Robert Coard
Harrisburg,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Quality Audit & Review Lead Analyst
Cigna
03.2024 - Current
- Enhanced data quality by developing comprehensive data validation processes and working closely with IT teams to address system issues.
- Expanded Quality automation into new generative AI technologies within Quality Tools Program
- Utilized an in depth understanding of technical principles, theories, and concepts in the field of quality to perform thorough root cause and corrective action analysis
- Engaged in strategic initiatives to drive continuous improvement in the process to support our enterprise business
- Collaborated with Business Partners to ensure correct root cause is established and corrective action/preventive action is in place
- Continuously updated knowledge of industry best practices and emerging trends, sharing insights with colleagues to drive continuous improvement within the team.
- Optimized resource allocation by creating customized dashboards for monitoring project progress and tracking key performance indicators.
Operations Leadership Development Program Analyst
Cigna
07.2022 - Current
- Supported critical operational processes that impact end-to-end client/customer/provider experience
- Created reliable reporting and dashboards that provide visibility into operational processes
- Learned management operating systems and influenced partners in matrixed environment
- Gained leadership experience through working in areas of recruitment, public speaking, and networking
- Led the Campus Engagement Team for OLDP's recruitment season
- Led the OLDP's DE&I Committee
- Participated in the Engage Group of the Enterprise Operations DE&I Committee and coordinated monthly events
Service Coordinator Supervisor
Cigna
08.2022 - 03.2024
- Manages the day to day oversight and operational activities of two teams compiled of 21 Service Coordinators
- Investigated/resolved escalated customer/client service concerns and conduct service issue analysis
- Dealt with Call/Claim issues and communicated outcome and next steps with Client Service Executives;
- Handled transactional tasks including customer/provider outreach calls;
- Pulled claim reports and analyze data and trends; navigate multiple Cigna systems including client self-service portals, claim systems and tracking systems;
- Led the innovation of the eviCore Outreach Project and managed a team of 10 that decreased over 10,000 cases for National Accounts in the first year
- Streamlined workflow processes within the service coordination team, reducing delays in project completion times.
Client Operations Intern
ReferWell
05.2021 - 12.2021
- Learned to become an expert in the system's capabilities and in being the liaison between the client, management, and the development team
- Monitored accounts of premium specialists to ensure they have calendar availability; ensure that they are communicating effectively with PCPs, i.e updating referral status, closing the loop; offer refresher training as needed
- Began Follow-up on first referral sent to basic accounts and communicate with their office staff to ensure that the patient is contacted; activated administrators in the system; set up a time for the system demo; assist the Ops team with account mass updates, i.e assigning each account to their respective owners in Salesforce
- Ran reports for existing clients (Sinai, UPB, CHN, CL, PE) to understand what tracking looks like
- Work on the mapping of insurance aliases for new Clients/FQHCs
- Assisted with QA, testing to ensure that new features meet the specs as defined, before GO-LIVE
- Initiated the partnership of Telehealth Collaboration with Clemson University and MUSC
College Program Intern
UNC Rex Hospital
08.2019 - 08.2021
- Worked in the MSICU unit at UNC Rex Hospital in Raleigh, North Carolina
- Required to restock supplies within each patient's tub, properly answered phone calls and aid with assistance to patients
- Provided any accessible items to patients in need, properly set and broke down beds for incoming patients and worked intensively with medical professions to oversee all the basic tasks needed to be handled
Education
Master of Business Administration - Finance
University of Hartford
Hartford, CT04.2024
Bachelor of Science - Nutrition Sciences
North Carolina State University
Raleigh, NC05.2022
Skills
- Microsoft Office
- People Management
- Goal-Oriented
- Operations Management
- Quality Assurance
- Data Entry
Volunteer Experience
- UNC Rex Hospital, Service Volunteer, 08/01/19, 04/01/21
- Duke University Health System, Non-Clinical Volunteer, 04/01/21, 06/01/21
Timeline
Quality Audit & Review Lead Analyst
Cigna
03.2024 - Current
Service Coordinator Supervisor
Cigna
08.2022 - 03.2024
Operations Leadership Development Program Analyst
Cigna
07.2022 - Current
Client Operations Intern
ReferWell
05.2021 - 12.2021
College Program Intern
UNC Rex Hospital
08.2019 - 08.2021
Master of Business Administration - Finance
University of Hartford
Bachelor of Science - Nutrition Sciences
North Carolina State University
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