Customer Service Manager

CHRISTA VANDARWARKA

*** ********* ***** ~ Windcrest, TX 78239

Home: 210-***-**** ~ Cell: 425-***-**** ~ ************@*****.*** QUALIFICATIONS PROFILE

Accomplished Director with solid and progressive experience in all facets of patient access, team leadership, call center operations, change and performance management. Astute business strategist with proven success in improving customer retention and satisfaction, enhancing operational efficiency, streamlining business processes, and implementing cost control initiatives. Regarded for the ability to expertly drive processes and successfully motivate cross-functional teams. Skilled in analyzing service metrics and key indicators to optimize customer experience. Technical proficiency in EPIC software; Hospital Billing, Professional Billing Revenue Management (Prelude), Admitting Transfer and Discharge (ADT), Cadence (Appointing), Professional Billing Insurance and Self-pay Follow-up. Additional strengths include:

Patient Access & Revenue Cycle Management Call Center Operations Management

Continuous Improvement Management Customer Relations

Customer Retention & Customer Satisfaction Change Management

Accelerated Growth & Improvement Staff Supervision & Training

Quality Assurance & Auditing Technology Enhancements PROFESSIONAL EXPERIENCE

CONIFER HEALTHCARE SOLUTIONS (November 2015 to March 2016) Process Manager, Patient Services (Remote)

Currently tasked with the optimization and standardization of the business processes for Chicago and San Antonio offices. Work with operations leaders, process engineers, vendors and other stakeholders (IS, PMO, Compliance, etc.) to identify issues, drive resolution and set strategic direction. I have the overall responsibility for designing and implementing solutions to meet business objectives, such as cycle time and cost reduction, for the revenue cycle process under their responsibility. I develop and maintain applicable P&P and process maps, perform gap & variance analysis to identify areas for improvement, lead implementation projects, and hold operators accountable for the compliance to key processes and metrics. SELF-EMPLOYED (2015 – present)

Managed and Customer Care Consultant

Maintained responsibility for managing Medicaid RFP development and ensured compliance with governmental Medicaid member and claim related standards.

Key Achievements:

Played a key role in enhancing customer experience while assisting organizations in winning state Managed Medicaid contracts.

HEALTH PLAN OF SAN JOAQUIN (2012 – 2015)

Director, Customer Service

Provided leadership and direction to call center operations consistent with performance metrics and applicable regulations. Executed quality and contractual oversight for contractual and regulatory compliance for delegated services and benefits. Anticipated technology needs and introduced technology enhancements. Developed policies and procedures. Advanced experience using QNXT (TriZetto) claims and customer system for review and analysis. Key Achievements:

Spearheaded the implementation of new organization-wide Telephony system including implementation of VoIP ACD.

Oversaw internal and external audits and corrective action plans.

Served as a key stakeholder in successful NCQA accreditation. NORTHWEST ADMINISTRATORS, INC. (2011 – 2012)

Manager, Health and Welfare Department

Directed management and oversight of the Health and Welfare Claims Department. Led efforts to process claims in compliance with industry practices and state and federal regulations. Key Achievements:

Executed complex reporting and analysis initiatives using sound business acumen. CHRISTA VANDARWARKA

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PROVIDENCE HEALTH AND SERVICES (2011)

Epic ADT/Prelude Application Manager

Led WA/MT and ADT/Prelude application/implementation team in daily job duties. Key Achievements:

Cultivated enduring relationships with cross-functional teams and across service areas of WA/MT & OR Epic teams.

Played a key role in Epic Collaborative Build sessions while acting as the lead session moderator on ADT and Prelude sessions.

UNIVERSITY OF WASHINGTON MEDICINE (2008 – 2011)

Senior Analyst, Quality Programs (2010 – 2011)

Established the quality monitoring program for Consolidated Call Center project, which encompassed identifying the critical performance areas for customer service and patient satisfaction. Developed supervisor training sessions for the quality program.

Key Achievements:

Created the grading scale and calibration program for auto eliminate subjectivity in monitoring activities.

Pioneered the implementation of process improvement training programs - to ensure staff awareness in advance of procedural changes.

Director of Access and Virtual Front Desk (2008 – 2010) Provided direction to organizational leadership, strategic planning, and budgeting functions. Ensured operational efficiency by developing and implementing quality and quantity department metrics. Championed efforts to maximize employee satisfaction and performance through goal setting, recognition programs, and performance management practices. Charged with executive oversight of departmental quality improvement plans, productivity, staffing, training, attrition, and cost containment. Monitored and reported clinical activity and no-shows to CEO. Key Achievements:

Implemented an attendance policy that reduced absenteeism by 53% in the first 3 months.

Improved service response times and reduced call abandonment to less than 5%, from 35%.

Raised service levels from 23% to 80% and reduced average hold time call from over 7 minutes to less than 30 seconds.

Significantly improved department voluntary attrition, reduced to 5%, the lowest in the entire organization. UNIVERSITY OF WASHINGTON PHYSICIANS (2005 – 2007)

Director, Enterprise Services

Managed strategic oversight for Patient Accounts & Inquiry call center as well as Patient Financial Services & General Services teams. Supervised operational matters of the Patient Financial Services Department post payments at the rate of $140 - $150 million per year. Prepared reliable financial reports. Developed and managed operating budgets to key performance indicators and industry benchmarks.

Key Achievements:

Streamlined daily activities and reduced inefficiencies using excellent business talents.

Reduced call abandonment from 35% to less than 3%.

Improved service levels from 34% to 80%.

Reduced average hold time call delay time from over 7 minutes to less than 30 seconds.

Implemented billing record charge process, which generated over $100,000 in annual revenue. Early Career: Director, Customer Service & Claims – Molina Healthcare of Washington; Manager, Market Research & Competitive Intelligence/Manager, Customer Services – Aetna US Healthcare/Prudential Healthcare, Deputy Insurance Commissioner - State of Washington Insurance Commission EDUCATION & CREDENTIALS

Associates Degree – Knapp College of Business (Tacoma, Washington) College-Level Studies – Long Beach Community College (Long Beach, California) & City University (Seattle, Washington) Non-Profit Board Training – University of the Pacific (Stockton, California) HIA Designation – Health Insurance Association of America CPC Designation – American Academy of Professional Coders AFFILIATIONS

Leadership Stockton Alumni Association, Board Secretary (2013 – 2015) & Board Member at Large (2013)

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