PATRICIA McFARLAND

Email: acrz5d@r.postjobfree.com Marlton, NJ

LinkedIn: www.linkedin.com/in/pattymcfarland 856-***-****

OBJECTIVE: To secure a position as an Operations Manager to utilize my extensive experience in organizational development and project management. I have 30 years experience, with 20 in outsourcing of pension and health & welfare benefits. I’m confident that my dedication in identifying best practices that result in efficiencies and cost-effective measures will enable me to make a significant difference in your organization.

Skills Summary

Business Development

Change Management

Organization Development

Domestic and Global Leadership

Process Development

Relationship Management

Professional Experience

INDEPENDENCE, Philadelphia, PA October 2014 – January 2015

Supervisor Operations – Consumer Billing/Consumer Accounts Receivable Management

As a result of the health care reform, the volume of consumer accounts increased significantly, requiring a dedicated team to handle the accounts receivable management. Assigned to establish and develop the Consumer Accounts Receivable Management team.

Establish process and procedures for reconciliation of consumer accounts.

Management of the cancellation, delinquency and termination process for consumer accounts.

XEROX (formerly ACS), Cherry Hill, NJ January 2011 – October 2014

Operations Manager / Process Consultant – Direct Bill (2013 – 2014)

Responsibilities were split into two core roles: Operations Manager and Process Consultant. As the Operations Manager, responsibilities included the handling of H&W functional services for 8 clients and managing of functional analysts to ensure support to the client teams. Responsibilities as Process Consultant is to focus on guiding process improvement projects across the global leveraged organization for direct bill (H&W) processing, with focus on reducing costs and implementing best practice standardization.

Interact with all levels of colleagues within the organization both in the US and India as well as clients.

Conducting operational organization evaluation of current direct bill processing to improve the overall process documentation and perform gap analysis. Implement the process changes and provide global training.

Assist in successful facilitation of transition of tasks to the India location, including development of detailed documentation and training.

Service Delivery Manager – Direct Bill Team (2011 – 2013)

Manage staff of 10, 8 analysts performing the ongoing direct bill administration for 30 health and welfare clients and 2 implementation analysts responsible for new client implementation for direct bill administration. Produce invoices for direct bill participants; manage premiums received, fund transfers to clients; and preparing monthly reconciliation reports.

Conduct cost analysis of services provided by trustee to identify methods to reduce receipt of mail by evaluating options within the banking system.

Responsible for maintaining a relationship with the client management team to ensure that service level agreements are met.

Conducting operational organization evaluation of current direct bill processing to improve the overall process documentation and quality assurance. The implementation of the process changes that will be global to the Onshore and Offshore teams for Direct Bill.

HEWLETT PACKARD, Cherry Hill, NJ August 1995 – April 2010

(EDS 2005-2008 and TOWERS PERRIN 1995-2005)

Client Relations Manager - VendorManager/BillManager Team (EHRO) (2008 – 2010)

Managed a team of 20 to support health and welfare clients in ongoing administration of eligibility and billing files to vendors. Interacted directly with Account Executives to evaluate and negotiate client staffing allocations.

Conducted cost analysis and recommended alternative approach to a manual process. Implemented new process that enabled documents being accessible through electronic feature. This reduced staff administration by 75%, saved monthly charges to clients and at no cost to Company.

Implemented SharePoint to retain standard documents to enable staff to access. Included the process documentation for clients so centrally located for team.

Developed and delivered business structured training to improve team skills in communication, meeting facilitation, team building, and client servicing. Selected by management to train other teams within unit.

Client Liaison Manager (2005 – 2008)

Managed the benefits administration for large, cornerstone client. Facilitated meetings to review new projects and change management with client governance team and senior management. Prepared project scopes and costing analysis for client governance approval and managed the approved project to completion.

Requested to manage out-of-scope project for another client in jeopardy of extending past deadline. Evaluated the project, created an aggressive timeline and worked with the staff to get project on track to meet deliverable date.

Identified as a management team member for a new prospective by the Sales Team. Participated in presentation development and delivery.

Participated in a request to provide administrative leadership support in our Des Moines office to evaluate call center recommendations for corrective actions and implement to meet client service levels. Continued to maintain primary responsibilities during this period for large client in the New Jersey office.

Senior Team Leader (1995 – 2005)

Management of Service Center in the administration of pension and health/welfare benefits for multiple clients. Supervised staffs of 30 to ensure quality standards and client service levels were maintained.

Assisted in the transition of a cornerstone client to the firm’s new location in Chesapeake, VA. Ensured that the client service levels were met during the transition.

Served as coordinator to redeploy 20 staff members for placement in Voorhees office following client team transition.

Worked closely with technical analysts to develop systems used in providing client servicing. Included testing changes made to the current database system used in preparing participant pension calculations.

Education

Drexel University, Philadelphia, PA – Bachelors of Science in Business Administration –

Graduation Pending: June 2016

Burlington County College, Pemberton, NJ – Associates of Science in Business Administration;

May 2003

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