Vanette Hill Email & Phone Number

Detroit, MI, US

• Manage a system maintenance team overseeing the daily performance of claims processing applications; respond to provider data issues to guarantee data accuracy and integrity.
• Leverage cross-functional relationships to solve claims issues; implement policies and procedures to improve efficiency, reduce costs, and mitigate downstream impacts due to changes.
• Collaborated with developers to build a tool to manage annual inventory, establish analyst queues, and track request status to meet service level agreements (SLA).
• Implemented a quality management program and governance documents to achieve high quality ratings by assessing risk and creating controls that mitigate data errors.
• Head a team of cross-divisional stakeholders to facilitate communication, collaboration, and transparency on projects and change management initiatives.
• Retained a customer account by developing a custom product solution to meet customer needs, which the business was able to transform into a new, revenue-generating product line.

• Founded BCBSM's largest internal mentoring program that has served 500+ participants; established program framework and governance.
• Improve employee engagement and retention by fostering better organizational relationships and development opportunities.

• Spearheaded multi-million-dollar projects to build consumer-driven healthcare products leading a project team in developing cost-share tools.
• Led project plan development, resource forecasting, and cost management; managed project schedules and team performance to meet project milestones and company objectives.
• Developed reports and presentations documenting key performance indicators (KPI) and metrics to evaluate and present project performance to internal executive leadership.
• Drove efficiency and process improvement by leveraging key internal relationships.

• Facilitated the NASCO system customer service training and new leader training covering national and auto benefits, NASCO mainframe, BlueCard, NCSW, membership, eligibility, provider eligibility, soft skills, claims.
• Supported the rollout of the corporate HIPAA training initiative for operational departments by developing and executing a global training program.
• Reduced training time by conducting a curriculum review, condensing modules, and developing new training materials and job aids to improve training effectiveness.
• Drove change management initiatives for corporate projects by creating training, lunch and learns, and job aids to support end-users and ensure business readiness.
• Coached and mentored new trainers providing guidance on training class preparation, organization, and facilitation; conducted performance observations and evaluations.

• Supervised a team represented by a collective bargaining agreement with the United Auto Workers (UAW); built strong collaborative relationships with UAW representatives.
• Improved the customer service team’s efficiency by creating job aids and training on the system, soft skills, and call de-escalation tactics, leading to productivity gains and decreased call times.
• Enhanced performance by monitoring call quality monthly to identify improvement opportunities and establish feedback loops; provide coaching and implement corrective actions.
• Conducted resource forecasting monthly, leveraging historical staffing and call data to develop and update schedules.
• Routed systems issues to the appropriate team for resolution while tracking metrics for inquiries and escalations to ensure SLA achievement; generated monthly performance reports.

• Developed the customer service training curriculum; trained new hires on the NASCO claims processing system.
• Created job aids and training aids and activities to reinforce learning; performed trainee assessments.

Michigan, United States

• Resolved customer complaints and provided exceptional support in a high-volume call center.
• Conducted detailed analysis to identify and address the root causes of customer issues.
• Escalated complex problems as needed to ensure timely and satisfactory resolutions.
• Demonstrated strong problem-solving skills and a commitment to customer satisfaction.

Master Of Science - Ms, Human Resources

Bachelor Of Science - Bs, Business Administration