Experience

Anthem

• United States
• Insurance
• 700 & Above Employee

• Manager II, Health Outreach Services

  • Aug 2018 - Present

  •Responsible for Performance Guarantees in enrollment and engagement for enrollment services.•Responsible for oversight or department support staff (HPR III) schedules and duties.•Responsible for organization of department SharePoint sites and consolidation project.•Responsible for managing non-clinical team within disease management and case management•Coordinate hiring, training, coaching, counseling and performance evaluations for direct hires and contractors.•Responsible for interviews potential candidates and ramp-up for new staff. •Facilitate and Support changes in protocols and procedures. •Increase efficiencies of overall processes through collaboration with numerous departments case management•Organize specialized campaigns to achieve performance guarantees•Oversee associate peer support programs via phone and email•Performance and Behavioral coaching•CM/DM Non-Clinical Process and Procedure SME•Weekly and quarterly reporting



Anthem, Inc.

• Manager I, Health Outreach Services

  • May 2016 - Aug 2018

  •Responsible for managing non-clinical team within disease management and case management•Coordinate hiring, training, coaching, counseling and performance evaluations for direct hires and contractors.•Facilitate and Support changes in protocols and procedures. •Increase efficiencies of overall processes through collaboration with numerous departments case management•Organize specialized campaigns to achieve performance guarantees•Oversee associate peer support programs via phone and email•Performance and Behavioral coaching•CM/DM Non-Clinical Process and Procedure SME•Weekly and quarterly reporting



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Case Management Health Program Lead

  • Aug 2014 - May 2016

  •Support health outreach services manager, director, and off premises workers (OPW)•Responsible for individual and team performance including performance tracking, motivation, and action plan development•On-going facilitation of training on new and revised processes for St. Louis, Denver, Manila, and OPW teams •Identify trends in performance and implement coaching to adhere to company guidelines•Facilitate team meetings, one on one coaching, group huddles•Participate in leadership meetings, discussions, performance improvement initiatives and decisions•Facilitate cross-training associates transferring from other departments•Review company protocols reviews and disseminate updates to staff•Review and update training materials•Draft training materials for developing processes•DM Dialer process SME responsible for aligning CM non-clinical associates to the same process, procedures, and culture of the DM non-clinical department. •Supported CM non-clinical team transitioning from manual work to dialer work. •Completed 100% of quality evaluations for CM Health Program Representatives for first 3 months on the dialer until corporate quality department could take over. The first month the team was formerly reviewed by the quality department, every associate meet or exceeded expectations.

• Health Outreach Lead

  • Oct 2012 - Aug 2014

  •Support health outreach services manager and a team of up to 30 health outreach specialists with multiple operational needs on a daily, weekly, and monthly basis.•Responsible for individual and team performance including performance tracking, motivation, and action plan development.•On-going facilitation of training on new and revised processes.•Identify trends in performance and implement coaching to adhere to company guidelines.•Facilitate team meetings, one on one coaching, and group huddles.•Participate in leadership meetings, discussions, performance improvement initiatives and decisions.•Implemented process for training peers how to use operational reporting to support coaching on various metric deficiencies. •Implement formal organizational system for electronic files for all employees. •Originate training tracking spreadsheets for department use.

• Health Outreach Specialist (ICQ Team)

  • Apr 2012 - Oct 2012

  •Charged with making outbound calls regarding procedures.•Worked closely with management to achieve process improvement.•Volunteered for extra work including incentives and case creation for training.



Peregrine Corporation

• Sales Representative

  • Nov 2011 - Apr 2012

  •Responsible opening and closing store procedures.•Charged with midday safe and registers audits, bank deposits, and change requests.•Placed and received product orders, unpacked deliveries, stocked shelves, maintained law away and rain check databases.•Verified price comparisons and adjusted prices on a daily basis.•Provided customer service over the phone and in person•Maintain general store upkeep. •Responsible opening and closing store procedures.•Charged with midday safe and registers audits, bank deposits, and change requests.•Placed and received product orders, unpacked deliveries, stocked shelves, maintained law away and rain check databases.•Verified price comparisons and adjusted prices on a daily basis.•Provided customer service over the phone and in person•Maintain general store upkeep.



