Daniel (Dan) F. Shea, Crc Email & Phone Number

Warwick, RI, US

Smithfield, RI

• Directed and coordinated individual projects to ensure Risk Adjustment optimization activities progressed on schedule and the appropriate milestones were met. Maintained adequate communication regarding project status.
• Supported strategic direction for program operations, goals, metrics, tasks, timeframe and appropriate reporting and timing related to all National HCC Activities.
• Monitored, interacted and summarized Regulatory Requirements. Analyzed updates from Center for Medicare and Medicaid Services, Department of Health, Health and Human Services or other State and Federal Regulatory.
• Developed and maintained policies and procedures. Recommended best practices to ensure maximum performance and ensured that the developed performance benchmarks were met.
• Documented performance measurements and process changes.
• Acted as a liaison with internal partners and external partners to identify opportunities and needs and researched/developed implementation plans for meeting those needs.

I lead and participated in multiple efficiency and/or automation projects resulting in more than 244 hours (yearly) of work effort savings. One effort reduced 4-6 hours of work per month to 5 minutes. Another effort reduced 12-18 hours (monthly) for a sampling of Service Desk ticket reviews to 3.5 hours for the entire data set. I participated as a subject.

Perform 4 call observations monthly for each Specialist for quality assurance. Review of all Specialists’ queues for quality assurance. Daily tracking of Specialists’ availability. Administration and all tracking for department incentive program. Identification and reporting of error trends.

Train new and existing Specialists. Perform call observations on Specialists for quality assurance. Review of Specialist’s queues for quality assurance. Calculation and upload of daily statistics to the bank’s Intranet via Docushare. Creation of training documents.

Answer calls and provide WOW Customer Service to internal and external customers. Initiate investigations into International Wires. Work with many different departments to resolve various issues. Provide customers with copies of bank statements and/or items posting to accounts.

Open customer accounts (Business and Personal.) Assist on the teller line. Attract and maintain small business accounts. Refer large business customers to Business Banking Officer. Telemarket to customers for Investment appointments.

Interview, hire, and train new and existing associates.*Made weekly schedule for approximately 20 employees.*Worked to ensure that customer service was at optimum levels at all times.*Merchandise store to company standards.*Manage all aspects of payroll.*Manage all aspects of Intimate Apparel department.

Ba, Communications

Information Science; Network Administration