Experience

Health Integrated, Inc.

• United States
• Medical Practices

• Director of Operations

  • Feb 2015 - Present

  Tampa/St. Petersburg, Florida Area Director – Call Center Operations, Intake Primarily responsible and accountable for the daily leadership and management of Supervisors, Client Services Representatives and Associates, and other ancillary non-clinical staff in a 24/7 Call Center, servicing several Health Plan providers. Directed and engaged in the management of new implementation strategies, while evaluating existing business processes, with recommendations of efficient, cost-effective solutions which support Medical and… Show more Director – Call Center Operations, Intake Primarily responsible and accountable for the daily leadership and management of Supervisors, Client Services Representatives and Associates, and other ancillary non-clinical staff in a 24/7 Call Center, servicing several Health Plan providers. Directed and engaged in the management of new implementation strategies, while evaluating existing business processes, with recommendations of efficient, cost-effective solutions which support Medical and Behavioral Utilization Management. • Participated in collaborative effort to onboard and launch two Health Plans effective January 2016. • Successfully implemented Call Center Operational Guidelines “Changing Behavior in Healthcare” • Participated in the development and launch of the Daily Operating Report, summarizing operational performance of Health Plans on a daily basis for all departments. • Achieved 95% of Service/Quality objectives while measuring KPI’s. • Oversee Crisis Call Center's 24/7 crisis line coverage for providing a safe, non-judgmental source of support for provider members in any type of crisis, which include licensed behavioral health clinicians to barge in for any additional crisis intervention, and avert unnecessary hospitalizations. Show less



Coventry Health Care, an Aetna Company

• Vendor Relationship Manager/Project Lead

  • Feb 2013 - Jan 2015

  Tampa/St. Petersburg, Florida Area Vendor Relationship Manager/Project Lead – CSO Business Operations Responsible for managing implementation strategies, and evaluates existing business processes and recommends efficient, cost-effective solutions which support the Customer Services Operations (CSO), Healthcare Enrollment/Billing, Processing, and Call Center Performance to ensure Service Level Agreements (SLA’s) are met. • Serves as primary management contact and Client/Vendor liaison responsible for CMS On/Off Exchange… Show more Vendor Relationship Manager/Project Lead – CSO Business Operations Responsible for managing implementation strategies, and evaluates existing business processes and recommends efficient, cost-effective solutions which support the Customer Services Operations (CSO), Healthcare Enrollment/Billing, Processing, and Call Center Performance to ensure Service Level Agreements (SLA’s) are met. • Serves as primary management contact and Client/Vendor liaison responsible for CMS On/Off Exchange member satisfaction, and escalated issues. • Successfully led 2014 PCI Compliance Program for vendor, and obtained a fully executed Attestation of Compliance on schedule for October 31, 2014. • Participated in 3Q2014 and 4Q2014 Vendor audits to include, Vendor Governance and Management Oversight, Public Exchanges Enrollment/Billing Collections, Delinquency Process, and Call Center Operations. Collaborated with audit teams, and led development of Management Action Plans to ensure efficiency of Controls implemented . • Managed all Department of Insurance Regulatory Complaints submitted by members by hosting routine conference calls to address issues immediately. • Worked closely with Vendor Operations Management to achieve a MTD SLA of 98.32% Call Center metrics, and 99.46% in Processing. Show less



Matrix Medical Network

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Director, Teleservices Operations

  • Jun 2012 - Jan 2013

  Clearwater, FL Responsible for all Call Center Teleservices operations for Clearwater and New York sites. • Established and implemented the Teleservices strategy, standardized processes and oversight of quality, metrics, service levels and key performance indicators. • Partnered with Clinical and Client Services Operations to support Medicare Advantage and providing in home health assessments to its health plan members. • Developed Performance Management Program for employee development, metrics… Show more Responsible for all Call Center Teleservices operations for Clearwater and New York sites. • Established and implemented the Teleservices strategy, standardized processes and oversight of quality, metrics, service levels and key performance indicators. • Partnered with Clinical and Client Services Operations to support Medicare Advantage and providing in home health assessments to its health plan members. • Developed Performance Management Program for employee development, metrics based evaluations, and reward systems.

