Provided leadership for 1,500+ employees, supporting medical record retrieval, back-end processing, and account relationship efforts while overseeing call center operations, vendor management, training, quality assurance, and workforce management. • Spearheaded implementation of new contact center tools and monitoring software, increasing call attempts per hour by 64% and agent time utilization by 12%.• Transitioned frontline staffing activities in-house for direct hiring, saving $1.5M annually.• Leveraged offshore vendors to support 25% of all contact center volumes, resulting in $5M annual savings.

Strategically guided 600+ employees across multiple departments and locations, leading teams supporting medical records retrieval, back-end processing, and account relationship efforts for the nation’s largest Payors, specializing in Risk Adjustment, HEDIS, and RADV. • Established a new call center of 300 agents within three months, enabling the support of 100% of client demand at the contracted production and quality rates. • Increased efficiency of the Accounts Payable team by automating 40% of invoices being processed.• Reduced operating cost per unit by 50% for one of the company’s largest clients by utilizing an offshore vendor in the Philippines for support.• Led effort to develop a best-in-class CRM and data management platform, increasing productivity of operating teams by 60% while reducing provider abrasion and improving client satisfaction.• Coordinated cross-functional teams to implement a new suite of telecom solutions, ultimately increasing the number of outbound calls placed per hour by 62%.• Improved retrieval rates from 84% to 88%, earning overperformance bonuses for two consecutive years and growing client YoY business by one million units.

Developed and implemented a customer service strategy built on enhanced processes, advanced technology, and targeted training and development initiatives to support members of the nation’s largest educator unions, affinity marketing groups, and financial institutions.• Partnered with Telecom and IT Networking teams to develop an automated IVR enabling self-activation of membership cards, reducing annual direct payroll costs by 17%.• Implemented a new Shortel phone system for the Call Center, improving inbound service levels by 35% and reducing abandonment rates by 10%.• Created a Knowledge Base containing specific client requirements, enabling easy access for call center agents, improving customer service, and increasing NPS by 12%.

Regence is part of a family of regional health plans that have been a symbol of strength and stability in local communities for 100 years, connecting people and their families to health care when and where they need it most.Powered by the national strength and security of Blue Cross and Blue Shield, we strive to give you more control, providing superior service and making health care clearer, more cost-effective and focused on results that matter to you.During my tenure I led a team of 115 call center agents and supervisors, providing world class customer support by simplifying processes through fanatical attention and action based upon the voice of the customer. Implemented initiatives to streamline operations and enhance the member experience.