GENE MC LIM CORTES CSSGB (with ready/active US Visa)

Six Sigma Practitioner / Certified Six Sigma Green Belt

Address: Room 404 ALT Residences, Sunset Drive Lahug Cebu City Philippines 6000

Mobile Number: +639**-***-****

Email: add7e6@r.postjobfree.com

LinkedIn Profile: https://www.linkedin.com/in/gene-mc-cortes-cssgb-68a4a740/

CAREER PROFILE:

Overall, 13 years of experience as People, Manager of Operations, Director of Operations and Program Director in the BPO Industry for Healthcare, Claims, Sales, Physician Billing, Collections, Clinical services, Project Management, Transitions, Revenue Cycle Management, Medical Billing, Medical Coding, Pharmacy Helpdesk and Customer Service. Currently managing and delivering an all-green performance for 25 LOBs - voice, non-voice and blended operations of 500+ FTEs, including 20 Assistant Managers and 3 Trainer-SMEs, across 2 sites - 2 Philippine sites (Cebu) and (Manila).

Led the very first/start-up operations team of UHG/OGS Philippines and Omega Healthcare accounts and have been instrumental in consistently producing outstanding performance on all the client metrics which has been the index of UHG and Omega Healthcare’s exponential growth in the Philippines especially in Cebu for Census Data Unit and Membership & Retirement Intake.

Led the start up from transitions to training to managing Operations for Healthcare clinical services including Chronic Care Management and Oncology Care Model as well as transitioned and managed 25 practices for Physician Billing Services for Integra Connect and Omega Healthcare.

PERSONAL STRENGTHS:

•Six Sigma Practitioner - Six Sigma Green Belt Certified with a LEAN project which yielded a total savings of $48, 917

•Performance and Results Driven - Led the team in bagging the prestigious TEAM EXCELLENCE AWARD for 2015-2016; Consistent Recipient of Innovation, Management and Leadership Awards (LIVE Award - Leadership, Initiative and Value Added Endeavour, and Managerial Excellence Award)

•Self-Excellence – Certified in Self Excellence Program

•People Development and Mobility Advocate – Honed and produced successful Assistant Managers, Management Trainees (MT), Subject Matter Experts (SME), Quality Auditors (QA), Workforce Analysts and front liners for new businesses.

•Alpha Manager Training

•BOLT - Basic Onboarding Leadership Training

•LEAP Training - Leadership and Managerial Leadership Enrichment and Acceleration Program

•MOVE Training - Management Organizational and Values Training

•IT Essentials Training

•Advanced Excel Training

•Expert in revenue cycle management.

•A manager that knows how to do process training. Transitioning of new accounts.

•Advocate for Employee Engagement, has been the Point of Contact for Employee Engagement for the entire Omega Healthcare Site.

EDUCATIONAL BACKGROUND:

Elementary: Colegio dela Inmaculada Concepcion – Gorordo Avenue Lahug Cebu City Philippines 6000

Secondary: Saint Jude Early Learning Institute – Salinas Drive, Lahug Cebu City Philippines 6000

College: Gullas Medical College Course: Bachelor of Science in Nursing SY 2005

Non Registered

WORK EXPERIENCE:

TeamsPH – November 2018 – Present

Position: Director of Operations

Handling a total of 11 accounts (Customer Service, Billing, and Back office, Healthcare, Blended Operations, Chat Support, Medical Billing, ecommerce, Revenue Cycle Management, Email and Voice.)

Managed and supervised all accounts from Transitions, to Training to Operations.

Healthcare Operations

Revenue Cycle Management

Provider Services

Pharmaceutical

Medical Billing and Coding

Clinical and Non Clinical Services

Omega Healthcare (Integra Connect) – May 22, 2017 – June 28, 2018

Position: Clinical and Non Clinical Senior Operations Manager (Operations, Transitions, Process Optimization, Training) for Michigan Healthcare Professionals.

Physician Billing Services and Patient Care Services (Customer Service, Clinical and Physician Billing, Revenue Cycle Management, Collections, Chart abstraction, Workers compensation and Insurance billing

Point of Contact: Manager of Employee Engagement and Client Relations

•Responsible for day to day Operations of 500+ team

•Adherence to client SLA’s and metrics

•Measure the effectiveness of all processes (budget, Operations and Management).

•Determine company’s strategic growth as part of the executive team.

•Work with Operational team, support team in the development and implementation of organizational strategies, policies and practices.

•Evaluate the needs and processes of each US department and translate into local standard SOPs that suit the requirements of the clients.

•Participate in planning and forecasting activities to help assess and forecast the capacity of the site.

