Sean Turner
Dallas,TX
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.
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
- 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
- Led teams of analysts to evaluate, plan and execute projects
- Managed internal and external client-facing relationships through transitional periods.
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
- Achieved new requirements like two-hour response time to improve provider relationships, this effort help call center eliminated 10% their calls
- Developed and maintained relationships with customers and suppliers through account development.
Operations Manager
Optum Rx
Overland Park, KS
08.2006 - 04.2017
- Provided 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
- Increased profit by streamlining operations
- 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.
Education
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
- Customer relations understanding
- Healthcare policies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
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
Business Management -
Northwest Missouri
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