jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom patient access center strategist operations executive high performing dedicated adaptable professional 25 years extensive cross functional team leadership experience contact center management comprehensive background healthcare systems including significant corporate training background broad health insurance knowledge workforce management customer service quality assurance program management proven track record guiding sizable cross functional teams selection implementation cutting edge technology driving increased productivity optimizing organizational processes team engagement expert presenter effective communication skills able forge solid collaborative relationships stakeholders strategic partners achieve business objectives comprehensive call center background innovative strategic planning execution organizational change management vision mission planning skills comprehensive training background team building mentoring crossfunctional team leadership performance management broad health insurance knowledge persuasive communicator professional experience director strategic management 072005 current etslindgren cedar park tx senior strategic executive non profit multispecialty community healthcare systems patient access center lead workforce management quality assurance technology departments previous titles include assistant director strategic management assistant director contact center operations project manager 2005 2011 effective strategist patient access center collaborated senior leadership ensure contact centers 10 year strategic plan track strategically expanded contact center 70 290 agents 7 management team members 70 target achieve projected expansion goals established program management office healthcare engineeringprocess improvement departments led strategic planning process patient access centers project portfolio lead executive training development patient access center exceeded kpis strategic facets contact center achieved budgetary goals year budget 17 million annually successfully redesigned quality assurance program customer satisfaction survey delivered projects within predetermined budget maintaining time parameters quality standards project manager 072003 072005 wireless frederick md preside facets complex corporate projects multispecialty multisite physician group supported patient accounts management team active managerial role daytoday operational functions achieve corporate financial goals developed designed training programs patient services staff business office personnel designed training materials job aides powerpoint presentations position created reduce outstanding accounts receivable major insurer achieved goal within four months developed implemented leadership skills program trained sixty managers team leaders supervisors managers assistant directors directors assigned management provider credentialing department result project training success achieved goal credential obtain hospital privileges thirty new hire physicians sixmonth period prior credentialing experience limited resources developed several company policies implementation improved productivity accuracy efficiency front end staff billing team 1015 training manager 081998 112002 empire blue cross blue shield city state managed corporate operations training department including curriculum design development customer service claims examining units site population approximately 1000 employees extensive recruiting experience managing team twentyfour professionals addendum staff determined development direction completed performance appraisals salary recommendations corporate trainers customer service call coaches administrative support accomplished respected leader proven ability mentor develop direct reports general staffs talent creating effective adult training programs redesigned call coaching program led team strategic approach reinvent administration program improved customer satisfaction scores approximately 15 acted liaison operations corporate legal department ensured site compliance state federal regulations established online training website dedicated service centers national accounts new hire training classes improved overall training effectiveness 25 increased operational support value directly mitigated budgetary contentions reduced supplies costs 40 conceived implemented online interactive application improved training units ability respond operational questions 5 business days 2 business days supported multiple corporate unit projects participant online benefit summary project team earned 2001 empire corporate team award successful completion project direct return investment site corporate customer service instructortrainer 051996 081998 empire blue cross blue shield city state designed developed technical subject matter system applications professional development training courses primarily customer service units effective energetic lecturer delivered classroom instruction workshops onthejob training technical subject matter system applications corporate initiatives professional development training management received letters commendation students operational management regarding delivery various courses appointed sole developer design curriculum creation training materials implementation empire pharmacy management unitsystem customer service claims developed comprehensive nasco new hire customer service program utilized site program deemed extremely successful operational management dramatically improved efficacy transition classroom environment production environment improved classroom operational transition time 50 previous titles include medical claims adjuster 1993 1996 customer service representative1992 1993 bs business management administration mount st mary college newburgh new york education