Operations Manager

Latosha N. Harrison

Experienced Operations Manager 2800 NW 192nd Street • Oklahoma City, Oklahoma 73012

310-***-**** • ***************@******.***

OBJECTIVE

I aim to leverage my extensive 20 years of healthcare experience in a role that capitalizes on my organizational expertise and recognized strengths in process improvement, problem-solving, consulting, coaching, training, development, and planning. I thrive in fast-paced environments, adeptly handling multiple duties simultaneously. My ability to efficiently and profitably accomplish tasks makes me a valuable team player who can effectively engage with both customers and upper management.

PROFESSIONAL EMPLOYMENT

The City of Oklahoma City – Utilities Department

Operations Manager 2023 – 2024

Oversee the daily activities of the operations team, ensuring efficient execution and adherence to protocols.

Develop and implement operational procedures to enhance efficiency and effectiveness.

Maintain appropriate staffing levels to meet organizational objectives.

Create and oversee training programs to elevate the skills and knowledge of operations team members.

Monitor team Key Performance Indicators (KPIs) and ensure goals are met or exceeded.

Coordinate with other departments to ensure seamless operations.

Provide regular reports on team activities, successes, and challenges to senior management.

Identify process improvement opportunities and lead initiatives to implement them.

Manage employee compensation matters.

Anthem – Blue Cross and Blue Shield, Midland, Georgia

Utilization Management Lead Supervisor

2018 – 2023

Motivates and encourages UM Reps while providing technical guidance.

Provides quality control services such as call monitoring and conducts UMR level I, II, and III audits for subsequent performance under NMIS and MTM standards.

Monitors daily phone activities to exceed NMIS standards and improve customer service levels.

Provide direction and guidance to less experienced team members relating to medical and IngenioRx pharmacy products.

Assists manager with PTO scheduling and monitoring attendance.

Obtains, analyzes and presents statistical information related to units of work, productivity, FTEs at work, and time off.

Handles complex situations and ensures UM Reps are directed to the appropriate resources to resolve issues. Assisting UMRs with outpatient, inpatient, DME, and directly admit pre-authorizations. Ensure the authorizations are error-free and referred to the proper clinical team.

Assists management by identifying areas of improvement and recommends solutions.

Interview applicants for FTE hire as well as assist with performance appraisals.

Temporary Vendor support, EXL training and coaching, and Legato initiatives.

Partner with WFM to ensure ASA goals, AHT, and adherence are met.

Anthem – Blue Cross and Blue Shield, Midland, Georgia

Medical Management Specialist 2016– 2018

Provides non-clinical support to medical management operations, including handling more complex file reviews and inquiries from members and providers.

Primary duties include gathering clinical information regarding cases and determining the appropriate area to refer to or assign cases (utilization management, case management, QI, medical review).

Conducting an initial review of files to determine the appropriate action required.

Acts as liaison between medical management operations and other internal departments to support ease of administration of medical benefits.

For California Children Services: request medical records from providers, complete and submit CCS referral to local CCS program on the same date of identifying potential CCS eligible condition.

Proficient in the usage of Citrix, Facets, Macess, ACMP GDP Medicare, and all Microsoft Office automation software, including Office Teams.

Track referrals according to specified timelines and notify providers and families of CCS eligibility determinations and BCC authorizations and deferrals.

Collaborate with external community-based organizations to facilitate and coordinate care under the direction of an RN Case Manager.

Maintain and update tracking databases.

EDUCATION

Bachelor of Arts in Health Care Management, December 2024

Post University Westbury, Connecticut

Certificate Medical Assistant- Phlebotomist- 2003-2004

Sanford Brown Institute New York, New York

High School Diploma, Daegu American School, June 2008

Daegu, Korea (Formerly Taegu American School Dodds)

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