Craig Kellar Email & Phone Number

California, United States

Indianapolis, Indiana, Us

Responsible for performance management and continuous improvement of key processes within a centralized customer service unit utilizing an EHR system. Work processes include processing incoming and outgoing faxes and letters, resolving document upload errors, reviewing and auditing patient encounter and ePAHAF documentations, processing provider orders, and handling inbound and outbound phone calls. Analyzed performance metrics and generated scheduled and ad-hoc reports for senior leadership team. Staff of 100 are based in multiple locations including hybrid and WFH arrangements.

Bethesda, Md, Us

Led contact center of 50 onsite and remote staff members providing pharmaceutical hub operation services, facilitating patient access to medications. Analyzed data to provide insights on patient, provider and insurance plan behavior. Increased patient engagement by 20% during annual open enrollments. Led staff through changes in products, processes and services including product loss of exclusivity, development of Field Reimbursement Manager unit and conversion to fully remote customer service. Consulted with front-line staff and IT professionals to improve CRM design and reporting. Ensured compliance with program SLAs and contractual obligations including REMS requirements. Developed and implemented Standard Operating Procedures and Work Instructions. Collaborated with client Patient Support team and internal senior leadership to design and deliver Quarterly Business Reviews.

Alameda, California, Us

Responsible for Human Resources function for 270 employees at Medi-Cal and Medicare managed care organization. Ensured ongoing communications to staff and Board of Governors on HR activities and results. Coordinated administration of, and response to, Employee Opinion Survey resulting in overall satisfaction increase of 40%. Collaborated with Senior Leadership Team on strategic planning.

Alameda, California, Us

Responsible for planning, organizing, and managing all operational activities of the Member Services Department servicing 240K publicly funded health care recipients in Alameda County. Coached customer service staff through change initiatives (Medi-Cal Expansion, IT system changes, plan and benefit changes) and organizational challenges (aborted core system implementation, financial deficiency, company seizure by DMHC).

Bloomfield, Ct, Us

Leader of Medical and Disability Claims Processing and Customer Service Call Center for Taft-Hartley welfare plan. In July 2008, CIGNA purchased Great-West Healthcare

Us

Leader of Medical and Disability Claims Processing and Customer Service Call Center for Taft-Hartley welfare plan. Managed relationships with multiple outside vendors to coordinate efforts towards comprehensive service delivery. Partnered with Benefit Plans Office, Union, and/or Management representatives on operational and service issues. Developed and managed operational budget, staying below budget target each year. Recipient of 2008 President’s Award recognizing top 1% of performers.

San Francisco, Ca, Us

As COO (June 2004 – November 2005) oversaw day-to-day operation of Claims, MIS, Member Services and Provider Relations departments for Medi-Cal managed care organization serving over 50,000 members. Collaborated with CEO and Commission members on oversight Committees. Participated in budget development, cost containment, and strategic planning processes. As Human Resources Director (May 1997 – May 2004) ensured fair, consistent, and equitable treatment for applicants and employees. Administered job classification and compensation systems. Coached leadership team in alignment of mission, goals, and values with day-to-day operations. Managed company-wide recruitment and retention efforts.