Summary
Overview
Work History
Education
Skills
Software
Work Availability
Quote
Timeline
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Luci Degraff

Manager Of Operations
Kissimmee,FL

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

20
20
years of professional experience
4
4
years of post-secondary education

Work History

Manager of Operations

Change Healthcare
Orlando, FL
03.2011 - Current
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Managed staff of 12 employees in Florida and Texas.
  • Contributed to market growth from 4 to 9 customers.
  • Overall revenue growth from $9.2M to $19M-pre ACA.
  • Reviewed operations reports to understand numbers and trends.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Prepared annual budgets with controls to prevent overages.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Updated reports, managed accounts and generated reports for company database.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Evaluated employee records and productivity and submitted evaluation reports.

Resolution Specialist

Change Healthcare
Orlando, FL
03.2006 - 03.2011
  • Explained policy coverage, liability and denials to policyholders, lawyers and other involved parties.
  • Collected information about rejected claims and developed effective solutions.
  • Provided primary customer support to internal and external customers.
  • Trained staff on operating procedures and company services.
  • Recorded actions taken, issues resolved and verification information to effectively manage customer accounts.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Managed over 300 patients per month.
  • Increased approvals by 10%.

Eligibility Specialist

Florida Department Of Child And Family Services
Kissimmee, FL
12.2001 - 03.2006
  • Educated patients on eligibility and affordability options by offering insightful information.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Assessed information gleaned from interviews, educational and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
  • Interviewed applicants and explained scope of different available benefits.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Documented all communication with applicants and inputted information into system using FLORIDA.
  • Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
  • Coordinated referrals and direct support for 300 clients.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Managed processing of financial assistance and food stamp benefits applications
  • Handled 30 to 50 calls per day to address customer inquiries and concerns
  • Used Microsoft Word and other software tools to create documents and other communications

Education

Bachelor of Arts - Political Science

Brooklyn College of The City University of New York
Brooklyn, NY
09.1986 - 06.1990

Skills

  • Budgeting and forecasting
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Software

  • Excel
  • PowerPoint

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill

Timeline

Manager of Operations

Change Healthcare
03.2011 - Current

Resolution Specialist

Change Healthcare
03.2006 - 03.2011

Eligibility Specialist

Florida Department Of Child And Family Services
12.2001 - 03.2006

Bachelor of Arts - Political Science

Brooklyn College of The City University of New York
09.1986 - 06.1990

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Luci DegraffManager Of Operations