Aidan Werner, Mba Email & Phone Number

O'Fallon, MO, US

o Managed SAFE Agile teams for Appeals & Grievances, Pharmacy Integrations, TruCare Cloud, 278data integration for Authorization automation, Web, CDMS, Electronic Visit Verification (EVV), andLegacy Applications (TruCare Classic, TruCare Anywhere).o Directed the expansion and scaling of interoperability services, aligning team efforts with.

Clayton, MO

o Built and led a centralized Workforce Management (WFM) team, a telephony product managementteam, vendor management team, and outreach teams to ensure seamless operations across contactcenters.o Built a centralized WFM team and expanded the use of NICE/IEX across all service centers and localhealth plan contact centers.o Established vendor management.

St Louis, Missouri, United States

• Leadership in Operational Excellence:o Established and led a centralized call quality team, improving service delivery and operational efficiencyacross call centers. Directed the implementation of workforce management.
• Workforce Management and Efficiency Improvements:o Implemented Verint and NICE/IEX workforce management (WFM) solutions from start to finish.o Built the WFM team and processes, reducing PRN Nurse staff from over 400 to.
• Consultation and Call Center Management:o Consulted with other areas within Centene and external clients to implement WFM and call centermanagement practices, reducing handle times.o Implemented auto-answering.
• Quality Assurance and Reporting:o Started a centralized call quality team to score calls and implemented a quality calibration process.o Took on the reporting team with no notice and maintained seamless reporting.
• Billing and Claims Processing:o Implemented billing auditing processes to improve accuracy for external clients.o Started the claims processing process for the behavioral health line, ensuring compliance.
• Project Implementation and CRM Integration:o Managed up to 40+ implementations a year, managing both internal and external business growth.o Took on CRM and Clinical Triage (LVM) applications, handling changes.

• Develop and analyze meaningful daily, weekly, and monthly business reports by extracting data from a variety of business systems
• Prepare ad hoc analysis and reports in a time sensitive matter with a high degree of accuracy
• Create business and agent level reporting from concept to implementation to include scope, definition, design and development utilizing various software packages such as SQL Server 2005 Reporting Services, Crystal.
• Analyze call volumes, key metrics, patterns and trends, track variance and identifies challenges and opportunities
• Identify root-causes of issues and make recommendations to minimize future occurrences.
• Provide recommendations for additional reports, tracking tools, and/or metrics that will contribute to the management of productivity and performance

• Created forecasting models, daily call data reports, Customer Satisfaction reporting and end-to-end process reports.
• Automated reporting processes for the business.
• Maintained and tracked inbound call and application volume.
• Created daily intra-day forecasts utilizing IEX for ~500K calls annually while maintaining a forecast variance of 2%
• Compiled various daily/weekly reports, including Daily Analysis and Weekly Forecast vs. Actual Comparison
• Managed Real Time Adherence by monitoring agent schedule and ACD states in IEX

• Developed and streamlined processes that increased overall department productivity
• Forecasted ~2.1 million calls annually while maintaining a forecast variance within 5%
• Scheduled ~200 people for the Customer Service department
• Created, trained and operated a Real-Time Monitoring station for 7 call center sites
• Worked with the Telecom team on call routing utilizing the Avaya emulator
• Updated and created new pages for the intranet through FrontPage

Master Of Business Administration (M.B.A.), Mba, Healthcare Management

Bachelor Of Science Business Administration, Accounting, Accounting

Bachelor'S Degree, Health Administration/Health Information Systems, 3.92

Graduated with Honors

Associate Of Arts (Aa), Business / Information Technology, 3.89