Operations Leader Behavioral Health & Patient Engagement

Gwendolyn W. Allen

Suffolk, VA *****

************@*****.*** 757-***-**** linkedin.com/in/gwen-wiggins-allen

OPERATIONS LEADER PATIENT ENGAGEMENT WORKFLOW OPTIMIZATION

Strategic Planning • Performance Management • Behavioral Health Operations

Operations Leader with 10+ years of experience in healthcare and behavioral health operations, patient and member engagement, workflow optimization, and recovery support. Skilled in leading teams, analyzing performance data, improving service delivery, and supporting individuals with mental health and substance use disorders. Experienced in peer support, interdisciplinary collaboration, and documentation in electronic health systems. Known for coaching with humility, building trust, and driving operational excellence.

CORE SKILLS

Operations Management

Workflow Optimization & Process Design

KPI Tracking & Data Analysis

Patient & Member Engagement

Behavioral Health & Recovery Support

Team Leadership & Staff Coaching

CrossFunctional Collaboration

Regulatory Compliance

Program Management

Change Management

Contact Center & Outreach Operations

TECHNICAL SKILLS

Microsoft Office Suite: Word, Excel, PowerPoint

Electronic Medical Records (EMR): HIP

Communication Platforms: Genesis

Data Tracking & Reporting Tools

Virtual Collaboration Tools: Teams, Zoom

Al: Sparks, ChatGPT, Co-Pilot

PROFESSIONAL EXPERIENCE

The Elevance Health Companies, Inc. (Remote – formerly Anthem, Inc.) 2016-2025

Manager, Wellness & Recovery Operations 2024 – 2025

Led two operational teams (10 staff) supporting behavioral health and recovery programs across multiple markets.

Assigned and balanced work queues, monitored productivity, and coached staff to meet performance expectations.

Analyzed KPI trends and operational data to identify gaps, propose enhancements, and improve member engagement outcomes.

Designed and optimized workflows to increase efficiency, reduce delays, and elevate service quality.

Ensured compliance with state certification requirements through credentialing oversight.

Served as liaison between frontline teams and leadership, elevating feedback to inform longterm process improvements.

Fostered a culture of continuous learning, accountability, and patientcentered service.

Anthem, Inc. (Remote)

Wellness & Recovery Specialist Lead 2016 – 2024

Delivered traumainformed, personcentered telephonic support to members with mental health and substance use needs.

Modeled recoveryoriented practices and leveraged lived experience to build trust and strengthen engagement.

Conducted interviews and hiring recommendations for Certified Peer Specialists.

Facilitated team meetings, trainings, and coaching sessions to support skill development and performance.

Integrated peerled approaches into service delivery models, improving member connection and outcomes.

Documented member interactions and progress in EMR systems (HIP).

Central State Hospital, Petersburg, VA

Peer Recovery Specialist 2015 – 2016

Facilitated treatment groups for adults with serious mental illness in forensic and civil settings.

Promoted recovery principles and patient empowerment through hospitalwide initiatives.

Developed educational and social programming to enhance patient engagement.

Provided advocacy and peer support to ensure patient needs and concerns were addressed.

Richmond Behavioral Health Authority, Richmond, VA

Peer Recovery Coach 2011 – 2015

Engaged individuals in recovery services, addressing barriers and strengthening community connections.

Facilitated educational groups and provided crisis support aligned with agency guidelines.

Collaborated with case managers and partner agencies to develop personcentered recovery plans.

Promoted empowerment, resilience, and longterm recovery success.

Bank of America, Richmond, VA

Customer Sales & Service Technician II 2008 – 2010

Served as primary liaison for financial institution customers in a call center environment.

Resolved billing and operational issues, improving customer satisfaction and retention.

Strengthened client relationships and supported longterm partnership goals.

EDUCATION

Bachelor of Science, Psychology — South University Online (Cum Laude)

Associate of Science, Business Administration — J. Sargeant Reynolds Community College (Magna Cum Laude)

PROFESSIONAL DEVELOPMENT

People Leaders Program — Certificate of Completion - Elevance Health

CERTIFICATIONS & MEMBERSHIPS

Certified Peer Recovery Specialist — Virginia Certification Board

Member — Commonwealth of Virginia, Department of Health Professions, Board of Counseling

Member – The Association for Peer Support – The Copeland Center

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