Customer Relations and Health Plan Specialist with 20 + years of progressive experience with Leading Service and Health Care Organizations. Consistent success in meeting regulatory requirements for timeliness and quality. Able to guide and lead multifunctional teams at various locations in the area of customer service, quality case processing, interpretation of health plan benefits/contracts, and other personnel related services. AREAS OF EXPERTISE ------------------------- Labor Management Partnership Quality Assurance and Compliance Reporting and Analytics Team Building, Coaching & Mentoring Recruitment and Employee Retention Operations & Process Improvement Financial Management Problem Solving & Change Management Communication and Diversity Appreciation Service and Building Customer Loyalty
SLOT SHIFT MANAGER January 2003Thunder Valley Casino － Roseville, California
Served as a key contributor to the implementation of the Thunder Valley Casino Resort.
Organized and implemented departmental policies and procedures.
Trained new team members on compliance standards as it related to the standard operating procedures of the department and casino.
Managed a team of slot representatives focusing on providing quality customer service to members and all levels of facility staff.
Communicated with directors on daily operations, and resolves escalated concerns for improved customer satisfaction.
Provided direction and coordination staffing and maintained training schedules of all slot staff.
Consistently exceeded managerial expectations as well as received superior job performance reports.
Conducted mid-year and yearly performance reviews for all slot employees.
Handled employee relations, compliance and regulatory concerns.
Health Plan Representative January 2009 to CurrentKaiser Permanente Medical Group － Sacramento, California
Assists in the design and implementation of new programs and service improvements for members, facility physicians, facility personnel and other providers.
Educate providers and members on Health Plan benefits and services.
Assists the intake and resolution of the Commercial, Medicare and Medicaid member's complaint and grievance cases received within medical centers and medical offices.
Collaborates with Department Managers, Leadership, and Physicians to develop strategies, and action plans to improve the overall member experience.
Fosters collaborative working practices with Member Case Resolution Centers to ensure timely hand-offs of case processing that meet compliance and regulatory standards.
Participates in regulatory and accreditation agencies' audits & surveys related to complaints and grievances.
Communications Manager January 2003 to January 2009Nordstrom － Roseville, California
Organized and oversee day to day operations of Customer Service and Communications Department as it related to customer accounts, external customer communications, customer relations, store team member training, store cash earnings reporting and budgeting.
Coordinated and implemented seasonal store internal campaigns in an effort to promote teamwork and cooperation.
Handled customer complaints that were escalated to the department through phone calls and face to face interaction.
Ensured that policies and procedures were followed to comply with department and company expectations.
Provided excellent customer service to internal and external customers.
Conducted mid-year and yearly performance reviews for all Customer Service and Communications staff.
January 2002 to January 2003DATA ENTRY CLERK, Pollution Control Industries － East Chicago, Indiana
Organized and input field and laboratory test data.
Compiled and organized data reporting for management personnel.
SLOT SHIFT MANAGER January 1999 to January 2002Greek Town Casino － Detroit, Michigan
Developed departmental policies and procedures of the slot department.
Interviewed, hired, and trained new team members on internal controls, standard operating procedures and guest relations.
Participated in employee retention and termination procedures for the organization.
Partnered with Human Resources in executing benefit plans and options.
Participated with Labor Management Partnership initiatives.
Maintained compliance with regulatory requirements as it related to Equal Employment Opportunity Commission (EEOC) best practices.
Handled employee grievances and complaints.
SLOT SHIFT SUPERVISOR January 1996 to January 1999Trump Casino － Gary, Indiana
Assisted in the implementation and start up of Trump Casino.
Developed and implemented departmental policies and procedures.
Trained new team members on internal controls, standard operating procedures and customer relations.
Bachelor of Science : Business Administration, June 2010Capella University － Minneapolis, MN
Associate's Degree : Computer Programming, December 1997Ivy Tech Community College － Gary, IN
Fundamentals of Management Management Training and Development Superior Guest Service Training Sexual Harassment, Diversity Training, VIW (Violence in the Work Place) Training Regulatory and annual Compliance Training
Bachelor of Science : Business Administration , June 2010 Associate's Degree : Computer Programming , December 1997 Fundamentals of Management Management Training and Development Superior Guest Service Training Sexual Harassment, Diversity Training, VIW (Violence in the Work Place) Training Regulatory and annual Compliance Training
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