• Direct and supervise employees engaged in center operations.• Plan and prepare work schedules and assigns employees to specific duties.• Hire, train, and evaluate center operations' employees in consultation with Human Resources. • Assisted Center Medical Director with the hiring, developing, disciplining and terminating of back office personnel.• Assist in developing and maintaining new policies, procedures and training programs for the Center.• Prepared and review operational reports and schedules to ensure accuracy and efficiency.• Formulated annual budget and reviews financials with Center Leadership Team monthly.• Recommend cost saving methods to while improving efficiency of center.• Assisted sales and marketing efforts by conducting various events such as on-site tours and training center personnel to present clinic services to clients to ensure achievement or overachievement of established goals.• Provided technical support and/or resources to client and center personnel as needed (i.e., ADA, DOT regulations).• Managed on-site nursing services provided by Center to client companies, including billing counseling, and supervision of on-site personnel.• Supported leadership team to identify problems with service to clients. • Ensured all certifications are current.• Supervised testing by medical staff to ensure proper performance.• Participated in work of subordinates to facilitate productivity and customer service or overcome difficult aspects of work. • Performed other duties as assigned.

• Perform all management responsibilities for Member Services Pharmacy Technicians and Coordinator Support Staff, including coaching, developing, evaluating, and monitoring ongoing performance• Participated in cross-functional teams focused on organization wide initiatives such as workforce management, shipping & fulfillment optimization and telemedicine pharmacist consultations• Managed personnel, including hiring, determining workload, delegating assignments, and initiating corrective or disciplinary actions, including terminations, if necessary• Motivated team on a daily basis by monitoring and reviewing daily performance metrics and providing guidance and support to reach high productivity and quality service expectations• Identified opportunities for continuous process improvement within the cycle of Member Services by analyzing, data, interprets results, drawing conclusions, reporting findings and providing solutions and recommendations• Handled daily work challenges with confidence by demonstrating the ability and willingness to adjust to multiple demands, shifting priorities, ambiguity, rapid change and extended hours• Assisted with email inquiries and projects, as well as other appropriate email distributions, and follow up with open issues during the course of the day• Assisted and support documentation and processing of appeals and grievances• Supported and complete various URAC, NCQA, CMS and internal Catamaran Rx audits• Established and maintain effective work relationships within the department and the company• Delivered presentations, training, and instructions to staff, management, and clients• Created innovative and effective incentive programs for the team to drive performance

• Managed all center employees: planed work schedules, delegated work assignments, hired, trained and managed all aspects of performance• Increased patient satisfaction scores which resulted in national recognition and performance bonuses for staff for the first time• Reduced operation costs by implementing several process changes that improved the efficiency of the center without compromising quality care• Acted as interim Therapy Director until the vacant position was filled• Built strong and trusting relationships with center Providers by supporting and coaching them towards achieving gains on quarterly scorecards • Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency• Managed and developed annual budget and reviewed financials with leadership team monthly• Implemented a monthly leadership team meeting among area Center Operations Directors that resulted in increased collaboration, solving difficult operational issues and sharing of best practices • Successfully prepared center to pass state, DIR and corporate quality audits and prepared other area centers for future audits• Supported sales and marketing efforts by training center personnel to present clinic services to clients during site visits • Proactively identify potential problems with service to clients and developed and implemented action plans to resolve issues • Ensured all center licenses, credentials and certifications were current• Supervised testing by medical staff to ensure proper performance

• Managed Prescription Benefit/MMC customer service department• Provide Real Time coaching to ensure Patient/Customer satisfaction • Managed Senior Associate escalation and subject matter expert teams. • Supported Emerging market and new Client Account due diligence • Worked cross-functionally with overseas partners to develop onboarding implementation training and operational guidelines • Proficient in Behavioral Interviewing, ADA and EEO regulations• Employee Relations and Progress discipline • Succession Planning • Managed 20 to 80 employee directly or indirectly in daily operations • Developed staff to effectively provide service recovery during escalated patient service complaints• Continues review of real time call volume via E-work Force Management• Managed and collaborated with multi-site workforce planning to adjust staffing on hourly, daily and month intervals.• Trend and reported changes in patient customer needs to forecasted staffing, hiring and Call Center budgets consistently with Senior Leadership • Support and managed (Employee Rewards and recognition Programs) • Process Improvement and efficient behavior analytics• Any special projects assigned by Director and Senior Executive Team

• Supervised the daily operations of three Call Centers, local and international, employing a total of 125 representatives• Maintained a great relationship with the Better Business Bureau and the Consumer Protection Agency by successfully managing complex customer satisfaction issues• Provided daily directives and support to a staff of seven Managers and Supervisors• Developed and implemented service standards for all online campaigns• Completed work performance, payroll, and bonus reviews• Worked directly with all company merchant accounts

• Supported and supervised a New Hire Training Program consisting of 25 to 40 individuals in 6 week cycles• Completed work performance, payroll, and bonus reviews• Interviewed and hired all candidates• Supported the Medco training team in creating e-Learning modules• Manager the development of all Training Coordinators and Training Assistants • Participated in Curriculum development and process improvement for all client specific trainings and core training