Patricia Sorrell
Chesapeake,VA
Summary
Strategic operations expert specializing in data analysis and process improvement. Skilled in streamlining workflows to enhance efficiency and support data-driven decisions. Proficient in cross-functional collaboration and problem-solving, driving operational efficiency and enhancing service delivery through innovative solutions.
Overview
14
14
years of professional experience
Work History
Operations Expert/Data Analyst
Elevance Health
Norfolk, Virginia
08.2024 - Current
- Evaluated current systems to determine where improvements could be made.
- Maintained up-to-date knowledge of industry trends, regulations, and best practices.
- Coordinated daily operations to optimize workflow efficiency within healthcare team, resulting in streamlined processes.
- Developed detailed reports to track progress against goals and objectives, facilitating informed decision-making.
- Implemented innovative solutions for streamlining business processes.
- Organized meetings with key personnel to discuss progress towards objectives.
- Analyzed data to assess performance and identify areas of potential growth.
- Analyzed key performance indicators to identify effective strategies.
- Analyzed data trends to identify opportunities for improving healthcare services, contributing to enhanced patient care.
- Developed reports using Excel and SQL for stakeholder presentations.
- Collaborated with cross-functional teams to gather data requirements.
- Assisted in creating dashboards to visualize key performance indicators.
- Conducted data validation to ensure accuracy and reliability of information.
- Participated in meetings to discuss findings and provide insights.
- Utilized statistical software to perform data analysis and modeling tasks.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Generated reports and obtained data to develop analytics on key performance and operational metrics.
- Worked with internal teams to understand business needs and changing strategies.
- Utilized advanced analytics tools such as SAS, SPSS, Excel PowerPivot, to manipulate large volumes of structured and unstructured data sets.
Operations Expert/ PCA Team Lead
Elevance Health
Norfolk, Virginia
05.2024 - 08.2024
- Coordinated daily operational activities to streamline workflow.
- Facilitated interdepartmental communication to improve operational collaboration.
- Created process documentation and trained staff on new systems.
- Monitored employee performance and addressed performance issues through targeted corrective actions.
- Analyzed data to assess performance and identify areas of potential growth.
- Developed and monitored policies related to operational procedures.
- Improved operational efficiency by optimizing and automating business processes.
- Streamlined training and operations through modification of SOPs.
Customer Care Manager
Elevance Health
Norfolk, Virginia
07.2023 - 10.2023
- Coordinated cross-departmental efforts to resolve customer concerns promptly.
- Implemented strategies to streamline response times and improve service efficiency.
- Streamlined customer service processes, reducing wait times for customers.
- Assessed customer feedback to identify areas for improvement in service delivery.
- Actively participated in team meetings to discuss current projects or initiatives.
- Evaluated existing processes and procedures for efficiency improvements.
- Generated reports on key performance indicators, highlighting response times and resolution rates.
- Monitored call volumes and adjusted staffing levels accordingly.
Health Program Representative Lead
Elevance Health
Virginia Beach, Virginia
07.2016 - 07.2023
- Developed and implemented health initiatives tailored for diverse populations.
- Collaborated with cross-functional teams to enhance program delivery and efficiency.
- Conducted outreach activities that increased community awareness and participation in health programs.
- Maintained accurate records of member interactions, enhancing tracking of program participation and outcomes.
- Provided training to new staff on program protocols and procedures.
- Analyzed member feedback to improve service offerings and member satisfaction.
- Assisted in developing strategies for addressing gaps in service delivery across multiple locations.
- Developed health program materials for use by medical staff and patients.
- Created training documents to educate healthcare professionals on new health programs.
- Prepared presentations outlining key objectives of various health programs.
- Provided customer service to clients in person and via telephone, responding to inquiries and complaints.
- Assisted with the development of new health programs, initiatives, processes, and procedures.
- Facilitated communication between internal teams working on different aspects of a given project.
- Analyzed statistical data from surveys conducted on behalf of the organization.
- Provided technical assistance to healthcare providers using newly implemented systems or technologies.
- Drafted policy documents relating to specific healthcare issues or topics.
- Participated in conferences focusing on current trends in the healthcare industry.
- Evaluated existing health program data for accuracy and completeness.
- Compiled reports summarizing project progress and results.
- Assisted individuals with navigating health care systems, appointments and classes.
- Created and oversaw training courses focused on team and community education.
Health Program Representative
Elevance Health
Virginia Beach, Virginia
01.2015 - 01.2016
- Educated members on health program benefits and services, enhancing their understanding and access to resources.
- Coordinated health outreach initiatives, increasing community engagement and wellness participation.
- Managed member inquiries and resolved issues promptly and effectively.
- Answered calls and provided information on advocacy services, effectively addressing member needs and concerns.
Customer Service Representative
Elevance Health
Virginia Beach, Virginia
01.2012 - 01.2015
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints, enhancing satisfaction and contributing to customer retention.
- Delivered knowledgeable and friendly service, promoting high levels of customer satisfaction through effective problem resolution.
- Educated clients on policy benefits and coverage options effectively.
- Engaged customers in conversation to uncover needs, resolve issues, and provide accurate product information.
- Assisted customers with inquiries about health plans and services.
- Provided timely follow-up on outstanding issues to enhance service quality.
- Trained new representatives on company protocols and customer service techniques.
- Developed positive relationships with customers through friendly interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Arts - Hospitality And Tourism Management
Norfolk State University
Norfolk, VA05-2005
Associate of Arts - Culinary Arts
Tidewater Community College
Norfolk, VA12-2003
Skills
- Data analysis
- SQL reporting
- Dashboard creation
- Statistical modeling
- Performance analytics
- Process improvement
- Process optimization
- Operations management
- Performance monitoring
- Cross-functional team leadership
- Cross-functional collaboration
- Customer relationship management
- Problem solving
- Adaptability
- Decision-making
- Team leadership
- Time management
- Organizational skills
- Teamwork and collaboration
- Workforce development
- Attention to detail
Timeline
Operations Expert/Data Analyst
Elevance Health
08.2024 - Current
Operations Expert/ PCA Team Lead
Elevance Health
05.2024 - 08.2024
Customer Care Manager
Elevance Health
07.2023 - 10.2023
Health Program Representative Lead
Elevance Health
07.2016 - 07.2023
Health Program Representative
Elevance Health
01.2015 - 01.2016
Customer Service Representative
Elevance Health
01.2012 - 01.2015
Bachelor of Arts - Hospitality And Tourism Management
Norfolk State University
Associate of Arts - Culinary Arts
Tidewater Community College