Victoria Bean
Richmond,Virginia
Summary
Results-driven Healthcare Operations Leader with 10 years in customer service and 6 years in Medicaid enrollment team supervision. Expertise in managing escalations, enhancing KPIs, and developing SOPs and training programs. Proficient in resolving member issues, ensuring compliance with DMAS, CMS, and HIPAA, and conducting workflow analysis for operational improvement. Currently pursuing Lean Six Sigma, CAPM, and Google Data Analytics certifications.
Overview
7
7
years of professional experience
Work History
Operations Team Lead
Maximus
Virginia
04.2025 - Current
- Reviewed and verified Medicaid eligibility, enrollment changes, and coverage details to ensure accurate processing and compliance with DMAS requirements.
- Managed high‑priority member escalations by coordinating with QA, supervisors, and state partners to ensure timely and compliant resolution.
- Supported daily, weekly, monthly, and quarterly workload forecasting and resource planning to maintain service levels and prevent backlog accumulation.
- Monitored workflow trends and recommended adjustments to improve throughput, reduce delays, and strengthen operational efficiency.
- Ensured strict compliance with DMAS, CMS, and HIPAA requirements through accurate documentation, daily audits, and adherence to standardized procedures.
- Developed SOPs, job aids, and training materials adopted across onboarding and tenured training programs, improving consistency and reducing error rates.
- Developed and coached a team of 10+ representatives, driving performance improvements, accountability, and alignment with organizational goals.
- Collaborated cross‑functionally with QA, Workforce Management, Training, and Operations to support project goals, workflow changes, and continuous improvement initiatives.
- Assisted with finance and business reporting, contributing to operational planning, forecasting accuracy, and performance tracking.
CSR - I
MAXIMUS
Virginia
01.2024 - 04.2025
- Guided Medicaid recipients through complex enrollment processes with clarity, empathy, and regulatory accuracy.
- Maintained expert‑level knowledge of evolving health plans, coverage requirements, and DMAS policies.
- Achieved consistent 94%+ QA scores through precise documentation, active listening, and compliant resolution practices.
- Identified enrollment discrepancies impacting member coverage and collaborated with internal teams to resolve issues affecting claims and provider access.
- Reported recurring consumer issues and workflow gaps to leadership, supporting updates to training materials and process improvements.
Associate Manager
Charlotte Russe
Virginia
08.2019 - 04.2022
- Led and coached a team of 11+ associates, improving performance, accountability, and customer satisfaction through structured development and daily leadership.
- Assisted with scheduling, ensuring adequate coverage, workload balance, and alignment with store performance goals.
- Supported inventory management, including stock audits, replenishment planning, and shrink‑prevention strategies.
- Contributed to loss prevention efforts by monitoring compliance, identifying risk patterns, and reinforcing security protocols with staff.
- Routinely partnered with regional management to ensure store‑level compliance with corporate standards, operational policies, and merchandising requirements.
- Delivered structured onboarding and continuous training to standardize service delivery and strengthen retention.
- Analyzed sales and customer‑behavior data to identify service gaps and recommend process improvements to regional leadership.
Education
Associates of Arts -
American Musical And Dramatic Academy
New YorkSkills
- People Management
- Leadership
- Staff Training
- Process Improvement
- Operational Efficiency
- Quality Assurance
- HIPAA
- Analytical and Critical Thinking
- Problem-Solving
- Project Coordination
- Teamwork and Collaboration
- Microsoft 365
- Genesys
- SimpliciTTY
Accomplishments
- Led a 90‑Day Average Handle Time (AHT) improvement initiative resulting in a 21% reduction , sustaining performance 1+ minute under contractual KPI requirements .
- Created the Quick Notes job aid, adopted across the project as a core training and operational resource; improved call flow, reduced hold time, strengthened agent confidence, and decreased escalations. The success of this tool inspired the development of the Genesys Knowledgebase , a centralized repository outlining common call scenarios, background context, required questions, next‑step guidance, and standardized call‑note templates.
Timeline
Operations Team Lead
Maximus
04.2025 - Current
CSR - I
MAXIMUS
01.2024 - 04.2025
Associate Manager
Charlotte Russe
08.2019 - 04.2022
Associates of Arts -
American Musical And Dramatic Academy