Senior Operations Leader

Vice President of Operations
Led support teams to successfully score 5 STARS in the FLL/TTY STARS measure for all Medicare advantage plans supported. Team attained ~$4M profit from clients. Reviewed, updated, and negotiated contract terms with internal legal team.
• Successfully implemented member engagement initiatives to improve member retention scoring positive completions of calls on 90% of contacts.
• Achieved >95% accuracy rating on CMS audit call surveys. Delivered consistent service level success based on CMS regulations: answering >80% of calls within 30 seconds; <5% abandonment rate; <2-minute hold time average.
• Leveraged proactive quality initiatives to improve member retention on new enrollments by 10%.
• Support functions performed at quality levels surpassing 90% consistently on call audits.

Training & Development
• Created and assisted with script writing for support functions that were approved by CMS to be utilized by client partners and frontline team members.
• Managed licensed sales agent leaders to successfully surpass sales goals during the annual open enrollment period for client partners.
• Partnered with the training department to develop learning paths and tools for leadership members to enhance skills and facilitate growth.
• Created organizational structure and career path for team members to grow from front line team members to leadership roles, boosting morale and improving attrition.

Effectively maintained relationships with current clients, increasing opportunities to provide new services and support. Drove strategic planning, business development, and operations.
• Initiate new business and organization partnerships with new clients.
• Led contract negotiations with legal team and client procurement partners ensuring profitable terms for the business and fair deliverables for the client.
• Approved all new business and renewal business contracts.
• Developed special project teams to provide additional support and services to existing and future clients.
• Collaborated in the development and ongoing enhancements of the Cirrus CRM platform.

Member Services | Broker Support | Member Engagement Team | Prospective Member Team
Successfully implemented training and development structures allowing the business to easily scale according to client’s needs. Led team of up to 100 customer services experts. Sustained all accounts and engaged clients to increase business and opportunities.
• Reorganized call center to effectively satisfy and exceed client expectations through continuous education and established performance metrics.
• Implemented initiatives that directly impacted STARS ratings for our clients. Recognized deficiencies and realigned efforts to maximize production and minimize costs to clients.
• Effectively communicated areas of opportunity to clients through daily reporting and feedback to maximize marketing opportunities.

Process Improvement
• Created stack ranking criteria dashboard for agents based on daily averages for calls and renewal confirmations; included %, educational transfers, quality, and attendance. Required metrics: 100 calls per day; average 9 educational transfers per day; maintain a quality score above 85%.
• Increased return rate from 4% to 9% on email confirmations.
• Assisted in improving automated confirmations from 20% to 55% of daily confirmations.
• Reduced complimentary orders and expedited shipments.
• Increased daily transfer and enrollment output by 30% through dialer adjustments.

Administrative Management
• Managed the production of outsourced functions of the company in Manila, Philippines. Conducted weekly conference calls with the leadership team in Manila to discuss success and areas of opportunity.
• Leveraged outsourced (Manila) team to confirm more patients.
• Launched Patient Retention Team to help recover patients that requested to cancel services and recovered 20% of canceled patients on a weekly basis.
• Implemented monthly recognition programs to boost morale and productivity.
• Tracked new marketing campaigns to help identify successful lead companies

Managed the production of >100 agents domestic and abroad. Monitored and communicated process improvements to increase efficiency.
• Led the development and training of the acquisition, IRC, and validation departments. Provided teams with up-to-date training documents with key areas of improvement to be more successful.
• Identified overstaffed groups based on upcoming workload.
• Presented dial method changes to improve connection rates.