Shirley Lewis
Dallas,TX
Summary
Supervise and motivate shift managers and lead role players to meet corporate goals and metrics Dedicated shift manager with 10 years of experience keeping employees productive and on track while managing multiple shifts. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations Remote
Datavant
Dunlap, Phoenix
01.2023 - 03.2024
- Trained agents on how to perform medical record reviews for risk adjustment, and via remote EMR access or onsite.
- Assisted agents with effective, professional verbal and written communication skills in a virtual environment to provide great communication.
- Worked with different software, very skilled in Microsoft Office: Outlook, Excel, and Word, and similar applications.
- Manages various data organized within Excel spreadsheets.
- Trained agents in how to process claims research, determining correct service location, and/or verifying correct history.
- Coached agents on how to provide outreach, verifying and confirming provider demographics and medical record requests, both by telephone and in writing.
- Requests medical records and performs follow-up of requests within database tools.
- Handle escalated calls for HIPAA standards and confidentiality of protected health information; reports.
- Handle outreach in medical record reviews for risk adjustment, remotely.
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Developed and implemented policies and procedures for efficient workflow.
- Ensured compliance with all applicable laws, regulations, and standards.
Manager Remote
Unemployment Insurance Program
McLean, Virginia
11.2021 - 01.2023
- Hire, train, and directly supervise staff of the claims processing center.
- Provide expert-level customer service to Montana's workers and employers.
- Identify and recommend methods and procedures to improve business processes.
- Answer questions in the call center, adjudicate claims, and analyze appeals.
- Represent the Division in remote forums.
- Establishes and executes controls to ensure that the quality of the work meets or exceeds standards.
- Monitors workload and reviews claims to ensure quality processing.
- Recognizes employee achievement and counsels employees on performance issues.
- Trains, coaches, and mentors employees for their individual career development.
- Participates in personnel activities in cooperation with the manager and human resources.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Intake Specialist/Supervisor Remote
Beacon Hill Staffing Group
Dallas, Texas
07.2020 - 11.2021
- Serve as case intake supervisor for 20 team members on a rotating basis.
- Communicated regularly with clinical staff regarding client progress and changes in condition or behavior.
- Assessed patient needs through review of medical records and interviews with patients and their families.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Provided crisis intervention services as needed to clients in distress.
- Developed individualized treatment plans for each client based on assessment results.
- Reviewed referral sources for appropriateness prior to admission into program.
- Coordinated with external agencies to ensure continuity of care for clients.
- Monitored progress of clients throughout the course of treatment and adjusted treatment plans accordingly.
- Facilitated group therapy sessions focused on relapse prevention techniques and coping skills development.
- Scheduled appointments for clients as needed for outside services such as counseling or medical care.
- Offering compassionate and attentive guidance to tenants during moments of crisis and trauma.
- Collected, verified, recorded, and processed client demographics, insurance payments, and referral information.
- Completed intake assessment forms and filed clients' charts.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Approved regular payroll submissions for employees.
- Maximized performance by monitoring daily activities and mentoring team members.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Compiled data highlighting key metrics to report information, determine trends, and identify methods for improving store results.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
Call Center Supervisor Specialist
Healthcare/Federal Healthcare CDC
New York, Texas
12.2019 - 07.2020
- Supervised the work of 35 service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Discuss job performance concerns with employees to identify causes and issues, and work closely with Human Resources on resolving problems.
- Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports.
- Assume leadership responsibility for departmental tasks and contact center activities, as required.
- Support and enforce contact center expectations.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases, as needed.
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Assigned tasks to agents based on their skillset and availability.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Created incentives for employees who achieved high performance standards.
- Investigated difficult or complex inquiries from customers.
- Developed processes and systems to improve efficiency within the department.
Call Center Supervisor/Management Specialist
ONE EXCHANGE TOWERS WATSON
Richardson, Texas
10.2013 - 12.2019
- Managed 21 employees, including scheduling for front-line, tier, and tier II. Supported enrollment for Medicare, Medicaid, and different insurances.
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Created incentives for employees who achieved high performance standards.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Developed processes and systems to improve efficiency within the department.
- Facilitated communication between departments to resolve problems quickly.
- Participated in hiring interviews and selection process for new team members.
- Documented changes made within the department as part of continuous improvement efforts.
- Collaborated with other departments to develop solutions for customer needs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call centers.
- Directed and controlled 401K, medical, dental, and vision benefit packages.
Education
Bachelor's Degree - Human Resources
DeVry University Online
Indianapolis, Indiana10.2024
High School Diploma -
Edison High School
Stockton, California01.2006
Skills
- Leadership
- Microsoft Excel
- Documentation Review
- Time management
- Communication Skills
- Customer service
- Performance Management
- Workforce Management
- Staff Development
- Information tracking
- Quality control optimization
- Quality Assurance
- Software expertise
- Call Monitoring
- Reporting skills
- Scheduling proficiency
- Employee Motivation
- Document Management
- Timekeeping abilities
- Coaching and Mentoring
References
References available upon request.
Timeline
Supervisor of Operations Remote
Datavant
01.2023 - 03.2024
Manager Remote
Unemployment Insurance Program
11.2021 - 01.2023
Intake Specialist/Supervisor Remote
Beacon Hill Staffing Group
07.2020 - 11.2021
Call Center Supervisor Specialist
Healthcare/Federal Healthcare CDC
12.2019 - 07.2020
Call Center Supervisor/Management Specialist
ONE EXCHANGE TOWERS WATSON
10.2013 - 12.2019
Bachelor's Degree - Human Resources
DeVry University Online
High School Diploma -
Edison High School
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