Chris C. Email & Phone Number

Minneapolis, MN, US

Bloomington, Minnesota, United States

• Manages Employee Health Resource Center staff including selection, onboarding and orientation, ongoing coaching and development, and performance reviews to ensure department provides exceptional service. Able to lead.
• Ensures compliance to organizational and departmental policies and procedures.
• Supports and manages departmental logistics, operations, and organizational change.
• Forecasts demand/volumes and staffing requirements.
• Implements and reviews department policies and procedures.
• Partners with other organizational leaders to accomplish goals and to identify and resolve issues. Acts as a liaison with other internal and external business partners e.g. IS&T, Voice and Video, staffing agencies, etc.

• Ensure excellent service delivery and first call resolution to members, patients, providers, and internal departments of health plan and care delivery operations. Provide concierge experience, prevent downstream.
• Develop, coach, and engage staff while reducing turnover by 43% (2017 to 2018) while improving employee morale and job satisfaction. Improve department performance measures by reducing average handle time and.
• Design dashboards and performance reporting communications to cross functional teams. Utilize various reporting tools including ACD, IVR, workforce management and forecasting systems, budget, payroll, and supply chain.
• Oversee department specific change processes, operational updates, and system implementations. Engage to actively strengthen relationships with internal and external vendors, internal support teams, on-site leadership.
• Facilitate audits and inspections on behalf of regulatory and accreditation agencies including the Minnesota Board of Pharmacy, VIPPS, NABP, ACHC and CMS, to demonstrate compliance. Respond to findings, create and.

• Brought organizational structure to a newly formed department, evaluated current paper policies, procedures, and training materials to redesign online resources and support materials (job aids, desktop operating.
• Recruited, hired, on boarded, trained, and managed 25 – 30 direct reports with multiple job titles (technician, lead technician, pharmacist, and pharmacist in charge), and conducted performance reviews, discipline.
• Created highly effective teams, with workflows that deliver a high level of customer service, while improving efficiency.
• Forecasted incoming and outgoing contact volume in a licensed pharmacy call center, created a staffing budget and team schedules to ensure Service Level Agreements, high customer satisfaction scores, and regulatory.

• Mentored and trained a team of 10 - 15 Member Service Representatives in providing positive relationships with members and providers, and created innovative tactics of customer retention and satisfaction.
• Drove efficiency through call center reporting and management tools, decreased average handle times and increased call per hour metrics, and improved and maintained high quality assurance measures through call.
• Focused on increasing and sustaining employee morale, coached and developed individual employees, and reduced call center burnout and turnover.
• Collaboratively participated in workgroups that ensured regulation adherence, improving member/provider experience, and improving efficiencies.
• Investigated member and provider appeals for potential exception payments.

• Deliver comprehensive and excellent service to health plan members and providers.
• Assist with escalated issues, focusing on service recovery and client retention.
• Promoted to level two representative within one year.

• Managed front end financial reporting, cash orders and deposits, and safe balancing.
• Ensured store closing procedures and alarm activation.

• Lead loss prevention initiatives, safety, security, and store closing activities.
• Balanced safe and reconciled daily financials.
• Assisted other departments with closing duties as necessary.
• Promoted from Manager on Duty.