Summary
Overview
Work History
Education
Skills
Timeline
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Traci Holland

Traci Holland

Healthcare
Powder Springs,GA

Summary

Dynamic Senior Director driving proven results within the healthcare industry. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Manages complex occupational issues while meeting business objectives. Collaborates with management teams and stakeholders to uphold company vision.

Overview

29
29
years of professional experience

Work History

Senior Director-Member Services

Advanced Medical Pricing Solutions
11.2018 - Current
  • Directed operations of Member Services, Provider Services, and Care Navigation Teams across the organization to provider first-class customer service
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Led development of business operation processes and policies.
  • Promoted from Director to Senior Director January 2023
  • Improved customer experiences to increase renewal rates, reduced churn and enhanced support services.
  • Worked closely with organizational leadership and board of directors to guide operational strategy and client retention
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Optimized operational processes using analytics tools to address client-specific metrics.


Manager- Field Services

Change Healthcare
02.2010 - 11.2018
  • Directed a team of 7 employees across numerous hospital locations in order to provide screening and enrollments eligibility and enrollment services for state and federal aid program to the uninsured population
  • Conducted quality assurance measures for all applications taken to ensure timeliness and accuracy
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Reviewed all hospital referrals to ensure accuracy of assessments by employees
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Resolve Application Manager

Chamberlin Edmonds (now Change Healthcare)
08.2007 - 02.2010
  • Managed a team of 8 employees within the corporate environment to provide resolution and approval, agency follow up and customer service to all Georgia Medicaid and disability applicants
  • Monitored quality and quantity of applications and ensured that applications were submitted and resolved timely
  • Maintained ongoing relationships with various departmental managers, state and federal agencies, to ensure applications were processed accurately and timely, and accounts were approved, precerted and billed timely, therefore ensuring revenue for local hospitals
  • Reviewed and analyzed statistical data related to department productivity to ensure goals were being met
  • Provided account updates/analysis to billing department on ongoing basis with regards to high dollar, split bill and problem accounts
  • Monitored inbound/outbound calls to ensure that abandoned call rate was less than 10% and hold times were minimal
  • Hired and trained departmental staff.

Assistant District Manager

Chamberlin Edmonds
03.1999 - 12.2001
  • Managed a team of 8 employees at numerous hospitals within the Atlanta metro area in order to provide eligibility and enrollment services for the uninsured population
  • Provided recruitment and training to all direct reports
  • Monitors quantity and quality of applications taken to ensure applications were submitted timely and accurately
  • Reviews all hospital referrals to ensure accurate assessments are completed
  • Analyzes various reports daily to ensure goals are being met
  • Devised strategies for problem solving in order to exceed hospital, district, and company goals and profitability
  • Assisted in implementation and start-up of newly contracted facilities within the state of Georgia.

Healthcare Representative

Chamberlin Edmonds
02.1998 - 03.1999
  • Screened uninsured hospital patients for potentially eligibility for government medical assistance
  • Completed and submitted disability and Medicaid applications on all self-pay patients meeting qualifications
  • Attended weekly case management meetings to provide updates on current in house self-pay patients and their applications, as well as answer questions related to our process
  • Met weekly with management to review referrals to ensure accurate assessments were being made.

Client Support Specialist

Chamberlin Edmonds
07.1997 - 02.1998
  • Acted as liaison between hospital patients and government agencies in order to qualify patients for Medicaid
  • Answered daily phone calls to answer applicant questions, solve problems and provide application updates
  • Attended continuous training to ensure the most up to date knowledge on all Medicaid policies and guidelines.

Activity Director

Lee County Health Care
07.1996 - 05.1997
  • Developed and implemented daily activity programs for 60-bed skilled nursing facility, including 8-bed Alzheimer's unit
  • Established volunteer program and recruited and trained volunteer staff
  • Created wrote and published quarterly facility newsletter
  • Participated in care plan team to ensure each resident's physical, emotional and social needs were met.

Coordinator of Senior Volunteer Program

Older Americans Council
03.1995 - 07.1996
  • Organized and implemented ongoing volunteer opportunities for over 450 senior volunteers
  • Created and published first-ever quarterly newsletter for locate sponsor of volunteer program
  • Presented informational programs to prospective volunteers as a recruitment tool
  • Planned and presided over yearly volunteer recognition program.

Education

Bachelor of Science - Gerontology

Bowling Green State University
Bowling Green, Ohio

Skills

  • 25 years experience in Healthcare and Patient Advocacy
  • Collaborative Leadership
  • Crisis and Risk Management
  • Operations Management
  • Key Performance Indicators
  • Team Building and Motivation
  • Leadership Development
  • Customer Relationship Management

Timeline

Senior Director-Member Services

Advanced Medical Pricing Solutions
11.2018 - Current

Manager- Field Services

Change Healthcare
02.2010 - 11.2018

Resolve Application Manager

Chamberlin Edmonds (now Change Healthcare)
08.2007 - 02.2010

Assistant District Manager

Chamberlin Edmonds
03.1999 - 12.2001

Healthcare Representative

Chamberlin Edmonds
02.1998 - 03.1999

Client Support Specialist

Chamberlin Edmonds
07.1997 - 02.1998

Activity Director

Lee County Health Care
07.1996 - 05.1997

Coordinator of Senior Volunteer Program

Older Americans Council
03.1995 - 07.1996

Bachelor of Science - Gerontology

Bowling Green State University

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