Susan O'Keefe Email & Phone Number

San Francisco, CA, US

San Francisco Bay Area

• At the San Francisco Health Plan I am responsible for overseeing the Enrollment Services staff and operations of the Service Center. I manage a high performing team of Enrollment professionals, operations and.
• I oversee Service Center Operations responsible for ensuring that over 5,000 low and moderate income San Franciscans gain accurate information and access to health care coverage programs at the San Francisco Health.
• I am responsible for the strategic planning of the Enrollment Services Unit including outreach activities and engagement to promote our Enrollment Services out in the community.
• I am accountable for the overall quality and responsiveness of the services provided at the SFHP Service Center and performance of the Enrollment Services team and assure that excellent customer service is delivered to.
• I actively promote continuous improvement practices and effectively use data and metrics to inform decision making and service levels.

San Francisco Bay Area

• At the San Francisco Health Plan I am responsible for overseeing the staff and day to day operations of the Service Center. I manage a high performing team of 12 Enrollment professionals, operations and supervisory.
• I oversee Service Center Operations responsible for ensuring that over 5,000 low and moderate income San Franciscans gain accurate information and access to health care coverage programs at the San Francisco Health.
• I am accountable for the overall quality and responsiveness of the services provided at the SFHP Service Center and performance of the Enrollment Services team and assure that excellent customer service is delivered to.
• I actively promote continuous improvement practices and effectively use data and metrics to inform decision making and service levels.

44 Second Street San Francisco

• Responsible for office operations and management of Account Manager Teams, directly developing and managing 4 department managers in the Commercial, Personal and Benefits Insurance Departments, and Office Management.
• Managed the relationship with, and directed the work of IT consultants.
• During tenure, revenue increased seven-fold and we consistently made the top 25 list of brokers in the Bay Area in the SF Business Times. Directly managed recruiting, hiring, onboarding and performance standards within.
• Oversaw users on Applied Systems software and other programs, serving as systems administrator to ensure proper security access, and to develop and manage optimal workflows. Also served as systems administrator on.
• Led projects to convert software to Applied Systems EPIC product and BenefitPoint.
• Identified staffing and workflow inefficiencies that could be resolved by outsourcing; spearheaded the relationship and development of workflows with outsourcing vendor Patra India, resulting in 25% higher efficiency.

Ba, Business/Managerial Economics And Art History

Certificate, Professional Certificate In Human Resources Management