Project Manager

• Jun 2022 - Present

Project Manager

• Sep 2019 - Jun 2022

• • Owned and implemented Corporate Quality Policy • Monitored, led, and developed a Team of Quality Auditors to execute the Quality Policy • Created playbooks for each department to establish metrics and process for accountability • Managed HIPAA and PHI policies within the Call Center environment by effectively assess security risk and implement additional protocols to avoid privacy risk • Lead Quality Improvements within all Call Centers to create positive customer service and reduce revenue pitfalls • Onboarded and implemented innovative applications across different lines of business for effective management and positive customer • Collaborated with various departments to develop goals to increase productivity and create opportunities for cost reduction of over $1M per year. • Effectively plan, schedule, execute and control projects concurrently costing 100k-1M • Troubleshoot and resolve critical day to day processes • Monitor and negotiate vendor relationships • Conducted monthly presentations to C-Suite Executives Show less

Operations Supervisor

• Nov 2016 - Sep 2019

• Review inventory daily to assign work • Motivated direct reports to drive for an production environment of 95% • Training and development of customer service staff to grow and change with business procedures • Process improvement to maintain efficiency • Network and partner with other departments to resolve member issues • Monitor control and maintain department initiatives that drive quality and customer satisfaction • Implementation and planning of onboarding and workflows for stakeholders and new employees • Develop new hire training platform • Implemented Succession planning platform • Managed multiple projects to provide an effective customer experience. Show less

Utilization Management Supervisor

• Nov 2015 - Jun 2016

• Supervised 18 prior authorization center staff. • Trained staff to utilize critical thinking and active listening skills to document telephonic and faxed authorization for healthcare services from medical providers • Monitored workflows for URAC and NCQA accreditation as well as monitored compliance for Medicare and Medicaid compliance. • Implementation and planning of onboarding and workflows for stakeholders and new employees • Conducted staff meetings to discuss program risk and progress to planned next steps and negotiate resolutions to conflicts • Maintained knowledge base of staff strengths to maximize effective work process. • Driver of 95% quality assurance and adherence to deliver a lasting customer experience and relationship. • Created, developed and implemented the usage performance reports to track inventory risk and staff performance • Collaborated with stakeholders and vendors in completing project tasks and implement new projects. • Utilized McKesson software to document prior authorizations and assisted in the implementing and training staff in their use of these software. • Maintained and monitored compliance with HIPAA and other private health information. Show less

Senior Support Specialist

• Oct 2013 - Oct 2015

• Chase Auto Finance Subject Matter Expert. • Managed multiple projects to provide an effective customer experience. • Negotiated agreeable payment arrangements with auto finance customers which retained business while limiting portfolio risk. • Mediated bank risk by analyzing existing obstacles and utilizing creative solutions within bank policy and procedure. • Exceeded operational objectives by contributing information and recommendations to strategic plans and reviews. • Maintained a consistent 95% level of completion for projects and cases within service level agreements. • Implemented process management plan which provided solutions for opportunities of improvement of customer service processes that were able to retain customers • Streamlined changes in policy and procedures to disseminate information to staff efficiently and proactively • Onboarding and end user review of User Acceptance Testing platforms for updates for existing customer service software Show less

Information Referral Supervisor

• Jun 2012 - Jun 2013

• Managed a team of information and Referral Specialist whose function was to assist elderly and vulnerable consumers navigate the social services system. • Coached, trained and developed individuals to utilize needs assessments that provide community resources, such as Medicaid home-based programs, Nursing Home Diversion (NHD), Assisted Living Waiver (ALW), Programs of all-inclusive care for the elderly (PACE) and other county and state provided home based programs. • Established 93% service level for projects and call back agreements. • HIPAA compliant and assist staff in enforcing HIPAA protocols. • Address client Medicare and Medicaid concerns within the guidelines of the Center for Medicare and Medicaid Centers • Implemented performance appraisal methods that focused on keeping staff accountable, goal setting and routine review of opportunities for improvement. • Planned and maintained employee schedules. • Evaluated employees based on company performance appraisal criteria and provided feedback for improvement. • Provided constant oversight and review of business processes and procedures that demonstrate the company’s commitment to the community. • Driver of 90% quality assurance and adherence to provide a great customer experience and develop routine reports for tracking. • Interview candidates for hire. • Researched and implemented community focused initiatives to bring resources to the elderly and disabled in remote areas. • Responded to referrals from Senators, Department of Elder Affairs, AgingFlorida.com and Gatekeepers. Show less

Call Center Supervisor and Trainer

• May 2008 - May 2012

• Management of 24/7 call center specialist who took inbound calls to provide community resources and mediate crisis and suicide ideation. • Proactive project planning/scheduling of new hire, product, technical, soft skills, ongoing professional development training; and communicating training opportunities throughout the business unit. • Created new employee training manual and facilitated new employee training. • Researched, wrote and updated company policy and procedures to keep up to date with the changing facets of mental health care and social services. • Created, developed and facilitated ongoing monthly training seminars and skills drills for staff and volunteer; achieved 100% attendance at training sessions! • Achieved A+ rating with training audits for community grant projects through management of audit system. • Driver of 85% quality assurance and adherence to provide a great customer experience and develop routine reports for tracking • Optimized training efforts by analyzing and testing a variety of training and customer service techniques through customer response surveys and focus groups. • Wrote Request for Proposals (RFP’s) for new grants and projects to generate revenue and to pioneer crisis and suicide intervention in Tampa. • Developed and implemented an instant message chat service that was focused on providing crisis and suicide intervention services online. • Utilized and updated Learning Management Systems to streamline on-going staff training. • HIPAA compliant and assist staff in enforcing HIPAA protocols. Show less