Michael T. Stansberry
Shepherdsville,KY
Summary
Experienced Assistant Director adept at managing and overseeing business operations. Skilled in setting goals, implementing policies, training staff, and monitoring administrative functions. Known for organizing and solving problems with analytical precision. Recognized for cultivating strong customer relationships.
Overview
25
25
years of professional experience
Work History
Associate Director
Humana
Louisville, KY
02.2020 - Current
- Provide oversight for omni-channel customer service operations supporting provider payment integrity initiatives – 100,000+ contacts per month.
- Guide blended on and offshore operations team of approximately 500 full-time associates to ensure a timely response to provider inquiries in alignment with internal and external policy requirements.
- Lead team designed to continuously review and enhance processes and procedures to improve efficiency.
- Developed operational transparency reports for senior-level leadership for improved visibility to metrics and inventory.
- Ongoing engagement to improve the consumer experience through reduced turnaround time and improved accuracy on inquiry response.
- Plan and manage annual budget, as well as cost savings initiatives.
- Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
Operations Manager
Humana
Louisville, KY
01.2015 - 01.2020
- Oversee day-to-day operations and long term planning to validate and update member-facing provider demographic information.
- Manage multiple vendor relationships to ensure compliance with contractual agreements, invoicing, production, quality, and process improvement.
- Established outbound call process to validate provider demographic information, resulting in 3.2M completed calls in the last two years.
- Developed an auditing process to test and determine the accuracy of the provider directory.
- Assisted with the design and implementation of a quarterly outreach project to over one million physicians to maintain compliance with requirements from the Centers for Medicare and Medicaid Services (CMS).
- Worked with multiple vendors to ensure that all communications were delivered on time, and that all responses were tracked and updates completed timely.
- Established processes to improve quality and ensure consistent and efficient utilization of systems.
Process Consultant
Humana
Louisville, KY
01.2013 - 01.2015
- Work collaboratively with operations leadership, workforce management, IT, and other operational areas to ensure proper flow of communication, process improvement and training
- Assist with process updates for new or updated TRICARE policies from contract modifications
- Serve on design and implementation team for development and transition to new customer service documentation system and information portal, including testing, communication, and assist with training
- Ongoing collaboration with IT for enhancements to existing tools and applications
- Assist with redesign of the interactive voice response (IVR) system to improve proper call routing and self-service functionality
- Serve as Project Lead for Service Model Transformation project, currently achieving $400k in annual savings and assisting on other projects currently achieving $3-4M in annual savings
- Create and deliver departmental communications for process updates, education, benefit clarification, etc
- Research complex beneficiary and provider issues, including benefits, claims, referrals, etc
- Create, manage and review Policy and Procedure documents utilized to ensure compliance to contractual requirements and government regulations
- Maintained DOD security clearance
Operations Manager
Humana
Louisville, KY
01.2007 - 01.2013
- Managed day-to-day operations of contact center leading eight supervisors and 140 frontline associates who handled inbound and outbound customer service and a documentation retrieval process
- Provided coaching and development to both management and frontline staff
- Led continuous process improvement efforts to improve return rates on contractually required medical records
- Assisted with design and implementation for new tools for pursuing contractually-required appointment information and consultation records
- Reported monthly performance metrics to internal and external customers
- Developed and implemented the transition plan of contractual requirement to ownership by Military Treatment Facilities, including training on processes and managing the transfer of workload
- Integrated written correspondence teams into Contact Center, leading process improvement to reduce the need for paper files and streamline workflow
- Established relationships throughout all of levels Humana Government enterprise and with government customers to improve timely and accurate issue resolution
Frontline Leader
Humana
Louisville, KY
01.2004 - 01.2007
- Managed individual performance for a team of 15-17 frontline associates delivering customer service for TRICARE beneficiaries
- Implemented coaching plans to improve individual performance and behavioral competencies
- Supported customer escalations and issue resolution
- Worked on collaborative teams to improve quality monitoring process to ensure contractual requirements were achieved
Call Center Supervisor
UPS Supply Chain Solutions
Louisville, KY
01.2000 - 01.2004
- Managed 24/7 Call Center Operations, providing replacement part order support for technology manufacturing
- Managed staff scheduling, individual and department performance metrics, and supported company wide initiatives
- Developed service level improvement plans to ensure timely and accurate customer service
- Researched and resolved inventory and delivery issues
Education
Bachelors of Science - Business Administration
Indiana Wesleyan University
01.2011
Skills
- Microsoft Office
- Contact Center Management
- Telecom and WFM systems
- Leadership
- Communication
- Organizational Development
- Operations Management
- Onboarding and training
- Process Improvement
- Coaching and Mentoring
- Critical Thinking
- Decision-Making
Timeline
Associate Director
Humana
02.2020 - Current
Operations Manager
Humana
01.2015 - 01.2020
Process Consultant
Humana
01.2013 - 01.2015
Operations Manager
Humana
01.2007 - 01.2013
Frontline Leader
Humana
01.2004 - 01.2007
Call Center Supervisor
UPS Supply Chain Solutions
01.2000 - 01.2004
Bachelors of Science - Business Administration
Indiana Wesleyan University
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