Timisha Turner
Team Manager
Eastvale,CA
Summary
A dynamic and accomplished Kaiser Permanente Team Manager , who has led diverse teams to enhance service quality and efficiency, achieving significant process improvements and successes. Proven track record of driving operational excellence using strong leadership skills in team development, strategic planning, and cross-functional collaboration. Dedicated to ensurance of compliance with regulatory standards, upholding Kaiser Permanente mission, and optimizing performance.
Overview
18
18
years of professional experience
Work History
Team Manager
Kaiser Permanente
06.2021 - Current
- Led a team of over 40 agents and 4 specialty booking teams to provide high-quality service, emphasizing training, coaching, and mentoring to ensure performance standards and improvement.
- Implemented performance management initiatives, resulting in improved team performance and adherence to operational objectives.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Senior Case Manager
Kaiser Permanente
02.2020 - 06.2021
- Managed over 100 grievances, appeals, and external reviews, ensuring compliance with the regulatory timeframes and quality standards.
- Responsible for responding to members or their authorized representatives, physicians, and other stakeholders regarding the Health Plan's determination within regulatory timeframes while meeting quality and customer focused standards.
- Collaborated with internal and external stakeholders to resolve member issues effectively and enhance member experience.
- Utilized advanced knowledge to analyze data and trends to implement strategies for performance improvement.
- Ensure appeals are processed and effectuated in accordance with regulations, compliance standards and policies and procedures.
- Meet timeframes for performance while balancing the need to produce high quality work related to complex and sensitive member issues.
- Mentored others in preparation for positions of increased responsibility.
- Participated in departmental meetings, trainings and audits as requested. Answer questions from members/advocates on existing/open cases and escalate any issues to management as appropriate.
Team Manager-Quality Assurance
Kaiser Permanente
02.2019 - 02.2020
- Managed the day to day call quality operations of lines of business that provides customer service and/or membership, enrollment or billing services to members of the health plan.
- Managed a team of over 20 QA Analysts who reviewed and scored all calls handled by the Member Services Contact Centers across CA, GA, CO, MAS, HI
- Represented the Health Plan within the local community on benefits and service matters.
- Collaborated with Benefits, Contracts and Government Program divisions of KP to interpret contract language and handle concerns.
- Develop analyst schedules and team assignments.
- Recommended changes in guidelines, procedures, and policies.
- Provided operational direction to leadership team and resolve operational issues.
- Attracts, selects and maintains a qualified, motivated staff which involves interviewing, coaching, counseling, disciplining, advising, monitoring, training, and terminating.
- Performed financial management, tracking, analysis and management of accounts receivables to ensure financial goals for the lines of business are met.
- Conducted analysis of data and reports to improve employee performance.
Team Manager-Customer Service
Kaiser Permanente
07.2017 - 02.2019
- Managed the day to day operations of the Deductible/Service Billing, Claims, Commercial, and Medicare lines of business that provides service, membership, claims status, and billing services to members and providers of the health plan.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Collaborated with key stakeholders in the PFS and Claims departments to improve processes and experiences.
- Handled high level billing and payment financial management of accounts receivables to ensure financial goals for the line of business are met.
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
Quality Assurance Analyst
Kaiser Permanente
09.2014 - 07.2017
- Provided expert advice and call scoring strategies based on years of experience in various types of lines of business.
- Analyzed over 50 calls per day providing on the spot coaching and feedback to assist in the development of agents and satisfaction of customers and our KP business partners.
- Acted as a liaison between the QA team and other departments such as Operations, Training & Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Implemented automated testing solutions to reduce manual effort, increasing overall efficiency within the QA team.
- Maintained comprehensive knowledge of relevant lines of business regulations and standards, ensuring compliance throughout the QA process.
Member Service Representative
Kaiser Permanente
11.2011 - 09.2014
- Respond to member questions and concerns and act as a member advocate for their service, needs, and interest within Kaiser Permanente.
- Resolve issues at the lowest possible level.
- Identify, investigate and communicate to Medical Center managers and staff service issues relevant to the member.
