Teri Moore Email & Phone Number

*Promoted to drive customer/account health across Military OneSource and lead execution of new business growth plan for federal services and military programs with a focus on customer retention and contract expansion.*Elevate the performance of 290 call center associates and Behavioral Health Consultants, using business analytics and client performance data to exceed service levels and KPIs.*Create custom reporting structures and workforce planning to address gaps in customer needs, enhance customer experience, and help customers maximize contract value.

Provide network-based managed-care health benefit plans. My role is to oversee the delivery of clinically and morally sound utilization management and clinical programs for Behavioral Health. My responsibilities include:• Lead clinical leadership, strategy, and operational performance of all clinical specialty services.• Execute on performance outcomes in product development, quality, accreditation, and financial performance.• Develop strategies to optimize service performance expectations, work processes, and efficiencies.

Frisco, Texas, Us

As a trusted and reliable behavioral health provider, Magellan has contracted with the Department of Defense in service of our nation’s heroes. Through the Military & Family Life Counseling (MFLC) program, dedicated counselors provide much-needed outreach through short-term, situational, problem-solving, non-medical, “walk-around” life counseling services to active duty military members serving in all branches of the military, as well as the National Guard and Reserves, and their family members throughout domestic and internal military installations. Magellan also administers the Child and Youth Behavioral Counseling Program, an extension of MFLC specifically for young family members. As the Senior Director of Field Operations, I oversee all program-wide personnel consisting of 1,360 Counseling staff, 48 Regional Supervisors, and four Directors to administer the delivery of MFLC and CYB services across domestic and international military installations. As part of my primary job responsibilities, I:• Set the tone for field operations, ensuring all contract obligations, quality management plans, protocols, and services are carried out per DOD and Magellan policies and procedures. • Continuously monitor and track personnel productivity, service delivery, and project implementation, leveraging data analytics and best practices to optimize key results.• Demonstrate ingenuity and adaptability through change leadership, designing continuous improvements to enhance field operations and ensure seamless integration of new initiatives

Frisco, Texas, Us

Military & Family Life Counseling Program - Serving our nation’s heroesMagellan has a contract with the Department of Defense to deliver the Military & Family Life Counseling (MFLC) program for portions inside and outside of the continental U.S. The MFLC program provides short-term, situational, problem-solving, non-medical, “walk-around” life counseling services to active duty military members serving in all branches of the military, as well as the National Guard and Reserves, and their family members. Magellan also administers the Child and Youth Behavioral Counseling Program, an extension of MFLC specifically for young family members.Director of the Western United States Team.Provide leadership and direction for ten supervisors who supervise 300 MFLC s within the Western Region.Oversees and directs the delivery of high-quality MFLC and CYB counseling services and ensures that quality management plans & protocols are implemented.,• Maintain compliance with government contract requirements.• Accomplishes staff results by: communicating job expectations; planning, monitoring, and appraising job results; developing, coordinating, and enforcing systems, policies, procedures and productivity standards.• Demonstrates: teamwork, collaboration, continuous improvement, analysis and assessment and resilience.• Ability to analyze and interpret complex data including knowledge of computer systems and applications.

Boston, Massachusetts, Us

• Reported directly to the CEO in administering the daily operations of the Network Department, guiding the creation and growth of new accounts for managed behavioral health services.• Facilitated cohesive working partnerships with current providers, internal stakeholders, strategic business partners, external vendors, and existing/potential customers to enhance service delivery.• Played an integral role in decision making, participating in the Network Management, Regulatory, Quality Improvement, and Senior Management Committees.

Woodland Hills, California, Us

• Assumed marketing and client management accountability of the company’s client solutions portfolio for work/life balance, wellness, employee productivity, and organizational efficiency. • Directed a cross-functional team of 24 employees with oversight for $70M in annual revenues.• Overcame a declining market and industry-wide revenue decreases to maintain 95%+ retention.

Woodland Hills, California, Us

• Led a 24-member multi-level account management team, establishing and driving ambitious performance, revenue, and growth goals through specialized training, coaching and mentoring. • Recognized by senior leadership with a selection to Health Net’s exclusive 2007 Executive Roundtable and designation as “Top Director” of Account Management.• Monitored internal support networks and engaged accounts via phone and in-person interactions, employing new client service initiatives to boost overall customer satisfaction from 89% to 96%. • Maintained a high renewal rate and expedited time to process service orders by 15%. • Designed and introduced a comprehensive selling strategy complemented by an extensive internal sales training program to bolster the upsell rate by 4% of the total revenue target.

Woodland Hills, California, Us

.• Drove the establishment, growth, and retention of key nationwide accounts, increasing sales from $8 million to $9 million in one year.• Enhanced service delivery and customer engagement to improve overall client satisfaction and account performance, increasing the account renewal rate from 88% to 97%.

Eden Prairie , Mn, Us

• Maximized revenues & performance of $4 million book of business• Increased revenues $500,000• Client leadership to discuss programs, utilization and client satisfaction

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Early career history included highly visible senior-level account management, business development, and call center operations roles at Pacificare Behavioral Health, Kaiser Permanente, and Value Behavioral Health. A highlight of career wins includes:• Directly managing the development, growth, and retention of up to 40 mid to large accounts across multiple state locations, consistently achieving 100% retention. • Elevating customer service levels to the top 2%, achieving 98%+ across multiple business verticals.• Decreasing call abandonment an avg. of 90% and improving call wait times to 30 seconds.• Growing the book of business an average of $3M and retaining 99% of assigned accounts. • Supervising specialized account management and licensed behavioral health specialist teams up to 35 staff, notably lowering staff attrition to nearly zero and excess absence by 25%.

Master Of Psychology, Psychology

Bachelor Of Arts | Secondary Teaching Credential