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Regional Operations/Provider Relations Manager Resume Example

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REGIONAL OPERATIONS/PROVIDER RELATIONS MANAGER
Professional Summary

Strategic-thinking Leader experienced in turning low-performing contracts and key accounts into revenue producers. Offering an engaging and pleasant personality with excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently improving customer relationships, client rapport, budget control and employee mentoring and coaching.

Skills
  • Relationship cultivation and retention
  • Project Management
  • Goals and performance
  • Data Analysis
  • Relationship building and management
  • Vendor Management
  • Strategic planning
  • Client satisfaction-driven
  • Team leadership and collaboration
  • Trend forecasting
  • Issue and conflict resolution
  • Team building
  • Key accounts and territory management
  • Contract development and management
Most Recent Work History
Regional Operations/Provider Relations ManagerJun 2015 - Current
Southeastrans, IncAtlanta, GA
  • Reporting to COO to oversee GA Department of Health, Non-emergency Medical Transportation Contract for North Georgia Region, as well as, (MCO) Managed Care Organizations contracts with Centene and WellCare Health Plans
  • Responsible for and manage client relationships and accounts of three MCO contracts, Peach State Health Plan/AllWell in GA, WellCare TN, AR, MS, and GA
  • Successfully improved Client Relationships and assist in saving contracts after failed implementations
  • Accepted call as Interim Director of Operations for District of Columbia account on two different occasions
  • Produced, reviewed and analyzed reports to optimize financial success of network of transportation providers, as well as, company and clients
  • Enhanced regional operations performance by implementing proven management processes to increase revenue
  • Developed processes to save on costs and prevent losses
  • Implemented corrective action plans to contracted providers to improve quality service and decrease client complaints
  • Trained, coached and mentored staff to ensure smooth implementation of new contracts and new transportation providers
  • Cultivated and strengthened lasting client relationships with State clients, Contracted Transportation Providers, Health Care Facilities, and Customers
  • Successfully maintained robust network of providers, and actively developed new networks in other regions for new contracts
  • Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction
National Client Account ManagerMay 2013 - Jul 2015
LogistiCare Solutions, LLCAtlanta, GA
  • Report to Vice President of Managed Care Business and work with Corporate Operations, Business Development, Business and IT Implementation teams as project manager in implementation of government and commercial (managed care) contracts and programs
  • Responsible over 50 national managed care accounts and contracts, which include oversight of contract performance and revenue
  • Serves as client liaison to manage overall long-term account oversight to ensure that company goals, vision and values are being met
  • Identify, address and resolve operational and/or account related issues
  • Provide ongoing feedback regarding status of contracts and opportunities for improvement to senior management
  • Facilitate oversight of contract management to include data analysis and operational reporting
  • Responsible for developing and implementing operations and corporate policies and procedures to comply with contract requirements
  • Provide contract implementation support and serve as training resource as required
  • Produce and submit detailed business presentations, working with business development and underwriting team to negotiate contracting terms and rates with national managed care contracts/accounts
  • Support Corporate Operations in areas of data analysis and reporting
Corporate Provider Relations ManagerJan 2010 - May 2015
LogistiCare SolutionsAtlanta, GA
  • Develop, coordinate and facilitate training modules for prospective transportation companies and their drivers
  • Worked with Safety Director to implement Safety procedures, training, policy and procedures, including monthly safety tips for newsletter
  • Managed Provider Helpdesk to provide technical IT assistance to transportation providers utilizing on-line billing system
  • Responsible for analysis and trending reports and provide strategic recommendations to General Managers for 37 States and Managed Care contracts
  • Lead Project Manager for healthcare facility outreach project for State Non-Emergency Medical Transportation (NEMT) contracts for national State Medicaid contracts
  • Researched current market to identify opportunities for improvements as resource to business partners
  • Developed performance measurable questionnaires base on clients RFP requirements
  • Supervised and managed facility outreach teams while successfully coordinated outreach of more than 600 facilities throughout three states
  • Work closely with local and national organizations such as Area Agency on Aging, to discuss transportation solutions and alternatives to improve transportation issues and concerns
Additional Work History


  • 2007-2010     Quality Assurance Manager/Healthcare Manager, LogistiCare Solutions - MO
  • 2001-2007     Senior Service Coordinator, Phoenix Family Housing
  • 1998-2001     Program Manager, Kansas City Regional Arthritis Center
  • 1996-1998     Account Executive, Automated Data Processing
  • 1991-1996     Community Relation Manager, Renaissance West
Education
BA: Communication StudiesUniversity Of MissouriKansas City, MO
Affiliations

Women In Transportation

Georgia Transit Association

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Resume Overview

Companies Worked For:

  • Southeastrans, Inc
  • LogistiCare Solutions, LLC
  • LogistiCare Solutions

School Attended

  • University Of Missouri

Job Titles Held:

  • Regional Operations/Provider Relations Manager
  • National Client Account Manager
  • Corporate Provider Relations Manager

Degrees

  • BA : Communication Studies

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Regional Operations/Provider Relations Manager

Southeastrans, Inc

Atlanta, Georgia