• Responsible for the operational oversight of the Provider Experience of the Medicaid and DSNP/FIDE Programs, which includes 268,157 members and over 40,000 providers.• Responsible for the operational oversight of Provider training and education, which includes a monthly average of 96 site visits.• Responsible for the development of provider trends, which includes a monthly average of 284 provider inquiries with 21 different categories.• Responsible for the operational oversight of… Show more • Responsible for the operational oversight of the Provider Experience of the Medicaid and DSNP/FIDE Programs, which includes 268,157 members and over 40,000 providers.• Responsible for the operational oversight of Provider training and education, which includes a monthly average of 96 site visits.• Responsible for the development of provider trends, which includes a monthly average of 284 provider inquiries with 21 different categories.• Responsible for the operational oversight of Provider communications, which include newsletters, notifications, website content, manuals, and emails.• Responsible for the creation and maintenance of Provider Experience policies and procedures, which includes annual review and update.• Worked collaboratively with the Quality department to add Health Equity requirements to the member ID cards.• Developed production metrics for staff that could accurately capture workloads. Show less

• Responsible for the operational outcomes of the Medicare Gold, Platinum, and DSNP Contact Center, which includes a monthly average of 4,752 members• Responsible for the operational outcomes of the Medicaid Transportation Scheduling Contact Center, which includes a monthly average of 260,711 members• Responsible for the operational outcomes of the Provider Services Contact Center, which includes over 20,000 credentialed providers• Proposed and implemented cost saving strategies… Show more • Responsible for the operational outcomes of the Medicare Gold, Platinum, and DSNP Contact Center, which includes a monthly average of 4,752 members• Responsible for the operational outcomes of the Medicaid Transportation Scheduling Contact Center, which includes a monthly average of 260,711 members• Responsible for the operational outcomes of the Provider Services Contact Center, which includes over 20,000 credentialed providers• Proposed and implemented cost saving strategies with annual savings of $213,200 around staffing and schduleing changes for the Transportation Scheduling team• Implemented Lean Six Sigma principles into processes to reduce our average talk time by 35 seconds resulting in a 3.4% reduction in abandoned calls and an additional 24.7% reduction in staffing• Utilized Queuing Theory to develop strategies to optimize staffing levels for scheduling at key times, which also helped reduce the staffing by 24.7%.• Worked collaboratively with other departments such as Network Development, Claims, and Medical Management to ensure positive outcomes for our members and providers by analyzing the contact types and reasons by our contact centers to reduce first call resolution percentages by 3.2%.• Worked closely with the Quality and Compliance teams to ensure successful CAHPS Survey results as well as NCQA scores Show less

• Responsible for the operational outcomes of the Richmond Contact Center for Medicaid and Medicare Member Services. This includes staff performance, training, as well as system oversight • Hired the initial team of individuals comprising of 10 people with diverse backgrounds to begin the call taking operations for the Contact Center• Developed policies and procedure to meet the needs of our members and providers to ensure compliance and operational effectiveness• Worked with a team… Show more • Responsible for the operational outcomes of the Richmond Contact Center for Medicaid and Medicare Member Services. This includes staff performance, training, as well as system oversight • Hired the initial team of individuals comprising of 10 people with diverse backgrounds to begin the call taking operations for the Contact Center• Developed policies and procedure to meet the needs of our members and providers to ensure compliance and operational effectiveness• Worked with a team of individuals who achieved growth of $1.22 billion from $180 million by successfully winning two RFPs across the commonwealth of Virginia.• Maintained all required Contact Center metrics while the plan membership nearly doubled. Show less

• Manager Member Services Medicaid Responsible for the operational outcomes of the Richmond Call Center and how it applies to the overall outcome of Member Operations for Virginia Medicaid. This includes staff performance, training, as well as system oversight.• Manager Human Resources Program Operations Program Operations in the Human Resource department. Including the following programs; recruitment, benefits, HRIS, performance, productivity, and labor relations.

• Responsible for the Human Resource function of the organization (two offices in Virginia and West Virginia) to include the following programs; recruitment, training, benefits, HRIS, performance, productivity, and labor relations• Worked with leaders to develop labor management programs to improve efficiencies throughout the organization.• Developed protocols to follow which allowed our employees to work along side local and state police agencies and the Federal Bureau of Investigation

• Responsible for the Human Resource function of the Central Atlantic Division Surgery Centers and Imaging Centers. Including the following programs; recruitment, benefits, performance, productivity, and labor relations.• Responsible for the Human Resources Management, Education, and Customer Service functions of the West Florida Division Supply Chain (15 Hospitals). Including the following programs; recruitment, training, workers’ compensation, employee safety, benefits, HRIS, performance,… Show more • Responsible for the Human Resource function of the Central Atlantic Division Surgery Centers and Imaging Centers. Including the following programs; recruitment, benefits, performance, productivity, and labor relations.• Responsible for the Human Resources Management, Education, and Customer Service functions of the West Florida Division Supply Chain (15 Hospitals). Including the following programs; recruitment, training, workers’ compensation, employee safety, benefits, HRIS, performance, productivity, and labor relations• Responsible for the Human Resources Management of HCA Labs in the East Florida Division comprised of 12 hospitals and several lab draw sites. Including the following programs; recruitment, training, workers’ compensation, employee safety, benefits, HRIS, performance, productivity, and labor relations.• Responsible for Human Resources, Staff Development, Workers’ Compensation and Employee Health for Henrico Doctors’ Hospitals (Two hospitals). Including the following programs; recruitment, training, workers’ compensation, employee safety, employee health, benefits, HRIS, performance, productivity, and labor relations• Operations of Human Resources at Blake Medical Center (383 beds). Including the following programs; recruitment, training, workers’ compensation, employee safety, benefits, HRIS, performance, productivity, and labor relations. Show less