Mike Ferguson Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Served as the liaison and primary point-of-contact for all contractual and operational issues between the health plan and the regulatory agency, Arizona Health Care Cost Containment System (AHCCCS). * Coordinated the tracking and consistently accurate/timely submission of all contractual deliverables to AHCCCS. * Received, disseminated, and coordinated internal responses to all AHCCCS inquiries, consistently exceeding regulator turnaround times.*Analyzed legal, regulatory and contractual requirements to determine their applicability to and impact on company lines of business and provided contractual guidance to internal departments.* Conducted periodic audits of operational areas to confirm contract compliance.* Coordinated with all departments for operational audits with AHCCCS.* Collaborated with affected personnel to develop and implement corrective actions plans based upon identified issues and operational audit results.

Phoenix, Az

Responsible for the direction of a member service call center that is superior to Care1st’s competitors in the markets it serves.* Led over-site and operation of the member services department to ensure that sufficient resources were available to respond to member and potential member inquires and efficient operations.* Provided proactive leadership, direction, and supervision for the supervisory and call center staff.* Ensured all member services representatives were informed and current on changes regarding benefits, limitations, exclusions, administrative matters and other provisions and procedures regarding the plan.* Developed and maintained member services tools/materials in accordance with all regulatory agency guidelines.* Effectively managed external vendor to ensure 100% of member materials were mailed within regulatory timeframes. * Monitored member inquiries and customer service performance metrics and implemented operations and productivity improvements to exceed all regulatory metric requirements for every reporting period.* Worked collaboratively with Grievance team to develop and implement policies and procedures to effectively track, resolve and document member complaints and grievances resulting in 100% compliance with regulatory turnaround times. * Developed departmental policy and ensured that the member services department was effectively organized, staffed, motivated and equipped to perform its functions.* Oversaw all PCP transfers by members including, ensuring member reassignments were appropriate and processed correctly.* Developed, directed, and oversaw member retention efforts.* Provided leadership, direction and oversite for grievance coordinators and exceeded regulatory metrics on all member complaints/grievances. * Reviewed all operations to ensure departmental adherence to policies and procedures.* Researched and responded to all customer service-related regulatory agency inquiries.

Tempe, Az

Main point of contact between ACS and our east coast-based oil and gas company, with direct responsibility for all client relationship management activities related to all customer service functions. * Directed a high performing team that provided customer service outsourcing for benefits, HR, and payroll related questions and activities, acting as first point of contact for all client employee questions.* Planned, managed, and controlled the day-to-day activities of all team members to ensure maximum efficiency and profitability. * Created, implemented, and monitored operational objectives to align with and exceed client requirements.* Developed systems and services that supported ACS and internal business unit needs and provided leadership and focus related to all customer service-related services to exceed client expecations.* Collaborated daily with other strategic business unit managers to provide an overall exceptional client experience, while ensuring that all operational activities were within departmental budget limits.* Executed all client-related project management activities related to customer service changes, enhancements, and implementation of new processes or procedures, regularly exceeding client financial and timeliness expectations.

* Directed a multi-location staff of four supervisors and 100+ agents providing inbound customer service for third party pre-tax benefits administration including FSA, HSA, HRA, COBRA, and Commuter products.* Developed and implemented policies and procedures on systems and the flow of information.* Leveraged cross-functional partnerships to support effective business operations, improve performance and increase the satisfaction level of overall customer service experiences.* Developed and promoted programs and initiatives to inspire high morale, employee retention, and job satisfaction while driving performance and creating a positive working environment for employees.* Collaborated with the call center leadership team to review operations, identify gaps in existing policies and procedures, and to set and deploy standards and expectations for processes, procedures, customer satisfaction programs and performance levels.* Worked cooperatively with other departments and managers to coordinate resources where appropriate and take necessary steps to manage, meet or exceed client expectations in support of a mutually satisfactory business partnership.

* Managed call center staff of 60 Customer Service agents, including 3 supervisors, responsible for assisting customers with account questions and completing the student loan application process.* Led department in daily operations to ensure departmental goals and objectives were met.* Assessed staff performance, and provided on-going guidnace and feedback to ensure competent performance and and maximum utilization of resources.* Identified and analyzed trends to ensure appropriate staffing levels were maintained in order to meet required service levels.* Motivated staff and provided developmental and mentoring opportunities.

Quality & Training Manager -* Managed a quality and auditing staff of 25 for enrollment, billing, cash, group set-up, and broker functions. * Oversaw all internal audits and training activity for departmental staff of 200. * Coordinated and interfaced with external auditing firms to review SOX results and internal workflows.Project Manager - * Managed high profile departmental projects. * Performed extensive User Acceptance Training (UAT) and go-live testing at conversion. * Coordinated training activities for new systems as well as enhancements to existing systems. * Key player in membership system conversion of 200,000 Arizona, Nevada, and Colorado Medicare members:Eligibility & Group Set-Up Manager – * Managed a staff of 40 enrollment & eligibility processors and supervisory staff for commercial and Medicare membership. * Directed the group set-up process for new and renewing HMO/PPO employer groups across multiple member systems.* Membership management of 321,000 commercial and 188,000 Medicare insurance lives.* Developed sound working knowledge of the regulations for the Centers for Medicare and Medicaid Services.

* Provided tactical leadership to a team of 15-20 employees responsible for performing collection, skip tracing, and customer service activities on student loan accounts. * Designed and implemented incentive programs for improving attendance, quality, and productivity.*Effectively trained, coached, and counseled employees to maximize unit productivity and quality.* Successfully identified, created and implemented process improvements to maximize efficiency.* Reduced company liability relating to collections and skip tracing by ensuring proper adherence to all federal and private loan rules and regulations.

* Performed all payroll functions, and organized and administered all company benefit programs.* Implemented customer leasing programs, and managed $1 million A/R aging and performed all collection functions.

National Bankruptcy & National Agency Manager -* Led an internal collection staff of 30 with the goal of maximizing recovery. * Handled attorney negotiations to obtain reaffirmation, redemption, or repossession of consumer debt.Authorizations Assistant Manager - * Managed group of nine supervisors, each with responsibility for a 12-15 member team. * Performed on-site audits of regional stores to ensure compliance with company policies and regulations.Collection Supervisor - * Interviewed, trained, motivated, evaluated, counseled a team of 15-20 collectors.