Leading a team of 6 operational implementation managers, and 3 SMAC project managers we collaborate with the entire Centene organization to ensure we have a successful Medicare open enrollment and go live each January. We also oversee the implementation of DNSP SMAC requirements for all states we operate a DSNP within.

Acquisitions, rehab, tenant management, all encompassing real estate company activities.

Direct a team of 9 - Account Relations Managers and support team to ensure our Customer Service Teams have the training and resources they need to successfully meet KPIs such as Customer Satisfaction, First Call Resolution, Quality, Service Level, and more. Successfully worked collaboratively with many other departments to implement multiple initiatives to improve the overall member and agent experience. Also took on additional responsibility of expanding our LCN Medicare Customer Service management team.

Manage Vendor Customer Service teams to ensure they have the training and resources they need to successfully meet KPIs such as Customer Satisfaction, First Call Resolution, Quality, Service Level, and more.

Client list includes Federal Marketplace, Oscar Health Plan, Covered California, Valley Health Plan, L.A. Care and more.Work with the client to effectively anticipate and deliver their needs. Implement new groups and work closely with all internal and external departments to foster a long lasting relationship with all clients.

Lead a team of 20-25: Member Service Representatives, Customer Care Analysts, Help Desk Coordinators, and site Training Coordinator. Motivate and develop all associates within team.Lead Hiring and Recruiting Supervisor for LIBERTY's Tampa Member Services team.

• Develop training programs, curriculums, course content, and related materials to support training objectives• Act as Help Desk Coordinator when not conducting training sessions• Maintain records of training activities, participant progress and training effectiveness • Develop criteria for evaluating training effectiveness• Update course documentation on a regular basis to ensure timeliness and relevance as systems evolve• Instruct new hire and continuing education program specific training• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques• Monitor employee progress for the duration of training, providing coaching, and developmental feedback• Responsible for oversight of department trainers• Work with department Analyst to identify optimal training schedules with little impact to the call center• Provide work leadership to lower-level employees to include evaluation of their training presentations and programs • Serves as technical or task team lead when required • Observe and ensure quality scores of 95% or better• Provide Supervisors with input on new hire readiness • Facilitate transition of employees from training environment to work environment, ensuring competency levels are sufficient • Conducts research into new training, educational, and multimedia technologies • Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and QA monitoring• Support and participate in continuous improvement initiatives• Ensure compliance to all regulatory guidelines• Coordinate efforts with regional offices when necessary• Assist with various projects and initiatives• Promotes and supports a teamwork culture and environment

-Answer calls from inbound members and providers-Assist with claim inquiries from members and providers-Provide superior customer service through one-call resolution-Exceed metric goals quickly-Maintain a positive attitude throughout all calls-Assist with the Help Desk Coordinator when necessary-Provide superior customer service to all contacts