Pearl Perry
Springfield ,TN
Summary
Extensive years of in-depth experience in Customer Service and Healthcare which improved customer satisfaction, increased associate engagement, decreased overall associate turnover, and increased overall revenue. A leader in managing cross company team efforts through effective communication, active listening skills, mentoring and motivation resulting in consistent performance of key initiatives.
Overview
8
8
years of professional experience
Work History
Operations Manager, Customer Experience
Elevance Health
06.2023 - 09.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed team of Patient Engagement Specialists to surpass scheduling goals.
- Developed and implement scheduling strategies, trainings and coaching for the PES team and develop and maintain strong relationships with other
clinical departments across the company. - Evaluated scheduling processes continuously using data to identify improvement opportunities.
- Oversaw staffing and performance reviews for team.
- Develop and monitor staff schedules to support business needs and exceed goals and targets.
- Provide intra-day monitoring of service levels and other KPIs, adjusting KIP team allocation as necessary and Payroll.
- Support development of training and closely monitor onboarding for new team members.
- Create, manipulate, and leverage standard reports to understand trends, speak to team performance, and identify improvement opportunities.
- Support development of new reports to further enhance business outcomes and team growth
Operations Expert
Elevance Health
08.2021 - 06.2023
- Company Overview: affiliate of Elevance Health - National Patient Contact Center
- Review daily, weekly, and monthly reports to support patient enrollment services, monitored workflow for team members
- Conducted monthly 1:1 with PES to provide feedback to increase knowledge and improve upon metrics
- Conducted orientation for PES new hires
- Created content and conducted monthly PES meetings for the team
- Supported a total of 50 Nurse Practitioners and 3 Clinical Directors to ensure all calendars for the Nurse Practitioners were scheduled correctly based on the needs of the business
- Worked with all PES Managers and Operations Experts to create content for the Monthly PES and Monthly All Hands PES meetings
- Collaborated with training department to update training material for Patient Enrollment Specialists
- Collaborated with PES team to improve training sessions for quality call scores and initial visit scheduling.
- Performed management duties while manager was on PTO to include the following: clinical meetings, quality assurance disputes and coaching emails, responded to direct patient referrals, onboarding classes, care team assignments and responded to questions and email from our director
- Affiliate of Elevance Health - National Patient Contact Center
- Outbound and inbound calls to schedule visits
Enrollment Specialist III
Aspire
10.2016 - 08.2021
- Company Overview: affiliate of Elevance Health - National Patient Contact Center
- Responsible for new patient acquisition to drive potential growth for the organization
- Responsible for 70 outbound calls a day to introduce and enroll prospective patients to Aspire Healthcare's palliative services
- Support multiple enrollment programs to include Telehealth, Commercial, High-Risk Care, Home Palliative Care and Total Health-Total You
- To ensure potential patients receive a detailed explanation of Aspire services and schedules initial visits with APP's and coordinated schedule changes for patients
- Used multiple computer programs simultaneously to support patient inquiries and performed data entry into computer system with patient updates
- Responded to inbound call patient inquiries, written patient inquires via text, chat and email
- Utilized multiple software programs to complete duties such as Microsoft Office: Word, Excel, PowerPoint, Outlook, OneNote, Teams and SharePoint
- Collaborate with Team Lead and Manager on process efficiencies regarding referrals for outbound calls to patients, auto dialer pilot, and use of dashboards to streamline processes
- Back up support for Team Lead when unavailable or on PTO
- Affiliate of Elevance Health - National Patient Contact Center
Education
High School Diploma -
Dyer County High School
Newbern, TN05-1988
Skills
- Complex Problem-Solving
- Process Improvement
- Data Entry
- Performance Monitoring and Evaluation
- Partnerships and Affiliations
- Strategic Planning
- Policy Development and Enforcement
- Regulatory Compliance
- Relationship and Team Building
- Leadership and People Development
- Workforce management
- Training and Development of processes and individuals
Professional Highlights
- Utilized peer training to encourage creative and strategic thinking among new associates which decreased overall turnover.
- Developed promotional incentives for associates while maintaining profitability.
- Increased productivity by 10% through improved business processes.
- Established shared services teams for learning and development, analytics and process improvement to support the Operations division with in the company.
- Strong advocate to continuously improve organization culture and talent.
Accomplishments
- Promotion to Senior Patient Enrollment Specialist for regularly reaching goals and excelling in customer satisfaction.
- Received a second promotion to First Master Patient Enrollment Specialist for excelling in current position.
- Received both monthly and yearly Aspiring for Greatness Awards as voted upon by peers and management.
- Promotion to Team Lead
- Promotion to Manager
Timeline
Operations Manager, Customer Experience
Elevance Health
06.2023 - 09.2024
Operations Expert
Elevance Health
08.2021 - 06.2023
Enrollment Specialist III
Aspire
10.2016 - 08.2021
High School Diploma -
Dyer County High School
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