Erin Dobbs Email and Phone Number

Manages health operations across 29 urgent care centers in the Michigan market. Responsible for leading and developing regional growth strategies while driving operational efficiencies. Builds clinical teams focused on service delivery, driving key business metrics, clinician support and growing the core business. Responsible for implementation of strategy and maintaining internal and external relationships across the markets. Ensures superb patient care, satisfaction, and employer experience.

Responsible for direct oversight of contract management, customer service, clinical compliance, and information technology departments within the agency. Developed and delivered training programs for staff to ensure compliance with State regulations and internal policies and procedures, resulting in a 95% compliance rate. Effectively managed consumer complaints, appeals, and grievances within the agency, ensuring compliance with clinical standards mandated by the State. Conducted a thorough analysis of customer feedback and identified areas of improvement in the organization's service delivery model, resulting in a 20% increase in customer satisfaction scores. Led the development and implementation of a new training program for clinical staff, resulting in improved compliance with evidence-based practices and a 15% reduction in medical errors. **Role eliminated due to COVID.

Conducted regular audits to ensure compliance with internal policies and procedures, resulting in a 95% compliance rate. In-depth understanding of healthcare operations and regulations, including HIPAA and OSHA compliance. Utilized data analytics to identify trends and proactively address potential issues, resulting in a 30% reduction in errors and a 20% increase in efficiency. Oversaw the operations of multiple hospital facilities across the region, managing teams of over 300 employees. Collaborated with cross-functional teams to streamline processes and improve operational efficiencies, resulting in a 20% reduction in patient wait times and a 10% increase in patient satisfaction scores. Fostered a culture of continuous improvement, implementing best practices and innovative solutions to optimize patient care delivery and operational performance.

Responsible for oversight of Part B Drug Authorization process for 375k Blue Cross Blue Shield of Michigan Medicare Advantage members, advised participating pharmacies on processing of prescription drug claims through Part B coverage. Oversight of Medicare Diabetes Prevention Program for Medicare Advantage member, sole project lead for Customer Servicing in roll out and implementation of program, impacting 7k members in Michigan. Oversight of IT Helpdesk processes and system access requests for service center, oversight of access for 180+ customer service representatives. Project Lead for CSR 360 program-development of new tools to assist Team Leaders company-wide with ease of access and administrative tasks-will impact 7 major service centers and over 75 Team Leaders. Responsible for on-boarding process for all new hire Customer Service Representatives-oversight of 5-6 new classes per year, approximately 100 CSR’s-managed scheduling, system access request, training oversight. Key oversight for the service center regarding all data analytics, process roll outs and new Part B drug authorization projects. Project lead in creation of new administrative tools for Team Leaders and Service Operations as a whole.

Implemented and enforced corporate and departmental policies, practices, and procedures, including managing union contract administration daily, to ensure compliance and minimize risk. Oversaw forecasting of daily staffing needs, inbound and outbound call volume, and average wait, hold, and talk times to optimize departmental performance and achieve service excellence. Monitored call center Service Level Agreements and call allocation volume between internal and external business partners, preventing potential fines and maintaining compliance with state regulations. Provided real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned 25 team members. Interfaced with internal and external stakeholders, provide solutions to meet operation standards, solve business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience. Ensured all required CMS metrics and performance guarantees are met for servicing by monitoring strategies, researching risks and developing and communicating corrective action plans. Monitored call center Service Level Agreements and call allocation volume between internal and external business partners to ensure fines are not assessed.

Conducted internal and external research to determine and request the data needed to handle inquiries from Subscribers, Beneficiaries, Accounts or Providers. Analyzed and serviced various product lines in the area (i.e., Administrative, Facility, Professional, Special Programs, Medicare/Complementary). Organized work to meet National/Corporate/Department Production and Quality Standards. Evaluated and priced/adjudicated claims/inquiries. Interacted with others inside and outside the organization to resolve the inquiry/claim related problems. Influenced customers to accept the reasonableness of decisions and actions. Assisted less experienced Reps and handle unusual or complex inquiries, including irate calls as well as those inquiries that may have implications for the retention of a group/contract, or provider.

Managed overall operations in an insurance setting.Created and implemented policies that allowed the insurance company to function as a cohesive unit.Reviewed company performance to identify areas where individual employees and entire departments could improve their efficiency.Connected specifically with insurance agents to ensure that employees communicating personally with policyholders represented the company in the best light.Identified and minimized threats as part of ongoing risk management responsibilities.Managed collected data and created user-friendly reports that helped executives identify company progress, regression, and any fluctuations in output.Continually reviewed insurance policies to confirm that policyholder needs were best addressed.Managed any claims investigations.Controlled company finances to maintain correct budget allocation to all departments.