Stacy L Poulter
Manager Claims - Long Term Care Bill Pay
Summary
Customer-focused professional with expert team leadership, planning, and organizational skills. Documented strengths in building and maintaining relationships with team, stakeholders, and customers in dynamic, challenging environment. Encouraging Manager and analytical problem-solving with talents for team building, leading, and motivating, as well as experience directing and improving operations through effective motivational strategies.
Overview
21
21
years of professional experience
Work History
Manager Claims - Long Term Care Bill Pay
OneAmerica
Indianapolis, IN
07.2016 - Current
- Accomplish multiple tasks within established timeframes.
- Worked on projects to improve automation, reduce processing time, risk reduction, improve accuracy and quality assurance reviews/practices, and continue business innovation.
- Manage day-to-day workflow and productivity of associates to ensure processes, production and service requirements are achieved.
- Allocate resources when necessary to maximize productivity.
- Utilize operational metrics and reports to track trends and results. Adjust tactics accordingly to achieve our customer relationship strategy.
- Communicate and provide resolution to customer issues and complaints.
- Research and respond to customer inquiries, issues or concerns with a sense of urgency.
- Maximize performance by monitoring daily activities and mentoring team members.
- Onboard new associates with training and new hire documentation.
- Streamline documentation to alleviate manual processes and drive business improvements.
- Communicate clearly with associates and stakeholders to keep everyone on same page and working toward established business goals.
- Coach, manage and motivate associates to be productive and engaged in work.
- Develop and implement business strategies to achieve business goals and stay competitive.
- Ensure compliance with regulatory requirements.
- Cultivate positive rapport with fellow associates to boost company morale, trust and promote associate retention.
- Assist in creating performance goals for associates.
- Provide monthly feedback on performance and quarterly follow-ups on goals and personal development plans.
- Perform mid-year and yearly reviews.
- Resolve associate conflicts, actively listening to concerns and finding appropriate resolutions.
Team Lead - Long Term Care Bill Pay
LTCG / Univita
Carmel, Indiana
07.2005 - 06.2016
- Worked different companies to provide optimal coverage and meet production goals.
- Trained and mentored new team members by relaying information on company procedures and processes.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Audited payments for multiple companies.
- Audited team performance and compliance with monetary and procedural standards.
- Coached team members in techniques necessary to complete job tasks.
- Completed monthly reports for upper management to verify company goals were met.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Built strong relationships with customers through effective and timely communication.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Reviewed, implemented, and updated company records related to team activities for future reference.
- Collaborated with team to identify areas of improvement and devised solutions based on findings.
Pharmacy Technician, Nationally Certified
The Heart Center Of Indiana
Carmel, Indiana
04.2003 - 07.2005
- Worked part time from July 2005 to around May 2007
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Counted, measured, and compounded medications following standard procedures.
- Counted and labeled prescriptions with correct item and quantity.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency, and service quality.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
Education
Bachelor of Arts - History
Indiana University
Bloomington, IN 08.1992 - 05.1996
Skills
Customer Focus
Coaching and Developing Others
Adaptability
Collaboration
Empowerment / Delegation
Building Strategic Work Relationships
Aligning Performance for Success
Policies and Procedures
Timeline
Manager Claims - Long Term Care Bill Pay
OneAmerica
07.2016 - Current
Team Lead - Long Term Care Bill Pay
LTCG / Univita
07.2005 - 06.2016
Pharmacy Technician, Nationally Certified
The Heart Center Of Indiana
04.2003 - 07.2005
Bachelor of Arts - History
Indiana University
08.1992 - 05.1996