Business Analyst

• Jan 2022 - Present

• Change of Hours for IL Call Center- Aligned Call Center hours with state contract resulting in annualized savings of $1.87M. • Implemented Good Catch program for Central West Call Center Region- Nearly 200 feedback/ process improvement ideas submitted for leadership review in the first 6 months. • Maintain Call Center Project- 80 completed projects amongst leadership in 2022, 42 in Q1 and Q2 2023. • Assisted Call Center Leadership and Provider Data Management in creating an outreach team to update the Provider Directory with over 1,500 successful calls in the first 90 days. • Assisted in Redetermination workgroup to ensure all 900,000+ Illinois Medicaid Members are aware of redetermination resuming in 2023 and that the call center can assist with Member/ Provider questions. Show less

Supervisor

• Jun 2021 - Jan 2022

• Lead team of 15 call center agents • Lead training groups of 10-15 agents • Assist management with interviewing and hiring • Assist the Quality Assurance department by reviewing agent’s calls • Maintain and update policy and procedure documents as necessary • Run agent performance reports, clean the data and make it presentable for upper management • Utilize Microsoft Excel to track the trends of agent performance to track and identify department trends • Plan and budget for Customer Service Appreciation Week for call center of 80 agents Show less

Supervisor

• Jul 2016 - Jun 2021

• Lead team of 20 call center associates • Support associates across all teams by answering questions and taking Supervisor calls o Primary areas of support included utilization management, claims, provider contracts, member eligibility • Mentor new Supervisors, offer feedback and help them problem solve new scenarios • Monitor associate KPIs through Tableau and implement coaching when not meeting • Draft and deliver disciplinary action for associates up to and including termination of employment • Analyze after call survey reports to identify trends in customer service • Outlined barriers within integration process for roughly 100 member and provider call center associates, then utilized barriers to provide resolutions and process improvements • Coordinate with Workforce Management to ensure all associate schedules align with service level demands • Maintain and update training materials as needed Show less

Spa Manager

• Aug 2015 - Jul 2016

Work directly with customers to schedule appointments, answer questions, resolve complaints and sell memberships. Manage massage therapists' and other front desk associates along with training and hiring new employees. Work directly with customers to schedule appointments, answer questions, resolve complaints and sell memberships. Manage massage therapists' and other front desk associates along with training and hiring new employees.

Behavioral Health Technician

• Jul 2015 - Sep 2015

Work one on one with children with autism implementing ABA (Applied Behavioral Analysis) programs created by supervisors. Work one on one with children with autism implementing ABA (Applied Behavioral Analysis) programs created by supervisors.

Campus Dining

• Sep 2013 - Apr 2015

Cashier

• May 2013 - Sep 2013