Operations Manager Quality Assurance

Sarah Fries Operations Manager

*** * ***** ** **, Rome, GA 30161

404-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Results-driven administrative leader with extensive experience in healthcare operations, project coordination, team development, and customer relations. Recognized for outstanding mentorship, problem-solving, and cross-functional collaboration across Medicaid, Medicare, and mortgage operations. Known for creating a positive and productive work environment and driving improvements in quality, efficiency, and service.

KEY SKILLS & EXPERTISE

Healthcare Operations (Medicaid & Medicare)

Project & Process Management

Team Leadership & Mentorship

Provider Relations & Contracting

Event Planning & Onboarding

Quality Assurance & Compliance

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, OneNote)

Payroll, Accounting & Expense Reporting

Customer Service & Escalation Resolution

Training Development & Knowledge Sharing

PROFESSIONAL EXPERIENCE

Humana – Network Operations Manager: April 2024 – Present

Star Award Recipient: April 2025

Manage team who manages contracting requests and ensure compliance with state and company guidelines.

Serve as a subject matter expert for PCP/member issues and Medicaid processes.

Lead cross-functional projects and develop group-specific templates.

Mentor new hires and support knowledge sharing across departments.

Contribute to process improvements for onboarding, QA, and time management.

Maintain a positive, solutions-focused mindset in high-pressure scenarios.

Humana – Administrative Services Coordinator: February 2023 – April 2024

Star Award Recipient: November 2023

Supported agents and members through Medicare/Medicaid systems.

Designed and launched a quarterly sales team newsletter.

Coordinated logistics for events, training sessions, and new hire onboarding.

Served as State Health Advocate, delivering monthly wellness presentations.

Developed warehouse inventory systems and improved team workflows.

Handled escalated member calls and helped foster a positive team culture.

LendSure Mortgage Corp. – Closing Disclosure Specialist & Team Lead: December 2020 – February 2023

Finalized mortgage closings, ensuring all underwriting and compliance checks were met.

Led hiring, training, and mentorship initiatives for new team members.

Managed QA reports, tracked process improvements, and resolved escalations.

Balanced closings with title companies and provided team coverage when needed.

GAR – Administrative Assistant: September 2020 – December 2020

Scheduled maintenance and coordinated vendor logistics.

Handled payroll, billing, and training coordination.

Managed office supply inventory and facilitated internal communications.

Paulding County Probate Court – Deputy Clerk: July 2017 – August 2020

Managed daily court inquiries, filings, and legal document processing.

Balanced county financial records and coordinated with judges and attorneys.

Supported legal proceedings in estate, traffic, and guardianship cases.

EDUCATION

Management Certificate – Louisiana State University, 2023

Associate of Science in Business Management – Chattahoochee Technical College, 2009–2011

REFERENCES

Alexis Gore – 507-***-**** ******.*****@*****.***

Caneda Davis – 678-***-**** ******@********.***

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