Bryan Keith Email & Phone Number

Chapel Hill, Nc, Us

Raleigh, North Carolina, United States

Raleigh, North Carolina

Raleigh-Durham, North Carolina Area

Cary, Nc

Patient Support Services: Financial Assistance and Triage.• Manage a team of 15 individual contributors in a period of high stress and uncertainty caused by rapid transition and realignment. • Create and analyze reports to identify key performance indicators such as completed work steps, phone calls handled, errors reported, and team production averages to establish SMART performance metrics and goals.• Devised a strategic action plan to eliminate a backlog of 300 patients awaiting copay assistance through daily analysis of existing work load, forecasting work volume, setting ambitious goals, prioritizing and delegating work.• Identified areas of inefficiency in existing processes, such as requiring 3 or more phone transfers to enroll in copay assistance program, and proposed process improvements to Program Management.

Austin, Texas Area

• Successfully trained over 150 candidates for immediate production roles in a high volume insurance call center.• Partnered with operations managers to forecast training needs, and adjusted class schedules as needed. Remained flexible with scheduling to ensure business needs were met while ensuring quality of training experience.• Created course curriculum and materials by following the ADDIE model. Consistently researched industry trends and best practices to improve course materials and presentation.• Analyzed performance metrics for team member productivity to highlight team member accomplishments and identify opportunities for training improvement. Based on opportunities identified, created and presented a strategic improvement plan to senior leadership

Austin, Texas Area

• Led a team of 10-15 individual contributors in a high volume call center during a period of rapid growth, program expansion and change. • Provided oversight and management for daily business functions, including distributing work load, monitoring turnaround times, and ensuring compliance with all Federal, State, and corporate guidelines.• Created strong working relationships with staff through coaching, mentoring and professional interaction resulting in high morale, retention and productivity.• Invested in developing staff, with over 10 staff members receiving promotions to team lead or supervisory positions.

Austin, Texas Area

• Key contributor on a team which processed over 250,000 enrollments into managed care health plans as part of a major expansion of Texas Medicaid. Maintained high production volume with excellent accuracy.• Trained to handle both data entry (mailed enrollment forms) and inbound call center enrollments.• Specialized in healthcare terminology, HIPAA standards, and State and Federal healthcare regulations.

Aurora, Co

• Managed grand opening of a new retail location which achieved immediate operational success with minimal team member turnover. Store sustained week over week sales growth of 5-7%, meeting all initially established metrics within the first months of operation, and was on target to surpass $1M in sales during the first year of operation.• Recruited, hired, and oversaw training for all staff.• Served as Assistant Manager of one of the fastest growing retail locations in the Denver region, growing from approximately $1M to nearly $1.5m in annual sales. • Successfully implemented company programs and operational standards while maintaining strong employee morale, and sales growth in each location I served.• Invested in developing leaders, creating promotion opportunities for 7 individuals I managed or trained.

Las Cruces, New Mexico Area

• Collaborated with university administration and student organizational leaders to improve student life, provide opportunities for student service and personal development. • Managed administrative duties including fundraising, budgeting, scheduling, planning, and executing events, training student leaders, and maintaining a network of supporting churches and individuals.• Provided career, personal, and faith-based counseling to students of various backgrounds.

Master Of Arts (M.A.), Human Services, General, 3.86 Gpa

Master Of Divinity (M.Div.), Chaplaincy, 3.93 Gpa

Graduate "with distinction"

Master Of Arts (M.A.), Theology/Theological Studies

Bachelor Of Arts (B.A.), History/Spanish, Magna Cum Laude

Activities and Societies: All College Honors Program, History Honors Program, LASAF (Latin American Students and Friends), Circle K