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 long-termstrategic objectives. o Incorporated Health Information Exchange (HIE) data for Admissions, Discharges, and Transfers(ADT), while concurrently establishing a robust product support team to aid IT, which scaled alongsidethe growth of interoperability services from a few health plans to encompass all 32.o Leveraged AI/ML to infer admission types (newborn, behavioral health) and routed authorizations toappropriate teams, enhancing efficiency and reducing the misroutes by over 80%.o Optimized operational efficiency by leveraging discharge information to enhance Medicare Starsoutreach initiatives, improving data turnaround for outreach calls from 7 days to less than 24 hours.o Identified and implemented cost-saving measures resulting in over $1M savings during an Appeals andGrievances digital transformation project.o Fostered relationships with external partners, reducing escalations and complaints by over 95%.o Elevated stakeholder satisfaction through proactive communication and collaboration, leading toimproved cross-functional alignment and removal of all Corrective Action Plans.o Implemented insights and recommendations based on industry trends and market analysis.o Demonstrated exceptional leadership in developing and retaining top talent. Achieved a 100% retentionrate over five years by fostering a positive work environment, elevating employee engagement, andimplementing effective performance management practices.o Elevated employee engagement scores from 50% to over 90%, eliminating voluntary turnover over fiveyears.

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, workforce management, call center reporting, and telephony productmanagement for all contact centers at Centene.o Built a telephony product management team from two to over twenty business analysts and productowners, transitioning from quarterly deliverables to Agile cycles every two weeks for IVR call flow andPBX adjustments/deployments weekly.o Controlled staffing, overtime, and ramp-down of vendor agents during open enrollment, saving thecompany millions annually.o Spearheaded the establishment of a bilingual contact center, enhancing customer experience andreducing operational costs (reducing Spanish translation costs by 70%). Guided strategic direction forthe expansion of support services, accommodating thousands of call center agents and driving businessgrowth.o Delivered C-suite reports, ensuring data accuracy and actionable insights for strategic decision-making.o Expanded support services to accommodate 3,900 call center agents across 47 locations.o Administered support functions to serve 6.1 million inbound calls in call centers.o Led the growth of the MPS Service Solutions organization, expanding the team from 8 to over 40members. Directed the implementation of key projects, ensuring alignment with business goals and thedelivery of high-quality results.o Implemented reporting solutions to facilitate data-driven decision-making, optimizing performancetracking and operational efficiency.o Managed corporate call center support functions, ensuring seamless and efficient operations, andimplemented initiatives to improve call center performance and customer experience.

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 solutions, leading tosignificant cost savings and enhanced team performance.● 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 less than 100 andimproving triage callback times to within 30 minutes from hours, while reducing costs.● 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 telephony improvements, enhancing average speed of answer (ASA).● 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 operations.● 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 withrequirements for BHT and BHP/RNs handling calls.● 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, updates, andimplementations, including a real-time data interface with a client’s CRM for over 1 million members.● Process Automation and Compliance:o Built a process for web requests for nurse advice, automating over 80% of the process to ensurecompliance with requirements.

•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 Reports, and the Microsoft Office suite of applications•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•Handle forecasting, scheduling, and real-time call center management

•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 •Re-skilled or prioritized agent skill sets to ensure service level is achieved daily •Performed CMS/IEX maintenance on user records, supervisor teams, agent groups, etc. to insure proper call routing and reporting•Created ad-hoc reports for leadership as requested

•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•Assisted Vendors, Sales & Service Managers, Marketing and other departments with ad-hoc reporting/projects

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