Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Michelle Thomas

EAGLE MOUNTAIN,Utah

Summary

Experienced Director of Member Services with strong background in enhancing member engagement and satisfaction. Skilled in team collaboration, communication, and strategic planning, with focus on achieving impactful results. Known for adaptability and reliable performance in dynamic environments, fostering positive and productive team culture. Adept at implementing efficient processes and resolving complex issues to drive continuous improvement.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Director of Member Services

GOHEALTH
07.2023 - Current
  • Serving as a Director of Member Services since July 2023
  • Served as an Associate Program Director from May 2021 – July 2023
  • Served as a Program Manager and Sr. Program Manager from January 2020 – May 2021
  • Served as a Team Manager from September 2018-December 2019
  • Collaborate with senior leadership, including C-suite executives, to help shape and execute Member Service strategies. Work to ensure that these strategies align with both departmental and organizational goals
  • Worked alongside the Senior Director and VP on implementing new processes, technologies, and initiatives by utilizing strategic thinking, adaptability, and ability to navigate complex organizational dynamics
  • Proactively analyzed performance trends and behavioral data across multiple sources to identify opportunities for improvement. Designed and maintain detailed Excel reports tracking key KPIs to deliver clear and actionable insights to support decision-making at all levels of leadership.
  • Designed and maintain detailed Excel reports tracking key KPIs, employee performance, and behaviors by consolidating data from multiple sources; delivered clear, actionable insights to support decision-making at all levels of leadership.
  • Lead and support a team of employees at varying levels, including Team Managers and Program Managers. Providing guidance and best practices to drive effective change management, frontline agent development, and adherence to policies and procedures.
  • Adept at running reporting in Five9, Creed, SmartSheet, and Zendesk to analyze trends and identify areas of opportunities. Use that data to provide insights on current processes and procedures, leading to process improvements

Staffing Manager

ROBERT HALF/OFFICETEAM
09.2016 - 08.2018
  • Partnered directly with hiring managers and human resources departments to identify and anticipate hiring needs
  • Identified, screened, and recruited qualified candidates for a variety of administrative positions
  • Conducted reference checks and coordinated hiring processes for hiring managers
  • Networked with businesses to identify business needs and promote services offered by Robert Half
  • Kept candidates and clients engaged throughout the onboarding process
  • Followed up frequently with active candidates to discuss assignments and satisfaction
  • Maintained an active client base, followed-up routinely to ensure their needs were met

Supervisor and Quality Assurance

COVENTRY HEALTH PLANS
12.2011 - 09.2016
  • Managed the day-to-day operations for the Provider Contact Center. Monitored stats to ensure representatives were on keeping on task and accounted for. Maintained appropriate staffing levels while factoring in absenteeism and scheduled time off
  • Collaborated with our Provider Relations department to ensure our provider groups are satisfied with current contracts
  • Coached to behaviors such as proper use of “after call work”, personal time usage, breaks and lunch overage, and cell phone usage on the floor. Also ran and analyzed reports, identified trends, coached and mentored my team of 15 direct reports
  • Was responsible for creating and driving the culture of the new department and maintaining employee engagement and retention

Skills

  • Performance evaluation of programs
  • Microsoft Office expertise
  • Innovative thinking abilities
  • Employee development
  • Leadership in diverse organizational levels
  • Customer care experience
  • Teamwork and collaboration
  • Data-driven decision making
  • Team engagement initiatives
  • Employee performance evaluation
  • Outstanding time management skills

Accomplishments

  • Played a key role in launching Employee Resource Groups. Served as a chair for GoWISE, the organization’s women’s group. Did so to promote inclusion and empowerment across all groups
  • Provided best practices on driving results for KPIs such as adherence, compliance, Care Action attachment rates, and other initiatives as needed. Held leaders accountable for the performance of their teams. As a result, my teams consistently have QA averages of 93% or above and an adherence of 85% or above
  • Facilitated the growth of the Member Services Telecare team in the Lindon office from the ground up. I started with the initial 15 agents to over 100 in the time span of a year and a half. Continued to focus on employee ramping through out. Conducted interviews and coordinating with internal partners as needed. Had high employee retention through the development and maintenance of a culture of engaged and supported agents
  • Served as the primary point of contact for a BPO vendor during the AEP season, leveraging strategic oversight to identify training gaps, compliance issues, and performance opportunities; provided clear guidance and action plans to drive improvements. Additionally, I acted in the same capacity wit

Certification

  • Active Licensed Health Insurance producer - Obtained October 2018

Timeline

Director of Member Services

GOHEALTH
07.2023 - Current

Staffing Manager

ROBERT HALF/OFFICETEAM
09.2016 - 08.2018

Supervisor and Quality Assurance

COVENTRY HEALTH PLANS
12.2011 - 09.2016

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Michelle Thomas