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Health Outreach Specialist

  • Jan 2008 - Aug 2011

  •Charged with making outbound calls regarding health management programs.•Worked closely with management to achieve process improvement in training and scripting. •Actively involved in special projects such as ProQual testing, floor training, ICQ pilot, peer side by sides, developing the HOS team site, and enrollment for House Account clients. •During my work at WellPoint, I received two awards for quality, two for overall performance, and two formal acknowledgements of appreciation for dedication.



Head Quarters Gift Shop

• Manager

  • Jan 2007 - Feb 2008

  •Same duties as Peregrine Corporation in a similar retail setting •Same duties as Peregrine Corporation in a similar retail setting



CompUSA

• Retail
• 300 - 400 Employee

• Technical Services Coordinator

  • Jan 2007 - Jan 2008

  •Responsible for inbound calls, customer notifications, processing and closing order requests, and auditing daily orders. •Packing and shipping of warranty work. •Organization and cleanliness of shop.•Processed paper work and facilitated the destruction of abandoned items.•Coordinated orders with technicians.•Provided coaching on behavioral issues.•Coordinated schedules for technicians. •Responsible for inbound calls, customer notifications, processing and closing order requests, and auditing daily orders. •Packing and shipping of warranty work. •Organization and cleanliness of shop.•Processed paper work and facilitated the destruction of abandoned items.•Coordinated orders with technicians.•Provided coaching on behavioral issues.•Coordinated schedules for technicians.



Abacus Financial

• Assistant Loan Processor

  • Jul 2006 - Dec 2006

  •Serviced incoming calls, communications with financial institutions, borrowers, and brokers. •Processed stipulations of loan agreement.•Obtained documentation from borrowers and third parties to prove work history, assets, and credit history of borrowers. •Serviced incoming calls, communications with financial institutions, borrowers, and brokers. •Processed stipulations of loan agreement.•Obtained documentation from borrowers and third parties to prove work history, assets, and credit history of borrowers.



Green River Mortgage / Palm Financial

• Junior Loan Officer

  • Jan 2006 - May 2006

  •Verified eligibility of potential borrowers, compared rates of national and local lenders, and processed pre-approval letters.•Met with clients to review and sign loan paperwork.•Maintained communications with lenders, borrowers, realtor, and the title company through all stages of the loan process. •Serviced incoming calls, communications with financial institutions, borrowers, and brokers. •Processed stipulations of loan agreement.•Obtained documentation from borrowers and third parties to prove work history, assets, and credit history of borrowers.



CompUSA

• Retail
• 300 - 400 Employee

• Business Services Coordinator

  • Sep 2003 - Jan 2006

  Business Coordinator March 2005 – January 2006):•Processed purchases and returns for business and tax exempt customers. •Processed pre-orders, web-orders, in-store pick-up orders, and paper work for loaner equipment.•Managed booth at vender fairs. Front End Lead (April 2005 - September 2005):*I recognize that there is an overlap between these two roles. I took this role a few weeks after beginning as the Business Coordinator because one of the Front End Leads had a leave of absence due to illness. I worked both jobs simultaneously until he returned.•Serviced inbound customer service calls.•Responsible for manager overrides at all registers.•Responsible for opening and closing procedures of the cash office.•Maintained twice daily counts of all drawers and the safe.•Responsible for money orders, deposits.•Coordinated schedules for customer service.•Facilitated daily huddles, weekly and monthly meetings. •Coordinated and facilitated monthly training seminars. Customer Service Representative (September 2003 - March 2005):•Serviced inbound customer service calls.•Processed purchases and returns.•Responsible for stocking and facing shelves.