• Spearheaded the development of a new HEDIS Physician Call Center Team, designing processes, procedures, and team standards from the ground up.• Established quality and performance metrics to ensure consistent and measurable team success.• Managed an 7-member team of LPNs, overseeing daily assignments, bi-weekly quality/productivity meetings, quarterly performance reviews, PTO requests, payroll, and ongoing education.• Mastered the Genesys Telephone System; developed training materials and conducted team education to ensure system proficiency.• Designed and implemented a manual tracking/documentation system in Excel to streamline workflow and ensure accurate reporting.• Acquired expertise in DataRap and Cozeva HEDIS abstraction systems; created detailed support materials and trained the team on documentation best practices.• Produced comprehensive status reports for markets to track team progress in chart retrieval and abstraction efforts.• Sent over 17,000 medical record requests to six markets, reviewed more than 1,500 records, and abstracted over 1,000 measures, significantly contributing to the success of the HEDIS season.

• Successfully managed a team of eight, encompassing Education Specialists, Instructional Designers, Clinical Educators, an LMS Administrator, and an Editor, ensuring effective team collaboration and workflow.• Consistently met team Key Performance Indicators (KPIs) for two consecutive years, demonstrating outstanding team performance and goal achievement.• Skillfully managed the team's budget, collaborating closely with the Finance department to secure approvals and optimize resource allocation.• Efficiently organized and executed the team's first onsite meeting, achieving all objectives within the allocated budget and fostering team cohesion.• Attained the highest team satisfaction scores within the Network Performance business unit, reflecting exceptional team morale and engagement.• Diligently updated and maintained the entire education library in the LMS, achieving a 90% update rate for all educational content, thereby ensuring continuous learning and development.• Innovatively created and launched a new webinar each quarter, enhancing learning opportunities and engagement within the organization.• Developed and launched five diverse internal team onboarding curriculums, significantly improving the onboarding process and team integration.• Initiated a bi-annual review process for W2 and 1099 contractor provider Network Manuals, ensuring up-to-date compliance and accuracy.• Implemented ADDIE, SAM, and project scoping methodologies within the Network Education team, enhancing the efficiency and effectiveness of educational initiatives.• Introduced the use of curriculum maps, streamlining the educational content development and delivery process.• Implemented a JIRA ticketing system for managing incoming Education emails/inquiries, improving response times and support efficiency.

• Provided expert clinical guidance to ensure all training and support materials were clinically accurate and effective, enhancing the quality and relevance of educational content.• Served as an interim co-manager of a Learning & Development (L&D) team, effectively leading and overseeing various team initiatives and projects.• Successfully planned, designed, and developed three comprehensive Rise360 courses, five engaging Storyline courses, and multiple informative PowerPoints, contributing significantly to the learning resources.• Consulted on and co-created an innovative hybrid onboarding program for a new telephonic customer service role, blending traditional and digital learning methods.• Created and regularly updated a range of user guides and job support materials, ensuring they were current, user-friendly, and supportive of staff needs.• Actively contributed to pilot program meetings by providing valuable clinical and educational expertise, enhancing the effectiveness of the programs under discussion.

• Provided essential learning support and fostered collaboration with three internal teams, including effectively managing contractor onboarding during the HEDIS season, ensuring smooth integration and preparedness.• Facilitated engaging online training sessions for learning support, enhancing the accessibility and effectiveness of training for remote teams.• Developed comprehensive HEDIS measure courses and enhanced them with professional voiceovers using Audacity, contributing to an immersive learning experience.• Created sustainable job support materials, aiding employees in maintaining and improving their job knowledge and skills, thus promoting continuous professional development.• Skillfully formatted HEDIS informational pages using HTML coding on SharePoint, improving the clarity and accessibility of vital information.• Initiated the LearningMap platform for the teams' QVSD support, centralizing all learning materials for each role in one easily accessible location.• Attended systems IT development meetings to gain a deeper understanding of new system rollouts, ensuring alignment and readiness for upcoming changes.

• Developed over 50 engaging computer-based training modules (CBTs) using Storyline, Captivate, and PowerPoint, enriching the internal Learning Management System with diverse learning resources.• Crafted in-person facilitated sessions and facilitator guides, along with blended learning and micro-learning curriculums, catering to varied learning styles and needs.• Created hundreds of sustainable job support materials, significantly aiding employees in maintaining and enhancing their knowledge and skills.• Accumulated five years of experience in facilitating both in-person and virtual classroom training for class sizes ranging from 10 to 100+ associates and contractors, demonstrating adaptability and effectiveness in diverse training environments.• Gained extensive experience with the ADDIE, SAM, and Kirkpatrick models, applying these methodologies to improve training effectiveness and evaluation.• Collaborated extensively with Subject Matter Experts (SMEs) across all lines of business, ensuring the relevance and accuracy of training content.• Served as a consultant on Trend Bender and Humana initiative projects, contributing to strategic project development and execution.• Acted as a frequent consultant to the policy and process team, playing a key role in developing processes and procedures for the in-home care management program.• Provided valuable insight and guidance to IT and Business Operations by contributing to project design, testing, implementation, and post-production validation, ensuring successful project outcomes.

RN telephone care manager

Weekend RN Campus Supervisor

Pediatric Cardiac ICU nurse.