Kashonda Simpson Email & Phone Number

Warrenton, Missouri, United States

Remote

Lead projects within the Contact Center by creating a project plan, a project timeline, coordinating communication & tracking and coordinate roll out.Lead successful plan implementations for GA, HI, IA, MN, MO, OR, PA & SC (2021/2022)Communicate and coordinate Contact Center resources to complete tasks related to each project. Track project progress and deliverables and report, on a regular basis, to Contact Center Leadership. Maintain an understanding of the managed care and non-emergency transportation industry. Assist with Annual Policy and Procedure Reviews for Contact Center

Mendota Heights, Minnesota, United States

Provided leadership and management of direct and non-direct reportsCollaborated with internal and external partners to ensure effective processes were in place and in line with corporate processes and goalsMet and exceeded Contact Center performance expectations and goalsAnalyzed statistical Contact Center data and worked with Workforce Management to determine areas of opportunity to prevent Corrective Action PlansProvided oversight on Contact Center specific projects that had a direct impact on the business KPI’s and goalsOversaw team staffing levels and partnered with MTM's People & Culture team to help support recruitment effortsHosted regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamworkProvided support on special projects as needed

Mendota Heights, Minnesota, United States

Provided oversight, feedback, and counseling to direct reports.Monitored staff for adherence of established protocols and personnel policies.Identified and recommend process and procedure improvements to Care Management Manager. Updated staff on company and client protocol changes.

Lake Saint Louis, Mo

Provided ongoing training to Care Management staff. Evaluated training process and implement changes as necessary. Developed training and resource material for Care Management staff. Planed, updated, and developed department procedures as necessary. Analyzed data and make recommendations to Manager, Care Management

Lake Saint Louis, Mo

Care managed members upon Health Plan request. Closely monitored use of most appropriate mode of transportation and vendor. Processed all Level of Need and Prior Authorization request in a timely manner. Triaged issues, complaints and unusual trip circumstances and determine appropriate action. Assisted Quality Management with complaint resolution. Made recommendations for cost savings opportunities to Network Management and Account Managers.

Lake Saint Louis, Mo

Distributed incoming faxes from the Care Management fax box to the appropriate public folders. Completed appointment verification process, including tracking member fraud related to advanced funds and the release of members’ mileage reimbursement checks. Informed Supervisor when education opportunities for Customer Service Representatives are discovered.Job shared with other Care Management Representatives to ensure adequate coverage.

Lake Saint Louis, Mo

Verified scheduled medical appointments from Medical Providers and Facilities via telephone and fax communication. Assisted with missing or misplaced checks from members and decided when to void and resend checks. Coordinated the releasing of gas trips with the Gas Check runs from Accounting. Accurately entered mileage reimbursement data into AS400 database to ensure accurate payment for scheduled appointments. Provided department training for newly hired employees.