Workforce Coordinator

• Oct 2012 - Present

Supervisor, Clinical Administration

• Jun 2006 - Oct 2012

Responsible for the hiring, management and development of up to 18 direct reports offering frontline and claims related customer service to members and providers with regard to management of their behavioral health benefits in a managed care call center setting. Communicates business objectives, system updates and performance expectations both in monthly team meetings and in individual supervisory settings. Works closely with Workforce Management Team to determine appropriate staffing levels to ensure established Key Performance goals are met (Handle Time, Quality, Adherence and Attendance). Oversees implementation of new hire and existing staff training needs.Investigates calls regarding issues of a escalated or supervisory nature. Actively participates in national cross-site and local interdepartmental projects, implementations and training initiatives. Acts as Clinical Administrative Team Leader for new business implementations and project implementationsConducts yearly performance appraisals and sets corresponding individual development goals Reviews daily statistical and behavioral need for appropriate recognition or corrective action as warranted. Completes audits of frontline staff calls monthly to assess consistency in call qualityMaintains skill sets with regard to call handling, system use, and company protocol/procedures to troubleshoot issues with frontline staff as needed. Show less

Lead Intake Coordinator

• Apr 1999 - Jun 2006

Assisted in supervision of intake staffImplemented, coordinated and delivered training modules for new hires as well as system/procedural enhancement training for existing staffDeveloped and maintained training documentation and manualsPerformed quality audits and provided performance feedbackPlanned and facilitated intake meetingsMonitored phone statistics/schedule adherence and maintained daily statistical data reports Dealt with escalated phone calls of a supervisory natureActed as primary resource for eligibility verification for various departments Assisted Intake Supervisor with interviews Participated in multiple project initiatives utilizing the DMAIC method. Show less

Intake Coordinator

• Jun 1998 - Mar 1999

Provided initial telephonic contact and system data entry for members and providers seeking mental health and substance abuse servicesTriaged calls as appropriate to care management staff to deliver quality customer serviceGained strong experience with insurance verification, benefit quotation and the referral/authorization process of the managed care industry