- Ensure that information needs, and service issues are resolved in a timely manner.
- Input data and information generated through the Call Center ensuring the format is understandable and actionable.
- Track all inquiries and requests on an automated contact system.
- Provide linkage of grievances and facility service issues and inquiries to appropriate department and acknowledge complaints to members through computer generated correspondence.
- Diffuse anger, tension or hostility some members feel when dealing with issues that significantly impact their own health.
- Effectively communicate the care and concern that Kaiser Permanente has for each member.
- Utilize a personal computer to search and retrieve information from a wide variety of databases to answer member inquiries.
Financial Service Representative
One United Bank
04.2006 - 11.2011
- Completed banking transactions for members using accuracy, security, and banking rules and regulations.
- Implemented security measures to protect bank assets, reducing instances of fraud and theft.
- Reduced errors and discrepancies, ensuring all transactions were accurately recorded and reported.
- Conducted regular audits of teller cash drawers, ensuring proper handling procedures were followed at all times.
- Managed high-volume transactions during peak periods while maintaining composure under pressure.
- Mentored new hires, facilitating their onboarding process and fostering a positive team environment.
- Supported the implementation of new banking technology within the branch, enhancing user experience for both staff members and customers alike.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated leadership skills in managing projects from concept to completion.
Education
Health Administration
University of Phoenix
Tempe, AZ06.2026
High School Diploma -
Paramount High School
Paramount, CA06.2006
Skills
- Team Leadership & Development
- Compliance & Regulatory Oversight
- Process Improvement
- Financial Management
- Relationship Management
- Project Management
- Training & Development
- Microsoft Office Expert
- Kaiser Permanente System Expert
Professional Attributes
- Leadership & Team Development: Proven ability to lead and mentor diverse teams, fostering a culture of collaboration, accountability, and continuous improvement. Strong in performance management, training, and development to maximize team potential and achieve organizational goals.
- Labor & Management Partnership: With extensive experience in labor relations and a deep understanding of union dynamics, I excel in managing teams in a unionized environment. I am adept at fostering collaborative relationships between management and union representatives, ensuring compliance with collective bargaining agreements, and effectively addressing employee concerns. My strong communication and conflict resolution skills enable me to navigate complex labor issues, promote a positive work environment, and drive operational efficiency while maintaining harmonious labor-management relations.
- Compliance & Regulatory Oversight: Ensures adherence to federal and state laws, compliance standards, and internal policies. Experience in managing reporting, policy updates, and implementing required changes to maintain operational compliance.
- Process Improvement & Project Management: Expertise in conducting root-cause analysis, planning process improvement projects, and translating business needs into actionable project requirements. Skilled in leading cross-functional teams to successfully execute projects and drive organizational change.
- Relationship Management: Experience in maintaining and managing relationships with partners and key stakeholders, ensuring service delivery in accordance with organizational guidelines.
- Financial Management: Experienced in managing and reviewing budgets and optimizing financial performance within allocated resources. Analytical ability to provide insights for decision making.
Accomplishments
- Achieved a Level 5 UBT Team Rating in 2023
- Collaborated with the UBT & Health & Safety Team to redevelop the ergonomic process in the RVMC resulting in a 33% reduction in workplace injury.
- Improved department access by developing new scheduling strategies to optimize schedules and reduce scheduling errors.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
UBT Management Co-Lead
Spirit Team Management Co-Lead
Health & Safety Coordinator
Surgical Services Team Manager
On-Boarding Peer
Timeline
Team Manager
Kaiser Permanente
06.2021 - Current
Senior Case Manager
Kaiser Permanente
02.2020 - 06.2021
Team Manager-Quality Assurance
Kaiser Permanente
02.2019 - 02.2020
Team Manager-Customer Service
Kaiser Permanente
07.2017 - 02.2019
Quality Assurance Analyst
Kaiser Permanente
09.2014 - 07.2017
Member Service Representative
Kaiser Permanente
11.2011 - 09.2014
Financial Service Representative
One United Bank
04.2006 - 11.2011
Health Administration
University of Phoenix
High School Diploma -
Paramount High School
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