Raylonda Robinson
Orlando,United States
Summary
Dedicated healthcare professional specializing in talent acquisition and leadership. Successfully managed a 20+ associate call center, enhancing operational efficiency through the development of standard operating procedures and performance metrics.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Supervisor, Pharmacy Care
Optum
Minnetonka, Minnesota
07.2025 - Current
- Directly manage the business operations of a 20+ associate call center focused on patient assessment, education, and medication adherence support for Optum Care Delivery Organizations.
- Assisted leadership in developing and improving standard operating procedures, issue logs, process flows, and auditing programs to enhance operational efficiency.
- Conduct employee coaching, performance reviews, and development planning.
- Developed and maintained operational metrics and reporting dashboards with Clinical Pharmacy and Analytics leadership to support data-driven decision-making.
- Serve as an escalation point for member concerns, ensuring prompt and satisfactory resolution.
- Analyzed operational and call center data to identify trends and opportunities, informing process improvements and risk mitigation strategies.
- Prepare and present performance, quality, and customer satisfaction reports to senior leadership.
- Collaborate with Quality, Training, and Education teams to enhance customer service and operational effectiveness.
- Partner with cross-functional departments to improve service delivery and member outcomes.
Supervisor, Care Navigation
Optum at Home
Minnetonka, Minnesota
11.2022 - 07.2025
- Supervised daily, weekly, and monthly team performance to ensure alignment with operational goals.
- Coached team members through call audits, meetings, and one-on-ones to drive development.
- Fostered positive team environment to enhance morale and productivity.
- Identified and resolved operational issues using expertise and sound business judgment.
- Managed recruitment and termination processes to maintain optimal team composition.
Manager, Reconsideration Analyst
C2C Innovative Solutions
Jacksonville, United States
01.2024 - 10.2024
- Executed advanced managerial tasks to enhance team collaboration and efficiency.
- Managed staff in support roles to facilitate second level reconsideration and dispute resolution processes.
- Work under general supervision with moderate latitude for the use of initiative and independent judgment.
- Recruited and hired qualified candidates to strengthen team capabilities.
- Contact: Aaron Plines aaronplines@c2cinnovativesolutions.com
Trainer Associate
Optum at Home
Minnetonka, Minnesota
10.2021 - 11.2022
- Trained newly hired operational team members on core systems, processes and applications to ensure effective onboarding
- Delivered virtual training sessions to facilitate learning and engagement among participants
- Provided continuing education and upskill training to enhance team capabilities and support performance improvement
- Developed comprehensive training materials and job aids to enhance team performance.
- Contact: Sandra Knox sandraknox@optum.com
Care Navigator
Optum at Home
12.2018 - 10.2021
- Coordinated with clinical team to ensure timely responses to provider inquiries, improving communication flow.
- Educated members and providers on benefits during consultations to enhance understanding and utilization.
- Entered medical request data into computer system to maintain accurate and updated records.
Healthcare Management Consultant
JTS Health Partners
Norcross, United States
01.2018 - 12.2018
- Coordinated and conducted audits to ensure compliance and quality standards
- Developed and managed tracking and reporting systems for training progress to enhance program effectiveness
- Created and maintained updated job aids to support staff in performing tasks accurately
- Conducted ongoing needs analysis leveraging feedback and subject matter expertise to adjust learning strategy and curriculum.
Education
Bachelor of Science - Business Management-Human Resource Management
Capella University
Minneapolis, MN08-2026
Associate of Science - Healthcare Administration
University of Phoenix
Phoenix, AZ09-2016
Skills
- Patient Engagement
- Talent Acquisition
- Project Management
- Process Improvement
- Quality Assurance
- Healthcare CRM
- Power BI
- MAP Goals Tableau
- IC Genesis IEX/NICE
- GPS Onboarding
- Microsoft Office
- Team Collaboration
- Leadership
- Interpersonal Communication
- Metric analysis
- Operational Training
- Compliance Oversight
- Thought Industries
Certification
- Medicare & Retirement-M&R 1,2,3 (United Healthcare)
Timeline
Supervisor, Pharmacy Care
Optum
07.2025 - Current
Manager, Reconsideration Analyst
C2C Innovative Solutions
01.2024 - 10.2024
Supervisor, Care Navigation
Optum at Home
11.2022 - 07.2025
Trainer Associate
Optum at Home
10.2021 - 11.2022
Care Navigator
Optum at Home
12.2018 - 10.2021
Healthcare Management Consultant
JTS Health Partners
01.2018 - 12.2018
Bachelor of Science - Business Management-Human Resource Management
Capella University
Associate of Science - Healthcare Administration
University of Phoenix