Mike Hoff Email & Phone Number

Saint Louis, Mo, Us

Centene is the largest Government Sponsored Managed Care Organization in the United States with over 26+ million members and revenues in excess of $125B.

Secaucus, Nj, Us

Columbia, Maryland, Us

Integra ServiceConnect provides personalized, community-based member outreach and engagement, reducing barriers and bridging gaps between people and healthcare services they need. Our services are designed around two simple principles: (1) most of the factors influencing health are not healthcare-related and don’t require clinical intervention; and (2) in order to improve health outcomes you need to engage individuals who are contributing to these outcomes. Our “feet-on-the-street” model personally engages members with healthcare needs and gaps in care that contribute to poor health outcomes, ineffective use of healthcare resources, and lower HEDIS and STAR scores for Duals / MMP, DSNP, Medicare, Medicaid and Marketplace payers.

Indianapolis, Indiana, Us

Apria is one of the nation’s leading providers of home respiratory services, including oxygen therapy, inhalation therapies, sleep apnea treatment and negative pressure wound therapy. Apria owns and operates more than 400 locations throughout the United States and serves more than 1.2 million patients each year. Customer Care Center leader with locations in Chandler and Salt Lake City supporting home healthcare needs. Grew site from approximately 200 agents to almost 500 during 2014 with over 80% of management team new to their position. Implemented National Travel program, extended hours for customer service, and Spanish line.

Cedar Rapids, Iowa, Us

Managed team of Regional VP's using consultative sales approach offering web based training solutions (SAAS) to banks and credit unions across the country.Documented sales process for new sales professionals. Implemented quality assurance monitoring leading to improved employee and customer feedback.

Washington, District Of Columbia, Us

Sales, Client Services, and Operations Management responsible for building client relationship supporting 450+ contact center agents across 3 locations (Pittsburgh, Manila, and Lima,Peru).Sole contact point for Peru call center. Mentored site director with client relationship and implementing sustainable sales processes.

Reporting to COO, managed contact center P&L for 1350 contact center agents in 7 sites across (Iowa, Oklahoma, and Manila). Developed senior relationships with many Fortune 500 clients.Led merger of Oklahoma call center personally training staff on PRC company operational procedures. Mentored site director. Consistently ranked highest EBITDA of company. Grew from acquisition and expansion of customer relationships over $20MM in new business.

Global responsiblity for Training, Quality, and WorkForce Mgmt of 10,000 seat call center operation.Design and implementation of initial training for all new managers globally leading to repeatable and consistent results across all management positions impacting call center agents. Implemented project "QA Coach" improving agent skills by having the person who monitored you provide immediate, actionable, and performance impacting feedback. Techniques led to improved relationship with Operations and better career path for QA personnel. Implemented global use of WorkForce Management program within 90 days.Founding Member of Access Direct. Part of Senior Leadership Team key to growth from inception to over 2000+ employees in 10 call centers. Managed first call center before heading other areas. PRC acquired Access Direct in 2000.

Managed 80 seat call center in Iowa City, IA. Responsible for growth of Insurance Programs.Premier call center used to develop next generation managers. First use of management development program with soon to be call center managers and client service managers.

Mba, Business

B.A. Arts, Economics

Education record

Education record