Patrick Mccarroll Email & Phone Number

Albany, Ny, Us

Albany, New York Area

Provide executive level strategic leadership and direction of the Quality Management & Compliance functions and tactical execution of related processes to meet or exceed client service level agreements, continuous improvement initiatives, and organizational, and regulatory compliance objectives.

Oversee analysis of business goals and objectives of the Exchange business needs. Serve as a subject matter expert and the liaison between the technical and non-technical personnel. Define clients business needs. Translation activities of technology requirements into business language. Coordinate and facilitate meetings for requirements clarifications and exploring complex solutions.

Albany, New York Area

Manage daily operations of the Beneficiary Services Unit. Responsible for 50 front line operators and support staff. Ensure client inquires and request are responded to timely and accurately in accordance with service level agreements and contractual requirements.

Raleigh-Durham, North Carolina Area

Responsible for gathering business requirements and preparing solution framework to support incremental development for a call center that supports provider enrollment and verification into the North Carolina replacement system. Co-facilitated meetings and workshops with members of the NC DOH for business requirements gathering. Successfully implemented the early implementation of the Provider Enrollment and Verification Call Center.

Albany, New York Area

Direct interface with customer, team members, and all stakeholders to anticipate and manage changes to the Medicare Part D project as it relates to technical and business requirements for the Beneficiary Call Center. Perform ongoing review of the call center program status, identify risk and implement risk mitigation solutions as appropriate. Gather and share program results. Manage the customer’s projects and expectations. Participate in project related decisions and direction at the executive level.

Albany, New York Area

Oversee daily operations of customer support center. Responsible for 120 Customer Service Representatives and 11 support staff including supervisors, analysts and trainers. Train and evaluate employees to enhance their performance, development and work product. Address performance issues and make recommendations for personnel actions. Prepare and recommend operating and personnel budgets. Monitor spending for budget plan, develop and recommend variances.

Albany, New York Area

Managed customer support staff in excess 65 front line positions including all levels of disciplinary action and job performance in accordance with corporate guidelines. Responsible for scheduling staff to adequately handle call volumes to satisfy service level agreements. Developed procedures and operational workflows for improved throughput and efficiencies.

Schenectady New York Area

Responsible for the direct management of 35 front line and senior level positions including all levels of disciplinary action and job performance in accordance with corporate guidelines. Accountable for the timely resolution of claim adjudication and reporting of performance guarantees to all clients on a monthly and/or quarterly basis. Product lines include: PPO, HMO, POS, Indemnity and Dental plan designs for fully and self- insured payers.

Associate Of Arts And Sciences - Aas, A

Education record