Minerba Brehm
Castroville
Summary
To obtain a position in the capacity of leadership.
Contact center professional with extensive experience in managing and optimizing customer service operations. Adept at leading teams to meet performance goals and enhance customer satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.
Overview
21
21
years of professional experience
Work History
Contact Center Supervisor
Centene
San Antonio, TX
01.2016 - Current
- Currently overseeing Provider Escalation Team overseeing Medicare, Medicaid And Marketplace Medical and BH Claims.
- Coach team members to meet metrics (Quality, Production, AHT, Adherence, Attendance and Service Level)
- Compliance audits – perform, appeal and coach to ensure metrics met/exceeded.
- Monitor team managing offline task in contacting member/providers.
- Submit HR forms, manage administrative issues (associate issues, disciplinary matters, timekeeping, scheduling, training, one on one, conduct and administer annual evaluations, assist employees with career development and administer performance management
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Support team with escalated issues by communicating with both member/provider for issues such as: eligibility, benefits, prescription and claim information.
- Perform operational tasks to assure project and program service level requirements and goals met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis.
- Works on special projects as required for staff or self-development as well as meeting corporate and departmental goals and objectives.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resource
Operational Integrity Supervisor
SWBC
San Antonio, TX
01.2015 - 01.2016
- Develop, implement, and maintain production/quality standards billing team.
- Evaluate and audit performance for each employee.
- Administer corrective action plans and conduct monthly, bi-annually and yearly.
- Coordinate work activities with all levels of management and other departments.
- Analyze and advise upper management of personnel, work-flow issues, trends.
- Ensure processes compliant with contractual agreements state & federal.
Supervisor/Operational Manager
CGI Federal
San Antonio, TX
01.2013 - 01.2016
- Supported, Developed seven Medicare Secondary Contractor Supervisors.
- Develop, motivate, evaluate, and coach staff on daily task and performance goals.
- Analyzed data, reported to Medicare budget and status of monies for claims.
- Perform quality review of team member: call performance and evaluation of calls in accordance with established departmental policies and procedures
- Acts as first level contact for escalated calls and HR personal management issues
- Identify and resolve operational problems using defined processes and expertise.
- Coordinate work activities with all levels of management and other departments.
- Established guidelines for the department to meet Medicare Expectations
- Ensured attainment of department and corporate goals based on business and Reported finding to upper leadership and Medicare assist with various budgets and bids.
- Medicare Federal Contractors (ended 1/31/2016)
Customer Service Supervisor
Coventry Health Care
San Antonio, TX
01.2012 - 01.2013
- Coach team members to meet metrics (Quality, Production, AHT, Adherence, Attendance and Service Level)
- Quality audits – perform, appeal and coach to ensure metrics met/exceeded.
- Support to members, internal/external customers, and providers
- Submit HR forms, attendance, and payroll.
- Conduct performance reviews and administer corrective actions.
- Monitor production queues and supervisor queues.
Membership Operations Supervisor (2009-2012)
United HealthCare
San Antonio, TX
01.2006 - 01.2012
- Supervise and develop staff in enrollment, billing, reconciliation.
- Directly collaborated with Brokers on escalated enrollments, & commissions.
- Monitor staff adherence to company policies and department goal
- Reported & collected data to report / ensure we met Medicare TAT
- Conduct performance reviews, corrective actions, terminations / hiring
- Submit HR forms, attendance, and payroll.
- Quality audits – reviewed, rebuttal, coached to meet metrics.
- Monitor and coach departmental performance metrics
- Three years working enrollment/ disenrollment directly with brokers/sales agents.
- Customer Service Supervisor (2006-2009 UHC)
- Monitored 45+ customer service agents within call center insurance.
- Coordinate, supervise and accountable for daily activities of team.
- Coached team members to meet metrics (Quality, Production, AHT, Adherence, Attendance and Service Level)
- Provide coaching & feedback to team including corrective action plans.
- Support to members, internal/external customers, and providers
- Quality audits – reviewed, rebuttal, coached to meet metrics.
- Managed production call queue performed quality audit & rebuttals.
Education
B.A. - Human Resource Management
Ashford University
01-2014
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
- Employee engagement
- Quality assurance
- Training delivery
- Technical support
- Information tracking
- Timekeeping
- Employee motivation
- Reporting skills
- Training coordination
Timeline
Contact Center Supervisor
Centene
01.2016 - Current
Operational Integrity Supervisor
SWBC
01.2015 - 01.2016
Supervisor/Operational Manager
CGI Federal
01.2013 - 01.2016
Customer Service Supervisor
Coventry Health Care
01.2012 - 01.2013
Membership Operations Supervisor (2009-2012)
United HealthCare
01.2006 - 01.2012
B.A. - Human Resource Management
Ashford University
Experience
18+ years managing within customer service/call center environments servicing both member/providers within Medicare/ Medicaid / Other Health Plan products. My leadership experience has been to ensure teams exceed the goals and objectives through effective hiring, coaching, career development, performance management, conduct annual reviews and supervising the daily functions of the staff; as well as administer HR task (payroll, corrective actions, interviewing, hiring, career development). Worked as a supervisor in various departments: Member Service, Enrollment, Provider relations, Appeals & Grievance and Provider Claims. Rewarded for ensuring the team exceeded metrics and recognized for my leadership skills. Identified and provided VARIOUS ideas to enhance and improve our processes successfully. Lead different projects to include gathering, analyzing, developing, and creating policies & procedures to improve departmental goals.