•Implements performance standards and establish controls to ensure that goals are met and commitments are delivered.

•Overall in charge of transitioning of new projects to training to launching.

•Facilitates training to the trainees for new projects.

•Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results.

•Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products.

•Implements national sales programs by developing field sales action plans.

•Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.

•Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand.

•Completes national sales operational requirements by scheduling and assigning employees; following up on work results.

•Maintains national sales staff by recruiting, selecting, orienting, and training employees.

•Maintains national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.

•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Create a comprehensive and sustainable employee engagement strategy.

Work with senior leaders and deans to develop strategies and demonstrable links

between engagement and their strategic goals.

Work with vendors, Office of Human Resource partners and college and administrative unit Human Resource partners to design, deploy, and evaluate effective and efficient engagement surveys Conduct employee focus groups to complement engagement surveys.

Develop a train the trainer program to enable units to analyze their own data and

build action plans.

Create and/or edit tools, training materials, and resources to help partners and leaders successfully build action plans based on survey results.

Create an effective communication plan and provide content for various communication vehicles Leverage events to create and sustain dialogue around engagement.

Identify and address issues and solutions related to employee engagement

Help Team leaders determine links between engagement and outcomes such as; turnover, healthcare costs, grievances, employee success.

Work with cross-functional teams to identify unique division/location needs while balancing the overall purpose and requirements of the employee engagement strategy.

Manage a professional training and development staff

UnitedHealth Group – October 2013 – February 2017

Position: Senior Manager in Operations (Claims Processing, Patient Customer Service, Revenue Cycle Management and Provider Services)

Point of Contact: Employee Engagement Manager and Client Relations

•Manages multi-level and multi-site teams providing support to clients in a 24 X 7 operations environment

•Directly responsible for the day to day operations, including transaction processing support, client service delivery and management and oversight of key controls

•Partners with onshore and domestic leads to manage results by understanding and driving performance against performance metrics as well as driving the appropriate risk focus with both Assistant Managers and front-line staff through regular monitoring of key performance and people metrics, performance action plans, staffing and workload adjustments, adherence to policy and procedures, and providing feedback pertaining to process improvement opportunities

•Manages the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located

•Ensures high quality client service and directly responsible for addressing escalations from both internal partners and external clients

•Communicates via extensive cross-organizational reporting, executive communications and interactions with business partners at all levels

•Interacts with business managers and leads across multiple sites to enhance business results and customers experience

•Prepares and deliver weekly and monthly presentation updates in scheduled meetings to business leadership

•Utilizes knowledge of business to identify internal process opportunities and develop strategic plans and implement solutions to level set the issues and escalate as appropriate to the business managers

•Supports and leads enterprise-wide strategies to improve business results

•Directs the activity and daily operations related to call center staffing and agent preparedness

•Accountable for implementation of strategic initiatives relative to product strategy as well as call center staffing and agent support

•Works in partnership with counterparts to ensure that appropriate call center tools and strategies are effectively implemented within the operation

•Directly responsible for the team performance, ensuring staff is appropriately trained and supported

•Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards

•Evaluate and execute appropriate staffing plans in order to achieve site and product SLA goals

•Directly shapes operational and/or functional execution of client service strategies and how they are accomplished including the communication and administration of strategic initiatives

•Works on cross-regional and cross-functional teams and initiatives

•Responsible for leading and managing multiple projects

•Prepares and deliver weekly and monthly presentation updates in scheduled meetings to business leadership.

•Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.

•Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand.

•Completes national sales operational requirements by scheduling and assigning employees; following up on work results.

•Maintains national sales staff by recruiting, selecting, orienting, and training employees.

•Maintains national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.

•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Convergys Philippines – August 2007 – September 2013

Position: Operations Team Lead - Escalations (Billing, Sales, Customer Service, Finance and Retention & Banking)

•Be a subject matter expert as well as take escalated calls when needed.

•Take ownership of the client problems; clarifies client issues/objections; appropriately escalates issues for assistance

•Ensure that time-sensitive transactions, problem resolutions, and non-standard instructions are handled in a manner that complies within legislative and department policies and procedures, and minimize risk/cost to both the company and client.

•Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently, from training to Operations thru coaching and immediate interventions.

•Listen to recorded and live calls to ensure the Specialist is doing the right thing and is giving excellent customer service while following the correct process from the client.

•Ensure that the team is aware of their performance.

•Validate skill gaps to address by priority that will generate best results to achieve the goals per metric per agent.

•Coach and develop agents focusing on behavior that affects productivity and performance.

•Be a role model to the team when it comes to integrity, attendance and professionalism at work.

•Providing, mentoring, evaluating and recording effective training activities.

GENE MC LIM CORTES

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