AREAS OF EXPERTISE * Operations Management * Strategic Planning * Program Implementation * Health Insurance Policy/Procedure Development * Process Improvement * Project Management Customer Relations * Training & Development SUMMARY OF QUALIFICATIONS * Experienced in operations restructuring, oversaw all aspects the Child Support payment operations to ensure service level objectives were met within established contract goals, and designed plans for process improvement to meet production goals and to provide superior customer service. * 20 years supervisory experience within a healthcare organization, experience in an enrollment processing environment, exhibited strong oral/written communication skills and exercised good leadership, decision-making and positive employee/member-relations skills. * Successfully created and implemented strategic plans, set and administered quality standards, and developed improved processes to meet short and long term objectives. * Implemented and developed Incentive Program for enrollment services and employee recognition program and attendance policy that improved staff morale and reduced attrition. * Increased productivity from 50% to 80% through streamlined workflow process. Reduced overtime through successful management of set productivity standards. * Experienced in all aspects of performance management, compensation, employee development, training, coaching, succession plans, and development.

Highlights:

• customer service
• expert
• flexible
• mentor
• Trainer
• Mentor
• Billing
• Complaints
• Insurance
• Management