Technical Support Manager

JAY CARTER

**** ******** ****, *********, ** ****3 H: 312-***-**** ***********@*****.***

Exceptional Project Manager successful at delivering large-scale initiatives requiring fast-paced execution. More than 12 years in Health Care Management, with a key emphasis on Medical Management tools and processes. Comprehensive background includes 5 years in program management offering an in-depth understanding of project lifecycles and project development methodologies.

Project planning and development

Business artifacts documentation

Managing multiple projects simultaneously

Strong verbal communication

Advanced problem solving

Business process re-engineering

Strong client relations

Vendor integration management

Project Consultant, 10/2014 to 07/2017

Blue Cross and Blue Shield of Illinois – Chicago, Illinois, United States As a Project Consultant, dedicated to a high profile National client, I've successfully delivered several multi-million- dollar projects, in support of the client's overall medical management vision. Specific projects include: Custom Behavioral Health Solution: Spearheaded the implementation of a new Behavioral Health medical management program, resulting in contract renewal with client. Accountable Care Organization (ACO) Alerts - Implemented a systematic solution along with operational processes that alerted Nurses when a member was attributed designated to an ACO. This enabled early risk identification and collaborative management of the member's health. Care Path Portal Vendor Integration: Successfully integrated with a medical management communication vendor that translates medical terminology into a member friendly plan of care. Other duties include:

Managed the entire lifecycle of each assigned Health Care Management project, from initiation to closure. Coordinated project design meetings and decisions across internal departments and teams. Assessed vendor integration products while maintain a positive vendor relationship. Developed and presented project evaluation and process improvement strategies to key stakeholder's Collaborated with external vendors to implement medical management user interface tools that streamlined management of the member's wellness.

Manager / Call Center Operation, 03/2012 to 10/2014 Blue Cross and Blue Shield of Illinois – Chicago, Illinois, United States As the Call Center Manager, I was responsible for the day to day operations and management of the Health Care Coordinators. I developed and monitored performance goals to deliver world class customer service, closing gaps in member's care and wellness.

Managed a team of 20 Health Coordinators and workforce managers. Facilitated inter-departmental communication to effectively provide customer support. Assumed ownership over team productivity and managed work flow to exceed quality service goals. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Met all customer call guidelines including service levels, handle time and productivity. Provided executive readouts on team performance.

ELECTRONIC DATA SPECIALIST, 03/2007 to 03/2012

Blue Cross and Blue Shield of Illinois – Chicago, Illinois, United States Identified and corrected performance issues.

Referred major hardware and software problems and defective products to vendors or technicians for service. Trained users in the proper use of hardware or software. Followed internal procedures for change management, incident management and escalation. Managed call flow and responded to technical support needs of customers. Evaluated and responded to incoming sales leads and requests for technical support assistance. Provided base level IT support to non-technical personnel within the business. Defined and documented technical best practices.

Installed software, modified and repaired hardware and resolved technical issues. Bachelor of Science: Business Administration, 2012 Kaplan University - 550 W Van Buren St, Chicago, IL 60607 EDUCATION

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