Myron K. Phillips

Stone Mountain, GA 404-***-**** ad194x@r.postjobfree.com linkedin.com/in/myron-phillips

Career Summary

Results-driven, collaborative, highly self-aware call center executive with a history of success spearheading strategic development initiatives. Committed to delivering impeccable customer service and bolstering the company image. Adept at maximizing the company’s bottom-line results, both in teams and independently. Recognized for creating and implementing business growth and policy management efforts in support of departmental and company-wide goals. Relevant experience includes assessing client needs, identifying sales opportunities and capturing new business; securing leverage in competitive markets; applying commercial awareness and insights to develop, lead and deliver projects on time; and utilizing knowledge of current trends to grow bottom-line results.

Core Competencies

Operations Management, New Business Development, Program Development & Implementation, Cross-Functional Team Leadership, Quality Assurance, Team Building, Training & Development, Financial Management, Strategic Planning, Client Relations, Problem Solving, Communication, Time Management, Organization, Process Improvement, Trend Tracking & Analysis, Microsoft Office, Proprietary Applications/Databases, internet Applications

Experience

Centene Corporation, Atlanta, GA 2013 - Present

Director of Operations (2016 – Present)

Manage a team of 10 managers and 25 supervisors to support Marketplace, Medicaid, and Medicare lines of business, supporting both providers and members regarding outstanding claims and eligibility benefits, respectively

Oversee five facilities in Atlanta, GA; Little Rock, AR; San Antonio, TX; Tucson/Tempe, AZ; and Orlando, Fl

Ensure employees adhere to corporate and federal call center guidelines

Established the company’s first bilingual, 120-seat Affordable Care call center in Orlando, Florida

Recognized for consistently achieving employee engagement goals (80% or greater) and bottom-line results

Manager- Call Center Operations, Member & Provider Services (2013 – 2016)

Developed and implemented call center strategies, performing needs assessments, performance reviews, capacity planning and cost/benefit analyses; also evaluated innovative technologies, defined user requirements, and determined technical specifications

Finalized production, productivity, quality and service delivery standards; provided information and analysis during organizational strategic planning and review processes

Produced Call Center systems featuring customer interaction/voice response systems and voice networks; crafted user interfaces, executed user acceptance test plans and oversaw implementations

Sharpened and refined operations by evaluating system performance, resolving problems, completing action plans and participating in system audits and analyses

Managed system and process improvements; also led quality assurance programs and installed upgrades

Achieved Center HR goals by hiring, onboarding, training, assigning and coaching staff

Administered scheduling systems, communicated expectations and conducted performance review conversations; also reviewed compensation actions to ensure adherence to relevant company policies and procedures

Aligned processes with financial objectives; estimated requirements, developed the annual budget, scheduled expenditures, examined variances and set forth corrective actions

Contributed to the creation of performance reports by gathering, evaluating and summarizing data and trends

Evaluated equipment and completed recommended upgrades

Tracked emerging trends in call center management, attended educational workshops, read professional publications, expanded personal networks and participated in industry associations

Myron K. Phillips

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I-Health Technologies, Atlanta, GA 2008 - 2012

Manager – Business Support & Research

Served as a key leader for a high-caliber team of 25 coders that researched and maintained a medical policy rules engine inclusive of ICD-9, HCPCS, CPT and Medicare fee schedules

Partnered with clinical and Q&A staff to increase productivity, analyzing root causes of problems and formulating action plans to close gaps

Supported the transition of core business to offshore partners, including planning, training, coaching and quality review for prospective monthly releases

Created, launched and managed user acceptance testing and process improvement efforts

Ensured business success by recruiting, training and mentoring operational teams

Reduced production errors from 20%+ to under 8% per month; also refined operations and increased performance by standardizing personnel processes

Created and launched a Global Quality Audit Team

Coalition America, Inc., Atlanta, GA 2004 - 2008

Director – Client Services (2005 – 2008)

Manager – Client Services (2004 – 2005)

Drove the success of a 14-member staff comprised of Supervisors, Account Coordinators and Provider Coordinators to define and manage customer services goals

Provided timely responses to clients, answered sales questions, dispensed monthly data, handled service concerns and performed according to client expectations

Maintained effective and efficient processes by improving communications and collaborating cross-functionally between Account Coordinators, Providers and key Sales Teams

Introduced pioneering processes and tools to measure, monitor and report on staff performance; also created client management protocols to support SLAs and new client implementation

Additional Roles

Manager – Customer Service, BioLab, Inc., 2000 – 2004

Manager – Member Services – Call Center, Family Plus Health Plans, 1997 – 2000

Education

Bachelor of Science, Florida A&M University (Magna Cum Laude)

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