Gail Harris Email & Phone Number

Franklin, Tennessee, United States

Franklin, Tn

• Responsible for remote cross functional teams that touch over 660k member and provider records annually.• Improve process efficiency by 14.5% in 2018 (annual savings of $122,500).• Develop and introduce productivity scorecards and bonus structure for cross functional teams to engage top performers.• Motivate and mentor a team of 5 successful supervisors with 3 in the top 10 out of 84 within the call center organization.• Foster strong relationships with numerous internal departments to proactively manage expansions, upsells, and new clients.• Build dynamic relationships with clients to assist in improving member and provider file exchanges to include development of loading logic to internal databases.• Work closely with IT developers on the creation of a new, internally built Customer Relations Management (CRM) application to improve efficiency and accuracy of eligibility processes.• Effectively research escalated issues from various departments and communicate findings to both internal and external teams.

Franklin, Tn

• Develop, launch, and manage a team to support a new internal application for managing provider data records from clients; including developing regression test plans for deployments.• Integrated claims and pre authorization eligibility teams to newly created team.• Work closely with IT to develop reporting to aid in provider file research when thresholds were met before files loaded in to systems. This reduced the number of bad file loads from 12+ to zero annually.• Foster strong relationships with numerous internal departments to proactively manage expansions, upsells, and new clients.• Effectively research escalated issues from various departments and communicate findings to both internal and external teams.

Franklin, Tn

• Developed, launched, and managed a team to complete UAT (user acceptance testing) for all deployments• Created regression test plans and deployment specific plans to ensure functionality of portal and CRM application were still functioning as expected.• Integrated CRM configurations team to allow for more efficiency during testing and deployments• Supported data center migration from multiple dry runs to complete switch over to ensure all applications were functional before signoff• Built strong relationships with multiple internal departments to support configurations of new clients, upsells, expansions as well as system and application deployments.• Improved regression and deployment testing from multiple hours to less than 60 minutes.

Franklin, Tn

• Developed, launched, and managed an outbound call team responsible for contacting patients to educate on selection of rendering providers.• Responsible for provider reports to internal leadership as well as client.• Worked closely with training and configurations to develop scripting and call scenarios for aids and CRM application• Developed and introduced production scorecard, bonus structure, and other incentives to engage agents.• Built strong relationship with client to continue to improve process so that eviCore could develop into a standalone product for other clients.

Franklin, Tn

• Developed, launched and managed a team to support portal users during their interaction on the portal.• Increased web utilization from 12% to over 50% during 3 years.o Direct contact and training to top callers into contact center and large provider groupso Web training with newly eviCore contracted providerso Selected web chat vendor to keep users engaged on portal.o Developed and introduced new registration process to eliminate fax and support increased utilization.• Worked closely with IT to create and implement a portal regression test plan to ensure portal functionality was not lost during other application deployments.• Developed and introduced production scorecard, bonus structure, and other incentives to engage agents.• Created ad hoc reporting for internal leadership to show web utilization by client, client program, product, and date range.