Brandy M. Email and Phone Number
Brandy M. work email
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Brandy M. personal email
Healthcare Operations Leader with significant experience managing Member and Client Services organizations. Experience in high-growth start-up and established company environments. IFP Healthcare and Consumer Driven benefits. Strategic and hands-on leader of large high-performing dispersed teams driving exceptional and compliant customer care. Well-rounded background in balancing multiple priorities amid hectic, fast-paced environments. Proven performance-boosting professional with impeccable honesty, integrity, commitment, and reliable work ethic.• Hands-on leader with strong business acumen to profitably grow revenue and identify opportunities for added value by applying critical thinking, sound judgment, and decisive decision-making. Fostered company financial integrity by managing business-critical functions and administrative oversight. Elevated company success by mitigating risks and controlling costs with comprehensive budget management.• Trusted relationship-builder able to unite teams with shared vision, inspiration, and motivation across organizational levels. Coaching and mentoring a high performing team by leading and promoting positive team-oriented culture driving results. Achieved or exceeded all operational metrics across functions supporting complex and highly sensitive clients. Collaboration Cub winner at Bright Health.• Exemplary record of performance excellence as evidenced by success in achieving organizational goals and objectives. Held a critical role in acquisition projects to successfully integrate more than 50k clients into the new operating model and platforms. Project success resulted in exceeding targets with a 90% client retention.PROFILE OF KEY QUALIFICATIONS• Process Efficiency Management• Collaborative Leadership• Customer Service and Retention• Talent Recruitment / People Management• Team-Building / Cross-Functional• SME Healthcare / Consumer Driven Benefits• New Client Implementations/Migrations/Acquistions• Strong Communications• Efficient Time Management• Data Reporting and AnalysisAREAS OF SPECIALIZED EXPERIENCE AND EXPERTISE:• Budgeting/ Forecasting/ Administrative Oversight• Global Vendor Management / Project Management• Relationship Building / Strategic Partner Alliances/Client/Carrier/Broker• Change Management / Organizational Transformation / Acquisition• Multi-Million-Dollar Growth / Revenue Optimization• Cost-Effective Operations and Business ManagementPROFICIENT IN: MICROSOFT OFFICE SUITE | SALESFORCE | VARIOUS CRM and HCM SYSTEMS/TOOLS
Bswift
View- Website:
- bswift.com
- Employees:
- 828
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Service Center- Client ManagerBswift Aug 2023 - PresentUnited States* Serve as the primary point of contact for clients regarding service delivery, reporting, and project needs* Collaborate with Client Services to ensure client expectations are met and SLAs are maintained* Understand Service Center processes and contractual obligations to enhance client relationships* Lead internal and external meetings, analyze root causes, and drive process improvement projects* Work closely with customer care and Client Services teams to enhance quality and training materials* Facilitate client requirement changes, develop strategic approaches, and drive operational effectiveness* Support sales meetings, collaborate with implementation teams, and act as a brand ambassador for Service Center offerings* Partner with supervisors and directors to meet Service Center delivery obligations and address operational challenges* Identify and resolve quality, technical, and operational issues proactively* Manage client escalations, conduct root cause analysis, and develop plans with Clients Services for resolution* Contribute to cross-functional projects that support business strategy* Identify issues, trends, and training needs to collaborate with Client Services to ensure high-quality customer interactions with bswift via various channels.* Prepare, analyze and share monthly Service Center reporting with Client Services and Clients to ensure Service Levels are met as per the contract.* Actively participate in new group implementations to review content to be shared with Service Center team members. Collaborate with internal teams to ensure accurate information displays.
