Michael Smock Email & Phone Number

Mclean, Virginia, Us

Linthicum Heights, Maryland, Us

Over 26 years within the healthcare industry effectively managing both associates and projects. Excel at analyzing processes to generate new ideas to improve efficiency and quality. Highly adaptable to ever-changing business needs. • Over 19 years of Operations Management experience leading claims processing, enrollment, and billing, call centers, and appeals adjudication areas• 7 years of Healthcare Purchasing and Vendor Management • Track record of designing and implementing multiple operational work-flow changes that reduced labor costs and improved customer-satisfaction ratings for enrollment and billing, service, and claims• Excel at relationship building and fostering mutually beneficial professional relationships • Expertise in resolving escalated customer/member/provider and internal service issues• Extremely customer-focused and a results-oriented leader • Maintain and develop strategic internal/external relationships assuring the needs of our members are met• Manage a team of 31 call center associates, including 2 supervisors• Provide benefit, claim, eligibility, and medical optometry information for routine vision• Year-to-date average quality score of 99.65%, ASA of 3 seconds, abandonment rate of 1%, a service level of 99%, and an average hold time of 1 minute and 9 seconds• Provide clear and concise scripting, documentation guidelines, and call handling techniques to advocates to ensure a positive, consistent experience for each member interaction• Establish and maintain a work environment that encourages high performance, critical thinking, and call ownership

Baltimore , Md, Us

Baltimore, Md, Us

Supervisor III2015 - 2019 4 yearsWashington, DCLeader with over 24 years of experience in health insurance, operations management, project management, and relationship management. Managed commercial and individual lines of business. Strengths include business/process improvement, operations/technical savvy, leadership development and mentoring.Project Manager - Technical and Operational Support2013 - 2015 - 2 yearsAccountable for SearchLight Reporting projects. Full scope of accountability including the design, construction, testing, and implementation of technical and functional specifications.IT Strategic Analyst2008 - 2013 5 yearsManaged IT vendors for the Enterprise Contingent Labor Program. This Included SOW/RFI/RFP development, projects, relationship management, SLA management, and requisition management in the Beeline tool.