Kim Mitchell-Smith Email & Phone Number

Leader of team responsible for multiple applications in support of critical clinical functions. Includes ownership of platform user notification/communications, application escalation support and security role-based access management inclusive of security and system audits. Established key collaborative relationship with Enterprise Production Support Team resulting in more timely solutions for user reported issues.

Provided front line management inclusive of hiring, coaching and performance management. Authored process manuals for each key function within the department to ensure consistent handling of tasks which drove quality improvements. Responsible for the management of complex system audits related to security compliance for multiple clinical applications. Performed User Acceptance Testing for application changes ensuring critical business functionality remained in tact. Author of system communications for 38,000 recipients detailing system changes, issues and workarounds.

Managed vendor relationships acting as liaison between company technical IT teams and vendors to troubleshoot problems and establish new file feeds. Translated technical aspects of systems release content into business language. Conducted pre-release informational sessions to acclimate training team on the changes which aided in the preparation of training materials for the system users.

Oversight for 22 exempt and non exempt direct reports. Monitored call center productivity to meet stringent telephonic key performance measures. Worked to maintain employee retention in fast paced environment through mentoring and establishing career path program. Created internal and external job requisitions, coordinated multiple open house sessions and interviewed potential candidates for multi-level positions within the department. Member of critical observation team responsible for development of comparison data between multiple office workflows. This work resulted in the development of universal workflows which were applied across a multi-region organization. Developed online process toolbox for call center which allowed more efficient and consistent handling of calls and allowed for faster updates to critical process workflows.

Direct manager of 4 supervisors with overall responsibility for 60 call center associates. Completed the merger of two separate departments into one multi-functional call center resulting in cross trained staff and improvements in overall key performance measures.

Responsible for day to day functions for forty associate department within call center. Authored process documents for precertification requirements to ensure consistent call handling by staff.

Team Lead/Supervisor of several different functional units in the Patient Care Management Department. These areas included Precertification, Durable Medical Equipment, Quality Assurance, and Member/Provider written communications.