Leonard (Len) Omar Email & Phone Number

New York, NY, US

Florida Notary PublicCommissioned and Insured

Tampa, Florida, US

Tampa, Florida, US

• (Formerly Benefytt Technologies)
• Primarily in charge of facilitating member-related procedures and services, ensuring efficient client service.
• Medicare and Medicare Advantage: Manage CMS required new member welcome calls, member updates and retention outreach projects.
• Review activities that include HMO & POS manage care appeals, and customer concern issues.
• Research trends for new enrollment opportunities, analyzing the existing processes to identify areas needing improvement, developing solutions in problem areas, and resolving issues and concerns promptly and efficiently.
• Maintain oversight of daily operations including processes, people, and automations.

Teaneck, New Jersey, US

(Promoted to) Project management, Vendor Relationship management, Contact Center site management (Costa Rica and Tampa, Fl) Healthcare and Technology (Medicare, Medicaid and Commercial)

Teaneck, New Jersey, US

Teaneck, New Jersey, US

Manage Medicaid line of business to produce excellent customer experienceCreated and managed specialized group to promote exceptional customer experience

Teaneck, New Jersey, US

• Established the foundation and developed a new Contact Center for a Medicare Advantage Plan client to launch this line of business before 2017 open enrollment. Responsible for the Contact Center infrastructure.
• Responsible to meet compliance regulations as mandated per CMS guidelines, such as specific key performance metrics in place for Medicare advantage recipients and Contact Center expectations.
• This establishment is the first Healthcare BPS segment in Cognizant and was a successful launch meeting all expectations thus far.
• Managing a staff of 25 Member Service Agents and 3 Team Leaders with a 7-day / 12-13 hours a day support.
• Created new training decks, workflow processes, DLPs, and established fluent communication between stakeholders located within 5 states and 3 countries.
• Maintain continuous on the job training, including PPW decks and job aids, to provide resources to the Member Service Agents to efficiently and effectively assist our members with all of their needs. Customer support.

Dallas, TX, US

• Provided strategic planning and support for operational processes within the division.
• Managed performance management for the operational staff within the division (Key Performance Indicators, efficiency, work flow) and all aspects of the call center like operations.
• All departments were successfully managed for incoming and outgoing calls, follow up and follow through.
• Developed and implemented various educational programs.
• Employee retention of corporate employees was reduced from an average of 33% turnover to less than 10% average.

Dallas, TX, US

• Responsible for the overall management of the provider enrollment function for the division which includesenrollment into 5+ payors per provider and ensuring that each state’s regulations are followed per payor.
• Responsible for enrolling providers into over 200+ contracts with approx. $150+ million in Held A/R associated.

Dallas, Texas, US

• Managed the daily expectations of the staff and leadership team and provided daily and weekly feedback to insure metrics were on task and heading in the positive direction.
• Leadership team was responsible for reporting metrics related to outbound calls to patients and payers, the quality assurance feedback from monitored incoming calls, and submission of PWOs or Pre Authorizations that.

Dallas, Texas, US

• Responsible for the day-to-day supervision of 30-50 line employees.
• Continuous communication with approval teams in Billing, such as Major Med and Pre-Auth, to increase shipment approvals and maximize the quantity of supplies shipped

Dallas, Texas, US

• Communicated effectively with representatives within (former) Patient Support and other departments. Focused primarily on employee performance management with the Documentation team and specialized groups within..

Dallas, Texas, US

Daily tasks included the folow up and follow through with physician offices to obtain all necessary documentation to support claim submission to payors for diabetic patients. In addition, provided excellent customer service to patients and/or payor representatives to ensure repeat business and that payor regulations were met to obtain full reimbursement.

Bachelor'S Degree, Information Technology

Project Management (Pmp)

Lean Six Sigma Green Belt

Associate'S Degree, Business Admin

Itil, Itil Foundation 2011 Edition