Tyrena Cross
Chicago,IL
Summary
Highly organized and detailed-oriented professional with a strong work ethic and dedication to achieving goals on time and within scope and budget. Experienced in Healthcare Operations for more than 23 years within Sales, Marketing and Project Management offices; optimizing productivity, efficiency and service quality across various environments. Highly dependable and reliable leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams to ensure operational and service excellence.
Overview
23
23
years of professional experience
Work History
Senior Program Management Coordinator
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
06.2011 - Current
- Experience supporting large scale complex programs and projects
- Lead all phases of a small or medium scale project
- Manages and tracks project status, project risks, issues, decisions, cost to budget performance ensuring metrics are captured and accurately reported on to all stakeholders
- Facilitates project meetings with stakeholders and captures meeting minutes as well as distribution and management of all project documents in repositories such as SharePoint and MS TEAMS
- Reconcile project/program schedule to reflect the true status of all tasks and escalate any risks to schedule with the Senior PM or program manager using MS Project and JIRA
- Maintains action items, risk and issues logs with respective owners and track all to completion during the project lifecycle
- Monitor and track resource reconciliation for project cost accounting as well as resource leveling to ensure the project is within budget and schedule
- Create executive level and senior leadership meeting presentations and reporting as required
- Maintains and manages all program/project artifacts such as Change Request forms, Governance documents, other pertinent documents ensuring versioning integrity.
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Manage project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improve team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Implemented cost-saving measures through resource allocation optimization, leading to significant budget reductions.
- Enhance customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Develop comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Streamline vendor management processes, facilitating improved relationships and timely service deliveries.
- Contribute to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Trainer for new hires. Coach employees through day-to-day work and assist to resolve complex problems.
- Collect and analyze business data from various departments to prepare reports and presentations for management.
- Resolve issues through active listening and open-ended questioning, escalating major problems to manager.
- Implement project management techniques to overcome obstacles and increase team productivity.
- Organize spaces, materials and catering support for internal and client-focused meetings.
- Organize meetings for executives and coordinated availability of conference rooms for participants.
Executive Assistant to Director of Marketing Customer Care & Consumer Relations
Morton Salt (Consultant)
02.2011 - 06.2011
- Demonstrated capacity to provide comprehensive support for executive-level staff
- Successfully coordinate and host marketing conferences with more than 100 international guests, Organizing the details of special events, travel arrangements, corporate agendas, and itineraries
- Manage non-capital purchases, direct vendor relations, generate and maintain operation budget and expense records
- Developed and maintained administrative processes that reduce redundancy, improve accuracy and efficiency while achieving organizational objectives
- Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities to resolve issues in the initial stages.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
- Collaborated on special projects to improve overall business operations within the organization efficiently.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences.
- Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
Marketing Account Representative
Morton Salt (Consultant)
11.2010 - 02.2011
- Monitor delivery and inventory of packaged and bulk Ice Melt orders to large corporate clients to ensure accurate and timely delivery of orders and invoices
- Work with internal and external contacts to contract carriers to ensure products meet or exceed customer delivery expectation
- Client liaison for the supply chain, production facilities, and transportation departments to ensure customer expectations and performance guarantees are met
- Highly focused and results-oriented when representing Morton Salt to their major accounts such as Home Depot, Lowe's and Fresenius and John-Deere
- Accurately maintain customer database and all Morton systems.
Implementer / Account Support Analyst (National/Local/Hospital Markets)
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
04.2007 - 08.2010
- Responsible for the project management and implementation of new and renewing business for various National and Local clients covering all phases of small to large-scale projects with medium to high risk
- Manage marketing support functions for National and Local accounts to ensure timely and accurate implementation of Automated Eligibility Process conversions, new sales, reverse files, ID card production, broker and vendor audits and changes
- Responsible for supporting Sales/Account Management in prospecting and acquiring, new or renewing business on and off site
- Facilitate pre/post-sale site visits to explain the implementation process and serve as the lead on the account from beginning to end
- Experienced in high profile complex accounts that require careful documentation, interpretation, and consultation with the client to ensure that all intended results are met
- Research inquiries received from Brokers or account HR personnel regarding automated eligibility issues, account structure design and characteristic assignment
- Lead weekly and monthly conference calls and meetings with all FSU's and Marketing Management to validate critical business needs and renewal target dates are being met
- Maintained the master query of all AEP renewing business making any change that would impact account structure design or interfere with the processing of the AEP file or cause programming changes
- Represent Local Sales division on several enterprise committees, accurately communicating project status with key resources, teams, and stakeholders
- Compile census data from various TPA insurance providers to generate ad-hoc reports for Executive review
- Maintain excellent rapport with Client Staff, Brokers, Vendor personnel, Sales/Account Executives, and all FSU Management and Specialist
- Complete proposals and opportunity documents for upcoming projects.
