Sales Customer Service
Resume:
GREG J. DEVILLE
Foothill Ranch, CA 92610
****.*******@************.***
Operations, Sales and Client Management Executive
Core competencies include; all aspects of Strategic Sales, Business
Development, Client Management and Operations. I will bring
Operational Leadership in Corporate and Governmental Contract
compliance and state government submissions, Customer Service Call
Centers, Hospital, Physician and Ancillary Contracting, Network
Operations, Provider Relations, Medical Healthcare Management, Claims
Management, Product Development, Billing and Eligibility, Defined
Contribution Plans, RFP production, IT, Human Resources, Budgeting,
Project Management and Client Implementations. Over 20 years in Sales,
Client Management (CRM) and Operations leadership with a strategic
focus on customer needs and a common sense approach. Let me help you
solve your challenges by focusing on hiring and retaining qualified
staff and establishing and monitoring performance expectations,
mentoring and coaching employees and establishing a vision, targeting
change management and reducing the silo mentality.
Operations, Sales and Client Management Leadership
Experience
. Implemented Client Call Frequency, focused growth targets and C
level service focus.
. Over Twenty years leading strategic change with a Sales &
Operational focus.
. Claims Administration, bill review, appropriate coding, Research
and Resolution, Internal Audits, Re-pricing, benefit application,
with HMO, TPA, Medicaid, PPO, Medicare, Workers Compensation and
COBRA, all focused on process improvements.
. Hospital, physician and ancillary contracting with per diems, case
rates, DRG's, discounts, stop loss based on RBRVS.
. Pension Plans, Defined Contribution, Contribution Accounting and
Vacation Funds.
. Call center tracking of answer speed, hold time, talk time,
abandonment rate, and soft skills. Championed implementation of
soft IVR system for two separate call centers.
. Budgeted over $40 Million in expenditures along with Strategic
Planning, analytics, problem solving, project management,
technology and work flow with appropriate departments to eliminate
silo mentality and reach EBIDTA targets.
. Training on relationship skills and P & P's using TQM, CQI and
soft skills to enhance internal and external customer
satisfaction. Integrated two merging organizations in Client
Service and Sales. Revenue growth of over 40% three consecutive
years.
. Served as HIPAA Officer with Beech Street and Grievance Chair with
Health Partners.
. Led Beech Street NCQA Accreditation and URAC Certification in UM,
CM and DM.
Professional Experience
Zenith Administrators, Inc., Las Vegas, NV
2008-2009
Branch Manager- Third Party Administrator
Introduced CQI process and positive reinforcement to enhance and
dramatically improve customer focus and improvements throughout the
operations and Client Service functions. A heavy emphasis placed on
Training and Team identification of processes and procedures and
product development to enhance the Sales and service levels of the
organization and work in conjunction with a proactive Taft Hartley
Client focus. Responsibilities included Claims turnaround and
accuracy, Call Center staffing and performance measures, Billing and
Eligibility, Pension Plans, Contribution Accounting, Finance and Client
Management for over 70 funds.
Consulting- Self Employed 2006 -
2008
I consulted with individuals and companies to focus on improving
education of middle management leadership skills within their
organization. The overall focus was on coaching and mentoring soft
skills and training to be a leader with sales, operations and
presentation skills.
Beech Street Corporation, Lake Forest, Ca. 1997-
2006
Senior Vice President, Operations (2002-2006)
Directed nine major internal departments consisting of 320+ employees,
to closely work together with common goals in mind. Continually
evaluated efficiencies in work flow and reduced overhead with the
ability to maintain lean "Class A" service to external customers.
Reduced combined operational costs in four departments by 20% by adding
system efficiencies and process changes through project management and
reduce the duplicated efforts by various pieces of the organization.
Overall responsibility included National Network Contracting with 13
hospital contractors and 12 physician and ancillary contractors,
Provider Relations, Provider Network Management, Medical Management
Operations including UM, CM and DM, URAC Certification, NCQA
Accreditation, Customer Service Call Center performance, Claims
Management, Research and Resolution, EDI claims processing and set up,
Outsourcing, RFP's, and Client Contracts.
Vice President, Client Service (2000-2001)
Developed the consistency in operations from the Corporate and Client
perspective. Focused on bringing accountability to the account
services team in support of the regional staff. Operational
consistency was designed to make the company more responsive and easier
to do business with while increasing the profit margins through
retention and up selling.
Regional Vice President Sales, Client Service and Physician
Contracting (1998-2000)
Integrated Sales, Client Service and Network Contracting staff from two
merging companies into one cohesive unit. I guided the region, which
included 13 Western States, to a 39% revenue increase in 1999 and a
32.5% revenue growth over the first half of 2000. We added 25% growth
in Network Contracts to meet the needs of the new and growing clients.
Senior Director, Sales & Client Service (1998)
Trained and assisted a Regional Sales and Account Management staff in
business development with new and current accounts. The growth of this
additional business resulted in a 20% increase in Regional revenue in
1998. Implemented identification and tracking of existing business for
potential three year growth projections.
Regional Director, Sales and Client Management (1997)
Produced $1.5 million in annual revenue in new business sales
during seven months of 1997.
Health Partners Health Plans, Inc., Phoenix, AZ.
1988-1996
Assistant Director of Sales, Client Service & Marketing (1995-1996)
Responsibilities included New Sales business development of HMO
insurance products, introduction of AHCCCS (State of Arizona Medicaid
Plan), Medicare plans and Client Service unit focused on open
enrollments and client membership growth. Regularly reviewed HEDIS
reports with Operational leadership and Clients to evaluate and improve
performance levels.
Manager, Sales & Client Service (1988-1994)
Additional Experience Account Executive (Sales) for small Arizona
PPO (2 years),
High School Geography Teacher and Coach (10 years)
Pacific Region AAPPO Board Member (Current)
Education---Black Hills State University, Bachelor of Science in
Education, TQM/CQI
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