Pam Rawlins
Martinsville,IN
Summary
Seasoned Director of Operations offering 11+ years of experience in Project Management, SAFe Agile Product Delivery, Call Center Operations, Claims processing and Training. Successful in coordinating meetings and Projects, improving policies and procedures, streamlining daily functions and strengthening relationships with stakeholder.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Director Of Operations, Product Owner
Renaissance Life & Health Insurance Company
Indianapolis, Indiana
10.2007 - Current
- Developed process improvement initiatives to scale Customer Service and Billing processes.
- Built and deployed operational procedures and administrative systems to handle Billing, Call Center and Customer needs.
- Owned and prioritized Agile Team development backlog.
- Oversaw product deployments into pre-production and the rollout into production.
- Managed the implementation of new features by gathering and outlining acceptance and specifications.
- Collaborated with project stakeholders, product management, developers, quality assurance team members and business analysts.
Manager, Customer Service
Renaissance Life & Health Insurance Company
Indianapolis, Indiana
01.2011 - 02.2017
- Promoted continuous improvement by implementing project initiatives to optimize systems and to enhance customer self-service option.
- Supervised employees and assessed performances to determine coaching and training needs.
- Implemented new training programs for Customer Service Representatives and Operations team.
- Managed Customer Service training on all aspects of operating procedures and company services.
- Supervised daily activities, including inbound calls, correspondence and operational duties.
- Collaborated with Workforce planning to schedule and maintain optimal coverage and service levels.
- Developed department intranet site providing Knowledge Base and Training resources.
Health Claims Supervisor
CoreSource
Baltimore, MD
07.1994 - 05.1996
- Third Party Administrator of Health Insurance claims.
- Led a comprehensive medical claims processing training for new staff members.
- Managed a large volume of medical claims on a daily basis and ensured efficient processing.
- Paid or denied medical claims based upon established claims processing criteria.
- Created team with floating schedules allowing part-time employees to work when available.
- Evaluated the accuracy and quality of data entered into the claim processing system.
Education
Associate of Science - Banking And Finance
University Of Indianapolis
Indianapolis, IN1989
Skills
- Project planning and development
- Procedure development
- Stakeholder relations
- Business process improvement
- Reducing work hours
- Dedicated team player
Certification
- POPM SAFe® 4 Product Owner Product Manage license
- Licensed Insurance Producer - Accident and Health
Timeline
Manager, Customer Service
Renaissance Life & Health Insurance Company
01.2011 - 02.2017
Director Of Operations, Product Owner
Renaissance Life & Health Insurance Company
10.2007 - Current
Health Claims Supervisor
CoreSource
07.1994 - 05.1996
Associate of Science - Banking And Finance
University Of Indianapolis