Roger Cheek Email & Phone Number

Franklin, Tn, Us

Franklin, Tn

As the senior executive responsible for our Post-Acute Care and Consumer Engagement , Roger oversees client services, contact centers, nursing, physicians, claims processing, consumer engagement, notifications unit, implementations, workforce management, vendor operations and project management training at multiple locations. Roger is responsible for the all customer service and contact center technology for his product lines of business. Success is measured by the organization’s ability to provide high quality medical cost benefit management services while meeting client & patient service standards and driving productivity. His diverse background in contact center operations, clinical and non-clinical operations, technology, sales and loyalty marketing, is instrumental in driving service quality and operational excellence at eviCore healthcare.

Irving, Texas

The Vice President, Member Services is responsible for leading Prime’s overall Contact Center service support strategy and ensuring that industry leading customer service is delivered consistently and efficiently. Responsible for oversight & strategic planning of the pharmacy services contact centers. Success is measured by the organization’s ability to provide high quality service while meeting service level standards and driving productivity. Actively contribute to the overall company strategies as well as the daily business decisions. Is considered a key management position. It is expected that as a senior member of themanagement team, the VP Member Services can be relied on for candid input into the executive team’s decision-making process and corporate direction-setting, offering insight from the perspective of best practices in the Contact Center disciplines, as well asfrom a general business perspective.

Vice President Patient & Client Services, Eastern RegionProfitably direct vast region of Express Scripts PBM and CuraScript Specialty Pharmacy Patient Care Contact Centers and Specialty Client Services Teams located in Orlando & Lake Mary Florida, Bloomington Minnesota, Farmington Hills Michigan, Harrisburg, Pennsylvania, and St. Marys, Georgia.• Consistently meet service, sales, and performance levels of Eastern Region teams while efficiently managing $50M operating budget. Cost-effectively managed 7 East region contact centers $1.6M under $50M budget, and achieved “Stretch” performance in 2007.• Successfully negotiated contracts and established Key Performance Indicators (KPIs) within operational framework of contract while achieving and exceeding critical contact center metrics including but not limited to, Sales close rates, ASA; Abandon Rat; Average Handle Time; First Call Resolution; and call quality.• Proactively direct and manage more than 1,150 indirect employees and 5 director level direct reports.

Sr. Director – Eastern Division Patient Care Contact Center (2004 – 2006)Perform day-to-day functions of Patient Contact Centers within Eastern division to ensure optimum customer performance levels.Directed four Patient Care Contact Centers within the eastern division enterprise of patient care contact centers located in Philadelphia and Harrisburg Pennsylvania, Troy, New York and St. Marys Georgia, including management of $86M operating budget.• Presented to executive staff at new business finalists’ meetings, and followed up on contract management initiatives and RFP responses.• Selected to, and successfully launched new enterprise site in Georgia within 9-months.• Led the successful build-out of the new state-of-the art 70,000 square foot patient care center in St. Marys Georgia resulting in the project delivery significantly under original budget.• Consulted with patients to address and resolve pharmacy and health care benefits program, and prescription services inquiries. Slashed annual cost-per-call volume of the St. Marys contact center by $2.54 that delivered a net cost reduction of $2.3M in fiscal year 2004.

Director - National Center• Director of Sprint PCS National Customer Service and Sales Center in Orlando, Florida, responsible for approximately 1600 Direct/Indirect employees. • Providing sales and service through multiple lines of business. This includes new activations – English and Spanish, Consumer General, and Loyalty Marketing Group (outbound). • Accountable for meeting and exceeding all core business objectives including, but not limited to service level, accessibility, customer facing time, average handled time, attrition, churn, and all sales close rates and revenue generating objectives. • Successfully managed the Orlando Contact Center in achieving “Center of the Year” title for Sprint PCS Customer Solutions in 2002 & 2003.• Responsible for managing all P&L of the Orlando Customer Care Contact Center with an annual operating budget of $64 million dollars.• Proficient in design and management of predictive blended sales environment ensuring sales objective obtainment.

Ba, Business Administration

Master Of Business Administration (Mba), Business Administration And Management, General