Brittany Willett Email & Phone Number

Honolulu, Hawaii, United States

• Serves as liaison between department and business partners, both internal and external.• Plan, manage, monitor, perform UAT and complete key improvement projects in an accurate and timely manner.• Identifies, evaluates, recommends and implements data-driven process improvement initiatives.• Provide support on tasks and special functions such as vendor oversight, contracting, inventory monitoring, reporting, new business implementations, quality reviews, root cause analysis, training, operational processes, etc.• Maintains/ Creates resources applicable to assigned area, such as timely updates to training, announcements, step actions, reference call tools, FAQs etc.• Represents team in cross functional environment and collaborates with leadership to implement new processes.• Partners with WellCare vendors supporting operations. Supports and assists all LOB’s with specific focus on Health Services, Pharmacy, Medicaid, Exchanges, Medicare and PDP, etc.• Investigates problems of a moderately complex nature and provide findings, impact, remediation and preventative actions in a clear and concise manner.• Analyzes data and reports to identify trends, operational issues, financial impact of implemented initiatives, etc. May need to run existing SQL queries to generate data into Excel to conduct research and analysis.• Other duties as assigned.

Hawaiian Islands

• Perform quality reviews, Random Shopper Test Calls and Root Cause Analysis on Operational areas to ensure accuracy of departmental processes and identify, when needed, process improvement opportunities.• Conduct daily quality reviews of operations department processes (via agent evaluations, root cause analysis of identified opportunities, and overall analysis of customer service call handling)• Process/Document the creation and enhancement based on identified opportunities.• Track and maintain quality results for appropriate distribution. Communicate audit results in a structured report format. • Identify and communicate process improvement opportunities across Operational areas.• Project management and meeting facilitation. • Assist with special projects and other duties as assigned.

Hawaiian Islands

• Perform quality reviews, Random Shopper Test Calls and Root Cause Analysis on Operational areas to ensure accuracy of departmental processes and identify, when needed, process improvement opportunities.• Conduct daily quality reviews of operations department processes (via agent evaluations, root cause analysis of identified opportunities, and overall analysis of customer service call handling)• Process/Document the creation and enhancement based on identified opportunities.• Track and maintain quality results for appropriate distribution. • Communicate audit results in a structured report format. • Identify and communicate process improvement opportunities across Operational areas. • Assist with special projects and other duties as assigned.

Hawaiian Islands

• Responds to member, provider and other inquiries via telephone, correspondence or lobby walk-in while meeting all corporate guidelines and performance standards.• Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative.• Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.• Performs skills necessary to create a high-quality customer experience, as reflected through acceptable C-Sat scores, quality monitors and member feedback.• Assists in the education of new members and in the re-education of existing members regarding health plan procedures.• Both member and provider 2 trained.• Performs other duties as assigned.

Hawaiian Islands

• Customer service• Cash handling• Multi phone line tasking• Training• Fast food, bakery, dessert expediter• Also performs other duties as assigned