MARK HEMMRICH
Junction City,WI
Summary
Operations management leader with experience leading remote teams across healthcare collections and customer service. Drives recruiting, onboarding, performance monitoring, and client consultations. Improves training processes to sustain SLA targets while supporting team productivity and compliance with HIPAA, FDCPA, FCRA, and TCPA.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Operations Manager
HELVEY & ASSOCIATES
Warsaw, IN
2024.11 - 2026.08
- Managed a diverse portfolio of healthcare and utility clients, providing expert client consultation to optimize first-party payment services and account resolution while maintaining compliance with HIPAA, FDCPA, TCPA, FCRA and all other rules and regulations.
- I supervised remote operations across consumer collections and healthcare support functions, ensuring 100% adherence to client-specific protocols and regulatory standards.
- Recruited onboarded and coached top-tier talent to scale operational support, while maintaining strict compliance with state and federal financial regulations.
- Mentored and developed high-performing teams through performance monitoring and sales coaching, directly contributing to increased revenue for medical facility partners.
- Developed standards and procedures for quality assurance, KPIs and metrics to ensure SLAs were being maintained at all times.
- Implemented new onboarding protocols and training methods, achieving 50% reduction in onboarding time and enhancing team performance with Microsoft Office and Google Docs for documentation and training. Responsible for establishing and conducting 1on1 call monitoring and training for all team members at regular intervals to increase quality and effectiveness of calls.
- Facilitated virtual meetings with executive leadership and clients to review production metrics and drive strategic planning for continuous improvement.
Manager, Customer Service - Home Preservation, Loss Mitigation
DIGITAL RISK
Maitland, FL
2020.07 - 2024.04
- I led a dynamic team of up to 50 customer experience professionals, specializing in assisting borrowers impacted by the COVID crisis with forbearances, workouts, post forbearance options, and loan modifications.
- Achieved recognition as the ACE 2021 Team Winner for CEO Impact Deal of the Year, outperforming all performance categories and metrics in the Stagecoach division.
- Secured ACE 2021 Team Runner-up in the Client Champion category, acknowledging exemplary contributions and performance.
- Surpassed every Service Level Agreement (SLA) and performance metric set by the client and Digital Risk, while showcasing a commitment to excellence and exceeding expectations.
- Demonstrated unparalleled performance by exceeding all performance thresholds, both client and company, by over 100%.
- Consistently exceeded team standards for Net Promoter Score (NPS), reflecting a commitment to exceptional customer satisfaction.
- Conducted daily call reviews and huddles to ensure compliance with state and federal regulations and internal policies, enhancing team accountability.
- Served as client liaison, staying informed on client requirements, facilitating training for team members, and promoting a culture of continuous improvement.
- Delivered daily reports to team and client, contributing to the maintenance of high-level customer relationship management (CRM) metrics.
Manager, Collections / Asset Recovery / Fraud & BSA
CONNEXUS CREDIT UNION
Wausau, WI
2016.01 - 2018.10
- Managed remote-capable collections and asset recovery functions; implemented strategic planning that resulted in year-over-year delinquency reduction.
- Recruited and trained a specialized workforce for Fraud/BSA detection, conducting client consultations to mitigate risk and enhance loss mitigation strategies.
- Led a 30-person contact center team, providing mentorship and performance monitoring to ensure compliance with financial and insurance regulations.
- Developed departmental work instructions and disaster recovery protocols, ensuring business continuity for remote and on-site operations.
Manager, Healthcare Business Services / Community Care
REV CYCLE SOLUTIONS
Marshfield, WI
2001.08 - 2016.07
- Recruited and led the startup of a healthcare business office contact center, establishing the foundation for virtual client consultations and benefit education.
- Educated clients and healthcare partners through targeted sales presentations and site orientations, emphasizing supplemental insurance and optimizing revenue cycles.
- Partnered with IT to design and scale remote-friendly collections system, enhancing end-user functionality and facilitating scalable virtual client onboarding.
- Coached team members on customized Ontario Systems account management tools, improving workflow efficiency and performance monitoring.
Education
Some College (No Degree) - Computer Studies, Computer Studies
Mid-State Technical Institute
Stevens Point, WISkills
- Management & Remote Operations: Remote Team Management, Performance Monitoring, Recruiting, Virtual Meeting Facilitation, Strategic Planning, Time Management, Workforce Management, Operations Management
- Sales & Stakeholder Engagement: Operational Leadership, Client Consultation, Customer engagement, Relationship management, Training Development, Team Development, Coach
- Domain Expertise & Compliance: Health Benefits, Supplemental Insurance, Revenue cycle management, Financial Compliance, Regulatory Compliance, Consumer Protection, Data Privacy, Telecommunications Compliance, Fair Lending Practices, Consumer Financial Protection, Risk Assessment, Business Operations
- Technical Tools: Microsoft Office, Excel, Tableau, CRM & Analytics Platforms, NICE-IEX, Balto, Aspect, Nexidia, ADP, Paychex Flex, Auto-dialer Systems
- HIPAA compliance
- KPI management
- Quality assurance
- Remote operations
- Client onboarding
- Team leadership
- Process improvement
- Performance coaching
- Client relationship management
- Staff development
- Critical thinking
- Conflict resolution
- Team motivation
- Process optimization
- Stakeholder collaboration
- Workflow design
- Performance monitoring
- Problem-solving
- Operational efficiency
- Procedure development
- Staff development
- Operations monitoring
- Quality control
- Continuous improvement
- Policy implementation
- Performance management
- CRM management
Certification
Leadership Certification, Institute of Financial Education
Awards And Honors
ACE 2021 Team Winner — CEO Impact Deal of the Year, ACE 2021 Team Runner-Up — Client Champion, Key Holder / Disaster Response Team member (Connexus Credit Union)
Accomplishments
- • Achieved recognition as the ACE 2021 Team Winner for CEO Impact Deal of the Year, outperforming all performance categories and metrics in the Stagecoach division.
• Secured ACE 2021 Team Runner-up in the Client Champion category, acknowledging exemplary contribution and performance.
Timeline
Operations Manager
HELVEY & ASSOCIATES
2024.11 - 2026.08
Manager, Customer Service - Home Preservation, Loss Mitigation
DIGITAL RISK
2020.07 - 2024.04
Manager, Collections / Asset Recovery / Fraud & BSA
CONNEXUS CREDIT UNION
2016.01 - 2018.10
Manager, Healthcare Business Services / Community Care
REV CYCLE SOLUTIONS
2001.08 - 2016.07
Some College (No Degree) - Computer Studies, Computer Studies
Mid-State Technical Institute