Richard Bates Email and Phone Number
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Experienced Leader with 10+ years of experience in the health insurance industry leading teams of cross functional professionals in the implementation of business strategies that decrease costs while improving efficiency, productivity, and operational performance. An ambitious and results driven Leader with demonstrated record of success establishing strong teams and departments while consistently securing positive results in challenging and highly competitive industries. Director of Customer Service | Operational Performance Email: richardabates6@gmail.comSeasoned Leader in the Health Insurance Industry with over 10 years of broad-based expertise leading effective business strategy, operations performance, and cross-functional team leadership in support of multi-billion-dollar organizations. Developed skills in strategic planning to establish partnerships for optimal performance and compliance. Articulate communicator with the ability to foster and develop collaborative relationships with internal and external stakeholders. Proficient in operations, customer service, and mentorship. A demonstrated record of success and achievements marked by series of promotions. Work history accomplishments includes: performance management, customer service, revenue and performance optimization, compliance attestation, account management, training and development. CORE COMPETENCIES• Performance Management• Account Management• Policy and Compliance• Cross-Functional Collaboration Leadership• Revenue Growth• Continuous Process Improvement• Customer Service Operations • Training and DevelopmentCAREER HIGHLIGHTS •
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Director Customer Care SolutionsHesaa, New Jersey Higher Education Student Assistance AuthorityPalmyra, Nj, Us -
Associate Director, ServicingHesaa, New Jersey Higher Education Student Assistance Authority Sep 2019 - Present
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Bluecard ExecutiveHorizon Blue Cross Blue Shield Of New Jersey Oct 2006 - Jan 2019Newark, Nj★ Manages all facets of the BlueCard Program, which offers a single electronic network for claims processing and reimbursement for a national and global network of Blue Cross/Blue Shield providers.★ Enforces program compliance with all BCBS policies, procedures, and corporate guidelines; ensures that all claims are processed in accordance with program objectives.★ Works with marketing groups to enforce BCBS standards across marketing collateral and messaging promoting the BlueCard program.★ Directs IT projects to deploy new software and functionality for the enhancement of the BlueCard program.★ Provides updates on BlueCard strategy and execution to directors and senior leaders on a bi-monthly and quarterly basis.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT HORIZON BLUE CROSS BLUE SHIELD OF NEW JERSEYHorizon Blue Cross Blue Shield of New Jersey, the only licensed Blue Cross and Blue Shield plan in New Jersey, provides health insurance coverage to more than 3.6 million people throughout all of North, Central, and South Jersey. -
Manager, Plan Sponsor ServicesAetna Jun 2004 - Oct 2006Blue Bell, Pa★ Supervised a team of professionals engaged in the management of billing, accounts receivable, eligibility/enrollment, plan set-up, installation, and general account management.★ Successfully collected and applied over $1B in monthly premiums with 99% accuracy; achieved and sustained call center client satisfaction ratings in excess of 97%.★ Maximized profits through the use of extensive financial and value-based analysis; bolstered membership volume while improving existing client retention.★ Established and strengthened relationships with customer stakeholders, brokers, and key personnel across multiple functional areas.★ Hosted cross-functional interdepartmental meetings to boost employee engagement.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT AETNAAetna is one of the nation's leading diversified health care benefits companies, serving an estimated 46.7 million people with information and resources to help them make better decisions about their health care. -
Supervisor, Customer ServiceAetna Apr 1999 - May 2004Greenbelt, Md And Blue Bell, Pa★ Assembled a highly motivated team of up to 60 customer service professionals providing support to clients in the Customer Service, Plan Sponsor Services and Provider Service Center departments.★ Met dynamic levels of call volume through staffing and scheduling, complying with SLA terms; captured a Team Attendance rating of higher than 97% each month.★ Effectively managed individuals and teams to surpass quality performance metrics; maintained the best Team Attrition rate in the service center at 0.09%.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT AETNAAetna is one of the nation's leading diversified health care benefits companies, serving an estimated 46.7 million people with information and resources to help them make better decisions about their health care.
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Group Account RepresentativeAetna Jul 1995 - Mar 1999Greenbelt, Md★ Addressed and resolved escalated member issues and service calls originating from Plan Sponsors and Health Benefit Officers.★ Provided guidance and direction at on-site service meetings, health fairs, and open enrollment sessions, contributing to a 30% gain in enrollment.★ Trained Customer Service Professionals on benefits issues and questions that were likely to be asked based on candidate questions at meetings; boosted the Total Service Factor to above 75%.★ Developed responses to inquiries received from the CEO, state insurance commissioners, attorneys, and the Office of Personnel Management.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT AETNAAetna is one of the nation's leading diversified health care benefits companies, serving an estimated 46.7 million people with information and resources to help them make better decisions about their health care.
Richard Bates Skills
Richard Bates Education Details
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Management -
Leadership Development Program -
Organizational Management
Frequently Asked Questions about Richard Bates
What company does Richard Bates work for?
Richard Bates works for Hesaa, New Jersey Higher Education Student Assistance Authority
What is Richard Bates's role at the current company?
Richard Bates's current role is Director Customer Care Solutions.
What is Richard Bates's email address?
Richard Bates's email address is ra****@****aol.com
What schools did Richard Bates attend?
Richard Bates attended University Of Phoenix, The Johns Hopkins University - Carey Business School, Washington Adventist University.
What skills is Richard Bates known for?
Richard Bates has skills like Leadership, Program Management, Management, Insurance, Employee Benefits, Health Insurance, Cross Functional Team Leadership, Process Improvement, Project Management, Analysis.
Who are Richard Bates's colleagues?
Richard Bates's colleagues are Daisy Ortiz, Venu K., Jamillah Barker, Richard Phillips, Monica F. Brown, Pat Maske, Daniel Lopez.
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