Tara Roberts Email and Phone Number

-Reduced system-wide volume of medical record requests by 10%.-Collaborate with internal and external partners to ensure all plans meet Association’s performance standards.-Lead all operational reviews and worked with key Plan staff to examine and resolve work-flow issues, share best practices, and understand inter-plan policies.-Present strategies to maximize inter-plan performance and strengthen plan, soliciting feedback from key executive staff.-Lead multiple workgroups and inter-plan initiatives to improve system-wide claims accuracy and timeliness.-Developed multiple plan processing resources, including reference guides and toolkits.-Develop and write briefs on proposed policy changes and formal communications to all Blue plans regarding performance expectations and policy clarifications.-Documented and published inter-plan quality program.

-Maximized unit’s response performance, reaching 95% resolution rate of all inquiries in seven days and 100% in 30 days or less.-Reached average speed of answering in 45 seconds or less and maintained abandoned rate below 5%.-Simplified provider inquiry process and maximized staff functions, decreasing processing times.-Supervised, coordinated, and directed staff, ensuring prompt, courteous and accurate customer responses.-Ensured efficient and qualitative operations through effective planning, leading, directing, and coordinating.-Selected, trained, developed, and reviewed support staff.-Communicated with all levels of internal/external personnel, developing and maintaining effective rapport and resolving issues and inquiries.-Recommended and implemented new or improved systems, enhancing and expediting work.

-Maximized unit’s performance, ensuring claim and non-adjustment cycle times were five days or less.-Supervised, coordinated, and directed staff, ensuring prompt, courteous and accurate responses by customers.-Ensured efficient and effective operations through careful planning, leading, directing, and coordinating.-Initiated corrective measures to resolve problems, including scheduling and adjusting overtime requirements by prioritizing and assigning work to employees.-Hired, trained, developed, and evaluated support staff.-Communicated with all levels of internal/external personnel, developing and maintaining effective rapport and resolving issues and inquiries.-Recommended and implemented new or improved systems, increasing unit productivity.

-Helped develop procedures/controls, providing recommendations for ongoing improvement of updated process.-Trained and mentored internal/external personnel.-Developed and maintained effective client working relationships.

-Supervised and promoted professional development of assigned staff through selection, development, and exploration of more effective methods of managing projects and time.-Researched, initiated, and planned strategic changes in assigned areas, optimizing technologies and personnel.-Recommended and assisted in acquiring technology and other tools and resources to maximize departmental performance and output.-Initiated corrective measures to resolve problems, including scheduling and adjusting overtime requirements by prioritizing and assigning work to employees.

-Recovered $2.5M in overpayments in 2002, $4.2M in 2003, and $6.2M in 2004.-Supervised, coordinated, and directed staff, ensuring prompt, courteous and accurate customer responses.-Ensured efficient and qualitative operations through effective planning, leading, directing, and coordinating.-Initiated corrective measures to resolve problems, including scheduling and adjusting overtime requirements by prioritizing and assigning work to employees.-Communicated with all levels of internal/external personnel, developing and maintaining effective rapport and resolving issues and inquiries.-Recommended and implemented new or improved systems, enhancing and expediting work.

-Assisted in developing conference materials and brochures.-Researched and wrote articles for association member bulletins and web sites.-Wrote press releases.-Assisted in conference planning and association management.

-Developed concept papers, proposals, and related writing projects with other learning offices.-Assisted in preparing foundation reports.-Provided grant updates to Board of Trustees.-Researched and communicated with potential fund sources.

-Assisted displaced workers to budget allowances for education, dependent care, and starting a small business.-Reviewed and approved new business plans and payment requests.-Reported financial data to appropriate clients.-Explained policy and procedures to clients.