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Manager Membership And Enrollment Tier 2Bright Health Jul 2020 - Jun 2023Remote* Directed the handling of escalated member issues from the Department of Insurance, Better Business Bureau, and social media complaints within set government timeframes. * Set daily expectations to handle urgent access to care member issues, inbound calls, invoicing, underwriting, premium issues, refunds, claim rebuttals, rewards, pharmacy benefit management and written correspondence. * Partner with team members to determine root cause analysis. Collaborate with internal departments along with external entities as needed to negate future or redundant issues. * Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.* Oversee real-time call center performance to ensure performance adherence, including SLA’s. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Adjust queue center staff schedules as needed for coverage. * In-depth experience with FFM, Connect for Health Colorado, and Covered California. * Ensure compliance to all state and federal compliance guidelines for all business.* Successful implementation of a fully remote membership and enrollment call center in English and Spanish, along with a fully remote back-office team. * Manage remote team members throughout the US compromised of 60-130 employees, including 6 Supervisors.* Partner with offshore vendor(s) to maintain service quality to our members. * Review resumes for talent acquisition, conduct interviews, and coordinate new hire onboarding.* Conducted monthly employee feedback sessions and completed yearly performance reviews. -
DirectorWageworks Jul 2017 - Nov 2019Irving, Texas* Strategically directed and executed tactical plans, goals, and operations for assigned group of clients.* Responsibly managed onsite and remote associates, including inbound/outbound call queues, case management and written correspondence teams comprised of [40] associates, [4] supervisors, and [2] managers.* Promoted cross-functional collaboration for a wide range of clients, brokers and large carrier partnerships. Partnered with peers and leadership teams to secure sustaining client satisfaction, retention, and revenue targets.* Directed executive decision-making processes by maintaining positive, practical, and pragmatic approach to reviewing financial goals and ensuring sustainable value for key stakeholders.* Analyzed processes to identify areas of improvement and implemented changes to enhance the overall customer service experience.* Ensured all SLAs and deliverables were met according to the contract requirements and company performance guarantees.* Effectively collaborated with other internal departments including IT, Finance, Training and Human Resources to meet and deliver customer requirements and expectations. * Migration and Implementation of 25,000 client in a 6-month period through collaboration with internal departments for acquisition from large health and benefits competitor. * Implementation and migration of employer groups and participants from multiple platforms into one proprietary system.* Ensured compliance with all state and federal guidelines for all lines of business.* Reviewed resumes for talent acquisition, conducted interviews, and coordinated new hire onboarding. * Conducted monthly employee feedback sessions and completed yearly performance reviews. -
Manager, Small And Mid-Markets DivisionWageworks Apr 2010 - Jul 2017Irving, Texas* Drove daily operations of highly skilled team of [40] relationship managers assigned to service multi-faceted business markets, including small and mid-market groups, strategic carrier partnerships, broker partnerships and individual complex clients.* Managed high-volume call queues to ensure consistent compliance and adherence to all contractual metrics. * Leveraged proven service model of up to $50M in organizational revenue to ensure timely deliverables. * Drove win-win solutions by resolving problematic issues, resulting in a client retention rate of 95%. * Efficiently compiled, analyzed, reported performance metrics to brokers and strategic carriers on a consistent basis.* Consistent engagement with clients, brokers and carrier partnerships to promote a healthy service environment.* Provided continuing education on all product offerings including upsell and cross sale opportunities. * Presented quarterly presentations to executive leadership groups via live webinar. * Proactive outreach to clients, brokers and carriers to build rapport and build a client reference directory. * Served as a subject matter expert and drove key projects for large system migrations, integrating more than 50K clients to our inhouse database.* Experience with the health data exchange and validation. (834, proprietary data specs)* Key player for UAT testing for file integrations as needed for data mapping. * Provider regular data analytics and recording metrics for overall project status to ELT as needed. * Conducted monthly employee feedback sessions and completed yearly performance reviews.
Brandy M. Skills
Frequently Asked Questions about Brandy M.
What company does Brandy M. work for?
Brandy M. works for Bswift
What is Brandy M.'s role at the current company?
Brandy M.'s current role is Client-Focused | Results-Driven | Action-Oriented | Self-Directed.
What is Brandy M.'s email address?
Brandy M.'s email address is br****@****att.net
What skills is Brandy M. known for?
Brandy M. has skills like Leadership, Career Management, Team Building, Cobra, Benefits Management, Working With Brokers, Insurance, Account Management, Customer Retention, Accountability, Hipaa, Organization Skills.
Who are Brandy M.'s colleagues?
Brandy M.'s colleagues are Kim Gile, Nicole Foltz, Donna Foster, Nicole Foltz, Omer Siddiq, Joyce H., Rita H..
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