• Manager, Quality Assurance & Training

  • Mar 2012 - Jun 2012

  Clearwater, FL Manager - Quality Assurance & Training • Coordinated and led the development of a new Quality Assurance Program for Clearwater and New York sites • Developed and implemented Quality Assurance Review process, as well as Quality Assurance Scorecard • Liaison in conducting quarterly call calibrations for multiple health plans to ensure adherence of service level agreements.



Modis Consulting

• Consultant - ECCS Business Analyst at JPMorgan Chase

  • Jul 2011 - Dec 2011

  Tampa/St. Petersburg, Florida Area Managed and supported daily functions for ECCS Serving Site On-Boarding Program, by working closely with ECCS/GTI and Project Managers to ensure that Line of Business Requirements, Functional Requirement and Configuration documents were locked and deliverables met for design and testing phases of assigned projects.



Ford Motor Credit Company

• United States
• Banking
• 100 - 200 Employee

• Center of Excellence Business Analyst/Procedure Sponsor

  • 2009 - 2010

  Led operational and financial services for Business Centers in the U.S. and Canada. Planned, developed, and implemented systems, solutions, and procedures to improve the operating quality and efficiency of business units. Subject Matter Expert (SME) and procedure sponsor for select account services and vehicle liquidations procedures, across the U.S. and Canada. Oversaw continuous improvement activities of cross-functional departments in Account Services and Vehicle Liquidations… Show more Led operational and financial services for Business Centers in the U.S. and Canada. Planned, developed, and implemented systems, solutions, and procedures to improve the operating quality and efficiency of business units. Subject Matter Expert (SME) and procedure sponsor for select account services and vehicle liquidations procedures, across the U.S. and Canada. Oversaw continuous improvement activities of cross-functional departments in Account Services and Vehicle Liquidations implementation as well as ongoing processes and procedures. • Reduced cycle time from 45 to 30 days, citation penalties by $250K for one month respectively, and outstanding overall unidentified citations from $5M to $2M by leading 6-Sigma Black Belt initiative to effectively match and identify VIN numbers. • Increased efficiency and productivity by reviewing 117 high-level operational procedures for U.S. and Canadian Business Centers, and streamlined to eliminate discontinued steps and clarify gray areas. • Minimized errors and unnecessary rework by developing and implementing quarterly review process; replicated to other Business Centers to ensure changes impacting business operations were updated in timely manner.

• Center Operations Manager - Account Services, Credit Re-analysis, Payment Processing & Titles

  • 2005 - 2009

  Managed day-to-day operations of Business Center’s assigned departments to ensure smooth workflow and achieve objectives. Hired, managed and coached a staff of 10 team lead supervisors and 120 account service representatives. Ensured high quality customer care and delivery of value-added products and services. Built and maintained valuable customer relationships. Successfully managed Payment Processing, Exceptions and General Ledger business units. Ensured procedural compliance throughout… Show more Managed day-to-day operations of Business Center’s assigned departments to ensure smooth workflow and achieve objectives. Hired, managed and coached a staff of 10 team lead supervisors and 120 account service representatives. Ensured high quality customer care and delivery of value-added products and services. Built and maintained valuable customer relationships. Successfully managed Payment Processing, Exceptions and General Ledger business units. Ensured procedural compliance throughout all Account Services and Vehicle Liquidations department operations. Evaluated costs and benefits, provided recommendations, developed and oversaw implementation plans. Supported and deployed continuous actions for high levels of employee satisfaction, customer satisfaction, and dealer satisfaction. • Planned, coordinated, and transferred over 200,000 titles to vehicles, utilizing process maps and identifying staffing needed to expedite a smooth shipment and filing of over 3000 documents per day with no delay or loss of service to the impacted Ford dealerships. • Saved $4,800 per month on Airborne Express costs by revamping completion process on shipping labels. • Enhanced productivity by partnering with IT and Debt Manager to upgrade all of the Customer Service Representative screens with Loss Prevention data, creating greater efficiency when working accounts.

