Mercy Greene
Sacramento,CA
Summary
Administrative supervisor experienced in employee training and process improvement. Offers skills in resource management, knowledge of coaching tactics and background in administrative support. Looking to put knowledge and abilities to good use in supervisory position focused on building valuable teams.
Overview
16
16
years of professional experience
Work History
CORE Authorizations Supervisor
CVS Health/Coram Infusions Specialty
Sacramento, CA
07.2021 - Current
- Supervise team of 13+ authorization specialist who handled requests for home infusion patients with commercial and government insurance plans, navigating various payer portals to submit requests and other ancillary intake tasks.
- Maintained cohesive and high performing team building rapport with internal departments and payers to increase efficiency and meet mutual goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
QA Coordinator, CS Team Lead
CVS Health/Coram Infusions Specialty
Rancho Cordova, CA
03.2018 - 07.2021
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Served as dedicated SME in area of expertise, held trainings, and maintained department's escalations recommending response efforts, responded to over 50 emails per day.
- Coached new and existing team members on service techniques and provided scoring through quality assurance program.
- Identified and designed QA training curricula, prioritizing historical feedback findings to shape future educational efforts.
Medical Authorizations Team Lead
CVS Health/Coram Infusions Specialty
Rancho Cordova, CA
06.2016 - 03.2018
- Performed SME in Authorizations and ACO department for dedicated pharmacies servicing patients with multiple commercial, government, Medicaid, and Medicare health plans, which consisted of 18+ dedicated team representatives.
- Audited team performance and compliance with department operational and policy standards.
- Employee of first quarter 2016 award for accountability, meticulous, dependability and great collaborator.
Customer Service Specialist
CVS Health/Coram Infusions Specialty
Rancho Cordova, CA
12.2013 - 06.2016
- Beginning role of Insurance Benefits Verification, then Add Change specialist exclusively for commercial and government payers, obtaining benefits and coverage details, and medical records pertinent to determine medical necessity for patients to receive home infusion services, communicating approval or denials with patient and pharmacy.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Received in 2014 high impact award for performance and achievements.
Supervisor, Customer Service and QA Project Manager
ActiveHealth Management
Chantilly, VA
02.2006 - 08.2013
- Beginning role as UM Ancillary Intake Specialist, moved up to Supervisor of Customer Service, and exit role of QA Project Manager.
- Successfully managed staff operations of team 15+ Intake specialist, applied strong leadership talents and problem-solving skills to maintain team efficiency, organized workflows to maintain high productivity performance, created successful work schedules for each team member to maintain deadlines and full staff shifts, and to meet department goals.
- Served as project coordinator for quality audits done for UM Ancillary Intake staff. Drafted reports on quality verification activity outcomes, presenting findings to decision-makers and recommending response efforts.
- Earned Best Ambassador for strategic quality initiatives which resulted in improved operational efficiency and reduced operational errors
Education
Master of Science - Environmental Systems Engineering
Humboldt State University
Arcata, CA05.1999
Skills
- Microsoft Office, SharePoint, Epic, Salesforce, Internet
- Problem solving and critical thinker
- Multitasker: able to manage time and prioritize tasks
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Customer Needs Assessments
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Administration and Reporting
- HIPPA, Medicaid and Medicare Trained
- Medical terminology and coding
- Effective communicator
Reading, TV, Sports
Reading: Futuristic and Spy Thrillers
TV: HGTV, Food Network
Sports: NASCAR, Basketball
Timeline
CORE Authorizations Supervisor
CVS Health/Coram Infusions Specialty
07.2021 - Current
QA Coordinator, CS Team Lead
CVS Health/Coram Infusions Specialty
03.2018 - 07.2021
Medical Authorizations Team Lead
CVS Health/Coram Infusions Specialty
06.2016 - 03.2018
Customer Service Specialist
CVS Health/Coram Infusions Specialty
12.2013 - 06.2016
Supervisor, Customer Service and QA Project Manager
ActiveHealth Management
02.2006 - 08.2013
Master of Science - Environmental Systems Engineering
Humboldt State University
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