Meaghan (Clements) Richards Email & Phone Number

Rochester, Mn, Us

Rochester, Mn, Us

Rochester, Minnesota, Us

Rochester, Minnesota, Us

Canton, Ma, Us

All duties as described in concurrent role, as well as the following.* Manage ongoing enterprise Business Implementation program operations and/or vendors.* Use analytic skills to develop or improve programs including business opportunity definition and research.* Perform detailed policy and impact analysis as it relates to the current programs, clients and/or vendors; make recommendations for process and/or policy change; present to various levels of the organization and the client the findings and summary options. * Determine data scope, consulting with staff, performing analyses, and determining both quantitative and qualitative business implications.* Lead and/or manage projects and/or initiatives by representing program operations during planning and implementation phases. * Support of other company programs and coordinating issue resolution with relevant functional business areas, and leading and/or facilitating planning and review sessions.* Lead regular cross functional informational or working meetings, including effective agenda planning, facilitation, and tracking/follow up on deliverables until closed.

Canton, Massachusetts, Us

* Conceptualized, fundraised and built the Customer Experience Program in collaboration with internal business partners. * Drove adoption of the Customer Experience culture mindset among internal key stakeholders.* Led implementation of Customer Experience Program across both businesses held under parent company. * Partner with business unit leadership to design and implement solutions to measure performance and process improvement against strategic initiatives. * Create reports and dashboards for internal and external stakeholders. * Utilize data analysis to provide meaningful insights to improve future platform and campaign performance. * Stay current on best practices and trends including emerging technologies. * Support strategic experience initiatives and program development, providing analytics guidance, forecasting, and performance assessment. * Analyze impact of digital marketing, social media marketing and marketing communications strategies on customer satisfaction and retention. * Serve as Business Owner/Program Manager for Clarabridge Analytics Natural Language Processing platform for customer relationship management.* Other duties as needed.

Canton, Massachusetts, Us

* Provided guidance to call center representatives when needed on improvement opportunities to enhance performance and customer relationship management.* Performed various aspects of operations management in collaboration with senior leadership.* Contributed innovative ideas for enhancement of member and employee experiences.* Managed initiatives within the Department that required collaboration and ongoing communication with key stakeholders outside of the team. * Utilized analytical skills to Identify system issues and communicated changes or updates to the department, escalated these issues for system improvements as needed.* Collected and processed member feedback to highlight call drivers and generate improvement ideas.* Collaborated on the Springboard Projects for customer and employee experience ideation.* Awarded the Key Contributor recognition for participation in the Springboard initiative in 2018.* Led the Outbound Initiative welcoming new members to the plan, thus reducing potential obstacles for member access to care and improving member experience. * Participated in the audit process to ensure a successful business outcome.* Created training Powerpoints for department meetings, and prepared data for presentation to senior leadership.* Developed a format for coaching sessions and organized metrics to analyze trends.* Data entry as needed.

Canton, Massachusetts, Us

* Serviced all member needs, triaged service requests as necessary.* Coordinated care needs with medical providers, managed customer retention and provided excellent customer experiences with every interaction with members.* Serviced Medicare Advantage members and providers in a timely and efficient manner regarding all aspects of member care. * Consistently exceeded department metrics for performance. * Assisted in developing newly hired employees. * Won the Member Services Team Player award for 2017 within months of being hired.* Promoted to leadership role within a year of being hired.

Boston, Massachusetts, Us

Dedham, Ma, Us

Canton, Massachusetts, Us

* Created and led an interdepartmental task force of senior staff to evaluate and propose improvements to cross-departmental workflows and coverage guidelines. * Improved turnaround time of authorizations from between seven to ten days to an average of three to four days. * Trained staff on enhancing the member experience by understanding their complex healthcare needs and utilizing customer feedback to develop best practices to meet client needs.* Educated staff on becoming customer advocates.* Supervised and trained staff members to serve clients with complex cases requiring special sensitivity, such as infertility, gender reassignment, terminal illness, developmental disorders and high profile clients.* Interviewed, recruited, trained, and coached high performing staff members to serve on a specialized team handling high-risk and complex accounts. * Developed strategies to ensure company metrics were met while maintaining customer retention.* Analyzed customer feedback via survey results and journey mapping; and used the data to identify areas of service improvement, thus contributing to the company Net Promoter Score.* Won awards for Most Valuable Team Player and Innovative Leader.

Master Of Science - Ms, Health Informatics & Analytics

Bachelor Of Arts (B.A.), Sociology And Psychology