Daniel Dudley Email & Phone Number

Seattle, Washington, United States

I create and coordinate thoughtful resolutions to product, technology and customer service issues as raised by internal and external stakeholders. My daily focus is towards client and stakeholder concerns with respect to benefits delivered by the SEIU 775 Benefits Group. Manage logistical and special projects that support the SEIU Customer Experience team. *Assess escalated customer service issues, and triage appropriately*Personally resolve the most complex and sensitive custom matters*Support colleagues who handle and resolve client issues that are of medium complexity*Coordinate with other internal departments to ensure support for clients, the call center and employers*Manage multiple employer account relationships including documentation of employer visits, communications, advocating for their needs and escalating issues*Support the call center with weekly operational coordination*Document and communicate processes and decisions on behalf of the Customer Experience Team*Manage specialty projects and support operational needs on behalf of internal customers*Capture customer requirements for facing technology , customer service or product challenges and other emerging areas*Advocate for customers needs across the organization*Foster communication and rapport with clients to create positive customer service experience outcomes*Preparation of draft reports and presentations for key stakeholders as needed*Provide limited technical support to Customer Experience team*Provide daily reports and attend regular meetings with stakeholders*Support contract negotiations with vendor management

Washington State

*Managed assigned book of high impact, complex, Fortune 500 client business.. Lead efforts to develop efficient and effective processes that enabled VSP to service both the customer and VSP’s strategic initiatives. Acted as expert advisor and primary VSP liaison on client service and marketing related projects and issues. Collaborated with internal and external business partners on strategies that drove growth, retention, and strengthened client relationships and satisfaction.*Cultivated and maintained relationships with clients to identify and understand customer goals and requirements as they relate to VSP’s products and service offerings. Function as primary VSP service contact to achieve and maintain high satisfaction levels and promote client growth and retention.*Developed and managed account plans to include strategic objectives, communication, growth, and retention strategies. Accounts were strategic in nature, having a significant impact on the company’s ability to progress toward its business objectives and goals.*Lead and facilitated key client meetings, in-person or virtually, such as Client Partnership Review, finalist, Site Visit, and other events as required by client.*Created and managed multiple concurrent, complex implementation plans to ensure new clients are implemented according to requirements within the specified time frame; identify non-standard client requirements that may fall outside of VSP programs or processes and worked with internal business partners to ensure compliance, as well as influence external business partners to consider alternatives when appropriate.*Worked with internal and external business partners to ensure complex client requirements are documented and that business partners involved in servicing the accounts understand and accept the requirements.

Seattle, Washington

*Managed all aspects of the health care insurance operations for 3 large government accounts (185,000+ members combined) by assisting the client with consultative direction to maximize plan cost savings based on current plan spend trends and industry best practices. *Worked directly with the Vendor Managers to ensure client expectations are exceeded each day. This was done with a variety of focuses on benefit structure education, claim adjudication review, customer service delivery, network strategy and product analysis. I communicated the execution of these functions by generating weekly, monthly and quarterly reporting and presentations for the client and plan stakeholders and constantly stress test all current internal processes.*Motivated each day by being gifted and privileged to service my client and worked diligently to be an advocate for my company, my team and my customers.

Tacoma, Wa

• Conduct contract procurement procedures and techniques• Obtain payor contracts as indicated on payor mix provided• Establish files/folders for CFO• Ensure all documentation is updated in SharePoint and any/all required reports• Obtain reimbursement from payors for top 50 CPT codes and conduct comp with revenue expectations• Provide contracts and reimbursement analysis for CFO in a timely manner• Provide weekly contract status updates to field associates• Provide other revenue analysis reports as directed by CFO• Follow-Up with payors for contract status information• Manage productive relationships with all healthcare payors• Ensure that payor contracts are negotiated within targeted reimbursement terms and pursuant to administrative terms that maximize the objectives and revenue projections• Prioritizes contracting needs based upon objectives, priorities and deadlines related to the organization’s business needs• Maintain and distribute contract information to internal and external inquiries received with CFO, responsible for coordinating approval of amendments and addendums• Research problems and negotiate with internal/external partners to resolve complex and/or - escalated and sensitive issues.• Ensure all contract data and information is appropriately entered into relevant systems/databases• Monitor contract performance on an ongoing basis.• Maintain a working knowledge of enrollment requirements of various health plans• Respond to unusual problems or delays in enrollment process (including claim denials)• Respond to provider information requests (both internal and external)• Assist with departmental audits

Tacoma, Wa

We are United Way of Pierce County’s young professional network (20’s & 30’s) dedicated to fundraising and advocating for United Way, while providing members access to unique opportunities.EPP members are compassionate and committed individuals on a mission to encourage the spirit of philanthropy and change the conditions of our community. We envision a vibrant region in which to live, learn, work and prosper for all.

Tacoma, Wa

• Enter contract events, changes, corrections in the Contract Database • Proactively review and update Contract Database to ensure accuracy • Analyze business need for insurance and revenue profiling • Analyze business need for plan recognition • Administer aspects of the contract language including but not limited to Consumer Price Index (CPI) increases, annual escalators, and notification requirements • Coordinate with Reimbursement Operations, Insurance Management, and Facility/Field as needed to resolve contract issues• Evaluate and report key performance metrics to department management • Provide recommendations to improve system policies, procedures and performance • Complete research accurately to ensure fee schedules are appropriately represented in billing system

Tacoma

• Initiate contact with insurance companies for information regarding checks• Request copies of remittance advice through various forms• Identify and issue refunds• Re-class money to correct General Ledger account numbers• Research and track checks missing check or batch information• Member of Innovation Champions Team• Develop and maintain a positive working relationships with clinical personnel, teammates, and Payor representatives* Initiated and implemented an innovative action plan that contributed to Unapplied Ledger decrease from by 85% in 9 months* Provider Web Access Administrator responsible for initiating Payer Web Portal Access for Unapplied Teammates

Tacoma, Wa

• Responsible for collection of multi-million dollar account• Works diligently to identify and remedy root cause of contracted and non-contracted claim denials and under paid claims.• Skilled at using multiple databases to identify trends and areas of opportunity within book of business.• Excels at communication with teammates in different roles within Revenue Operations to maximize collection efficiency and minimize reoccurring data errors.• Builds rapport with payer Provider Representatives to address solutions for common trends in discrepancies between obtained and expected payments.• Proficient in navigating payer web related provider tools and resources to locate key information necessary in obtaining maximum revenue per claim.• Member of Innovation Champions Team

Seattle, Wa

*Prospecting for potential new businesses through direct telephone solicitations *Maintaining weekly quotas for telephone solicitations and outside sales calls *Establishing and maintaining a client filing and tracking system*Participating in weekly sales meetings and reporting on current status *Conducting on-going competition research analysis *Assisting in the achievement of budgeted hotel revenues*Preparing and executing a business development strategy to increase business*Negotiating appropriate guest room rates for volume bookers*Preparing contracts for group bookings*Ensuring that appropriate space is allocated and that clients are well informed*Collecting signed contracts, deposits and final payment *Corresponding with other departments to ensure the proper delivery of services *Promoting Warwick Hotel Brand at trade and consumer shows

Bachelor'S Degree, Business Administration And Management, General, 3.2

Activities and Societies: -Pi Kappa Alpha• Achieved 3.2 GPA in Degree Courses

Associate'S Degree, Health Information Management, 3.75

Activities and Societies: -Member of AHIMA -3 month Health Information internship with Tacoma General• Member of Phi Theta Kappa Honor.