Robert Parfitt Email & Phone Number

Mechanicsburg, Pa

Accountable for leading a team of 25 non-exempt Credentialing Specialists in the end to end delivery of Enrollment Application Processing for Medicare providers. This includes managing inventory and workflow to ensure timely processing of applications, implementation of CMS (Centers for Medicare and Medicaid Services) activities and quality control activities. Consistently met or exceeded government established compliance metrics.  Optimized team performance through established goals and objectives.  Proactively assessed individual and team performance through data. Reviewed trends on a monthly basis to improve underperformance and optimize business impact.

Harisburg, Pa

Oversight and day to day management of a team of 15 non-exempt Enrollment & Billing representatives responsible for the enrollment and billing operations for the TRICARE Dental Program (TDP).  Developed efficiency-enhancing workflow/process improvements due to increased accountabilities associated with staff reductions. Implemented cross-training initiatives resulting in overall efficiencies and cost savings due to reduction in headcount.  Consistently met or exceeded production/quality metrics.  Reduced overhead by approximately $250,000 through various enhancements including process automation and report elimination over a 3 year period.

Camp Hill, Pa

Responsible for identifying/analyzing problems and documenting business requirements for system modifications specific to the Federal Employee Program (FEP) contract. Served as a contact to Claims/Customer Service area (customer) and System programming area.  Served as a liaison and subject matter expert for multiple teams in customer production issue resolution. Documented business requirements for system changes specific to FEP. Created and processed test cases to ensure successful project implementation. Significant interaction with various levels of senior management – FEP Claims/Customer Service Operations, FEP Director’s Office and FEP Operations Center in Washington, DC.  Responsible for seamless implementation of new FEP Claims System.

Camp Hill, Pa

Responsible for leading a team of 50+ non-exempt employees in the Federal Employee Program (FEP) Claims and Customer Service department.  Met or exceeded all FEP contractual goals for Claims and Customer Service. This included claims and inquiry timeliness and accuracy. Implemented manual processes and system enhancements to increase efficiencies within the department. Coached staff to meet or exceed established production/quality metrics. Handled hiring of staff to ensure optimal staffing levels.