Monica Moloughney
Grapevine,TX
Summary
Dynamic Disenrollment Navigator at Steward/Revere with expertise in operationalizing outreach and enhancing member engagement. Proven track record in interdepartmental collaboration and process mapping, leading to improved performance metrics. Skilled in Innovaccer and team leadership, I successfully launched impactful programs that elevated service quality and reduced rework.
Overview
9
9
years of professional experience
Work History
Disenrollment Navigator
Steward / Revere
Richardson, USA
03.2021 - Current
- Company Overview: Contact Center & Performance Operations
- Program ownership: Designed and launched the Welcome Calls program for new members, including intake criteria, scripting, call flows, troubleshooting guides, and success metrics.
- Built training plans, job aids, printable workflows/“flip books,” and P&Ps; delivered classes and side-by-side coaching.
- Quality & coaching: Established QA review forms, performed regular call calibrations, and delivered targeted coaching plans; tracked remediation and recognition with supervisors to lift engagement and consistency.
- Redetermination (RDT) operations: Partnered with data and clinical teams to operationalize Redetermination outreach from weekly MassHealth files; aligned Innovaccer protocols, mail/action date handling, scripting, and documentation standards.
- Interdepartmental collaboration: Worked with Care Management, Data, and Provider Relations to define handoffs (CareFinder scheduling, HRSN screening/closures, returned-mail workflows, inactive/active visual cues) and to standardize escalation paths.
- Reporting & KPIs: Built/maintained trackers and weekly dashboards covering call volume, reach/engagement, HRSN offer/complete rates, CareFinder outcomes, and QA scores; surfaced trends and recommended changes to scripts or staffing.
- Policy leadership: Contributed to policy/procedure committees; authored updates after platform changes (e.g., Innovaccer status indicators) and ensured compliance with MassHealth guidance and privacy/security expectations.
- People leadership: Mentored new hires and incumbents; led huddles, refreshers, and micro-trainings; assisted with interview screens; helped supervisors with PIPs/attendance documentation and recognition programs.
- Selected impact: Started a new-member Welcome Calls operating model that improved first-30-day engagement.
- Launched Revere's HRSN (Health-Related Social Needs) outbound campaign, building call scripts and workflows from the ground up.
- Reduced avoidable rework by creating clear PCP-change and secure email instructions for members and standard work for staff.
- Improved visibility by consolidating QA + KPI reporting, enabling faster course corrections and stronger performance management.
- Contact Center & Performance Operations
Loan Signing Agent
DFW Loan Signing Agent
Grapevine, USA
03.2017 - 03.2020
- Managed end-to-end loan document signings, educating diverse clients, and coordinating with lenders/title companies.
- Trained and supervised new agents; honed documentation accuracy, customer empathy, and deadline discipline.
- Coordinated communication between lenders, borrowers, and title companies.
- Reviewed documents for accuracy before client signatures.
Skills
- Program development
- Quality assurance
- Policy writing
- Process mapping
- Team leadership
- Interdepartmental collaboration
- Problem solving
Platforms
- Innovaccer
- Salesforce
- Athena
- MassHealth Virtual Gateway
- Five9 (or similar ACD/IVR)
- MS Excel/PowerPoint
- SharePoint
Timeline
Disenrollment Navigator
Steward / Revere
03.2021 - Current
Loan Signing Agent
DFW Loan Signing Agent
03.2017 - 03.2020