orchestrated the successful launch and management of an internal proprietary system for the clinical team.
- Proactively identified and implemented efficiency improvements for the proprietary system.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Cultivated and nurtured positive relationships with both clinical and intake teams.
- Delivered targeted training to supervisors on project implementation for continuous process improvement.
- Conducted multiple pilot programs for the product team, ensuring the viability and success of new builds.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated current processes to develop improvement plans.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
Process Improvement Manager
Modivcare
03.2019 - 08.2021
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Developed streamlined call script, which boosted productivity and saved money
- Created contract guide for over 150 contracts that allowed company to have universal agent who can take calls for any contract, optimizing workforce management's ability to skill agents effectively
- Process Improvement Team overhauled contact center telecom to improve caller experience and contact center efficiency. Project will achieve $18Mil in savings annually. Systems include IVA and IVR, Workforce Management, Quality Management, Performance Management, Post call survey, Automated Call Distribution and internal Gamification.
- Instituted text messaging campaign to reduce phone calls and have members utilize online reservation tool- increased from 2% utilization to 5%
- Developed and implemented performance based pay that drastically increased retention from 107% attrition to 7% attrition and increased productivity with team
- Evaluated impact of process change on overall operation and determined return on investment.
- Process Improvement Team created curriculum, approach and deployment for multiple national agent focused initiatives including “SMART Agent AHT” and “Project Catalyst” which helped increase productivity by 5% in Q4, 2018. Approx. $3.0M in FTE/yr.
Resource Management/ ACD Monitor Supervisor
LogistiCare
12.2016 - 03.2019
- Enhanced training programs to strengthen employee knowledge
- Redeveloped documentation for training
- Developed tool to provide quick analysis of agent productivity
- Supervised 20+ agents, including leadership team
- Managed numerous HR duties for employees
- Conducted interviews multiple times weekly with participants to assess eligibility
- Produced and updated documents, reports, and tracking spreadsheets using Teleopti, CMS, and in-house software.
- Configured hardware, devices and software to set up work stations for employees.
- Troubleshot and diagnosed problems to accurately resolve technical issues
Compliance and Reporting Specialist
LogistiCare
03.2014 - 12.2016
- Reduced a 60% compliance rating to 99% compliance rating with process changes
- Identified multiple cases of insurance and documentation fraud
- Streamlined data collection from broker clients
- Improved organizational filing systems for confidential records, resulting in improved accessibility and efficiency.
- Drastically improved accuracy of reports for state client, increasing communication and reducing tensions
- Reduced time to do reports by 99%
- Maintained wallboard to improve employee morale and give them needed daily information
Education
Master of Science - Human Resources Management
Lindenwood University
Saint Charles, MO03.2020
Bachelor of Arts - Creative Writing
Stephens College
Columbia, MO05.2008
Some College (No Degree) - Secondary Education/English/Philosophy
University of Missouri- St. Louis
St. LouisSkills
- Process improvement
- Identify out of the box processes
- Project organization
- Gap analysis
- Operations analysis
- Problem resolution
- Data analysis
- Spreadsheets
- Editing proficiency
- Impact profit margins
- Training and Development
- Develop Tools
References
Chris Morton
Director of Systems and Processes
623-606-7500
Gary Morris
Contact Center Director- LogistiCare
636-359-5125
Nicole Quezada
Director of Operations Transformation
623-703-7498
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Strategic Operations Clinical Programs Analyst
Cohere Health
08.2021 - Current
Process Improvement Manager
Modivcare
03.2019 - 08.2021
Resource Management/ ACD Monitor Supervisor
LogistiCare
12.2016 - 03.2019
Compliance and Reporting Specialist
LogistiCare
03.2014 - 12.2016
Master of Science - Human Resources Management
Lindenwood University
Bachelor of Arts - Creative Writing
Stephens College
Some College (No Degree) - Secondary Education/English/Philosophy
University of Missouri- St. Louis
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