Assist the chief of Neurosurgery in all things administrative and Program Coordinator for Residency Program.

Provides support to the Chief Medical Officer of Scott and White Health Plan and supports health plan medical directors and assists as needed with other direct reports. Performs complex tasks in preparing documents and reports to support health plan strategic and business objectives. Effectively composes, transcribes and edits confidential correspondence and documents. Creates and diligently maintains a variety of confidential files. Sorts, opens and distributes mail, responding to routine items. Answers and screens phone calls, routes calls as. Maintains calendar; makes necessary arrangements for appointments, meetings, seminars, conferences or travel. Schedules appointments, meetings and luncheons, notifying all participants in a timely manner; provides meeting support such as agenda preparation, travel arrangements, etc; attends meetings and takes accurate minutes as requested. In the absence of management, exercises initiative and judgment in responding to Customer or member or staff problems or complaints and promptly refers to the appropriate party or department and follows-up to ensure problem resolution.

Support the CCD division with letter writing, meeting organization/preparation, and reporting to submit for daily workload as well as NCQA, TDI and CMS regulations. Update policy and procedure documents as needed to ensure all state and federal regulations are addressed. Proof and edit where required as many as 600 letters per day. Investigate letter issues to drive back to owning entity to ensure our end products meet the utmost professional standards. Filter incoming calls that route to Medical Directors; collect and assist in analyzing data for member care coordination; assist and design reports for medical director and case management use. Order all supplies for department. Ensure a consistently positive customer experience and quickly became a trusted assistant to the department director, executive staff and office manager and earned a reputation for maintaining a positive attitude and producing high-quality work.

Served as Senior Account Retention Specialist, a commission based position, which included selling Sprint services and products in an effort to retain existing customer base. Maintained customer records relating to products and billing and made adjustments to mistakes on bills as well as efforts to collect overdue accounts. Answered billing questions where the customer needed assistance and maintained reports of the team to report to the manager on a weekly basis. Make complex decisions relating to doing the right thing for the customer while maintaining the budget and bottom line objectives.

Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing demand necessitated by staff reductions; saved thousands of dollars in fees and administrative costs and improved the response-rates fulfilling technical support requests. Initiated change control seamlessly when changes in headcount occurred to ensure client requirements were met. Managed and fulfilled special requests related to data and reporting. Executed recurring audits to ensure vendor payables were correct. Created automated statistical reports that reduced inaccuracies and provided management with important decision-making information.

Gateway Community Church – Volunteer Director Children’s Ministries: Create & Distribute training material to over 200 volunteers. Schedule volunteers for early childhood and student check-in and lead to ensure safety of children as well as sufficient volunteers were staffed. Spiritual and work mentor for others in the ministry.Better World Books, Austin Texas – Pricing Analyst: Add new inventory weekly consisting of over $10,000 or 50,000 pieces on average to the database. Audited database for pricing consistency, accuracy and competiveness for used books. Ensured reports were prepared and distributed for work load analysis. Responded to report requests and customer requests for research while maintaining workload. Led team and ensured workload distribution met company deadlines

Business Process improvement (Six Sigma) Program manager: Drive process improvement and LEAN projects for remanufacturing program to reduce cost and increase profits. Exceeded cost reduction goals by 16%. Train and develop staff on process improvement practices to meet certification goals at the individual and department level. Maintained and improved division metrics for process and compliance engagement for ISO, 5S and Safety Audits. Business Analyst: Query and analyze data to identify quality impacting issues for process improvement projects. Drive projects to improve quality on issue resolution for business impacting or customer service impacting issues for both corporate and enterprise customers. Lead projects for several cost reduction call center initiatives, including a call reduction project that saved over $850,000 in two quarters. Led other projects to improve tools and training for technical agents in the technical support call center. Assisted Director and VP on various task from complex calendar management to travel arrangements and conference organizing. Call Center team SME (Subject Matter Expert) for senior level tech support call center on training, policy & procedures.