Dan Labuda Email & Phone Number

Pittsburgh, PA, US

Pittsburgh, PA, US

• Experienced continuous promotion during tenure with Gateway Health which Highmark Health acquired in 2021 and is a leading managed care organization.Experienced continuous promotion during tenure. Oversaw two dedicated.
• Prevented voluntary and involuntary disenrollment through creation of outbound call strategy called, Warm Goodbye, to capture reason and overcome misinformation yielding 55% save on all pending disenrollments on.
• Rapidly triaged potential loss of 80K Medicaid non-recertified members during pandemic due to Pennsylvania lifting public health emergency through proactive calls resulting in reducing number of rectifications by 35%.
• Championed 100% answering of calls including overflow during seasonal volume peaks and after-hour callbacks were completed.
• Piloted project to create and launch new member portal and mobile application, choosing and partnering with vendor on capabilities, design, user acceptance testing, and final implementation producing 40% increase in.
• Triumphed in ideation and launch of translation vendor to boost foreign-speaking member experience that slashed complaints by 20% over two years and grew Spanish-speaking staff from one to eight.

Pittsburgh, PA, US

• Governed all aspects of Sales Department contact center and operations essential to sales, broker support, and member retention. Collaborated with internal and external stakeholders to meet set objectives including.
• Developed new call center standards for Inside Sales Call Center team, set up team on Avaya and designed customized adherence and production reports reviewed daily to improve call efficiency leading to 15% boost in.
• Increased Broker satisfaction and eliminated need to have brokers onboard members for multiple years by researching and selecting vendor to take over onboarding process thereby saving costs of two FTE.
• Owned relationships with after-hour vendors.
• Devised Loss of Medicaid (LOM) outbound call campaign to retain Medicate members losing eligibility during six-month grace period and collaborating with County Assistance Office to regain full or partial eligibility.

Pittsburgh, Pennsylvania, US

• Recruited to launch member service department to provide critical oversight of new RU65 call center across four campuses, three states, and four cities. Partnered with the Office of Healthcare Reform to clarify.
• Established effective staffing model to meet all SLAs by expanding hours of operations to match Medicare Advantage hours
• Rapidly trained staff on changes by teaming with Product and Training to design online training modules and onsite training over four weeks without impacting call statistics and maintaining positive member experience.

Pittsburgh, Pennsylvania, US

• Promoted to Director after demonstrating the ability to manage a successful contact center for the fourth largest Medicare Advantage plan in the US, meet internal and governmental SLAs.
• Led a 180+ employee Medicare Advantage call center, maintaining 100% CMS compliance through monitored SLAs, and on-site and remote audits. CMS consistently recognized my departmental procedures developed and maintained.
• Developed efficient and consistently accurate staffing capacity models, optimizing budget allocation, and achieving performance guarantees.

Pittsburgh, Pennsylvania, US

Responsibilities included managing a team of 6 supervisors in both the Customer and Provider service departments, and 1 supervisor in the Quality Department Also responsible for the Quality monitoring and MTM and CMS performance tracking, all call center and HPMS reporting, and phone related changes or activities. Complete oversight of two separate offsite.

Pittsburgh, Pennsylvania, US

Managed a team of 13 Analysts who were responsible for Call Center reporting, Claims analysis, Billing implementation and oversight, Coordination of Benefits processing and CMS audit activities and analysis. Staff located in both Pittsburgh and Camp Hill, PA

Pittsburgh, Pennsylvania, US

Supervised a team of member service representatives and Business Analysts for the Medicare Advantage member service department. Department responsible for servicing member inquiries and responding to questions or issues around membership, claims, account status, benefits and billing. Also, responsible for all call center reporting,

Pittsburgh, Pennsylvania, US

Responsible for supervising the Enrollment Department, which included 24 enrollment representatives, 2 data entry clerks and Technical Assistant. Department responsible for entering applications, processing enrollments, verifying institutional status of members per HCFA policy, completing outbound verification calls to new applicants and receiving.

Pittsburgh, Pennsylvania, US