Operations

• Oversee and lead Call Center, Claims and Quality Assurance operational departments and functions.
• Direct and lead an engaged workforce including customer experience, workforce planning, training and performance management.
• Provide coaching and mentorship to staff to foster talent and grow the organization.
• Collaborate cross functionally with Sales, Account Management, Marketing, Product Management, Underwriting, Strategy, PMO, Continuous Improvement, IT, Compliance, HR/Training, and other teams to achieve goals.
• Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
• Skillfully develop and manage relationships with external clients and partners.
• Drive excellence in key service performance metrics, including ASA, abandonment rates, quality service scores, first call resolution, sales conversion and call center satisfaction.
• Support strategic initiatives of the business as well as the larger corporate quality assurance, internal and external audit and compliance obligations.

VP, Operations

Senior Healthcare Analyst – ACO, Primary Care Operations

Vice President, Commercial Operations

Manager, Operations Implementation, Health Plan

Senior Manager, Infrastructure Operations

Senior Director, Facilities Operations