Max Terry Email & Phone Number

Newark, Delaware

Provides critical support to claims proccess by verifying external insurance coverage with other health plan carriers via multiple sources such as Availity, CVS RxCLAIMS/Caremark, or Customer Service. Provides timely recommendations to prevent barriers to care for Medicaid members. Adjusts or recommends updates to members Medicaid benefit coverage on case by case basis. Complies with state, federal, and line of business regulations, to include Health Insurance Portability and Accountability Act (HIPAA) provisionsPerforms analysis of member external coverage to ensure Medicaid remained payer of last resort; currently manages both Kentucky and West Virginia Aetna Better Health (ABH) Plans totaling over 100,000 membersAssisted in the processing of over 2,000 pended claims to date with pinpoint accuracy; maintains quality assurance score of 99.91% after first 3 months of tenureCollaborates with customer service representatives and internal staff to resolve health insurance coverage issues such as lapses in coverage, payments made in error, termination of coverage, or incorrectly assigned medical benefitsConducts research and analysis to resolve prescription processing rejections to ensure patients receive medications within established urgency guidelinesRetrieves, analyzes, and processes state specific entries quarantined in the Quality Review (Q-Flag) and Discrepancy Report queuesMentors new hires with best practices and on the spot coaching during unique cases to minimize quality impact while maximizing production requirements

San Antonio, Texas Area

Prevented and minimized electronic money movement (EMM) loss resulting in high risk fraud monetary and non-monetary transactions. EMM products included but were not limited to Wire transfers, Zelle, and Automatic Clearing House (ACH) transactions. Opened fraud or loss cases as necessary and ensured case files were accurate and complete with all appropriate dispositions and detailed notes. Suspended or Canceled transactions that were out of pattern or could not be linked back to the customer. - Performed routine analysis of account activity to reduce exposure on suspect items and/or transactions; maintained a pace of 5.9 cases per hour- Communicated actions on suspected items to branch personnel, customers, risk management and corporate security as necessary- Selected as March 2018 Rising Star; recognized for most improved production and quality assurance stats for the month - Well versed in use of Money Movement and Fraud Prevention tools to include Lexis Nexis, Innovis and Experian

San Antonio, Texas Area

Created lifelong engaged relationships with customers by delivering superior service and quality with every interaction. Approached problems logically and with sound judgment to ensure the appropriate customer outcome. Made appropriate recommendations and decisions on behalf of the customer quickly and effectively. Accomplishments;- Provided exceptional customer service to retail customers with a broad array of products and services; received 26 perfect Five-Star Customer Satisfaction (CSAT) surveys in first 3 months of tenure- Conducted complex research in support of customer concerns and issues- Selected as April 2017 Chase for Business Retail Banking Employee of the Month; recognized for top scorecard performance and ongoing outstanding contribution to small business owners and retail customers- Selected over 16 teammates as June and July 2017 Team Manager's Specialist of the Month; maintained quality assurance rating of 100% and schedule adherence rating of 98.52%- Stone Oak Corporate Site Winner for the August 2017 Sounds of Success (SOS) competition; competed against telephone banking specialists from other departments and lines of businesses

United States Army South, Joint Base San Antonio, Tx

Led a six-man analytical team in support of a rapidly deployable, 96-person command post which supported emergent contingencies, Humanitarian Assistance/Disaster Relief (HADR) missions and mass migration operations in the Caribbean, Central and South America.Accomplishments- Managed production of over 120 daily classified information read-ahead packages in support of on-going operations; led to increased situational awareness across the enterprise and enabled executive leaders to make informed decisions- Provided quality control and assurance of over 200 intelligence requests for information (RFIs); resulted in the procurement of additional intelligence collection resources in a constraint environment to satisfy customer and executive level leadership inquiries- Coached and mentored over 100 analysts through the RFI process; resulted in a 35% increase in production and collection over a 6 month period- Produced 15 engagement information packages in support of high visibility, directorate and organization-wide conferences; demonstrated ability to articulate needs of executive leaders and employees into positive results- Networked with multiple employees and supervisors across the organization on a daily basis; presented moderately complex information to executive leaders using Microsoft Office tools- Managed directorate-wide long range operational calendar which outlined five operations and over 100 key events over a 12 month period; led to de-confliction of organizational requirements and increased productivity across six divisions- Planning committee member for the Joint Base San Antonio 239th Annual U.S. Army Ball; effective face-to face engagements resulted in 178 attendees with a 10% reduction in cost per person

Fort Riley, Ks

Served as Senior All Source Intelligence Technician for the Brigade Intelligence Support Element. Managed, trained, and mentored a 13 person analytic section to process and fuse intelligence information from multiple disciplines into finished products. Supervised intelligence support to operations during the organization's 12-month training and advisory mission in Africa.Accomplishments- Supported analytic team in the production of 47 pre-execution country studies and provided 18 situation updates to executive level leaders; allowed for the regional orientation of 1,000 Soldiers- Synchronized training efforts across seven subordinate organizations, resulting in $80K for 20 mobile and residential training teams over a 12-month period- Provided critical professional and personal mentor-ship to junior Soldiers in the absence of key subordinate group leaders; empathy and interpersonal engagement skills resulted in refined trust and confidence in leadership following a degradation in morale

