Contact Center Patient Access

Trenton B. Northcutt

Nolensville, TN ***** 478-***-**** ******@*******.*** https://www.linkedin.com/in/trenton-northcutt-9a668412/

Senior Leader Strategy and Operations

Highly accomplished, executive people leader with extensive knowledge in developing strategy for effective customer engagement, business relationships and operations with the ability to build successful teams to reach organizational objectives.

CORE COMPETENCIES

Shared Service Model

P&L Performance

Vendor / BPO Management

Strategic Planning

Subrogation/Salvage

Project Management

Client Relationships

Claims Optimization

Contact Center/CRM

Business & Data Analysis

P&C Claims Operations

Healthcare Claims Operations

Contract Negotiations

Quality and Compliance

Complex Claims

PROFESSIONAL SUMMARY

TBN Consulting, Brentwood, TN 04/2024 – Present

Senior Strategic Operations Consultant

Consulted with business leaders in solving complex business problems and creating value through improving efficiency and quality of strategic initiatives in Healthcare and P&C operations.

WNS Global, LLC

Senior General Manager (BPO) - US Operations 10/2022 – March 2024

Leading remote Customer Contact Center for Licensed Voice and Chat for a major US P&C carrier.

Established new account, scaled Operations with a combination of rebadged agents and direct hires to manage 110% of projected call volume and chat volume to exceed customer and client expectations.

Led team of 400+ remote agents handling contacts from all 50 states.

Developed and redesigned operational processes that improved efficiency, customer service, and quality.

Direct client collaboration sharing strategic updates and performance action plans.

Collaborated with client and internal stakeholders on optimization for improved performance.

Delivering consistent performance for the account meeting all critical and key business objectives.

Strategic business owner of P&L for US Operations accountable for budgeting, forecast, and profitability.

oProduced adjusted gross revenue cost of 17.6% versus planned target of 16.9% for fiscal year ’23.

Chloeta Fire, LLC

Director, Insurance Service Operations 07/2022 – October 2022

Led cross-functional team of program/project managers on a nationwide basis in support of clients in the Property and Casualty industry providing innovative wildland fire claims optimization, prevention strategies, and data analytics.

TBN Consulting, Brentwood, TN 08/2021 – June 2022

Senior Strategic Operations Consultant

Consulted with business leaders in solving complex business problems and creating value through improving efficiency and quality of strategic initiatives in Healthcare and P&C operations.

Fresenius Medical Care (Pharmacy), Franklin, TN 03/2020 –07/2021

DIRECTOR OF OPERATIONS – CLAIMS ADJUDICATION AND PRIOR AUTHORIZATION

Led strategy to enhance optimization for the Insurance, Prior Authorization, and Credit Review teams for FreseniusRx to exceed performance goals and objectives in claims adjudication.

Developed roadmap that built the foundation for process and procedures changes required to scale up teams for future growth of the pharmacy to service all medications for ESRD patients.

Implemented new key metric standards to reflect enhanced ROI and patient experience.

Collaborated with IT and data analytics to create new comprehensive on-demand dashboard reports along with increased automation that improved efficiency and reduced cycle time 25%+.

Executed and delivered Monthly and Quarterly Business Performance Reviews to senior leaders.

United HealthGroup/Optum, Brentwood, TN 4/2016 to 01/2020

SENIOR DIRECTOR - Claims, Provider, and Support Operations

Led multi-site locations including managing Optum Global Solutions teams in Hyderabad, India and San Juan, Puerto Rico encompassing over 250+ full-time FTE.

Impacted Behavioral Health claims processing across multiple states, Commercial Direct, Medicaid/Medicare and Health Plan Payors encompassing 10M+ members.

Led inbound/outbound call center operations for select health plans.

Launched Behavioral Health Claims Site in San Juan, PR to manage Community & State Medicaid/Medicare claims processing.

Orchestrated work groups in AI and configuration on claims optimization that improved the workflow by increasing the auto adjudication rate by 3.1% which improved quality and reduced manual claims processing.

Championed business operations process changes and/or system configuration updates required for regulatory mandates to meet state, federal, and CMS guidelines.

Prioritized data analytics to identify gaps in productivity trends, initiated changes to gain a YOY improvement of 19.6% claims productivity and adherence.

Improved quality accuracy of 99.95% Commercial/Health Plan Payor and 99.93% Community & State.

Developed and executed action plans for internal and external audit results that improved performance.

Nationwide Insurance, Columbus, OH 12/2005 - 3/2016

DIRECTOR OF CLAIMS – SUBROGATION, MULTI-LINE, AND VENDOR MANAGEMENT 01/2013 - 3/2016

Managed the centralized shared services divisions for Subrogation with a multi-line focus on standard auto, commercial auto/property, agribusiness, medical/PIP, and uninsured recoveries across multiple site locations.

Member of Enterprise Executive Development Program, 2012/2013 and Claims Leader Development Program, 2013/14 and Property Director’s Leader Program in 2013.

Served as Project Leader for Enterprise Shared Services Payment Solutions and Customer Advocacy Advanced Deductible™.

Guided team performance to impact profit and loss trade combine ratio by 3.5% YOY.

Directed third party vendor program including procurement, service level agreements, IT integration, and KPI reporting. Reduced contingency fees by $1.2M YOY.

Served as Chair of the Corporate Public Policy Committees for Material Damage, Property, Salvage and Subrogation with a focus on preventing legislation designed to negatively impact insurance operations.

Reorganized Uninsured Team, resulting in increasing customer experience to 95%, productivity by 25%, and recoveries by $4.6M YOY or 9%.

Served as corporate leader liaison for Arbitration Forums, Inc.

DIRECTOR OF CLAIMS OPERATIONS - SUBROGATION, AUTO AND PROPERTY RECOVERY 7/2009 to 12/2012

Directed insured auto, property, medical, PIP subrogation teams for the MW, Mid-Atlantic, and NE claim zones.

Conceptualized and served as Project Leader in collaboration with claims, sales, and marketing of the Customer Advocacy Advanced Deductible™ program. CAAD improved policyholder retention by 6%.

Produced recovery net improvement by 19% YOY more than $125M+ for standard auto.

ASSOCIATE CLAIMS DIRECTOR, MATERIAL DAMAGE 1/2006 to 7/2009

Led team assigned to processing first and third-party claims including total loss and salvage recovery. Designed and launched Level 10 customer service into claims workflow, improving customer experience and associate and agent engagement.

Awarded 2007 Material Damage Directors College, 2007 Region Leadership Development Program, and 2008 Special Assignment Consultant.

Increased drive-in penetration from 38% to 63%, resulting in LAE savings across region.

GEICO Insurance, Macon, Georgia

CORPORATE EXECUTIVE DEVELOPMENT PROGRAM AND REGIONAL OPERATIONS MANAGER

EDUCATION & CERTIFICATES

Bachelor of Science in Mathematics Morehouse College, Atlanta, GA

Georgia Tech Dupree College of Management Certificate Program

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