Performance management of Member Experience Specialists and ensuring team members are completing daily responsibilities. Assists in strategic planning, function-specific data-driven goals/KPIs, and execution across the organization to drive efficient growth.Responsible for schedule planning, ensuring the schedule meets the team’s needs and leading to optimal performance and support of our members.Assisted in developing relevant processes to drive company objectives, both short and long-termCoaching team members to meet their goals and completing call auditsManaging the hiring process, including resume reviews and interviews. Created onboarding materials, schedules, and training for new hires.

Created and established Mental Health navigator role, first hire, and helped define daily responsibilities. Managed patients’ requests for operational support on claims, billing, referrals, and troubleshooting through the patient-facing app, email, and phone. Continuously expands knowledge and understanding of health plan services and benefits, provider network, and community resources.Assisted in developing process workflows for providers to follow with Mental Health referrals. Participated in the hiring process, including resume reviews and interviews for mental health clinicians.Created onboarding materials, schedules, and training for Mental Health Clinicians.

Updated quarterly data to work to reduce readmission rates to hospitals from SNFsDeveloped new tracking documentation for discharge dispositions from all NYU campuses.Organized and facilitated meetings, conferences, and other special eventsManaged and assisted in the development and execution of goals and objectives for the Worker’s Comp program.