Matilda Burton Glenn
Wendell,NC
Summary
Dynamic manager with expertise in project management, operational efficiency, and team leadership. Proven track record in enhancing customer satisfaction through strategic initiatives and streamlined workflows.
Overview
23
23
years of professional experience
Work History
Manager
Blue Cross NC
Durham, NC
12.2019 - Current
- Develop and implement strategic initiatives to improve member engagement and satisfaction.
- Oversee project management efforts, ensuring timely delivery of key objectives and milestones.
- Analyze performance metrics to identify areas for improvement and drive data-informed decisions.
- Collaborate with stakeholders to align organizational goals with operational strategies.
- Spearhead training programs focused on best practices in customer service and compliance standards.
- Manage and motivate employees to be productive and engaged in work.
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Develop a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieve departmental goals by developing and executing strategic plans and performance metrics.
- Streamline workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Boosts employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluate employee performance and convey constructive feedback to improve skills/performance.
- Define clear goals and objectives and communicated to other team members.
Team Leader Pharmacy UM
Blue Cross NC
Durham, NC
09.2003 - 12.2019
- Supported divisional strategies and assists with departmental implementation activities to produce favorable medical expense, operational efficiencies, and group and member satisfaction.
- Maintained awareness of trends, developments, and governmental regulations in managed health care organizations and product line(s) under leadership purview.
- collaborated with the team responsible for the ongoing process of designing and setting up pharmacy benefits for Commercial line of business, with emphasis on ASO custom requirements
- Acted as a process and technical resource for team members, providing assistance and guidance on pharmacy policies, work processes and procedures.
- Identifies trends, determined root causes, acted to resolve issues and initiates necessary process and procedural changes.
- Works with key internal and external stakeholders to understand the impacts of program changes on operational requirements and other business functions.
- Ensured the team was compliant with applicable state and federal regulations, facilitating resolution of compliance issues from an operational perspective.
- Assisted management with of day-to-day operations of pharmacy benefits manager and other related vendors to meet the needs of the membership and remain responsive to the company’s needs to achieve customer expectations and financial and performance targets.
- Facilitated collaboration with internal business partners and the PBM to identify and mitigate any issues impeding the delivery of excellent service to the customer population
- Supported implementation of new operational initiatives and modifications to current programs and processes to improve the company’s competitive position.
- Supported leadership/corporate project teams in project planning, designing and implementing innovative solutions around benefit management
- Demonstrated leadership skills with experience leading people and/or projects/programs.
Education
Bachelor of Science - Business Administration And Management
N.C.A&T State University
Greensboro, NC08-1991
Skills
- Sharepoint/Sales Force
- leadership/People Management
- Inventory Management /Time management
- Conflict Resolution
- Genesys Workforce Software
- Call Center Management of Remote Staff
- Strong solving ability
- Microsoft Office Suite
- Utilization Management Pharmacy and Medical
Timeline
Manager
Blue Cross NC
12.2019 - Current
Team Leader Pharmacy UM
Blue Cross NC
09.2003 - 12.2019
Bachelor of Science - Business Administration And Management
N.C.A&T State University