Fort Riley, Ks

Senior Analyst for the analysis and assessments section in the Military Intelligence Company (MICO). Led, trained, and mentored a seven person intelligence analysis section to fuse information from multiple sources into finished analytical products. Facilitated the intelligence production cycle in support of organization leadership and 7 subordinate organizations during the planning and execution of training and combat operations.Accomplishments- Trained a newly formed analyst team to perform during combat operations in Iraq; used automation to collate and correlate intelligence into fused products. - Provided quality control of 168 intelligence products which contributed to organization-wide understanding of threat entities; lauded by higher headquarters on numerous occasions- Conceptualized a comprehensive training and professional development program on the U.S. Army Digital Training Management System; led to successful training on 15 mission essential tasks in a 12- month period- Appointed Physical Security Officer, responsible for ensuring unit compliance with Army, Department of Defense, and Federal government physical security regulations, which contributed to the company’s all satisfactory rating and lauds from as the best company in the battalion- Led the planning and execution of the Military Intelligence Company (MICO) field training exercise (FTX); coordinated and conducted a scenario with over 100 message injects to train Human Intelligence (HUMINT), Signals Intelligence (SIGINT) and All Source Soldiers, which led to the training of 15 critical tasks- Created section Standard Operating Procedure; noted as the company premise for continuity as well as a guideline for future MICO Operations

Hohenfels, Germany

Served as Senior Intelligence Sergeant for the U.S. Army's only dual mission Opposing Force unit. Coordinated with higher headquarters for personnel security and intelligence production requirements in support of high visibility multinational-level training exercises; preparing combat units for deployments to Afghanistan, Iraq, and Kosovo.Accomplishments- Led, trained, and mentored three junior Solders to provide detailed intelligence analysis on various threat groups in order to replicate those capabilities during four major training exercises- Supervised maintenance, accountability, and operational readiness of combat support equipment valued at $300,000 dollars- Assumed the role of Battalion S-2 non-commissioned officer in charge (NCOIC) for 10 months; a position normally reserved for Soldiers with at least 10 years experience- Previous experience in intelligence collection asset tasking and requirements management allowed him to refine the existing Commander’s Priority Intelligence Requirements (PIR) and Tier I intelligence focus areas; diversifying the organizations organic capabilities to answer leadership inquiries- Met the suspense of all organization tasks; required minimal or no guidance and could always be counted on to make sound decisions- Promoted cohesion and team work through sectional functions and team building exercises; instilled a winning attitude in all members of the section

Miami/Fort Lauderdale Area

Managed Requests for Information (RFI), collection, and intelligence production requirements in support of the Caribbean, Central, and South America. Led a team of seven civilians and joint service co-workers responsible for coordination across the headquarters and subordinate organizations to allocate resources and prioritize requirements for collection. Accomplishments- Managed 5 multi-discipline requirement fulfillment plans in response to executive leadership and customer information gaps; combined understanding of the operating environment with knowledge available resource capabilities to answer 2,217 inquiries- Trained 140 analysts on intelligence requirements process and best practices; contributed to a 32% increase in national collection and production in one year- Confidence, enthusiasm, and customer-first attitude resulted identification as “go-to-guy” for all requirements management issues; hand-picked to brief senior leadership on asset capabilities and collection operations- Hosted the organizations’ Collection Manager Conference which included the participation of 25 subordinate and inter-agency organizations; principal planner providing agenda, talking points, logistics, and executive minutes- Shared knowledge across the organization; created section training plan and created smart book expanding knowledge of collection resources and processes- Headed 300 daily re-occurring synchronization meetings which aided the facilitation of theater intelligence collection requirements and their assigned priorities- Created sectional training plan and continuity book; improved overall knowledge of available resources and processes across the five intelligence disciplines

Fort Drum, Ny (Deployment To Tikrit, Iraq)

Served as Intelligence request for information and Intelligence Collection Manager while deployed in support of U.S. combat operations. Managed and tracked all intelligence requests for information in support of combat operation enablers. Coordinated with other organizations to leverage intelligence resources and help answer the leadership and customer intelligence inquiries. Accomplishments- Received Senior Intelligence Officer and Battalion Commander Coins for coordination with the combined arms quick reaction force (QRF) to interdict enemy forces planting an Improvised Explosive Device (IED); earning the first intelligence “play of the week.” - Synchronized raw intelligence from multiple sections to prioritize intelligence requirements; resulted in the cultivation and tasking of over 500 collection target decks- Provided over-watch for over 100 UAV sorties; leading to the detainment or death of several Division-level High Value Individuals (HVIs)- Developed a file management system to better organize all intelligence products.

Camp Red Cloud, South Korea

Served as the Personnel Security Specialist in support of the 2nd Infantry Division Special Security Office. Managed the security clearance information of over 3,500 personnel. Provided timely, accurate, and relevant intelligence in support of exercise and contingency operations. Maintained the unit security clearance access roster which provided up to date information on personnel and the status of their clearance and access. Processed visitors requests to access the Secret Compartmentalized Information Facility for official business. Used automated systems to interface with the Office of Personnel Management to validate the status of personnel security clearance. Used analog and automated systems to develop the current intelligence operating picture; kept organizational leaders informed on threat group actions. Accomplishments- Processed over 300 security personnel actions, which included Single Scope Background Investigations, periodic investigations, visitor requests, and transfers-in-status requests. - Completed the Special Security Officer Course

Police Studies-Law Enforcement

H.S. Deploma, Creative Writing, 86.5 Grade Average

Activities and Societies: National Honor Society, Yearbook Production Committee.Majored in Creative Writing