DERRICK FICKLING HR & OPERATIONS PROFESSIONAL

addvx8@r.postjobfree.com 803-***-**** 316 Baybridge Drive, Columbia, SC 29229 Highly accomplished professional educated in Human Resources Management and Management & Leadership with background in team supervision, problem solving, and remediation. Ability to learn, train, and employ policy protocol—ranging from quality customer service to federal compliance. Accomplished leader with over ten years of executive experience, versed in implementation of strategy to increase quality and revenue. Directed sizeable teams to reduce time period of learning curve and improve quality productivity through consistent auditing and guidance.

ADA & FMLA Knowledge Associate Training & Mentorship Quality Assurance & Excellence

HR Procedures & Operations Federal Auditing & Advising Paralegal Certificate

MA in HR Management and

Management & Leadership

Customer Concerns & Inquiries Supervision of +100 Employees EXPERIENCE & NOTABLE CONTRIBUTIONS

BLUE CROSS BLUE SHIELD Columbia, SC

A leading health insurance company, provides health care to over 106 million Americans. DIRECTOR OF OPERATIONS 2011—Present

Supervises over 100 employees to ensure quality customer service, accuracy in member claims and departmental training and onboarding. Works closely as Senior Leader with Human Resources to handle various employee conditions such as hiring, training, terminating, investigating employee complaints, remediation, Americans with Disabilities Act (ADA) concerns, and Family and Medical Leave Act (FMLA) matters.

KEY ACCOMPLISHMENTS:

● Direct a multifunctional team of associates to efficiently process member claims and customer service inquiries.

● Connect with customers utilizing outbound and inbound call center techniques and methods for purposes of Engagement and Product Awareness bringing about healthier outcomes

● Oversee Medical Flexible and Health Reimbursement Accounts, Coordination of Benefits, and Consolidated Omnibus Budget Reconciliation (COBRA) concerns.

● Manage budget of operational areas.

OPERATIONS MANAGER 2009--2011

Managed early stage team of 20 associates, responsible for the dual responsibility of customer engagement/experience and oversight and processing of member specific claims. Provided quality oversight to daily processing of claims and addressing inquiries.

KEY ACCOMPLISHMENTS:

● Mentored and motivated associates to ensure courteous and professional service.

● Trained associates, contributing to 47% improvement in production.

● Implemented automated system to reduce backlog for complaint acknowledgement.

● Oversaw the engagement of team that was dedicated to the entire member experience from initiation of calls to follow through of takeaway activities

PALMETTO GBA Columbia, SC

Provider of high volume claims and processing to federal government and commercial customers. MEDICARE SECONDARY PAYER (MSP) AUDITOR 2008—2009

Ensured hospitals appropriately submitted and billed MSP funds by auditing admission and billing records. Worked with hospitals to implement corrective and preventative plans that comply with federal procedures and guidelines. KEY ACCOMPLISHMENTS:

● Reduced the learning curve of hospital auditing requirements from one year to three months. DERRICK FICKLING

● Counseled hospital Managers, Directors, CFOs, CEOs, and Compliance Officers on MSP auditing to meet federal requirements.

● Submitted monthly reports to Centers of Medicare and Medicaid Services (CMS) on actions made to protect Medicare Trust Fund.

OPERATIONS MANAGER 2005—2007

Monitored operations of 30 employees in provider contact center. Delivered consistent observation and feedback to ensure quality of claims processing.

KEY ACCOMPLISHMENTS:

● Surveyed reports, systems, and associate activities to maintain effective production.

● Worked with HR to hire, train, motivate, and terminate associate positions.

● Met with managers and team leaders to solidify and improve on company standards.

● Submitted monthly budget report to Senior Management. ASSURANT Florence, SC

Insurance agency with focus on service contracts and risk management solutions, and personal property coverage. UNIT MANAGER 2007—2008

Oversaw team of 40 associates to meet customer quality in regards to inquiries and mortgage claims. KEY ACCOMPLISHMENTS:

● Monitored team activities, and trained associates in correct customer protocol.

● Met with contract vendors to ensure that customer needs were satisfied.

● Reviewed and maintained monthly budget and expenses. MARRIOTT BY COURTYARD Columbia, SC

Provider outstanding customer care to guest and ensure accurate processes through auditing. NIGHT AUDITOR 2006—2011

Ensured guest late arrival guest were checked into the hotel appropriately. Audited the reports retrieved from the day to ensure balancing of numbers and finances.

GUEST SERVICE REPRESENTATIVE

Ascertained guest were promptly checked into the hotel and all their expectations were met. KEY ACCOMPLISHMENTS:

● Associate of the Month Oct 2006

● Trained new employees

● Exceeded guest expectations

DERRICK FICKLING

EDUCATION & TRAINING

Leadership (Rising Professionals) Columbia, Columbia Chamber of Commerce, 2019 Midlands Association of Talent Development (ATD) Board of Directors, Columbia, SC Dual Masters of Arts in Human Resources Management and Management & Leadership WEBSTER UNIVERSITY Columbia, SC Graduated 2016 ASSET Exam for Potential Managers Certified, Blue Cross Blue Shield, 2004 Paralegal Certificate, ABA Approved from South University, 1998 Bachelor of Arts in English Education

BENEDICT COLLEGE Columbia, SC Graduated 1998

Contact this candidate