Cheryl Maxwell Email & Phone Number

Attending Networking EventsResearching Industry LeadersTracking Industry Trends Participating in Industry Discussions

Rockledge, Florida

Description: Drive positive customer experience by developing policies, metrics, and staff development programs to achieve Medicare and other lines business objectives. Manage HFHP Call Center team including corporate lobby personnel and member communications. CONTRIBUTIONS & PROCESS DEVELOPMENT: *Identify and report real-time information to Leadership when trends are identified that may negatively impact member or customer perception, experience or satisfaction. *Developed Call Center staffing schedule and forecasting tools to maintain appropriate resources, manage attendance and coordinate coverage as necessary. *Proactively assisting with challenging customer contacts on a real-time basis to potentially avoid negative impacts or satisfaction level reductions. *Improved quality and efficiency of Call Center, meeting and exceeding all metrics for the division; Answer provider calls 87% within 60 seconds and abandoning less than 3%. *Hired, trained, and mentored two additional supervisors and two additional leads to monitor and track the call center staff of 130 Customer Care Associates performance.

Norwood, Ohio

Description: Directed daily operations including the planning, organizing, and coordinating of all department activities for centralized scheduling and the off-site messaging function for seven medical center locations. KEY ACCOMPLISHMENTS: *Led 166-seat call center answering 1.2M calls annually and scheduling 863,000 patient appointments; fiscally managed department budget of $10.5M. *Collaborated with medical personnel and multiple departments to ensure the most accurate and up-to-date policy information was being relayed to patients via the call center staff and physician protocol for patient scheduling was done properly. *Trained and mentored staff and implemented a quarterly incentive program for staff performing over and above job expectation. *Troubleshot call center issues in real time to avoid escalation by utilizing tools such as call monitoring, call recording with screen scraping capabilities and call analyzing tools.

Gahana, Ohio

Description: Trained and supervised staff of 60 licensed Call Center Agents and Operations Managers to administer and enroll members in Cigna RX, CMS Medicaid, and Medicare Part D prescriptions plans. Established operational plans for the Call Center. KEY ACCOMPLISHMENTS: *Enforced the compliance of Medicare enrollment requirements, ensuring all insurance agents met all CMS and regulatory guidelines and held a valid license in the state of the client being assisted. *Independently initiated team performance goals and implemented action plans to ensure goal and call center objectives were met.

Dayton, Ohio Area

Description: Led operations of department including 68 representatives, two managers and four supervisors. Focused on maintaining customer service standards, loyalty program usage, and pricing opportunities. KEY ACCOMPLISHMENTS: *Developed a full functioning call center servicing over 225,000 subscribers, utilizing I3 telephone technology and SAP driven online data systems. *Drove department efficiency to 97% of calls answered within 15 seconds and an abandonment rate of less than 1% for 850,000 calls annually. *Developed a member retention program designed to retain customer loyalty.

Columbus, Ohio Area

Description: Led Centralized Patient Scheduling for three major hospitals, Ohio Health owned and operated, scheduling over 400,000 procedures per year. Oversaw Call Center staff of 42. KEY ACCOMPLISHMENTS: *Reduced employee turnover rate to 9% by implementing recognition programs to recognize personal and departmental achievements. *Reduced overhead costs by $145,000 by introducing new scheduling software to the hospital that eliminated reworking of hospital orders by 46%. *Successfully managed 392,000 calls annually; 95% of calls answered within four seconds, 1% abandoned.

Dayton, Ohio Area

REGIONAL SERVICES CENTER DIRECTOR 1994 to 2001HUMANA MILITARY HEALTHCARE SERVICE, INC. Dayton, OHAdministers health benefits for active duty and retired military personnel.• Managed start up of the TRICARE contract at the Regional Service Center.• Expanded existing call center to support the telephone access standards contract specifications with a staff of 200 handling 7800 daily calls. • Maintained contract requirements, quality of care to 425,000 beneficiaries in seven states, including enrolling 480,000 beneficiaries and O’Champus retirees, ID card generation, claims processing and issue resolution and physician selection. • Managed staff of four Regional Service Center Managers, two Health Care Nursing Managers and 200 call center representatives. • Handled coordination and support for Regional Area Field Offices. • Directed customer services for managed healthcare for 425,000 active duty military personnel in seven states. • Created workgroup to design and implement ARU and IVR/VRU systems providing additional functionality to the existing Automatic Call Distribution System (