Kristina Wade
Columbus,OH
Summary
Creative and visionary servant leader with progressive experience driving multi functional teams to achieve operational excellence. Experienced in turning low-performing organizations into top revenue producers.
Overview
19
19
years of professional experience
Work History
Director-COB Operations
Gainwell Technologies
11.2022 - Current
- Directed daily operations of the shared services division, consisting of portals and automation, call center, vendor management, intake, training, and check posting
- Engaged clients across the United States to streamline and improve call center and check processing functions, and to offer and implement the Solaris Plus portal
- Spearheaded the creation of improved case management training, including new hire orientation, ad hoc training, and customer service training using a combination of instructor-led and user-based training modules
- Developed and led multiple strategic initiatives successfully to improve organizational effectiveness across the entire organization
- Created innovative solutions for complex organization problems, directly resulting in increased efficiency and profitability
- Sponsored multiple projects to engage leadership and improve operational performance.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Senior Operations Manager, Casualty East Region
HMS, A Gainwell Technologies Company
06.2019 - 10.2022
- Directed daily operations of a casualty subrogation division across eight states and nine distinct government contracts
- Revamped daily operations of casualty as a whole by developing a case ownership workflow model which was deployed across the United States with exceptional results
- Drastically improved revenue in the east region by consistently exceeding a ten million dollar revenue goal annually
- Facilitated organizational change across contracts to ensure optimization of workflows and KPIs
- Developed presentations for clients and the account management team highlighting the success of operational improvements
- Improved leadership talent across the organization by hiring, mentoring, and training new leaders
- Fostered an environment of inclusivity and diversity by working cross-functionally with different teams to drive results.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
Operations Manager, Aetna One Advocacy
Aetna Inc, A CVS CareMark Company
04.2018 - 05.2019
- Developed a new Aetna One Advocate team for three high touch national clients, consisting of 19 service advocates and 1 client advocate from the ground up
- Created and implemented processes and procedures to ensure quality goals for compliance, advocacy, and service excellence were surpassed
- Orchestrated onboarding and integration of new advocates onto the team
- Partnered with clinical leadership, workforce management, account management, and implementations to ensure successful onboarding of three new national client accounts
- Fostered collaboration between clinical teams and service advocates to ensure an optimal advocate experience for members
- Participated in prospective client presentations to highlight the value of the Aetna One Advocate model
- Achieved a 98% quality advocacy score month over month.
State Fund Manager
CareWorks of Ohio
02.2008 - 03.2018
- Managed claims management and service excellence processes for State Fund Team 8, consisting of 10 clinical staff and 14 non-clinical support staff
- Directed multiple complex team workflows to ensure compliance with Ohio BWC policy and procedure and URAC accreditation standards
- Ensured that quality and productivity standards were met through quality reviews, evaluating team performance standards, and case load reviews
- Achieved a 97% customer retention goal consistently across each open enrollment period
- Conducted weekly client conference calls and attended client meetings across the state of Ohio to ensure that operational processes were aligned with client needs
- Developed existing talent for leadership roles and hired new talent into the organization.
Utilization Management Supervisor
CareWorks of Ohio
01.2005 - 01.2008
- Supervised daily operations of the utilization management team, consisting of 15 clinical staff and 17 non-clinical support staff
- Evaluated complex processes and workflows to ensure quality and production standards were met consistently
- Compiled productivity and accuracy statistics for senior leadership on a weekly basis, and proactively addressed any areas of concern
- Hired and developed non-clinical staff, conducting mentoring, coaching, and disciplinary action sessions as needed.
Education
Master of Business Administration -
Franklin University
Columbus05.2019
Bachelor of Arts -
The Ohio State University
Columbus, OH12.2000
Skills
- Operational Excellence
- Client Relations
- Product Ownership
- Team Building
- Business Development
- Contract Management
- Business Administration
- Staff Development
- Corporate Training and Development
Civic Engagement
- PFLAG Columbus, President of the Board, Coordinate community advocacy initiatives and run a monthly support group.
- Mozaic, Volunteer Yoga and Mindfulness Instructor
References
- Ann LoPiccolo, Director of Operations, 480-242-2918, Ann.LoPiccolo@Gainwelltechnologies.com
- Jennifer Friend, CEO Workforce Solutions, 614-408-8341, JenniferFriend12@gmail.com
Timeline
Director-COB Operations
Gainwell Technologies
11.2022 - Current
Senior Operations Manager, Casualty East Region
HMS, A Gainwell Technologies Company
06.2019 - 10.2022
Operations Manager, Aetna One Advocacy
Aetna Inc, A CVS CareMark Company
04.2018 - 05.2019
State Fund Manager
CareWorks of Ohio
02.2008 - 03.2018
Utilization Management Supervisor
CareWorks of Ohio
01.2005 - 01.2008
Master of Business Administration -
Franklin University
Bachelor of Arts -
The Ohio State University
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