• 6-Sigma Project Manager - Organization and Effectiveness

  • 2004 - 2005

  Developed and implemented best practice ideas and projects to reduce variability, and increase efficiency and effectiveness for North America Business Centers. Led Business Center in deploying 6-Sigma initiatives to deliver customer-driven improvement efforts and reduce costs. Delivered cost savings objective for the calendar year by completing Black Belt projects to meet deadlines. Institutionalized the Centers of Excellence (COE) concept to drive process improvements and best practices.… Show more Developed and implemented best practice ideas and projects to reduce variability, and increase efficiency and effectiveness for North America Business Centers. Led Business Center in deploying 6-Sigma initiatives to deliver customer-driven improvement efforts and reduce costs. Delivered cost savings objective for the calendar year by completing Black Belt projects to meet deadlines. Institutionalized the Centers of Excellence (COE) concept to drive process improvements and best practices. Reduced premature charge-offs $504K by facilitating Total Loss Insurance Reduction project and improving ROI through increased Substitution of Collateral offerings. • Eliminated additional research and rework and saved company $178K by implementing process steps for identifying daily invalid transactions from Western Union. • Reduced deficiency charge-offs, kept existing contract obligations, and retained customers with an annualized gain of $135K by launching a Substitution of Collateral offering process. • Successfully and lead business-critical, enterprise-wide, large scale improvement and design projects with structured methodology approaches (DMAIC).

• Center Operations Manager - Account Maintenance, Collections Department

  • 2002 - 2004

  Managed 10 team leaders and 110 customer service representatives in servicing medium and high-risk portfolios, with receivables of up to $94.6M. Implemented an Auto Dialer System for customer accounts 0-120+ days past due. Assessed staff performance and provided timely feedback on development opportunities to enhance service quality and employee growth. Optimized real-time staffing to meet Key Performance Indicators (KPI). Conducted monthly one-on-one performance feedback sessions with… Show more Managed 10 team leaders and 110 customer service representatives in servicing medium and high-risk portfolios, with receivables of up to $94.6M. Implemented an Auto Dialer System for customer accounts 0-120+ days past due. Assessed staff performance and provided timely feedback on development opportunities to enhance service quality and employee growth. Optimized real-time staffing to meet Key Performance Indicators (KPI). Conducted monthly one-on-one performance feedback sessions with employees. Reduced over 30 day delinquencies from 5.20% to 2.25%, over 60 day delinquencies from 3.18% to 1.12%, and repossession ratio from 5.65% to 2.10% by leading Business Center Integration Project and four specialty teams assigned to handle its collection portfolio of high-risk accounts. • Lowered month to date losses 100K+ by launching an Excel tool to project monthly repossession ratios. • Increased revenue to Business Operations by tracking the competition’s credit pay fee charges for 1 year, and successfully moved our credit pay charges from $3.50 to $5.00 in accordance with the going market rate. • Reduced overall costs $800 per month by monitoring and identifying excessive usage of 411 directory services and implementing use of Fast Data Solutions as an alternative search tool.

• Team Leader Supervisor - Loss Prevention Collections

  • 2000 - 2002

  Led a staff of 60 team members that focused on collection productivity and delinquency control for all accounts over 45 days past due. • Controlled losses by keeping repossessions and charge offs to a minimum loss budget of 1.81% below Tampa Service Center objective of 2.2%.

• Customer Service Supervisor

  • 1997 - 2000

  Supervised 32 customer service representatives, and restructured department into smaller units for accountability to support daily collection activities and customer and dealer satisfaction. • Implemented statistical process control charts to illustrate delinquency trends and opportunities for improving department objectives.

• Team Leader Supervisor - Customer Services Center

  • 1995 - 1997

  • Coached and mentored a team of 50 customer service representatives in our inbound call center. Provided training and tools to enhance customer service levels and product knowledge. • Facilitated call calibrations for teams, identified opportunities and implemented best practices which increased overall customer satisfaction from 85.7% to 88.3%.