SEAN TURNER
Blue Springs,MO
Summary
CUSTOMER CARE MANAGEMENT Dynamic results driven professional with 15 years of Managerial experience in health care operations and providing customer support on behalf of several Fortune 100 Health Care Departments. Highly ambitious servant leader motivating large staff through critical thinking to solve complex problems. Career driven professional that is an Agile Leader in Culture development. Subject Matter Expert in a variety of leadership styles that is personally engaged into relationship building. Proven track record in successful implementation of new service processes in Quality, Voice of the Customer, and Customer Efficiency.
Overview
17
17
years of professional experience
Work History
Manager II Customer Care
Anthem / Elevance
Remote
12.2021 - Current
- Accomplished 94% for Manager Effectiveness on Annual 2022 Employee Engagement Survey in first year within department
- Led Management Team audit review to focus on behaviors that help drive improved quality audits from 92% to 95% in 2022
- Led efforts in Customer Service Appreciation Week, with creations of two employee appreciation videos, while coordinating with all sites on daily activities giving thanks
- Serves as mentor to lower leveled managers and direct team members; serves as subject matter expert for other areas of company as well as within department
- Partnered with Workforce Management to ensure associates were appropriately scheduled to perform duties to meet fax production and monthly SLA goal of 80%
- Engineered scheduling of all Managers for Holidays and Weekend support within department
- Hires, trains, coaches, counsels, and evaluates performance of direct reports from different office locations throughout US
- Executed on career promotion of several associates from team to new different career advance opportunities in Quality Analyst, Training and Learning and Development department
Business Change Manager
Anthem
Remote
01.2019 - 07.2021
- Achieved 97% successful rate as Project Manager in letters department, for Medicaid/Medicare go live release implementation
- Contributed to Invalid Address Project, created new data release date with vendor service that resolved issue and led to 17% increase in business satisfaction results
- Collaborated with vendor (AIM) on data technology with GBD IT team, developing spreadsheet updates and funding request for IT
- Facilitated weekly calls with internal teams while gathering needed data requirements on letter’s rules grid and group code analysis
- Coordinated different monthly project release dates with several internal teams to accomplish targeted release
- Led efforts for Multiple Letters project partnering with high level compliance executives on member impact, delivering reduction in letter sent from 47 to 1 ratio to members
- Monitored and reported funding request from senior leader on monthly release projects
- Conducted UAT letter testing on new system platform and providing sign off before monthly IT release dates
- Developed new skill in data mapping and design letter updates for business related systems like Xpressions, and FACETS
Manager I
Anthem
Overland Park, KS
04.2017 - 01.2019
- Changed culture in department creating floating work from home days, allowing more flexible make hours’ time, building trust by assigning more team led groups and in-charge training opportunities
- Installed new business model for member interaction to improve overall customer satisfaction results
- Worked on Health Plan Quality Defect team which produced new client obligation reporting process that produced annual savings of 3.3 million dollars
- Developed new monthly Quality Audit process for both online and offline sub teams, then set goal at 95% to achieve after two-month pilot
- Established new functional process on SharePoint site for tracking completed work basket box
- Achieved new requirements like two-hour response time to improve provider relationships, this effort help call center eliminated 10% their calls
- To launch operational procedures that improved learning on Provider Billing Authorizations, Claims Processing and Member Uploads
- Developed New Department Monthly Dashboards to review individual and team results, displaying month over month team progression of KPI production in yearly report to site Chief Operation Officer
Operations Manager
Optum Rx
Overland Park, KS
08.2006 - 04.2017
- Provided Exceed level leadership and direction for Four Supervisors and their direct reports of 80 plus agents, assigning individual goals, managing performance, ensuring ongoing training and professional development
- Created and led Site Culture Initiative Project to improve Site level Employee Engagement results, improving from 76% to 85% from 2016-2017
- Achieved 91% employee engagement in Vital Signs and 94% in Manager Effectiveness score for department results in back-to-back years
- Coordinated site projects such as organization’s initial Leadership Academy, net promoter survey, and new hire leadership training to enhance employee engagement and retention
- Led team to exceed all key performance metrics (KPIs) achieving average satisfaction rate above 85%, quality exceeding 98%, average handle time under 360 seconds, and upselling above 6%
- Supervised successful implementation for onboarding client relation plan information for such industry leaders like Morgan Stanley, Hewlett Packard, and Nike.
Education
Completed Courses - Business Management
Northwest Missouri
Skills
- Health Care (Medicare and Medicaid)
- Motivational Leadership
- Project Management
- Business Data Analysis
- Process and Performance Improvement
- Call Center Implementation
- Managing Operations and Efficiency
- Pharmacy Technicians
- Customer service specialist
- Customer retention
Timeline
Manager II Customer Care
Anthem / Elevance
12.2021 - Current
Business Change Manager
Anthem
01.2019 - 07.2021
Manager I
Anthem
04.2017 - 01.2019
Operations Manager
Optum Rx
08.2006 - 04.2017
Completed Courses - Business Management
Northwest Missouri
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