Jenna Taylor Email & Phone Number

Milwaukee, Wisconsin

Oversee the management of operations for the Claims, Enrollment, Customer Services, Provider Relations, Network Development and Billing departments. Responsible for coaching and mentoring the operations staff, providing professional development opportunities through work assignments, special projects and performance feedback. Work with departments to develop and provide strategic guidance to improve key performance indicators. Demonstrate a high degree of motivation, creativity, strong work ethic and flexibility. Work with all departments to foster a strong commitment to customer service. Ensure that all departments are meeting government regulations, client requirements and company policies.

Direct report to the Senior Vice President of Operations, supervised operations management team, including 3 supervisors and staff of 10. Worked with senior management implementing new lines of business, expanding operations to groups domiciled outside WI increasing revenue by 50%. Fostered and opened lines of communication with remote offices staff, ensuring uniform brand and product offerings.

Provided support for all areas of operations including the Director of Operations. Communicated business needs in addition to staffing needs with superiors. Minimized operational issues, focusing on needs of customers. Managed processing of claims and customer service staff of 3, addressing around 5 escalated issues per week.

Manage all aspects of Claims Department staff. Achieved 98% accuracy in claims processed, meeting state filing deadlines and teaching precision. Revised provider payment process from twice a month to bi-weekly, reducing receivables by 5%.

Performed all office functions which included answering incoming calls, opening and processing mail and preparing RFP’s for sales team. Processed monthly client billing, as well as all client enrollment adds, changes and terminations.