Takesha C. Thomas
Hammond,IN
Summary
Dynamic Engagement Supervisor at Homeward Health LLC with a proven track record in strategic planning and data analysis. Enhanced operational efficiency through cross-functional collaboration and process improvements, achieving significant reductions in friction. Skilled in performance management and team development, fostering a culture of accountability and excellence.
Overview
17
17
years of professional experience
Work History
Engagement Supervisor
Homeward Health LLC
Remote
04.2025 - Current
- Promoted to Supervisor within 12 months for exceptional performance, leadership capability, and measurable operational impact
- Led a high-performing scheduling and insurance verification team often praised for accuracy, compliance, and service level achievement
- Partnered cross-functionally with operations, clinical, data and product support teams to streamline workflows, reduce downstream friction, and improve end-to-end efficiency
- Leveraged data and performance insights to drive operational decision-making, workforce optimization, and continuous improvement
- Directed QA processes and real-time performance monitoring to elevate agent quality, consistency, and adherence to standards
- Optimized scheduling workflows, appointment utilization, and verification processes to improve throughput and service delivery outcomes
- Owned KPI tracking and performance management routines, strengthening accountability and driving sustained results
- Navigated complex people management scenarios, maintaining team cohesion, performance standards, and employee engagement
- Developed and coached team members through structured feedback, training, and ongoing performance enablement
Senior Engagement Specialist
Homeward Health
Remote
09.2024 - 04.2025
- Led targeted training initiatives on patient engagement and complex scheduling accuracy, improving staff performance, consistency, and service quality
- Partnered cross-functionally to deliver high-impact solutions, consistently meeting project deadlines and enhancing operational efficiency
- Supported cross-department collaboration with clinical engagement and insurance verification processes, improving coordination, reducing delays, and increasing verification accuracy
Member Services Associate
Homeward Health
Remote
03.2024 - 09.2024
- Managed high-volume inbound calls to schedule health assessments and continuing care appointments, improving access to care and appointment utilization
- Executed insurance verifications and ROI requests with accuracy and efficiency, supporting timely care delivery and reimbursement processes
- Maintained accurate patient records, including consent-to-treat documentation, ensuring compliance and reducing administrative errors
- Created and routed patient cases for care team follow-up, improving care coordination and response times
Account Manager
Pro Financial Services
Chicago, IL
12.2021 - 05.2023
- Managed a portfolio of 100+ client files end-to-end, delivering seamless service and white-glove communication for high-profile clients including professional sports organizations, executives, and VIP stakeholders
- Ensured accurate broker compensation by validating E&O coverage and commission structures, reducing payment discrepancies and financial risk
- Conducted detailed financial analysis, auditing, and reconciliation across accounts, improving reporting accuracy and supporting sound business decisions
- Redesigned training processes and optimized resource center structure, increasing team efficiency and knowledge accessibility
- Partnered with executive leadership, account teams, and market partners to secure competitive rates and define underwriting requirements, strengthening client offerings
- Led proposal review and quality assurance efforts, ensuring clarity, accuracy, and professional presentation of client deliverables
- Resolved billing and delivery discrepancies proactively, improving client satisfaction and maintaining strong client relationships
Supervisor
Informis Health Solutions
Chicago, IL
10.2014 - 03.2019
- Led and developed a team of 26 call center agents supporting Medicare and Medicaid inquiries, driving performance, compliance, and service excellence
- Managed call queue operations to consistently meet service level targets and maintain strict CMS compliance standards
- Designed and delivered onboarding, training, and coaching programs that improved agent performance, quality, and productivity
- Resolved complex, escalated member issues through strategic problem-solving, enhancing member satisfaction and retention
- Analyzed and reported on KPIs and call performance metrics, providing actionable insights to drive continuous improvement and accountability
Licensed Insurance Agent
Informis Health Solutions
Chicago, IL
10.2011 - 10.2014
- Advised clients on Medicare and Medicaid options, delivering personalized coverage solutions that improved enrollment accuracy and member satisfaction
- Managed end-to-end policy application processing, ensuring full regulatory compliance and reducing processing errors
- Optimized CRM utilization for client record management, improving data accuracy, workflow efficiency, and service delivery
- Coordinated cross-functional communication for claims processing, eligibility verification, prior authorizations, and provider credentialing, accelerating turnaround times and reducing gaps in care
- Recognized for exceptional accuracy in enrollment data entry, minimizing errors and supporting compliant, timely application processing
Customer Service Representative
Informis Health Solutions
Chicago, IL
10.2009 - 10.2011
- Started as temporary employee whose high work ethic gained permanent employment within 1 year.
- Led sales floor 1st week out of training and went on the the highest producing rep on the floor at year end
Education
Computer Information Systems -
Harold Washington College
Diploma -
Lincoln Park High
ChicagoTimeline
Engagement Supervisor
Homeward Health LLC
04.2025 - Current
Senior Engagement Specialist
Homeward Health
09.2024 - 04.2025
Member Services Associate
Homeward Health
03.2024 - 09.2024
Account Manager
Pro Financial Services
12.2021 - 05.2023
Supervisor
Informis Health Solutions
10.2014 - 03.2019
Licensed Insurance Agent
Informis Health Solutions
10.2011 - 10.2014
Customer Service Representative
Informis Health Solutions
10.2009 - 10.2011
Computer Information Systems -
Harold Washington College
Diploma -
Lincoln Park High