Healthcare customer service and ancillary services

Mary C Glasper, MPH

Lake St Louis, MO * Cell 816-***-**** ******@*****.***

EDUCATION

M.P.H., Public Health Management / University of MO – Columbia

B.S., Health Services Management / University of MO – Columbia

School of Law / University of MO – Successfully completed 1st year

Paralegal Studies / KC Metropolitan Community College / 30 hours 2015

200 Hours of PMBOK Project Management Training – Sprint University of Excellence

MILITARY EXPERIENCE

Military Service – Hospital Corpsperson / U.S.N., Naval Air Station – Jacksonville, FL / Honorable Discharge / Acted as Senior Corpsperson at Level I Trauma Center Emergency Room, managed the operations and enlisted staff.

QUEST DIAGNOSTICS QMS CERTIFICATIONS

QMS Personal Bronze Certification December 2019

PROFESSIONAL EXPERIENCE

12/18 – Present Supervisor, Work At Home Patient Team / Quest Diagnostics

Led efforts to move remaining Supervisors and Customer Service Agents to Work At Home environments; assisted with moving over 200 onsite employees to home over a 5-day period as a COVID company response

Selected to develop and lead the first Work At Home agent team serving patients calling the National Customer Service Call Center

Team of 21 agents including a Group Lead and Senior Tech Representative

Creating an exciting virtual work team through ongoing direct communication, daily huddles, monthly 1x1s, and competitive opportunities

oTeam leads Patient Team PODS in completed Customer Satisfaction Surveys

oTeam leads Patient Team PODS in Digital Expert (DE) Performance

Ensuring agent development by working with agents to create and implement individual development and training plans

04/18 to 12/18 - Supervisor, Swing Shift / Quest Diagnostics

Promoted to Swing Shift Supervisor

Within first six months, lead team to model POD QMS Silver Certification

Lead 12 Customer Service Representatives to achieve more not less

Created fun and inspiring workplace with high expectations for productivity

oTeam exceeded Transfer Rate threshold of less than 12%

oMet all other scorecard metrics at full threshold levels

08/16 to 04/18 Swing Shift Specialist / Quest Diagnostics / Lenexa KS

Within call center. promoted to first line management

Ensure Customer Care Rep productivity met

oUsing Avaya phone system, created reports and graphs highlighting opportunities for improvement / contacts per hour increased 25% across overnight team

Work with POD Supervisor and Manager to improve team performance

oIdentified lapses in company protocol that adversely affected productivity

oDeveloping team culture of high expectations and improved personal performance

01/16 to 08/16 Customer Care Tech I / Quest Diagnostics / Lenexa KS

Within call center environment, provide health care expertise to Customer Care Representatives

Act as backup to POD Supervisor

05/14 to 05/15 Supervisor Finance / 16 Circuit Court / State of Missouri, KCMO

• Responsible for first line management of 7 finance clerks processing all financial transactions for the Criminal Records Department of the Circuit Court, Independence

05/13 to 01/14 Contract Analyst and Office Manager / Midwest Innocence Project, KCMO

01/12 to 12/12 Specimen Processing Supervisor / IDEXX Laboratories, Elmhurst IL

Managed the Specimen Processing area for IDEXX Laboratories at Elmhurst IL; responsible for 12-15 FTE Specimen Processors, including hiring, development, training, and disciplinary processes

The Elmhurst laboratory, on the average, processes 1.5 million specimens per year

Within first 90 days, through data and system analysis, reduced lost specimens by 75%

10/11 to 01/12 Phlebotomy Supervisor / Liberty Hospital, Liberty, MO

Hospital’s first phlebotomy supervisor, reporting to Laboratory Director

Responsible for hiring, training, development and competencies of all 25 phlebotomy staff; during short tenure, after draw data analysis, improved morning TAT to 98% up from less than 90%

01/03 to 04/11 Nursing Home Manager & SE Phlebotomy Supervisor / Physicians Reference Laboratory (PRL), Overland Park, KS

Hired to develop PRL’s first Nursing Home Division; identified primary and secondary service areas, worked with legal to develop contracts used in client negotiations; negotiated service terms and continued ongoing management of client relationships; by end of tenure onboarded approximately 45 nursing home clients/chains

Throughout eight years, as IT liaison and Division subject matter expert, drove improvements to PRL's in-house developed LIS by analyzing and identifying client needs; worked with IT to deliver system solutions including system testing, validation and client implementation

Throughout tenure, provided primary account liaison activity; working with laboratory staff to resolve customer service complaints, complex operations issues and testing questions from all levels of client organizations including residents, nurse staff, medical staff, and executive suites

As PRL’s first Nursing Home (NH) Manager, held responsibility for developing and implementing the NH Division product line; including new client implementation and customer service management:

NH Division provided 24-hour call cover to fulfill client STAT phlebotomy needs; division required 20 to 25 FTE phlebotomists at any one time

Responsible for the ongoing training, personal development and success of PRL phlebotomists as representatives of PRL’s mission and core values

In 2010, led the opening of PRL’s first draw site in Manhattan, KS

In 2009, worked with other phlebotomy supervisors to standardize phlebotomy standard operating procedures (SOPs) across the organization

In 2006-2007, led the development and implementation of PRL’s first structured phlebotomy training program – included curriculum development; trained four new phlebotomists per year

• In 2010, assumed dual responsibility as PRL’s SE Phlebotomy Services Supervisor

New staff and offices included 14 to 16 FTE phlebotomists located at PRL’s primary acute care hospital-based draw center and multiple physician offices in SE phlebotomy service area

Within a four-week period, at hospital center, through data analysis and staff development, reduced waiting room times from a 45 minute average to a 15 minute average

06/01 to 01/04 Manager I / Sr Project Manager / SME/ Sprint PCS Overland Park, KS

Managed Logistics contract project managers / subject matter experts (SME)

As practicing project manager and SME, completed all assigned projects on-time /on-budget:

Projects managed included Logistics’ application upgrades, new supply line installations, high-speed printer installations at remote locations, and warehouse relocations

Completed 200 hours of formal project management training (PMBOK based) through Sprint

04/00 to 09/02 Independent Health Care Consultant / RFP Development / Grant Writer

Specialized in state proposal responses for Medicaid managed care organizations and grant-writing

Successfully coordinated and produced two state responses representing revenue streams of approximately $350 million over a seven-year period

07/98 to 04/00 Dir, Regulatory Affairs & Program Development/ FirstGuard Health Plan, Kansas City, MO

Member of the Senior Executive Team, reporting directly to the CEO; responsible for operational and contract compliance across insurance product lines including Medicaid managed care

Successfully coordinated, wrote and produced FirstGuard responses to two Missouri RFPs and one Kansas RFI (request for information); secured multi-million dollar awards with

Primary liaison with regulatory agencies responsible for Medicaid managed care products across bi-state area; provided all written and verbal responses to regulatory inquiries; also acted as Quality Assurance/Improvement liaison

07/95 to 07/98 Medicaid Division Compliance Officer / Blue Cross Blue Shield of Kansas City MO

As a senior member of the Medicaid Division, reported to the V.P. of Medicaid; primary compliance and quality assurance/improvement liaison for regulatory agencies across a bi-state area

Worked with VP and provider relations team to ensure provider development and compliance

Coordinated, wrote and produced Division responses to state RFPs and RFIs; secured multi-million dollar awards with each proposal

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