Colette Cole Johnson Email and Phone Number

• Progressive operational experience in a call center, experience with a large metric-intensive operational unit with a span of control between 25-75 employees• Perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility.• Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance, as needed.• Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana.Investigates and settles claims and customer service issues.• Manage performance reports and dashboards and work queues to exceed established metrics.

• Oversee all activities related to the call center and workforce management, including systems and processes, ensuring compliance with established benchmarks and standards for the State of Louisiana Medicaid and Medicare. • Evaluate various statistical and financial reports to identify trends and recommend improvements to management.• Implement call center and interdepartmental initiatives to enhance operational efficiency and deliver quality call center performance. • Oversee the review, investigation, and resolution of complex inquiries regarding member and provider services issues for multiple business units and products. • Manage performance reports and dashboards and work queues to exceed established turnaround times. • Identify process and infrastructure needs to support existing and new business initiatives.

• Responsible for supervising 20 Complex Authorization Specialists for the Veterans Administration Patient-Centered Community Care (VAPCCC) programs• Serves as primary clinical resource for referral management and medical documentation review.• Provides clinical support and interpretation assistance to non-clinical staff for both medical/surgical referrals and authorizations.• Develops and implements enhanced systems and processes to improve operational performance metrics and delivery of care.• Monitors ongoing compliance with contract standards for timeliness and quality.• Collaborates with staff for data compilation and statistical analysis.• Participates in cross-functional teams to enhance business strategies, process improvement, and use of industry best practices• Provides coaching, mentoring and performance evaluations for direct reports

• Immediately supervise, support and assist 5-7 Team Leaders and up to 100 team members with all needs related to ensuring exceptional service and efficient day to day operations of the center. • Training and continual development of the Team Leader staff in all aspects of management, leadership, coaching, development and motivation, and ensure their compliance in all areas of responsibility. • Monitoring and reviewing client interactions including phone calls, multi-media contacts and reports to ensure teams and team members meet required KPI standards such as AHT, attendance, quality, accuracy and production scores. • Work with Training Department to assure training of Client Services employees in every aspect of their jobs.• Conduct regularly scheduled coaching and feedback to ensure constant evaluation and growth of skills to ensure employee compliance in all areas of responsibility. • Work closely with the Workforce Planning department to ensure adherence and conformance to published and revised schedules, as well as immediately providing them with any information that might affect call volumes, staffing or scheduling. • Respond timely to all calls and contacts, as well as correction of complex policy or billing issues that have been escalated to their level, while doing research, analysis and problem solving to ensure satisfactory resolution. • Handling counseling and disciplinary actions with documentation, as well as recommending/submitting employee terminations and attending unemployment hearings as needed.• Submit project requests, attend and coordinate meetings, testing and communications related to IT, EPMO, HR, Product and Underwriting changes to ensure successful implementation and launches of company initiatives.

Manages day-to-day activity of pharmaceutical program and supervisory team. Extensive interaction with internal and external customers . Significant participation in strategic planning. Reviews contracts and is accountable for proper execution of contract terms. Works with Senior Director to develop policies, procedures and the business work plan for pharmaceutical program.1. Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget. Manage day-to-day activity of the program operation, including supervision of staff. Monitor program statistics and metrics. Resolve complex cases.2. Day to day contact with complex clients for issue resolution. Lead the analysis and writingof client reports and other deliverable's. Presentation of program information to internal and external customers.3. Works with Manager(s) and Assoc Manager(s) to analyze operations and efficiency of theprogram(s). Acts as a liaison for other operational departments to research and resolve client issues. Acts as a mentor to other Managers.4. Contributes to strategic and business planning for the program(s) by participating inplanning activities company-wide, identifying project initiatives and operational issues, coordinating research and developing recommendations based on that research. Assists with development and tracking of budget.5. Participate in interviewing prospective employees, evaluating current employees, and train employees as needed. Work to develop employee’s supervisory skills and provide direction to supervisory staff concerning performance management issues and corrective disciplinary actions.6. Cultivate and manage relationships with key contacts in professional organizations andmedical professional societies. Travel to and attend related meetings/conferences as required.

• Responsible for start-up operation for Affordable Healthcare Contact Center and Medicare Contact Center (various channels such as telephone, email, postal mail/written correspondence, and web chat).• Manage operation of 1000 seat contact center and provide leadership to customer service management team, with the goal of meeting program objectives and customer service level agreements.• Manage financial and service level goals including supporting development and monitoring of volume forecasts. • Provide leadership to clerical and professional staff.• Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.• Analyze financial performance and implement department's financial objectives; support contract initiatives.• Ensure all production turnaround standards and service goals are met.• Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. • Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.• Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. • Coordinated implementation of services, policies, and programs through Human Resources staff; reports to the CEO and serves on the executive management team; and assists and advises company managers about Human Resources issues.• Managed employee relations issues such as morale and retention issues including individual development plans for employees. Also managed unionization issues and harassment or other types of investigations.

• Played a vital role in the development of long-term work force capabilities through staff development, hiring, training, and performance evaluation of employees.• Served on Intra-corporate committees to instigate strategic development opportunities aligned with the creation and implementation of Insurance best practice standards.• Instrumental in the development, testing, and implementation of the first documented procedures and workflow for 5 departments comprised of 60+ technical, non-technical, and supervisory staff to regulate productivity and workflow.• Assumed full responsibility in managing 30 exempt direct reports in charge of multi-line insurance products within distributed geographical locales.• Administrated the application, advancement, and implementation of performance development and data quality initiatives supporting the delivery of services offered.• Oversaw overall aspects of Commercial and Personal lines operations across the East and South Regions in conducting audits in conformity with consumer Insurance laws and regulations as well as corporate policies and procedures.• Provided expert oversight in managing Personal and Commercial lines rating for agents.• Efficiently managed departmental budgets worth $100K+ while maintaining service and quality standards for the department

• Developed and implemented tactical processes for Subject Matter Expert (SME) consultants attached to key accounts.• Managed International Mumbai India WIPRO vendor matrix comprising 30+ CSR’s; 2 Site managers, 4 supervisors and 2 quality analysts.• Managed domestic call center comprising 25+ CSR’s; 2 SME and 2 Supervisors.• Provided monthly call forecasting for an average of 30K+ calls within India, Canada and US based call centers within my span of control; resulting in 98% client SLA achievement.• Conducted monthly invoice analysis and approval for international vendor payments exceeding $60K.• Assisted in P&L budgeting, review and expense allocations for US and Canadian United Healthcare call centers.• Monitor and managed each team member’s performance metric goals to ensure alignment with business processes and external client SLA expectations.• Provided interpretation of Call Center processes for call center employees as applicable to respective country that United Healthcare Call Centers operated within