Tammie Wallace
Director of Health Plan Operations
Union,WA
Summary
Director with 28 years of comprehensive experience overseeing daily operations of Kaiser Permanente. Hardworking and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures.
Overview
35
35
years of professional experience
Work History
Director of Health Plan
Kaiser Permanente
02.2019 - 11.2023
- Oversaw 150-200 seat call center
- Managed 10-to-15-million-dollar budget and was successful in meeting or being under budget year over year
- Directed workforce management team for four different lines of business
- Inspired and mentored leaders on my team as well within the organization
- Solved difficult member experiences, not only made it right for the member but also sought to improve cross functionally to ensure other members would not have the same experience
- Ensured we had a highly functioning leadership team that supported diversity
- Responsible for the provider termination process adhering to compliance requirements
- Supported Medicare compliance requirements
- Successfully obtained Medicare required service levels year over year
- Successfully obtained purchaser guarantees targets four out of my 5 years
- Wrote vendor contracts and managed relationships with multiple vendors
- Maintained relationships with leaders throughout our organization
- Actively led process improvement work as well as providing direction to my direct reports
- Motivated staff from my frontline up.
Operations Manager/Consumer Experience
Group Health
01.2006 - 02.2019
- Managed a 50+ seat call center
- Responsible for all aspects of operations, training and knowledgebase development for staff supporting Point of Service (POS) products
- Led and implemented IVR system for entire call center
- Analyzed multiple data sources for trends and feedback to improve member experience
- Collaborated with sales to ensure service teams had information they needed to support prospective members
- Designed new team structure to support new members including outbound contact center set up and resource development
- Implemented new role to bring customer service agents into the medical centers
- Managed Workforce Management and Reporting teams
- Used lean methodology for process improvement activities.
Quality Assurance/Communication Manager
Group Health
02.2002 - 01.2006
- Designed and managed Quality Assurance program and created measures for service staff
- Analyzed reports and recommended business process enhancements
- Built knowledgebase resource using RightNow technology
- Utilized the NICE system to increase call-monitoring efficiency
- Coordinated the information distribution process for all service centers.
Training Specialist/Training Coordinator/Supervisor
Group Health
04.1997 - 02.2002
- Supported 120 seat call center by conducting new employee training
- Created and maintained curriculum for new employee training, advanced training, and new product training
- Collaborated with front line staff to ensure accuracy of training materials
- Ensured training materials are functional for all adult learning styles
- Maintained excellent relationships with other departments while developing detailed process flow procedures
- Supervised Training Coordinators and provide employee development opportunities.
Customer Relations Specialist
Group Health Cooperative
12.1996 - 04.1997
- Managed difficult problems, furnish solutions, and follow up to ensure resolution
- Promoted to a lead role after six months as a representative
- Coordinated Emergency Review process with Group Health Registered Nurse
- Enhanced relationships with other departments within Group Health.
Patient Account Representative
Group Health Cooperative- University Medical Center
06.1988 - 12.1996
Education
Skills
- Contact center management
- Process Improvement
- Attention to detail
- Contract Negotiation
- Story pitching
- Charismatic Leader
- Analytical skills
- Creativity and Innovation
- Hiring and Retention
- Contract and Vendor Management
- Cross-functional team leadership
- Planning, budgeting, and forecasting
- Communication
- Project management
- Workflow process analysis
- Problem solving
- Staff training and development
- Workforce management
- Presentation skills
- Budget Control
References
References available upon request.
Timeline
Director of Health Plan
Kaiser Permanente
02.2019 - 11.2023
Operations Manager/Consumer Experience
Group Health
01.2006 - 02.2019
Quality Assurance/Communication Manager
Group Health
02.2002 - 01.2006
Training Specialist/Training Coordinator/Supervisor
Group Health
04.1997 - 02.2002
Customer Relations Specialist
Group Health Cooperative
12.1996 - 04.1997
Patient Account Representative
Group Health Cooperative- University Medical Center
06.1988 - 12.1996
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