Darcy Engle Email & Phone Number

Salem, Or, Us

Seattle, Washington, Us

Hillsboro, Or, Us

- Worked with executive leadership to develop and implement annual sales and marketing plans.- Hired, coached and mentored Sales Management, Account Management leadership and sales team to meet established goals.- Oversight of key broker and strategic account relationships to ensure profitable growth, satisfaction and retention.- Built and managed vendor and health plan partner relationships and distribution strategy.

Hillsboro, Or, Us

- Lead Sales Representatives and Account Managers to represent and service Willamette Dental Group to prospective and established clients in the marketplace- Develop and achieve annual sales goals, budgets and profitable net membership growth- Work in partnership with clinical and administrative operations to ensure plan representation is accurate and confidently communicated to clients

Hillsboro, Or, Us

- Professionally promoted Willamette Dental Group products, plans, and treatments philosophies to clients- Increased plan membership through direct sales and existing group growth- Maintained high level of broker client satisfaction scores

Portland, Oregon, Us

- Managed department and $17 million budget of 250 Customer Service employees in multiple locations; including Call Center, Training / Development, and Quality Assurance - Responsible for activities related to conceptualizing and implementing strategies to meet and increase customer satisfaction and corporate goals- Highest levels of customer and employee satisfaction in Oregon, Washington, Utah, and Idaho Customer Service- Participated in corporate, cross-functional Service Initiative team- Restructured department, reducing headcount and increasing efficiency by re-aligning job duties- Led the development and implementation of new department quality standards, processes, and team building. Results contributed to a 5% increase in truly satisfied customers- Participated in and led teams for operating system conversion

Portland, Oregon, Us

- Managed 125 Customer Service employees in multiple locations- Responsible for managed care Appeal and Grievance team- Implemented work force management plan- Redesigned inbound customer call flow- Created employee training, which increased employee performance and customer satisfaction- Led corporate Continuous Quality Improvement team focused on member education; results included creation of new marketing documents and Member Education unit- Initiated the creation and implementation of department employee satisfaction metric

Portland, Oregon, Us

- Supervised, mentored, and identified growth opportunities for a team of 30 claim analysts- Monitored daily production and quality- Established workflow process and improvements to ensure team exceeded corporate expectations- Implemented claim operational procedures to service a new corporate product including system enhancement- Served as a contact and communication point for Marketing and Customer Service departments for Claims Processing related subjects

Portland, Oregon, Us

- Worked closely with internal customers to advertise, screen, and fill positions with top candidates- Coached and educated managers and employees in human relations skills such as supervision, conflict resolution, interpersonal communication and effective group interaction- Facilitated and led employee New Hire and Benefits Orientation- Advised employees and managers in interpretation of company policies

Portland, Oregon, Us

- Resolved both routine and escalated customer issues related to claim processing and problem resolution regarding plan and benefit inquiries- Edited new member marketing materials- Coached new Customer Service Representatives in both service skills and researching benefits