Accomplished Operations Manager with a proven track record at West Corporation, enhancing efficiency and optimizing processes through expert data analytics and effective operations management. Skilled in leading cross-functional teams and driving organizational change, significantly improving key performance indicators and stakeholder relations.
Overview
29
29
years of professional experience
Work History
Senior Business Process Analysts
Optum Insight
01.2023 - Current
Designed and developed multiple levels of reporting for management and directors to provide insight into operational key performance indicators
Review productivity and quality trends impacted by scoring among the teams, identified variances, and implemented initiative-taking solutions to mitigate risk
Built database scripts and created unique business tools using excel to assist with managing execution of Quality taskings
The analyses generated helped optimize turnaround times for additional coaching, identify gaps in processes, and incorporate feedback from operational, financial and QA reports, to improve performance
Created Standard Operating Procedures and Job Aid controls the technical processes within the organization
Designed reports utilizing SQL, Excel, Access, and Tableau
Reporting created were utilized to track inventory and production trends
Train and mentor new supervisors with daily reports and responsibilities
Manage team workflow to avoid possible negative impacts for stakeholders
Participated in continued training above required courses
Manage the production team by utilizing reporting and HR policies to ensure legal compliance, production goal and employee interactions
Built database scripts and created unique business tools utilizing excel to assist with managing inventory and deadlines
Assisted in identifying gaps in coding processes, and incorporate feedback from operational, financial and QA reports, to improve performance
Authorized training manuals/job aids to support supervisors and the personnel assigned to their teams
Created Standard Operating Procedures and Job Aid controls the technical processes within the organization including Chart Operations
Operations Manager – United Health Care Call Center
West Corporation
Huntsville, USA
01.2006 - 01.2013
Manage a team of two hundred individuals for an inbound telephone call center for healthcare insurance claims and benefits
Monitored customer quality goals and investigated issues with customer inquiries, complaints regarding customer service, and provider surveys
Trained customer service agents in corporate protocols for job duties adding interpersonal and people soft skills
Designed and implemented monthly, quarterly, and yearly reports for departmental key performance indicators
This was utilized in senior staff and client presentations
Worked with management and IT to review and implement new software to include innovative programs and potential new clients
Managed departmental budget including headcount, forecasting, payroll, and overtime allotment
Insurance Support Representative - Consultant
Huntsville Hospital
Huntsville, USA
01.2006 - 12.2006
Hired to address AR dates
Upon hiring date, the AR dates were at 190 days; within 5 months AR dates decreased to 42 days
Which resulted in increased efficiency while driving increased revenue to the organization
Assisted with the design and implementation of processes to support the new Code Tracking and Billing software roll out, reducing data entry errors causing rework, and medical claim refiling
Customer Service Supervisor
Blue Cross Blue Shield of Nebraska
Omaha, USA
01.1996 - 12.2005
Managed multiple cross functional teams focused on customer service
Call Center
Written inquiries
State Grievances
State compliance
Identified, investigated, and resolved customer inquiries related to benefit claims and approvals
Trained new and existing employees on contract language for records handling and positive conflict resolution
Oversaw compliance team to ensure state mandated grievance laws were followed and timely responses were provided for customer appeal cases
Tracked, analyzed, and reported error types to include administrative errors potentially impacting financial liability
Managed departmental budget including headcount, forecasting, payroll, and overtime allotment
Education
B.A. - Education
Iowa Western Univeristy
Council Bluffs, IA
01.1996
Skills
Efficiency Enhancement
Enterprise resource planning
Process mapping
Requirements gathering
Business analysis
Data analytics
Operations management
Business continuity planning
Gap analysis
Collaborative Stakeholder Relations
Business process reengineering
Business case development
Cross-functional team leadership
Organizational change management
Key performance indicators
Service level agreements
User acceptance testing
Program management
References
Available upon request.
Timeline
Senior Business Process Analysts
Optum Insight
01.2023 - Current
Supervisor, Medical and Clinical Operations
Optum Insight
01.2013 - 01.2023
Operations Manager – United Health Care Call Center
West Corporation
01.2006 - 01.2013
Insurance Support Representative - Consultant
Huntsville Hospital
01.2006 - 12.2006
Customer Service Supervisor
Blue Cross Blue Shield of Nebraska
01.1996 - 12.2005
B.A. - Education
Iowa Western Univeristy
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