Customer Service Sales

Location:

Jacksonville, FL, 32221

Salary:

$60,000

Posted:

August 20, 2014

Contact this candidate

Resume:

K h e S a h n

L .

B a r k e r

***** ******* **** **** ! Jacksonville, FL 32221 ! 904-***-**** ! ********@*****.***

www.linkedin.com/pub/khesahn-barker/11/500/48b

Career

Profile

Strategic, analytically sound, professional with more than 15 years in the insurance industry, and functional

experience in: Financial Management, Relationship Management, Event Management, Strategic Planning,

Facilitation/Training, Government Operations (including payment systems), Project/Change Management,

Disease and Program Management, Supplier Diversity/Procurement, Cultural Competence and Diversity,

Multicultural/Community Outreach and Sponsorships (corporate funding), and adept at building/leading

strong teams. Recognized as a “go-to” leader and trusted advisor to senior executives (C-Suite).

H ighlights

Qualifications

More than 16 years leadership experience Cornell University Certified Diversity

! !

Professional/Advance Practitioner

19 years facilitation/teaching/training experience

Outstanding grant/proposal writing experience

Superior strategy/project management abilities !

18 years Medicare (provider/hospital)/Senior

17 years customer relationship management !

Market experience

experience

17 years financial management experience

Strong oral and written communication skills !

14 years experience working directly with the

More than 10 years community relations/public !

medical/physician community

relations experience

10 years medical coding experience

Excellent Marketing abilities !

E xperience

Allstate Benefits – J acksonville, FL October 2012 – March 2014

Senior

Account

Manager

(National

Accounts)/Product

–

Compliance

Communication

Specialist

Managed and implemented national sales accounts

Collaborated with regional and national sales managers, brokers, enrollment firms, clients, and

appropriate internal departments (i.e., compliance, marketing, IT, sales training, customer service, etc.) to

manage implementation of key accounts

Developed project schedules and communication plans, conducted weekly conference calls with Sales

Directors, Clients, and Benefit Administrators.

Participated in weekly continuous improvement and strategy discussions with Senior Leadership (Director,

CFO, Allstate Benefits CEO, Senior Vice Presidents, and department heads) – Included, but not limited to,

discussion of key sales accounts, identification and removal of barriers (bottlenecks, IT system, SOPs,

etc.), outline integration methods, and review/development of new strategies for the organization.

Participated in the compliance and development of Allstate Benefits’ marketing product materials.

Reviewed and approved marketing materials (i.e., ads, brochures, inserts, websites, etc.) and ensured

materials were maintained in the company’s repository.

B lue Cross and Blue Shield of Florida – J acksonville, FL April 1986 – March 2012

Senior

Manager/Community

Relations

Manager,

Office

Cultural

Intelligence

Diversity

Integration

July

2006

March

2012

Developed and managed departmental budget ($3M), tracked expenditures, developed variance reports,

and led planning and budget sessions

Developed and implemented strategies to reduce health/health care disparities (i.e., Cultural and

Linguistic Appropriate Services (CLAS), education and awareness programs, language and ethnicity data

infrastructures, etc.)

Partnered with Human Resources to resolve employee issues, implemented management plans, and

developed new recruitment strategies

KheSahn L. Barker 904-***-**** 2

Partnered with Marketing to increase enrollment and sales of multicultural consumers through

engagement (e.g., Florida Blue -BCBSF’s retail centers, community engagement/sponsorships)

Identified internal multicultural gaps, partnered with Senior Leaders (of that division – Sales, Marketing,

etc.), and developed and implemented strategies, action plans, and programs to address gaps

Developed and maintained multicultural community investment strategy to enhance the reputation and

visibility of BCBSF community engagement efforts

Worked with elected and appointed public officials, key influencers, senior corporate executives, and

business decision makers on issues that affect Northeast Florida and various communities

