In this role, I lead a team supporting innovation in and driving strategy for plan of care tools and processes, specialty role development, ED utilization education and reduction, and healthy equity including screening for social drivers of health and demographics gather process.

I work with several commercial value based program model of care and innovation initiatives that directly impact our patient journey including: quality and safety, non-clinical process and advance care planning. I have developed a passion for building new processes and tools for operations through this experience and can see a project through from inception to final design and go live.

As an Operations Manager within our DaVita Integrated Kidney Care Operation, I lead several special projects within our Integrated Care operations as well as for DaVita's Patient Education team. This work related to technology advances that support our operation's teams as well as process reviews for specific roles within the operation. My Patient Education project work relates to building and enhancing community support and education programs for Chronic Kidney Disease patients to support broader education and improved experiences for patients transitioning to dialysis.

Lead a successful team that worked in unison to provide the highest standard of customer service and quality work production. Had a consistently positive impact on the customer experience. Supported my team’s efforts by providing timely and meaningful feedback to employees, satisfying their need for knowledge, and nurturing their development. Developed a deep understanding of the application and use of data to realize results.

Managed real time and future scheduling for a call center made up of 200 employees. Utilized call reporting to analyze daily/weekly/monthly results and communicate real time and future plans to segment management. Built daily schedules based on service level objectives and shift schedules based on phone and task demands. Developed and presented training (both virtual and in person) for new employees on scheduling processes and adherence goals. Developed strong abilities to build and manage virtual relationships and leverage relationships to achieve results. Participated in high level planning conversations with leadership to ensure segment success.

Processed Auto Claims in a high volume, fast paced environment. Produced high quality work while determining liability, negotiating with other insurance carriers, and explaining auto damage estimates to customers. Maintained and applied Pennsylvania Auto Appraiser License. Provided simple to understand explanations of policy application to customers. Consistently exceeded production and quality standards.

Managed 10-15 claim service assistants and claim processors in a fast paced phone and claims environment. Set expectations, discussed results, and developed employees to produce at a high quality level within a call center environment while maintaining high customer service standards. Analyzed staffing needs and conducted interview, hiring and on-boarding processes for new employees.

Developmental opportunity to manage 10-15 estimatics coordinators in a call center environment. Fine tuned leadership and coaching skills. Participated in hiring and selection process.

Managed a claims inventory of first party medical payment claims. Processed and analyzed medical billing and evaluated injuries based on details of a loss. Discussed medical billing with customers, providers and other insurance carriers. Gained knowledge of medical billing coding and its application in motor vehicle injury billing. Knowledge of ICD-9 and CPT billing and coding.