Danny Harvey Email and Phone Number

• Provided leadership, strategic direction, budget development and monitoring, and performance accountability through the oversight and supervision of a staff of 17 in three locations.• Executed efficient and effective process management in day-to-day operations to maximize revenue.• Worked collaboratively with internal and external partners to manage inventory among 20 different vendors while ensuring compliance with federal regulations. • Developed and implemented pre/post service procedures related to customer service including determination of eligibility, accuracy of orders, and response and rectification of escalated customer service issues.• Designed and instituted ongoing customer satisfaction surveys achieving over a 20% response rate.• Utilized data collected to address employee performance issues and to drive process improvement initiatives.• Created training curriculum related to company policies and procedures, customer service best practices, and financial analysis and reporting which was used to train employees on-site and virtual trainings.• Handled all human resources functions including hiring, performance management, terminations, and onboarding/training for the company, with particular attention to ensuring compliance with state licensing, Medicare, and HIPAA regulations and requirements.• Completed both internal and external audits addressing efficiency and compliance issues and correcting them.• Utilized Zoho CRM software to track data utilized for performance management of departments and employees. And incorporated the use of Brightree billing software to monitor financial goals and billing accuracy.

• Develop team resources, project plans and implementation strategies by following in-depth project tollgate requirements.• Led and mentored a Quality Assurance and data processing team in different parts of the US.• Utilize structured, disciplined and data oriented process to identify root cause and solve problems using the Lean Six Sigma methodology.• Apply the following Six Sigma tools: FMEAs, Flow Charts, Fishbone Diagrams, Control and Run charts, etc. • Determine requirements, plans projects and establish priorities while monitoring progress.• Manage risk and assess impact from a cost, efficiency, contractual, legal and/or regulatory standpoint.• Evaluates project status and resource utilization and implement changes to improve the teams’ effectiveness.• Cultivate and maintain working relationships with all team members, stakeholders and matrix partners.Successes• Increased accuracy for identifying Health Care Providers with inaccurate data from 45% to 90%.• Delivered a cost savings of 7 full-time employees, which equaled $350K per year.

• Co-managed a call center, which serve the individual member population with a staff of 42 employees.• Increased the call center telephone service level from target goal of 97% to 99%.• Raised the team’s monthly performance accuracy levels from a 99.1% to 99.5%• Implemented a customer service quality monitoring process for the call center operations.• Co-chaired Labor / Management process improvement team for the new quality monitoring process • Collaborated and mentored supervisory staff with developmental process.• Developed and maintained strategic/tactical partnerships with internal stakeholders by setting up regularly scheduled meetings