Amy Mcclain Email & Phone Number

Moses Lake, Wa, Us

New York, Ny, Us

Enhancing the superpowers of our coaches, Member Service Reps, Benefit Verification Specialists, and leaders through cutting edge training and onboarding, including the following:--Created scalable program curriculum from scratch and managed the training and curriculum design operations for 3 diverse and growing departments: Coaching, Member Experience, and Pharmacy (~500 team members).--Developed and maintained a comprehensive content library that supports, educates, and reinforces the company’s philosophy and methodologies.--Initiated collaboration across cross-functional teams and departments to provide strategy for new and tenured team member training, onboarding, and development.--Drove results through continuous root cause analysis and assessment of learning gaps that to date have yielded an improvement of in performance of our coaches, Member Experience representatives, and our Benefit Verification Specialists. --Elevated team members’ knowledge of advanced skills which improves their effectiveness.--Designed scalable programs to support strong metrics to easily identify areas for improvement and opportunities for development.--Designed a leadership development program to provide training, coaching and development in an effort to level up our front line leaders.--Provided gap analysis of learner progress in an effort to determine training needs with each department we support.--Collaborated with department leadership to help employees improve performance and productivity, providing training and resources that support improvement.--Created and provided LMS, instructor-led training and resources to support a large system roll out.

Denver, Co, Us

--Developed comprehensive training and onboarding programs from scratch for Insurance Counselors, the Patient Assistance Team, and the Credits department. --Created industry-specific training that covered critical soft skills, leadership development, and teammate development, which was scalable and sustainable through the growth of the department. --Utilized a variety of instructional design software applications to design curriculum for instructor-led, virtual, and eLearning platforms, resulting in a learning catalog of over 390 leadership and employee development courses.--Created a professional development path for team members interested in becoming professional-level trainers by initiating the adjunct trainer program. --Successfully trained, coached and mentored 14 new trainers to be able to handle new hire onboarding and role-specific training within a short timeframe.--Collaborated with leadership across various departments to help employees improve their performance and productivity, providing them with training and resources that supported their improvement.

Denver, Co, Us

--Led a team of analysts and specialists responsible for ensuring accurate billing and collections across multiple business lines. --Leveraged my experience in project management, data analysis, and cross-functional collaboration to streamline billing and collection processes, resulting in a 10% reduction in overall credit balances.--Collaborated with other leaders and departments to optimize revenue cycle management strategies. This included developing and implementing new policies and procedures for revenue recognition and expense management, as well as identifying opportunities to increase revenue and reduce costs.--Responsible for leading the development and implementation of new technology solutions to improve billing and collections workflows. This involved working closely with IT and other cross-functional teams to identify business requirements, develop technical specifications, and oversee testing and implementation.--Built an in-house training program and team of trainers ensuring team members had the necessary skills and knowledge to perform their roles effectively. --Implemented performance metrics and regular reporting to track progress against key performance indicators (KPIs) and identify areas for improvement.--Developed strong skills in project management, data analysis, process improvement, and cross-functional collaboration. These skills, coupled with my knowledge of revenue cycle management and healthcare billing, allowed me to drive significant improvements while maintaining high levels of accuracy and compliance.

Led team of 16 to 36 representatives in busy call center environment, continually improving processes and call flows for optimal efficiency.• Oversee onboarding process for Claim Service Assistant team, including hiring, professional development, training, and mentorship of over 300 reps.• Responsible for managing up to 36 direct reports, providing semi-annual performance reviews and ongoing development and coaching programs.• Partner with cross functional teams to translate partner needs, coordinate internal workflows, and monitor call operations to achieve service level objectives.• Create training programs and use metrics to assist in continuous improvement of employee skill levels.• Develop annual business plan to include expenses and revenue budget.• Collaborate with cross functional management teams to effectively create staffing capacity and support levels, while conducting monthly meetings to review changing business needs, gather feedback, and develop response strategies.• Serve as key member of operational improvement teams, including Unified Communications Transition, Electronic Claim System, Claim Service Assistant Study and Implementation, Claim Service Assistant Work Restructure, and Workflow Review teams.

Bloomington, Illinois, Us

• Consulted and coached management on team training and development needs.• Facilitated courses based on team goals and objectives.• Conducted needs assessments and focus groups in order to design and deliver highly successful leadership programs for all leadership levels.• Created course curriculum and resource material to internal departments.• Advised and trained Agency partners on new system and program roll outs.• Served as Personal Development Advisor and consultant to upper, middle, and first Line management, supporting 330 managers and 1500 employees.• Primary trainer on Critical Thinking Skills, Communication Skills, Presentation Skills, Teambuilding, New Manager Onboarding, and Training for Trainers.• Consulted on department and regional level business processes. • Provided personal development guidance and planning for leaders and employees including initial needs assessment, assistance with plan development, skills evaluation, career exploration, mentor brokering, recommendation and brokering of development experiences, on-going support and follow-up.• Served as customer liaison for curriculum developers resulting in the smooth design and delivery of customized learning solutions as well as review of measured results.• Participated in and led department and regional planning and budgeting processes.

Served as training consultant for technology focused business initiatives.• Trained over 500 employees and agents on Microsoft Office programs, Internet Explorer, and industry specific programs.• Designed all end-user course curriculum and resources based on business needs.• Provided technical support and resources via internal customer support desk.

Bachelors, Organizational Management

Associates, Business