Tracye Mcclinton Email & Phone Number

Federal Employee Program (FEP), Claims 2008-PresentLeads a team of employees, including front-line supervisors in claims processing.Responsible for personnel administration: employee selection, training, developing, and motivating.Manages an annual budget: salaries, office supplies, capital acquisitions and other administrative expenses.Analyzes claims unit performance through the development of specialized reporting to ensure performance goals are achieved at the corporate and national levels.Identifies opportunities for individual contributors and unit-level performance enhancement. Designs strategic plans to include measurable action items for performance improvement and sustainability.Implements action plans to support strategic initiatives for achieving performance goals.Coordinates the support of FEP Operations across various disciplines within the organization.Oversees the operational aspects of the connectivity between the organization's local (Facets) processing systems and FEP's system including issue resolution and testing activities for periodic releases. Actively participates on various projects addressing opportunities for departmental, divisional and/or corporate growth, performance improvement, and operational efficiency. Project participation includes: Team Formation (Project Charter), Vendor Selection, Discovery, Requirements (Business and Technical) Gathering, Design, Testing (SIT and UAT) and Post-Implementation activities. Primary contact for the FEP Director's Office and the Office of Personnel Management managing BCBSLA's role as an administrator of the Service Benefit Plan. Medicare Part D, Customer Service 2007-2008 Served as a primary contact for BCBSLA's Medicare Part D and Medicare Supplement products.Responsible for CMS compliant product administration in a call center environment including the development and maintenance of policies and procedures that effectively support departmental operations.

Supervised a team of customer service representatives in resolving external customer inquiries involving health insurance benefits and claims. Responsible for personnel administration including employee selection, training, development, and motivation. Administered an annual cost center budget. Monitored call center performance ensuring corporate and association-level standards are met. Identified opportunities for individual and unit performance enhancement.

Managed the Corporate Training Program for the Customer Service Division. Developed Customer Service curriculum and supporting materials for customer service training classes (manuals, workbooks, activities). Facilitated developmental courses for new associates, existing representatives, and call center management. Coordinated Corporate Events (Employee Appreciation activities, benefit fairs) Communicated information on corporate policy, procedure, and employee benefits to Customer Service Division.

Managed and developed a team of Customer Service Representatives. Analyzed and standardized procedures to improve team efficiency. Delegated duties and monitored workflow for accuracy and conformity to corporate policy and procedure. Prepared individual and composite performance reports for review by senior management. Issued adjustments to customer account activity when errors in transaction processing or billing occur. $15,000 lending authority.

Motivated sales associates to reach individual and departmental sales goals. Developed relationships with vendors of high-end women's apparel. Planned Special Events and built core clientele.

Masters, Business Administration

Bs, Accounting

Activities and Societies: Alpha Kappa Alpha Sorority Incorporated Student Voters' Registration Volunteer Thurgood Marshall Scholar Honor.

Master, Business Administration

B.S, Accounting