DIRECTOR
CVS HEALTH CORPORATION
Tampa, FL
09.2022 - Current
- Pioneered the creation of a specialized call center focused on proactively assessing and addressing the social risk needs of Medicaid recipients and increasing care gap closure.
- Programmed and deployed an outbound dialing system, optimizing workload distribution across call operations delivering 4:1 FTE cost savings.
- Created all call scripts, process flows and job aids to support standardized practices.
- Developed a targeted audit process for the call center, resulting in a 99.4% call quality average over a two year span.
- Designed a tool to evaluate agent effectiveness and member satisfaction, leading to a 98.7% satisfaction rate over a two-year period.
- Developed innovative strategies with cross-functional teams to integrate call center solutions into existing processes.
- Identified potential risks in advance and executed mitigation strategies to reduce member/market abrasion and to ensure regulatory compliance.
- Established process controls and all metric requirements for the call center.
- Defined reporting requirements to support call center strategy, share metrics with key stakeholders and drive improvement.
- Implemented employee incentive initiatives to increase productivity and positively impact employee engagement.
- Managed a budget of over $2.2 million.
- Implemented focus groups, employee engagement committee, newsletters, competitions, and mentorship program to enhance employee satisfaction.
- Increased intervention success by aligning with Care Management to aid Medicaid members identified through REACH team assessments.
- Created temporary database to mitigate non-compliance risks for internal partner.