Walter Sanders
Wentzville,MO
Summary
Healthcare Operations Leader experienced in client management, regulations, and operational execution seeking opportunities to continue to evolve skills and add value to the organization. Summary: Over twenty years of healthcare industry experience in various operational roles with accountability for business results. Demonstrated ability to optimize resources using solid interpersonal skills, excellent judgement, and the ability to foster teamwork in support of the organizational goals. Very adaptable and flexible with an established ability to manage multiple initiatives and work effectively in an ever-changing environment.
Overview
20
20
years of professional experience
Work History
Senior Client Service Manager-Optum Health
UnitedHealthGroup
01.2023 - 05.2024
- Ensures Optum client satisfaction by resolving and responding to account issues and requests
- Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs
- Represents and/or facilitates client meetings/presentations; travel to client site is required
- Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
- Provides end to end review and analysis of client requests to proactively identify downstream gaps or issues
- Maintains up-to-date account information in Optum systems, such as benefit plan updates and client issue tracking
- Builds and maintains key relationships with clients, U-Channel, benefits consultants, internal and matrix partners
- Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results
- Possesses experience and skills to work with accounts that have both Care and Behavioral Management products and are strategic, custom or complex in nature
- Solves day-to-day account service issues directly or by leading internal teams to a solution
- Provides consultative and proactive recommendations to the client and internally regarding service issues and growth opportunities to maintain and grow the business relationship
- Manages marketing communications projects for clients, including coordination of direct and/or electronic mailings to members
- Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
- Investigates discrepancies in Optum systems data, such as eligibility information
- Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
- Acts as single point of contact to the account for all service-related issues
- Improves the quality-of-service delivery for the broader team through sharing knowledge, improving processes, etc
Operations Manager-Service Account Management
UnitedHealthcare
Maryland Heights, MO
04.2012 - 12.2022
- Mentor and oversee career development of direct staff in support of operations growth
- Analyze team performance and formulate action plans to address opportunities
- Participate in management appraisal cycle discussions
- Monitor human capital guidelines adherence of the team
- Lead internal management reviews, business reviews and quality reviews discussions with customer
- Serve as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by all stakeholders
- Evaluate and analyze client satisfaction metrics/data to identify opportunities for improving client outcomes, and take appropriate action
- Coordinate with other internal functions and business leaders to complete projects and address ongoing service needs
- Drive/participate in effective implementation and delivery of new client services/ solutions, in collaboration with implementation teams
Senior Service Account Manager
UnitedHealthcare
Maryland Heights, MO
08.2008 - 04.2012
- Responsible for first-level response and resolution of escalated issues with internal and external business partners
- Provide a high level of customer service by providing support and guidance to existing and potential customers to ensure continued membership
- Uses pertinent data and facts to identify and solve a range of problems within area of expertise
- Provide explanations and interpretations within area of expertise
- Prioritize and organize own work to meet deadlines and individual performance metrics
- Prepare and present reports for assigned accounts or for area of specialty
- Communicate and present information to audiences at all levels both internally and externally
- Communicate and update account service information to appropriate internal staff
- Investigates discrepancies in Optum systems data, such as eligibility information
- Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
- Acts as single point of contact to the account for all service-related issues
- Improves the quality-of-service delivery for the broader team through sharing knowledge, improving processes, etc
Call/Claim Supervisor, Customer Service
UnitedHealthcare
Maryland Heights, MO
01.2004 - 07.2008
- Serve as a leader by directing the team and ensuring the team successfully applies the call and claim strategy to each interaction
- Serve as first point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve the issue(s)
- Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance
- Motivate individuals and teams to provide exceptional customer service
- Partner with the Quality Specialist to develop improvement plans for their respective area of responsibility based on quality analysis
- Facilitate daily meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and / or issues
- Assume accountability for ensuring individuals and the team meets their performance metric goals
- Conduct formal monthly one-on-ones, annual performance reviews and informal mid - year and quarterly performance reviews
- Provide coaching to associates based on quality results and develop improvement plans when needed
- Provide corrective feedback to manage employees who need improvement
- Partner with Management to recruit, develop and manage a high caliber workforce with minimal turnover, including interviewing
Education
B.A. - Business Administration, Marketing
University of Missouri
01.1994
Skills
- Sales Support
- Employee Development
- Relationship Management
- Account Management
- Strong leadership
- Business Analysis and Reporting
- MS Office
- Adaptability and Flexibility
- Interpersonal Communication
- Task Prioritization
Timeline
Senior Client Service Manager-Optum Health
UnitedHealthGroup
01.2023 - 05.2024
Operations Manager-Service Account Management
UnitedHealthcare
04.2012 - 12.2022
Senior Service Account Manager
UnitedHealthcare
08.2008 - 04.2012
Call/Claim Supervisor, Customer Service
UnitedHealthcare
01.2004 - 07.2008
B.A. - Business Administration, Marketing
University of Missouri
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