• Wrote and implemented job descriptions for Business Development team for Marketplace • Wrote and implemented key performance indicators for employeeso Inbound call handlingo Sales conversion rateo Call quality o License achievement per employee and re-certification • Oversight of Business Development team o Review of call metrics and adjustments as needed to meet service level expectationso Review of Sales Pipeline to ensure Sales quotas are meto Review of… Show more • Wrote and implemented job descriptions for Business Development team for Marketplace • Wrote and implemented key performance indicators for employeeso Inbound call handlingo Sales conversion rateo Call quality o License achievement per employee and re-certification • Oversight of Business Development team o Review of call metrics and adjustments as needed to meet service level expectationso Review of Sales Pipeline to ensure Sales quotas are meto Review of call quality assurance benchmarks and adjustments as neededo Review and approve training curriculum for business development team• Oversight of Business Development Coacho Review weekly coaching and development plans for each team member o Review of scorecards and adjustments as needed to ensure KPIs are being meto Review of trends and adjustments as needed • Manage large and mid-size projectso Create and implement reporting at the employee, team and department levelo Partner with Information Systems to implement Salesforce to capture lead to conversion lifecycleo Created work queues for appropriate and timely follow up to close prospective sales o Partner with Information Systems to implement automated enrollments via HealthSherpa and Vlocity-Salesforce o Partner with Marketing to implement RingDNA for campaign management • Team Oversighto Recruitment, onboarding, and department orientation oversighto Performance management of employees to include mid-year and annual performance evaluationso Monthly coaching and delivery of personal growth plans per employeeo Create and manage departmental budget Show less

• Responsible for providing operational relationship management and oversight between Community and third-party vendors for all lines of business to include CHIP, Medicaid, Marketplace, Employee Retirement System of Texas, and TPA Services for Sendero Health Plan• Planned and ad-hoc site audits to ensure vendors were meeting contractual obligations • Developed Reporting to ensure vendors meet SLA’s• Created Key Performance Indicators per vendor tied to performance and budgetary… Show more • Responsible for providing operational relationship management and oversight between Community and third-party vendors for all lines of business to include CHIP, Medicaid, Marketplace, Employee Retirement System of Texas, and TPA Services for Sendero Health Plan• Planned and ad-hoc site audits to ensure vendors were meeting contractual obligations • Developed Reporting to ensure vendors meet SLA’s• Created Key Performance Indicators per vendor tied to performance and budgetary objectives • Conducted weekly/monthly meetings with vendors to review performance standards• Partnered with internal/external resource to create and implement process changes to meet/exceed process efficiencies and budgetary requirements • Attended vendor seminars to identify opportunities to increase efficiencies while reducing overall costs for the organization• Led initiatives with training resources to implement systems and process changes for impacted departments • Collaborated and worked closely with cross-functional stakeholders in the Call Center, Eligibility team, Marketing and Sales team to optimize processes and resolve any issues timely• Responsible for the RFP process for all third-party vendors for the Operations department and successful implementation of processes and services of vendors selected • Responsible for Vendor Contract negotiations for the department o Contract review o Identify risk for organization and mitigate prior to contract approval o Identify ROI per service/good purchased • Responsible for the oversight of materials management• Created reporting to monitor inventory for all member materials included in department P&L• Collaborated with IT to create a secure tracking mechanism for member web inquiries Show less

• Call center Manager over all lines of business to include CHIP, Medicaid, Marketplace and Employee Retirement System• Responsible for the daily operations of the Call Center with up to 50 direct reports• Coaching and development of Team Leads to include one-on-ones to establish strong foundational department processes and procedures • Developed and implemented Key Performance Indicators for Leads and Call Center agents• Developed and implemented employee… Show more • Call center Manager over all lines of business to include CHIP, Medicaid, Marketplace and Employee Retirement System• Responsible for the daily operations of the Call Center with up to 50 direct reports• Coaching and development of Team Leads to include one-on-ones to establish strong foundational department processes and procedures • Developed and implemented Key Performance Indicators for Leads and Call Center agents• Developed and implemented employee scorecards• Streamlined work processes to increase agent efficiencies • Developed and implemented Quality Assurance program • Ensure telephone hotline performance meets all quality standards established by regulators and internal goals• Performance Management • Develop and maintain Policy and Procedures • Create and maintain Job Descriptions• Interview and Source Candidates• Developed and maintained Call Performance reports• Real-time monitoring of call statistics • Root cause analysis for Member Complaint resolutions• Responsible for the monitoring and submission of department deliverables for Executive Leadership and regulators• Participates in audits for delegated entities and regulators • Prepare and submit documentation for HEDIS, URAC Accreditation, ICHP Show less