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.

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..

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.

• 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.

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.

• 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