Organizing workflow and ensuring that employees understand their duties or delegated tasks.Monitoring employee productivity and providing constructive feedback and coaching.Setting performance goals and deadlines in ways that comply with company’s plans and vision.Receive complaints and resolve problemsMaintain timekeeping and personnel records.Pass on information from upper management to employees and vice versa.Prepare and submit performance reports.Decide on reward and promotion based on performance.Hire and train new employees.Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.

• Evaluated training content and procedural changes for effectiveness.• Assisted in the design and execution of training programs.• Expertly planned, coordinated, organized distance learning courses through WebEx.• Improved work methods and procedures for Operations staff.• Ensured the accuracy of internal systems, job aids and educational materials.• Regularly evaluated employee performance, provided feedback, assisted and coached staff as needed.• Diligently monitored the Quality Assurance program to improve performance and maintain high standards for member’s satisfaction.• Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations.• Recording of streaming videos for training.• Prepared assessments; PPT’s for job aides. • Minimized staff turnover through orientation, training, staff education and development.

Assisting government employees with their pharmacy benefit. Resolving concerns with authorizations.