| Candidate Information | | Title | Customer Relationship Manager Problem Solving Business Developme | | Target Location | US-WI-De Pere |
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Click here or scroll down to respond to this candidateSkills Customer Relationship Manager Problem Solving Business DevelopmentAccount and Program Onboarding Project/Team Management Product DevelopmentMedical Account Management Growth/Business strategies Analytic driven changesWorkflow Processes Budget analysis and Forecasting Leadership & DevelopmentEducation & CertificateMedical Assistant Certificate, Lakeshore Technical College - 1997WELCOA Faculty StatusWork ExperienceOptum-Landmark Health May 2023 - PresentCommunity Engagement AdvocatePromoting engagement in a value-based, revenue generating, and hospital avoidance program. Telephonic engagement or working through the community, including physicians offices, hospitals, sub-acute locations, long-term care, and other community partners. While using critical thinking skills to develop outreach strategies including, coordinating meetings and presentations to increase engagement. Collaborate daily with interdisciplinary team including, Medical Directors, physicians, Registered Nurses, Nurse Practitioners, Behavioral Health, Social Workers, and Dietitians. Strategic-thinking, high metric driven role, utilizing reporting, multi-EMR;s, with initiating accounts, medical account management, relationship management, and provider logistic in-person schedule planning. Learning in a fast paced environment while training in small to large groups.Humana March 2018 May 2023Inside Engagement Professional 1, Small Business April 2021 May 2023Contributes to business strategy and ensures enrollment success. Identifying member and Agent education opportunities to drive maximum utilization of available resources and encouraging a self-help approach. Understands own work area professional concepts/standards, regulations, strategies, and operating standards. Makes decisions regarding own work approach/priorities and follows directions within a white space.Exceeded Small Business Engagement Goals for 2022 and 2023o2023 Ohio: +1.5% Desert: +2.1% Mountain: +1.7% Overall Engagement +1.0%o2022 Overall Engagement + 1.1%Subject Matter Expert for BI Tool/Qlik Sense Enterprise; created tabs for department and LeadershipPro-growth-focused cultureProvide data analysis & reports for: Wellness Engagement Incentive, Member Engagement, Activity, Wellness Data Management Tool, Employer Portal, and Go365 SummaryConduct virtual meetings for up to 100+ members; coordinate wellness events such as biometric screenings, challenges, and educational seminars to increase wellness engagement, recruitment and retention of business operations.Participated in the creation of and communicated the Sponsor National Step Challenge to our Brokers and GroupsPresented Virtual Webinars for Go365, Go365 Live, and Champ CampFacilitated WELCOA seminar, The Seven Bench Marks, to Inside Engagement teamGo365 Inbound Calls Representative 2 March 2018 - April 2021Received inbound calls and directly responded to questions, handled issues, and provided guidance to internal and external customers. Educated customers and received documents; resolved inquiries on a one-call resolution, while building lasting relationships.Acted as Escalation Specialist and handled high-touch, urgent callsInbound member calls for Medicare, Medicaid, and CommercialoMet or exceeded Call Quality: 2021 goal 95%; actual 95.5%oVoice of the Customer/ECHO: 2021 goal 68.8%; actual 77.8%Coordinated Impact Planning Team initiatives in 2018-2020Participated on Advocacy Team for Rethink Routine projects; created and facilitated Humana Go365 presentations for the enterprise, including nursesMedicaid Go365 start-up project/testing for inbound calls lineMattersight start-up project/testing: goal 54%; actual 57.3%Managed assigned projects: Biometric Screening Audits, Level 2 Exceptions, Go365 Support Inbox, Escalation Call Outbounds, Engagement Project, Mentor Updating, Device Guides, Go365 Community Collaboration updatesTarget January 2017 - March 2018Visual Merchandise LeaderMaintained brand and continued maintenance throughout the store within deadlines. Created stock processes Monitored sales patterns and trends to increase financial growth. Developed and trained members with product knowledge and product management.Created culture and release parties for new product line to create financial growthDeveloped a company-wide change to the Brand for Loss Prevention concernsManaged day-to-day schedules, goal setting, project management, deadlines, and department cross-trainingCharlotte Russe August 2005 - January 2017Sr. Assistant Manager - Green Bay, WI June 2007 - January 2017Assistant Manager - Bakersfield, CA August 2005 - May 2006Assisted in store openings, with teams, or created a team and developed a plan for openingOperated with a team to create store visuals for key stakeholders to analyze and make finalized plans for floor standards and guidelines; created folding standards for company floor setsWorked in Top 10 stores of the companyTraveled to stores to perform and complete inventoriesRecognized by management for leadership style; led under-performing locations to hire and align stores back to company standards after changes in managementCommunicated best practices to save payroll and money implemented company-wideConducted budget forecasting; processed shipments; maintained a visual brand and educated product knowledge; managed & coordinated projectsTechnical SkillsCRM, MTV, GOSP, BomGuard, Mentor, Multi-Device Platforms, and HADS, Web Emulation, ARC/Sales Force, Soar, BI Tool, MTV, Web Emulation, Fuse, E-Billing, Engagement Source, Microsoft Word, Excel and PowerPoint, Bamboo, Genesys, Ubiquity(EMR), Zoom, Microsoft TeamsVolunteer ExperienceAmbassador for CNRG Care Givers Network Resource Group and memberMember of the Womens Network Resource GroupMulti-Culture Mentor Program - promotes diversity & inclusionWebster Elementary, Aldo Elementary, and East High School |
