Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shanta Tucker

Reading,PA

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Provider Services Team Lead BPO

Oscar Health
03.2024 - Current
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
  • Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
  • Implemented quality control measures for claim reviews, reducing discrepancies and improving overall accuracy rates.
  • Ensured compliance with industry regulations and company standards by conducting regular audits of team''s work output.

Clinical Review Team Lead

Oscar Health
01.2022 - 03.2024
  • Manage and develop a team of 30 plus processors
  • Oversee day-to-day operations, design strategy and set goals for growth
  • Ensure employees work productively and develop professionally
  • Oversee recruitment and training of new employees
  • Direct the employee assessment process
  • Prepare regular reports for upper management
  • Contributed to interdisciplinary team meetings to review client caseload, treatment, concerns and recommendations
  • Fostered staff development and competency through supervision, coaching, training and team meetings
  • Remained knowledgeable in CPT and ICD-10 coding principles, government regulations and third-party billing rules
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Approved regular payroll submissions for employees
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
  • Current BPO point of contact.

Team Lead/Vendor Management

Transamerica
01.2011 - 01.2022
  • Liaison for two accounts
  • Travel for annual reviews
  • Manage vendor relationship, ensuring quality assurance, customer satisfaction, and expense control with outsourced vendor of over 300 employees
  • Assist with KIPs
  • Create RCA template
  • Assist frontline leaders; responsible for meeting operational objectives including service level, productivity goals, quality goals, workforce management, and change management issues
  • Help develop performance improvement plans with vendors to resolve performance issues and mitigate risk of recurrence.

Policy Processor/Senior Clerk

PDS
  • Process applications for, changes to, reinstatement of, and cancellation of insurance policies
  • Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records
  • Drafted meeting agendas, supplied advance materials, and executed follow-up for meetings and team conferences
  • Assisted with event planning, including associated travel and logistical arrangements.

Policy Assembly Supervisor

  • Supervised 15 people, created the schedule for work week, monitored production and quality
  • Coaching, counseling, and disciplining the employees
  • Also initiate and coordinate the team goals for the year
  • Make sure quality service is being met, enforce organization standards, creating and revising SOP's
  • Provide manufacturing information by compiling, initiating, sorting, and analyzing production performance records and data, answering questions and responding to requests
  • Creating and revising systems and procedures by analyzing operating practices, record-keeping systems, forms of control, and budgetary and personnel requirements; implementing change
  • Resolving personnel problems by analyzing data; investigating issues; identifying solutions; recommending action
  • Managing and maintaining emails and phone calls for the department.

Education

Business Administration degree -

Reading Area Community College
06.2017

Associate of Science: Human Services -

Montgomery County Community College
12.2012

High School diploma -

Pottstown Senior High
01.2001

Skills

  • Standard Operating Procedures
  • Continuous Improvement Projects
  • Managing Terminations
  • Issue and Conflict Resolution
  • Employee Coaching and Motivation
  • Scheduling and Coordinating
  • Managing Employee Relations
  • Managing Operations and Efficiency
  • Administration and Reporting
  • Vendor Management
  • Six Sigma Lean mindset
  • Regulatory Compliance

Certification

  • Green Belt Six Sigma Lean, 2024
  • Project Management Professional (PMP), 2024

Timeline

Provider Services Team Lead BPO

Oscar Health
03.2024 - Current

Clinical Review Team Lead

Oscar Health
01.2022 - 03.2024

Team Lead/Vendor Management

Transamerica
01.2011 - 01.2022

Policy Processor/Senior Clerk

PDS

Policy Assembly Supervisor

Business Administration degree -

Reading Area Community College

Associate of Science: Human Services -

Montgomery County Community College

High School diploma -

Pottstown Senior High

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