Developed, championed, and managed community relations/public affairs strategies in key Florida

markets that addressed BCBSF’s business plans and goals (aimed at improving relationships with key

stakeholders/prospects, increasing local presence, and targeting diverse markets)

Managed corporate partnership/relationship with Dr. Tango, the State of Florida’s Department of Health,

and the Robert Wood Johnson Foundation to evaluate diet, fitness levels, and weight loss of Hispanics

using a cultural and linguistic eHealth portal

Developed and managed implementation of BCBSF’s Supplier Diversity program, which exceeded

maximum goals

Developed articles/written communication for DiversityInc., Jacksonville Business Journal, Florida Times

Union, WJCT, and other mediums (internal newsletters, scripts for Television programs and satellite

broadcasts)

Managed Diversity Business Councils (DBCs) and Employee Resource Groups (ERGs), and developed

Standard Operating Procedures (SOPs) and resource manual (for DBCs and ERGs)

Developed long and short term business and operational plans to ensure successful program

implementation

Partnered with Delivery System and Disease Management Vendors to ensure BCBSF’s disease

management programs were culturally relevant, significantly contributed to the company’s medical cost

savings goals, and as appropriate, targeted underserved populations (using segmentation models)

Functioned as the Cultural Competence and Diversity Consultant/Integrator for Delivery System (Medical

Departments), Public Affairs, Corporate Services, Corporate Procurement, and Medicare

Evaluated and partnered with business areas to integrate culturally relevant programs, products, services,

and tools

Managed multiple small and large projects internal/external community projects, and negotiated company

sponsorship contracts.

Led two direct reports (event managers) who organized logistical components of events, coordinated,

partnered with external vendors, requested/designed program ads, activated and negotiated sponsorship

benefits, trained volunteers on company volunteering guidelines, and managed event calendars

Served as the primary point of contact for key community organizations in NE Florida, and actively

participated in key business, community, and civic organizations

Relationship/Vendor

Manager,

Delivery

Systems,

February

2004

July

2006

Developed and Managed 24 million budget

Developed cultural competency strategy for vendor management integration

Served as Relationship/Vendor Manager for BCBSF's Disease Management Vendor and disease

management program

Liaised with various BCBSF departments to integrate disease management programs

Led and managed multiple projects (including disease management/health care) and identified/evaluated

complex healthcare issues (e.g., Strategies, products & programs- including State Group)

Developed Awareness and User Adoption Campaigns for several project implementations - planned,

forecasted, established goals, and developed risk mitigation plans

Managed and lead multiple components of evolving healthcare strategies, issues, and opportunities

through research and analysis processes, including healthcare industry benchmarks, market

assessments, environmental/competitor analyses, and legal and regulatory analyses

Designed and developed programs (Buddy System, Referral Program, etc.) and supporting materials (e.g.,

manuals, PPTs, learning guides, reference forms/tools) to enhance integration among Health Coaches

and Case/Disease Managers

KheSahn L. Barker 904-***-**** 3

Developed key corporate and program materials as a member of the Diabetes Multicultural Outreach

(DMO) project team (worked closely with vendors to outline cultural competency strategies, integration,

and marketing plans)

Served as project manger and developed project plans and schedules for key Sales and Marketing

programs and provider network projects (e.g., Medicare Advantage PPO, Better You from Blue, Salon and

Barbers focus groups)

Developed and implemented new capabilities and initiatives (e.g., SMART Registry for physicians, Vendor

relationship tools, etc.) for BCBSF using CQI methods

Led end-user adoption of new products and capabilities/programs through collaborative relationships and

demonstrated change leadership

Served as a member of the Employee Review Team for The Blue Foundation for a Healthy Florida

reviewing grant proposals/requests and conducting site visits

Partnered with Brand, Market, and Communications department to develop communication/outreach

(Marketing) materials for BCBSF membership

Managed vendor alliances/relationships, developed management and communication plans, and

integrated programs and processes throughout the company

Developed training, proposals, and other written communications for vendors

Training

Manager

and

Project

Consultant,

Medicare

Education

and

Program

Services/NCS

Pearson

–

800-

Medicare

Call

Center,

2002

2004

Managed a high-performing team of trainers and support staff dedicated to the delivery of educational

programs

Developed a cross-functional team to train and implement the national 1-800-Medicare call center’s

business plan (management of multi-state remote employees)

Managed and lead divisional (corporate) projects (i.e., NCS Pearson 1-800-Medicare Call Center, HIPAA

Transactions and Code Sets & Privacy, HCA, Hospital Outpatient PPS, etc.)

