Process Improvement Medicare Advantage
Resume:
Meredith A. Lloyd
Detroit, MI
*************@*****.***
Strategic Operational & Training Leader 18+ Years of Expertise in Process Improvement, Team Leadership & Medicare Advantage Operations. Known for driving operational efficiency, leading high-performing teams, and spearheading process improvements that deliver measurable results. Proven expertise in Lean Six Sigma, financial operations, and training program development.
Summary of Accomplishments
●Directed a team of 20+ personnel managing statewide print-to-mail operations, exceeding production goals by 15% annually.
●Reduced returned mail rates by 30% by implementing address validation systems across multiple platforms.
●Managed $17K in postage spend processing 170,000+ rebates, resulting in $1.6M+ in payments to subscribers.
●Created training materials and job aids that improved team onboarding time by 40%.
●Received 3 Pride in Excellence Awards for outstanding leadership and innovation.
●Increased operational efficiency by 25% using Lean 5S principles and workflow optimization.
●Designed and implemented SLA tracking system for Medicare Advantage transactional mail, ensuring 98% compliance.
●Mentored and coached over 50 employees, enhancing team skill sets and leadership pipeline.
●Developed process improvement solutions resulting in $100K+ cost savings across departments.
●Partnered with IT to streamline schedule building and meet critical production deadlines with a 100% success rate.
Areas of Expertise
●Medicare Advantage Operations
●Team Leadership & Coaching
●Process Improvement (Lean/5S)
●Adult Learning & Training Delivery
●Strategic Planning & Execution
●Root Cause Analysis & Problem Solving
●Financial Record Management
●Project Coordination
●SLA & KPI Monitoring
●Vendor & Stakeholder Relations
●Mail Operations & Logistics
●Software: Captivate, LMS, PeopleSoft, SharePoint, MS Office
Professional Experience
Blue Cross Blue Shield of Michigan, Detroit, MI
Team Leader – Print 2 Mail Consolidated September 2019 – Present
●Led and supervised staff across print, shipping, inventory, ink mixing, and mail operations functions.
●Managed statewide routing and internal/postal delivery operations for Medicare Advantage.
●Ensured compliance with data integrity and SLA metrics, supporting over 170,000 transactions monthly.
●Controlled $17K postage spend, processing $1.6M+ in subscriber rebates and $10M+ in telehealth reimbursements.
●Partnered with IT and vendors to align production schedules with fulfillment goals.
Jr. Accountant December 2015 – September 2019
●Developed SOPs, job aids, and facilitated training across accounting functions.
●Maintained financial records and reconciled subledgers for BOE accounts.
●Resolved payment discrepancies using NASCO, MOS, and state systems.
●Processed reissues and stop-pays for provider and subscriber claims.
●Ensured timely deposit and refund payment accuracy through detailed audit and review.
Cash Control Analyst February 2012 – December 2015
●Led lean process initiatives to correct errors, reducing returned mail volume by 30%.
●Managed incoming correspondence and ensured timely routing to appropriate departments.
●Created a mail tracking system integrated into MS Access for better address history management.
●Analyzed delivery issues and updated records to minimize recurring errors.
●Enhanced mail handling efficiency through continuous improvement practices.
General Clerk January 2006 – February 2012
●Supported the pilot launch of the 5S desk standardization program for increased productivity.
●Processed medical claims for optical scanning and digital uploading.
●Enhanced service delivery by digitizing and indexing medical documentation.
●Identified and implemented sorting improvements that reduced handling time.
●Performed interim roles in leadership and quality control to maintain continuity.
Education
Graduate Certificate, Leadership
Central Michigan University – Mt. Pleasant, MI
Master of Arts, Educational Technology
Central Michigan University – Mt. Pleasant, MI
Master of Science, Human Resource Administration
Central Michigan University – Mt. Pleasant, MI
Bachelor of Science, Business Management
University of Phoenix – Glenwood, AZ
Certifications & Professional Development
●Lean Six Sigma Blackbelt Certification, Lawrence Technological University, 2017
●Project Management Principles, Oakland University, 2024
●Agile Project Management Concepts, Oakland University, 2024
●Pride in Excellence Award (3x Recipient), BCBSM
Community Involvement & Leadership
●Volunteer ESL Instructor, Siena Literacy Center (2017–2020)
●Delta Sigma Theta Sorority, Inc. – Committee Co-Chair (2020–Present)
●Gamma Phi Delta Sorority, Inc. – Youth Advisory Committee (2019–Present)
●BCBSM Leadership Development Association (2019–Present)
●Sankofa Coaching Program (BlueACTS – BCBSM) (2021–2023)
●Finance Organizational Alignment Committee – BCBSM (2013–2019)
●Volunteer Tutor, VITA Tax Prep, Forgotten Harvest, Gleaners Food Bank
●Skillmasters Toastmasters Club – Sergeant-At-Arms (2014–2018)
●Blue ACTS Employee Resource Network & POWER ERN
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