Nancy S. Scharf - Mba-Pmp Email & Phone Number

• Lead 80+ remote Intake Coordinators and 6 Intake Managers across 4 states
• Partner with various operational teams (Practice Operations, Marketing, Clinician Credentialing and Benefit Verification) to ensure an exceptional patient experience and delivery of strategic initiatives.
• Manages across 4 states 21,000+ inbound and outbound calls and schedules 7,100+ appointments a month.
• Service Channels include phone, email, fax, AMD patient messages.
• Partner with Call Center Operation teams (Workforce Management, Training and Education) to ensure team is staffed and trained appropriately to support patients.Achievements
• Improved Clinician scheduling by 11% for the Central Regional

• Managed 8 supervisors and 180+ agents, consisting of onsite and remote employees.
• Conducted weekly touchpoints and monthly performance reviews to achieve key performance metrics and client service delivery performance guarantees.
• Drove productivity and efficiency to improve enterprise - wide service rate, order volume, fulfillment, patient engagement and satisfaction goals.
• Supported total monthly call volume average of 175,000+ interactions.
• Directed the onboarding, training, and nesting of 150 contractors and full-time employees for peak season. Recommended curriculum changes and implemented a virtual training pilot.
• Managed the Federal Employee Program (FEP), partnered with Account Management to conduct weekly client call monitoring sessions and recommend solutions to mitigate patient service escalations, service experience.

• Managed 150+ on site and remote clinical customer care associates, 2 managers, 6 supervisors and 7 team leads across multiple sites.
• Responsible for supporting the Medicare Advantage Program for open enrollment generating $250M in health care initiatives.
• Partnered with call center operation teams (Workforce Management, Quality Monitoring and Training) to ensure clinical customer care associates were set up for success.
• Project Manager for vendor selection and implementation of $250K Silver-link Net Promoter Score VAT system.
• Handled 50,000+ monthly interactions. Achievements
• Increased enterprise-wide goal of Medicare member enrollment by 2% based upon 650K eligible members.

• Managed 120+ remote customer care associates and 12 leadership staff.
• Supported monthly volume of 200,000+ interactions via phone, email, and voicemail.
• Partnered with sales, operations, and distribution centers to improve patient access, enhance patient care, and deliver an exceptional customer experience.Achievements
• Directed the opening of a $10M stand-alone customer care center within five months.
• Reduced order errors by 5% and increased member satisfaction survey results by 12%
• Partnered with senior leadership, IT, and training to execute key initiatives in the rollout of $9M Salesforce Customer Relationship Management application transitioning from CIC-SAP

• Managed 50+ Clinical Customer service associates, 2 supervisors and 1 Manager
• Supported over 100 behavioral health corporate commercial accounts with 6.1M MHSA and EAP members with active benefits. Achievements
• Improved Key Performance Indicators delivering 95% targeted service levels, 13 second average speed of answer,.05% abandonment rate less than 20 seconds for Client groups including Nike, Chevron, Boeing, UPS, AT&T.
• Launched transitional provider benefit conversion for 7,500 retiree United Airlines members.
• Increased operational efficiency by 20%, reduced callbacks by 35% and escalated calls by 12% improving overall first call resolution.
• Achieved 98% audit compliance for three-year accreditation with URAC (Utilization, Review, and Accreditation audit)

Dallas/Fort Worth Area

Master Of Business Administration - Mba, Marketing

Activities and Societies: Loyola Graduate School of Business Alumni Association

Bachelor Of Science - Bs, Marketing

Activities and Societies: Sigma Kappa Sorority, American Marketing Association, Phi Gammu Nu Business Fraternity