Served as a liaison (for all operational areas within BCBSF) at quarterly Carrier Advisory Committee

meetings, which addressed medical/operational questions and issues relative to the Medicare Program.

Managed key relationships for BCBSF and achieved financial goals

Developed and managed departmental and project budgets ranging from $500,000 to $2.7M

Developed technical proposals for new business ventures – responsible for developing and responding to

Request for Proposals (RFPs) to win business bids

Functioned as the company’s liaison/public relations representative for the Florida Medical Association

(FMA), Florida Hospital Association (FHA), and other organized medicine groups and keep them informed

of key coverage/policy changes, and resolved claims/billing and financial issues for providers

Served on several Centers of Medicare and Medicaid Services (CMS) workgroups (Hospital Outpatient

Prospective Payment System Medicare Technical Advisory Group, Southern HIPAA Administrative Regional

Process - SHARP, etc.), and designed/delivered presentations for HIPAA outreach seminars

Developed marketing materials, written speeches for CMS Deputy Administrator and Chief Operating

Officer and Regional Administrator, Public Service Announcements (PSAs), newspaper articles (Business

Journal and Times Union), contract language for seminars, talking points for BCBS Public Relations and

Corporate Communications department, articles for the Florida Hospital Associations/other medical

associations, and written communication on behalf of CMS and senior leadership (President, Vice

President, Directors, etc.)

Developed short and long range communication and project plans for key provider programs, which

resulted in a successful communication forums with providers: The Medicare Executive Circle (MEC) – a

meeting forum for Hospitals, physicians, and non-physician practitioners

Partnered with CMS to design, develop, and facilitate HIPAA Satellite Broadcast programs for payers and

providers

Developed educational/training programs to meet the needs of beneficiaries and providers (curricula and

PowerPoint Presentations)

Served as chairperson of the training workshop committee for SHARP (Southern HIPAA Regional Process)

– a Department of Health and Human Services committee (CMS) and designed and implemented CMS’

Premier HIPAA Conference

Developed and designed on-line (Web-based) registration tool for providers (Florida and Connecticut)

KheSahn L. Barker 904-***-**** 4

Participated in strategy development and delivery of departmental/divisional goals (e.g., operating plans,

divisional improvement initiatives, strategy development, etc.)

Evaluated new and existing educational programs through analysis, assessment of effectiveness and

consideration of cost savings for targeted educational programs

Conducted needs assessments to monitor and evaluate the quality and effectiveness of current

educational programs

Interviewed; coached and counseled; developed and trained; motivated; appraised and evaluated; and,

served as an appropriate role model to employees, while espousing the management philosophy

Blue

Cross

Blue

Shield

Florida,

Inc.,

Jacksonville,

Florida/First

Coast

Service

Options,

Inc.

(Florida

Medicare

Subsidiary)

Beneficiary/Provider

Education

Supervisor,

Medicare

Education

and

Outreach

1997

2002

Managed a high-performing team of analysts, liaisons and consultants dedicated to the delivery of

educational programs for beneficiaries and providers

Member of the BCBSF Provider Relationship Management Strategy Development Team

Developed and managed budgets ranging from 1.7 to 2.7 million dollars and ensured financial

performance goals were achieved (by generating approximately $650,000 in revenue per fiscal year)

Served as the Public Relations representative for Medicare Education and Program Services and most of

First Coast Service Options (FCSO), Inc. (a subsidiary of BCBSF)

Served on and chaired several Centers of Medicare and Medicaid Services (CMS) workgroups (Hospital

Outpatient Prospective Payment System Medicare Technical Advisory Group, Southern HIPAA

Administrative Regional Process - SHARP, etc.)

