TaShumbrae Brown
Member Services & Contact Center Operations
Royse City,Tx
Summary
Senior healthcare operations executive with 20+ years of experience leading enterprise Member Services, pharmacy benefit–adjacent operations, and large-scale contact center organizations across payer, provider, PBM, and specialty pharmacy environments. Proven leader in workforce management, KPI governance, omnichannel service delivery, and Product/Technology partnership. Extensive Director-level experience driving consumer-centric transformation, regulatory compliance, and scalable service models while developing high-performing leadership teams.
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
11
11
years of professional experience
Work History
Director, Consumer Services
UnitedHealthcare
Richardson, Texas
01.2022 - Current
- - Provide enterprise leadership for centralized Member Services and contact center operations supporting multiple clients and benefit designs.
- - Own end-to-end service delivery for complex benefit inquiries, authorizations, and pharmacy-related escalations.
- - Partner with Product and Technology teams to enhance member access to medical and pharmacy benefits through workflow and digital improvements.
- - Lead workforce forecasting, staffing strategy, and peak-volume readiness in partnership with WFM.
- - Drive KPI governance across SLA, AHT, quality, escalation trends, and employee engagement.
- - Serve as senior escalation point coordinating resolution across Operations, IT, Compliance, and Product.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Director, Patient Access
Conifer Health Solutions
Frisco, TX
01.2021 - 01.2022
- - Directed centralized pre-arrival and contact center operations supporting multi-hospital systems across regions.
- - Oversaw insurance eligibility, prior authorizations (medical and pharmacy-related), registration, and financial clearance workflows.
- - Partnered with hospital executives, revenue cycle, and technology teams to align service delivery and performance.
- - Implemented workforce optimization and KPI governance achieving
- - Owned escalation management for complex access, authorization, and benefit issues.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
Director, Patient Access
Terros Health
Phoenix, Arizona
01.2019 - 01.2021
- - Designed and implemented an enterprise centralized access and scheduling contact center supporting 17 clinics.
- - Established SOPs, performance metrics, and governance structures to improve consistency and scalability.
- - Oversaw daily operations including scheduling, referrals, insurance verification, and pre-service readiness.
- - Optimized staffing models achieving 96% service level performance and 91%+ scheduling efficiency.
- - Led leadership development, training, and performance management programs.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Director, Claims & Call Center Operations
Centene / Superior HealthPlan
Austin, TX
01.2015 - 01.2019
- - Led large-scale, multi-site contact center and claims operations across multiple health plans.
- - Oversaw medical and medication authorization workflows, provider inquiries, and benefit determinations.
- - Partnered with pharmacy, clinical, and IT stakeholders to improve service delivery and compliance.
- - Directed managers, supervisors, and frontline teams across multiple locations.
- - Reduced claims cycle time and improved quality and service metrics.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
- Pioneered adoption of sustainable practices, leading to industry recognition and awards.
Education
Bachelor of Science - Healthcare Administration
East Texas A&M University
Commerce05-2026
Skills
Member Services Leadership Enterprise Contact Centers Pharmacy Benefit Operations PBM-Adjacent Services Prior Authorizations (Medical & Rx) Workforce Management KPI & Quality Governance Product & Technology Partnership Client & Vendor Management Compliance & Risk Oversight Digital & Omnichannel Enablement
Problem-solving
Operations management
Team management
Budget control
Relationship building
Decision-making
Strategic planning
Team building
Change management
Talent acquisition
Project management
Accomplishments
Proven leader in workforce management, KPI governance, omnichannel service delivery, and Product/Technology partnership. Extensive Director-level experience driving consumer-centric transformation, regulatory compliance, and scalable service models while developing high-performing leadership teams.
Early Pharmacy & PBM Experience
- CVS Caremark – Admissions Coordinator: Supported pharmacy benefit operations, medication overrides, and prior authorizations.
- IVPCare Specialty Pharmacy – Patient Account Representative: Processed new prescriptions and submitted prior authorization requests.
Timeline
Director, Consumer Services
UnitedHealthcare
01.2022 - Current
Director, Patient Access
Conifer Health Solutions
01.2021 - 01.2022
Director, Patient Access
Terros Health
01.2019 - 01.2021
Director, Claims & Call Center Operations
Centene / Superior HealthPlan
01.2015 - 01.2019
Bachelor of Science - Healthcare Administration
East Texas A&M University