Suzanne Young
Pfafftown
Summary
Operations Director with versatile knowledge and experience successful at developing strategic plans and leading daily business activities. Proven skills in process optimization, problem-solving, resource utilization, vendor and project management. Ready to bring excellent communication, leadership and planning abilities developed over 25+ years of experience to a challenging new role.
Overview
27
27
years of professional experience
Work History
Operations Director
MedCost
Winston-Salem
03.2020 - Current
- Responsible for the daily oversight of all activities associated with claims processing (TPA and PPO claims administration) and intake including front end processing, pricing, claims correspondence, audits and testing.
- Developed and actualized strategies to drive productivity, efficiency, quality, service and cost-effective resource
- Evaluated claims auto price and auto adjudication to identity opportunities to increase.
- Technical resource for claim operations to build and design business requirements to continuously improve and drive process automation.
- Authorized operational guidelines and practices while assessing staff to meet performance objectives.
- Increased profits by effectively managing employees to ensure optimal productivity.
- Established and evaluated performance objectives and benchmarks.
- Led 35-member team and implemented proven tactics to boost productivity and support organizational mission.
- Devised methods to effectively execute programs and achieve performance goals.
- Relationship managed key operational vendors.
- Identified and drove continuous process improvement activities including Kaizen events.
- Acted as Business owner on adjudication system conversion.
Operations Manager
Medcost
Winston-Salem
06.2010 - 03.2020
- Managed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Collaborated with subordinate managers to assess needs and optimize activities.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Built strong operational teams to meet process and production demands.
Operations Supervisor
MedCost
Winston-Salem
09.2005 - 06.2010
- Trained, mentored and motivated employees to maximize team productivity.
- Completed performance evaluations.
- Utilized active listening skills to quickly resolve problems and escalated larger issues to Manager.
- Supervised daily operations by supporting continuous delivery of excellent services and care.
- Supervised team of 15 Claim Analystss and 6 Mail Services Clerks, promoting positive work environment through effective communication, active engagement and hands-on assistance.
EDI Coordinator
MedCost
Winston-Salem
09.1998 - 06.2005
- Monitored records and files transmissions to customers to ensure smooth and error-free deliveries.
- Minimized issues by helping train customer service team members in methods for supporting EDI activities.
- Developed and strengthened business partner and customer relationships.
- Provided status updates to keep upper management informed and to reach goals.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Developed and executed plans for increasing 837 claim receipts and decreasing paper receipts.
Education
Associate of Arts - Business Management
South Essex College (United Kingdom)
Southend-on-Sea, 06.1989
Skills
- Strategic skills
- Staff management and development
- Communication skills
- Teamwork and collaboration
- Leadership
- Continuous process improvement and optimization
- Troubleshooting and problem solving
- Time management
- Integrity
Timeline
Operations Director
MedCost
03.2020 - Current
Operations Manager
Medcost
06.2010 - 03.2020
Operations Supervisor
MedCost
09.2005 - 06.2010
EDI Coordinator
MedCost
09.1998 - 06.2005
Associate of Arts - Business Management
South Essex College (United Kingdom)