Program Coordinator

• Jan 2022 - Present

• Jul 2019 - Jan 2022

Provided leadership and ongoing service excellence to #1 call center in the nation, serving 474,000 Veterans and their families; 630+ staff and support, with $1.4B in annual federal benefits paid.Developed, implemented and delivered internal training to 5+ new hires monthly; prepared highly qualified staff by teaching claims procedures, benefits eligibility, and best practices.Reduced escalated calls by 20% serving as direct contact for Level 2 patient calls; documented all patient feedback accordingly. Show less

• May 2018 - Jul 2019

Decreased staff turnover by creating and implementing a compressed work schedule, ensuring all staff gained equal holidays, weekends, and extra workday off. Modified schedules and reassigned staff as necessary.Guided and led a team of 14 Physicians, 22 Nurses, 5 PA's and 30+ staff. Managed relationships with 65+ member physicians within network.Oversaw and managed workflow of 40+ department staff and executed day-to-day center operations. Provided recommendations to senior management and stakeholders for service improvements impacting over 400K+ clients by analyzing key metrics, client engagement/feedback and process mapping. Show less

• Dec 2012 - May 2018

Handpicked for 6-month Leadership Intensive Program and created high-level presentations for Senior Leadership on increasing brand awareness, policy changes, emerging trends and current issues.Driving-force behind VA project rollout and monitoring of quality assurance measures. Oversaw document creation, validated the patient authentication process, designed on-boarding process, and monitored effectiveness of program over 60-day period. Resulted in overall client satisfaction and ease of use. Show less