Paul Sprowls Email & Phone Number

Led a team of 325 associates nationwide and 800 offshore vendor partner associates handling over 3M claims inquiries per year from doctors and hospitals via written correspondence and telephone. Managed annual operating budget of over $43M. Selected and led the implementation of a new Provider Correspondence system, resulting in 20% improved productivity and letter accuracy exceeding 99% for both Commercial and Medicare businesses within the first year. Attained annual savings of $1M+. Saved over $600K with vendor partners by negotiating rate reductions and higher production levels. Identified and implemented new tracking reports and multiple process changes in vendor billing methodology, delivering $100K annual savings by eliminating duplicate charges and lowering the reimbursement rate for less complex transactions. Improved the percentage of positively engaged associates, measured by Kenexa, from 91% to 93% year-over-year, exceeding Humana objectives of 88% to 91% year-over-year. Engagement scores also resulted in a 2% attrition rate, the lowest companywide. Played key role in company-wide engagement strategy and achieved Top 25 leader recognition for employee engagement.

Louisville, Ky

Managed initial medical claims processing, telephonic customer service and written inquiries for Key commercial clients. Designed, and implemented the Auto Unit, providing dedicated claims processing and customer service support for Ford, Chrysler, and GM. Pioneered the First Contact Resolution model, reprocessing claims in real time and customer facing. Achieved a 10% increase in metric for Calls Resolved on Initial Contact. Improved productivity equal to adding 5 FTE through issuing clear written expectations and monitoring production loss time.

Managed the installation of the Epic System in Humana’s wholly owned medical centers in Chicago and South Florida. Became certified as an Epic System trainer and trained the staff in medical centers.