Lead Group Specialist (Hospital Marketing and Large Group Brokerage)
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
02.2002 - 04.2007
- Provides on and off-site services and guidance to group personnel on matters concerning claims, inquiries, and benefit levels
- Facilitate open enrollment meetings with clients
- Strong oral and written communication skills
- Maintain excellent rapport with Members, Client Staff, Brokers, MCHC personnel, Sales & Account Executives, Rockford, Danville, and Quincy FSU's
- Performed New Group and Renewal maintenance through BlueStar regarding HMOI, Blue Advantage, Hospital Accounts, National Accounts and numerous PPO/ASO products
- Compile data sheets and coordinate accurate and timely release of ID cards, Review and approve SPD/BPD and Certificate benefit booklets for accuracy of benefits before releasing to print, Responsible for updating various logs for the Account Executives and Managers
- Support Administration, Marketing, Customer Service and Benefit Administrators as needed
- Maintain PPO and EPO preferred provider directories
- Trained all Group Specialists on the processing of Hospital Accounts
- Creating training manuals and presentations for department processes.
Service Representative II
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
04.2001 - 02.2002
- Ensure prompt, accurate and courteous responses to all inquiries
- Strong comprehension and analytical ability
- Excellent public relation and speaking skills
- Provide clear and accurate verbal and written information to internal and external callers.
Senior Clerk
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
11.2000 - 04.2001
- Inspected quality of member certificate booklets and member ID cards for complete accuracy
- Researched group data on BlueStar database to ensure membership enrollment matched ID card system
- Effectively resolved critical ID card production issues, investigated, and resolved group policy issues for Contract Administration and Underwriting teams
- Trained new employees on group policy maintenance and benefit plan renewals.
Education
Criminal Justice
Kishwaukee College
Malta, ILCriminology/Sociology
Northern Illinois University
Dekalb, ILSkills
- Project Coordination & Management
- Project Support
- Stakeholder Engagement
- Document Management
- Financial Management
- Information Collection & Document Control
- Data Entry & Database Management
- Resource Allocation
- Scheduling and Calendar Management
- Effective Cross-functional Collaboration & Communication
- Time Management & Organizational Skills
- Coaching and Mentoring
Accomplishments
- Affordable Care Act
- ICD-10
- New Mexico Centennial Care
- GPD Stabilization
- ITS Migration
- Affordability of Care
- Customer Service Insourcing
Coordinated the following complex programs through to completion (this is not an all inclusive list):
Project Management
- Project management professional with strong analytical, management and planning skills required to manage projects from inception through end of project lifecycle
- Ability to coordinate the efforts of many to meet organizational goals and increase ROI
- Ensure all client-specific procedures, contracts, and deliverables are well documented by identifying project assumptions, dependencies, scope, risks, issues, plans and status reports
- Participate in internal process improvement and strategic planning initiatives
- Manage the relationship between internal/external client organizations
Affiliations
- Big Brother/Big Sister Organization – Big Sister since 1997
- Member of the ASPCA since 2003
- Love Unity and Values (LUV) Institute of Chicago – Mentor since 2017
Timeline
Senior Program Management Coordinator
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
06.2011 - Current
Executive Assistant to Director of Marketing Customer Care & Consumer Relations
Morton Salt (Consultant)
02.2011 - 06.2011
Marketing Account Representative
Morton Salt (Consultant)
11.2010 - 02.2011
Implementer / Account Support Analyst (National/Local/Hospital Markets)
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
04.2007 - 08.2010
Lead Group Specialist (Hospital Marketing and Large Group Brokerage)
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
02.2002 - 04.2007
Service Representative II
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
04.2001 - 02.2002
Senior Clerk
Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)
11.2000 - 04.2001
Criminal Justice
Kishwaukee College
Criminology/Sociology
Northern Illinois University
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