Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Robert Wash

Robert Wash

Implementations Manager
Charlotte,NC

Summary

Knowledgeable Implementation Manager with more than 4 years of experience driving critical technology planning and deployment. Researched approach to assessing installation, maintenance and troubleshooting barriers to determine corrective action. Comprehensive resource for managing implementations throughout lifecycle. A 14 year career in the patient access sector of the healthcare industry, held many roles and achieved proficiency in benefits gathering, quality assurance, copay assistance, affordability and team leadership

Overview

15
15
years of professional experience
4
4

Years of Healthcare Implementations experience

Work History

Implementations Manager

AmerisourceBergen
Remote, NC
06.2019 - Current
  • Oversee implementation lifecycle processes based on organizational needs, regulatory requirements and client demand.
  • Completion of several new client launches as well as automation upgrades, portal additions, new product launches and correspondence updates.
  • Research and resolve barriers to successful system functionality, improving support and issue resolution.
  • Collaborate with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
  • Work closely with Operations Management team before, during and after launch to assure smooth program implementation.
  • Work cross functionally with internal and external stakeholders to manage expectations and assure all parties involved are tracking towards on time deliverables.
  • Prioritize client requests and work with internal teams on solutions to satisfy needs
  • Continual focus on process improvement, product enhancements and collaboration to ensure scalable solutions.
  • Ensure all Data Transfer Agreements are meeting client and business requirements for effective file transfers.

Team Coordinator

AmerisourceBergen
Fort Mill, SC
07.2017 - 06.2019
  • Built strong relationships with customers through positive attitude and attentive response.
  • Addressed customer service overflow to reduce complaints.
  • Delegated daily tasks, addressed employee questions and resolved scheduling issues.
  • Led team meetings each shift to discuss scheduling, production and maintenance needs.
  • Used advanced features of Microsoft Excel to complete necessary reports for senior management review.
  • Oversaw staffing, scheduling and planning for 22 employees on call center team.
  • Led 4 all new hire class trainings as well as as hoc mentoring and training as needed.

PACE (Professional Accelerated Career Entry)

AmerisourceBergen
Fort Mill, SC
07.2016 - 07.2017
  • Selected to participate in year long company wide intensive training program, 10 people out of 90 applicants were selected.
  • Training consisted of rotations on different operational teams acting in management role assisting senior leadership.
  • Assisted established management staff with operational oversight, business development, and process improvement strategies.
  • Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
  • Assisted with onboarding of new employees by providing training and development resources.
  • Gained knowledge of company policies, protocols and processes.
  • Analyzed customer feedback to identify areas for improvement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Copay Assistance Team Lead

AmerisourceBergen
Fort Mill, SC
08.2014 - 07.2016
  • Coached team members in techniques necessary to complete job tasks.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Trained new team members by relaying information on company procedures, specific team Standard Operating Procedures and client expectations.
  • Developed monthly and daily production output reports and delivered to senior management.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Oversaw all outbound and inbound data feeds and worked with outside business partners to solve any data issues that arose.

Quality Analyst

AmerisourceBergen
Charlotte, NC
05.2013 - 08.2014
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Led process improvement projects to help operations meet and exceed quality standards.
  • Analyzed quality and performance data to support operational decision-making.
  • Edited, proofed and critiqued internal documents to improve clarity.
  • Compiled and distributed weekly feedback metrics to team leaders and managers.
  • Developed training materials, SOPs and work instructions to improve quality.

Reimbursement Counselor

AmerisourceBergen
Charlotte, NC
11.2008 - 05.2013
  • Researched patient benefits to assist with insurance questions.
  • Investigated medical history, coding and insurance coverage to determine reimbursement eligibility.
  • Referred customers to organizations that may provide financial assistance.
  • Worked with Healthcare providers' offices to help navigate Insurance policies and remove patient's barriers to obtaining medication.
  • Referred patients to Copay Assistance programs and free medication when patients were uninsured or medication was excluded from insurance.
  • Conducted 9 on-site provider office visits to present company offerings and answer questions related to reimbursement and patient access.

Education

Bachelor of Science - Business Management

Appalachian State University
Boone, NC
09.2001 - 05.2005

Skills

    Teamwork and Collaboration

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Timeline

Implementations Manager

AmerisourceBergen
06.2019 - Current

Team Coordinator

AmerisourceBergen
07.2017 - 06.2019

PACE (Professional Accelerated Career Entry)

AmerisourceBergen
07.2016 - 07.2017

Copay Assistance Team Lead

AmerisourceBergen
08.2014 - 07.2016

Quality Analyst

AmerisourceBergen
05.2013 - 08.2014

Reimbursement Counselor

AmerisourceBergen
11.2008 - 05.2013

Bachelor of Science - Business Management

Appalachian State University
09.2001 - 05.2005

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Robert WashImplementations Manager