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OPERATIONS LEADERI am a results oriented Servant Leader with 19 years management experience. I believe in being on the floor where the work is done and helping to remove obstacles in a supportive, deliberate manner which empowers those who do the work.I am an enthusiastic leader of people, and pride myself on providing the greatest possible customer experience.I focus on providing meaning, vision, and ensuring honesty and integrity are at the heart of all I do. I am Certified Lean leader with a proven track record of identifying and implementing process improvement opportunities using Lean philosophy. I ensure those I am leading achieve and exceed goals, are held accountable, and are on board to execute the vision.KEY COMPETENCIES • Restructuring operations to address business growth, reduce costs, and improve service• Exceeding production expectations while maintaining exceptional quality • Leading, motivating, coaching and developing employees to the next level• Managing projects• Team building and improving morale• Interviewing, hiring, and performance management• Vendor management• Controlling costs through the most effective use of resourcesSuccessful management of the following:Supervisors | Customer Service Representatives | Correspondence | Administrative Support Producer/Broker/Group Support | Account Service Representatives | Operators/Receptionists | Technical Support | Operations Communications | Business Analysts l RN’s I MA’s I Physicians |
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Manager, Patient Access | Registration & Admission ServicesSeattle Children'S 2016 - 2019Seattle, WashingtonDirected a team of five supervisors on the Seattle Main Campus. Provided Registration oversight for: Ambulatory Clinics, Urgent Care, ER Admissions, and Inpatient Admissions. Ensured Registration practices, policies, and standards were consistent across all sites of care which also included: Bellevue Clinic, Everett Clinic, Federal Way Clinic, and Odessa Brown Children’s Clinic. • Managed staff, customer service delivery and performance metrics• Provided leadership and participated in organizational initiatives related to improving clinic and emergency operations and service• Partnered with key service departments in support of Children’s customer access strategies• Analyzed relevant data, making recommendations and implementing improvements• Managed a $3.75 million dollar budget with a 73 person head count • Monitored, evaluated and improved service delivery• Performed workflow analysis and developed new process improvements reducing waste by utilizing Lean principles• Cultivated partnerships with management and clinicians for collaborative success• Measured customer service and improvements through data collection and reporting• Oversaw efforts in resource allocation, staff training, task definition, and performance standards• Developed short and long term goals that aligned with organizational strategy, ensuring work met fiscal targets -
Manager, Customer OperationsPremera Blue Cross 2012 - 2016Directed a team of four supervisors and one business analyst across multiple campuses. Managed customer service operations while optimizing productivity, implementing company policies, standards, changes in operations, and system improvements. •Managed a $10 million budget and a 180 head count with the responsibility of staying within 1% of the budget•Interviewed, hired, on-boarded staff, and delivered performance reviews•Reduced Operator/Receptionist staffing by 29%•Facilitated meetings, managed multiple projects, and collaborated across the business•Demonstrated agility by adapting and changing to meet the needs of the business •Delivered performance feedback, coaching, and direction to staff•Monitored budget, service metrics, and ensured production standards were met or exceeded•Identified and implemented process improvement opportunities•Frequently partnered with peers and Executive leadership •Worked closely with the Member Experience team to identify innovative strategies to improve service -
Team Leader, Customer ServicePremera Blue Cross 2002 - 2012Managed a customer service team consisting of 15-35 employees including account service representatives. Focused on strong relationship building with Alaska sales and customers to improve the member experience. Built successful cross-campus team located in Mountlake Terrace, Alaska, and Spokane. •Managed Customer Service team consisting of 15-35 Customer Service Representatives and Account Service Representatives including remote telecommuters •Improved Alaska’s Blue Cross Blue Shield Association ranking from 52nd to 10th in the nation •Coached and developed staff•Interviewed, hired, and on-boarded staff•Met and presented to external clients and providers •Spent time on the floor to deliver timely performance feedback to staff •Monitored service metrics to ensure production goals were met•Led team to exceed Customer Service quality metrics for 25 months in a row•Resolved escalated issues for members and providers •Served as the subject matter expert and point of contact for the Alaska business •Provided back up support to peers and Manager of Ops Customer Service
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Boeing Assistant Supervisor Quality Coaches/Customer ServiceRegence Bluecross Blueshield 2001 - 2002Assisted in managing a team of ten customer service representatives and six quality call coaches who provided individualized call coaching to 70 Boeing employee customer service associates. •Reviewed standards and performance of employees•Identified the training needs and trained new and existing call coaches•Served as subject matter expert and technical support for customer service representatives and call coaches -
Boeing Customer Service Quality CoachRegence Bluecross Blueshield 1999 - 2001•Reviewed company-wide standards and performance of employees•Took corrective action when performance was not met•Identified customer service trends and provided solutions•Provided coaching/mentoring to improve customer service audit results
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Boeing Customer Service RepresentativeRegence Bluecross Blueshield 1998 - 1999•Analyzed and solved multiple inquiries•Handled customer issues professionally and effectively•Exceeded Quality, Average Handle Time, and Adherence standards
Dan Tisch Skills
Dan Tisch Education Details
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Bachelor Of Arts
Frequently Asked Questions about Dan Tisch
What is Dan Tisch's role at the current company?
Dan Tisch's current role is Operations Manager | Clinic Manager | Certified Lean Leader | Strategic Planning | Customer Experience | Process Improvement.
What is Dan Tisch's email address?
Dan Tisch's email address is da****@****era.com
What is Dan Tisch's direct phone number?
Dan Tisch's direct phone number is 800-722*****
What schools did Dan Tisch attend?
Dan Tisch attended University Of Washington.
What are some of Dan Tisch's interests?
Dan Tisch has interest in Social Services.
What skills is Dan Tisch known for?
Dan Tisch has skills like Health Insurance, Vendor Management, Process Improvement, Call Centers, Performance Management, Customer Service, Program Management, Leadership, Business Analysis, Team Building, Software Documentation, Call Center.
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