Served as liaison to the Florida Medical Association (FMA), Florida Hospital Association (FHA), and other

organized medicine groups (associations) to keep them informed of key coverage and policy changes and

maintain effective business relationships

Managed and lead divisional (corporate) projects (i.e., On-line Education, HIPAA Transactions and Code

Sets & Privacy, The Ultimate Medicare Expo, Medifest, SNF Consolidated Billing, Hospital Outpatient PPS,

Adventist Health Systems, Tandem, Review Process improvement, Telephone Reviews, Provider Education

and Training Effectiveness, etc.), which required collaboration and communication with various

departments

Managed practice management consulting services for large multi-specialty consulting clinics including

monitoring/measuring the reduction in unit costs

Interviewed; coached and counseled; developed and trained; motivated; appraised and evaluated; and,

served as an appropriate role model to employees, while espousing the Blue Cross Blue Shield

management philosophy

Identified, monitored, and evaluated the reduction of operational expenses quarterly through re-work

reduction projects, seminar effectiveness, and proactive provider communication Resolved group

enrollment and claims/billing issues for large clinics (registration process)

Developed curricula for educational programs (target audiences up to 1,500 Medicare Part A providers

and up to 45,000 Medicare Part B providers)

Designed and delivered presentations for more than 300 educational sessions

Evaluated new and existing educational programs through analysis, assessment of effectiveness and

consideration of cost savings for targeted educational programs; and conducted needs assessments to

monitor and evaluate the quality and effectiveness of current educational programs

Served as a liaison for all operational areas in the division at quarterly Carrier Advisory Committee

meetings, which addressed medical/operational questions and issues relative to the Medicare Program.

Participated in the development and delivery of departmental/divisional goals (e.g., operating plans,

divisional improvement initiatives, etc.)

Participated in the design and development of an employee reward and recognition program for Provider

Education

1 986 to 1995 - B lue Cross Blue Shield of Florida, Inc., Jacksonville, Florida

Manager, Medicare Education and Outreach (2000)

Senior Medicare Provider Relations Representative/Project Analyst (1995 to 1997)

Senior Medicare Customer Service Representative (1990 to 1995)

KheSahn L. Barker 904-***-**** 5

Medicare Secondary Payer Correspondence Analyst (1989 to 1990)

Durable Medical Equipment (DME) Claims Analyst (1986 to 1989)

E ducation,

Certifications,

Memberships,

and

Workgroups

Education

University of Phoenix – Master of Business Administration –April 15, 2014

University of Phoenix – Bachelors of Science in Business – September 3, 2012

William M. Raines Sr. High School - High School Diploma – June 10, 1986

C ertifications, Memberships, and W orkgroups

Yellow Belt, Six Sigma Certified

Cornell University Certified Diversity Professional/Advance Practitioner

Member of Mayor Alvin Brown’s Transition Committee

Board Member of Florida Black Expo (Thomas Media Group)

Board Member of New Life Evangelistic Center

Board Member of Word Connection Ministries International

Past Court Appointed Guardian Ad Litem Representative

Past Chair of Provider Education and Training (PET) Workgroup (CMS Baltimore, Maryland)

Past Grant Reviewer for The Blue Foundation for Healthy Living (six years)

Past Chair of Delivery System Diversity Business Council

Past Member of American Society of Training Development (ASTD)

Past Member of Program Management Process and Issues Workgroup (Divisional)

Past Member of Southern HIPAA Administrative Regional Process (SHARP)

Past Member Hospital Outpatient Prospective Payment System (HOPPS) Medicare Technical Advisory

Group (CMS Baltimore, Maryland)

Contact this candidate