Open to opportunities

Hailey Fairburn

@haileyfairburn

Message

Customer-focused provider services team lead skilled in operations, training, and quality assurance.

United States

Message

What I'm looking for

I seek a people-oriented role where I can lead teams, improve processes, deliver excellent customer service, and grow into increased operational responsibility.

I am a dedicated provider services professional with progressive experience in customer service, operations, and team leadership within healthcare and nonprofit settings. I consistently achieve high-quality metrics, maintain audit readiness, and have been recognized for leadership potential.

As a Team Lead and Provider Services Associate, I deliver frontline support, manage escalations, produce performance reports, and support the full training lifecycle. I proactively identify trends, author process improvement requests, and ensure compliance with policies and regulatory requirements.

Previously I supervised staff, managed schedules, handled budgets and sensitive documents, and performed office management duties. I bring strong communication, Microsoft Office and BBI system skills, attention to detail, and a proven ability to meet deadlines in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Team Lead Provider Services

Current

Evolent Health

Mar 2025 - Present (11 months)

Serve as primary point of contact and frontline support for provider services, develop team performance reports, lead onboarding and training, and manage escalated member and associate issues to maintain service quality.

Customer Service Quality Assurance BBI Informa Word Teams Escalation Management Reporting Process Improvement

Provider Services Associate II

Evolent Health

Jan 2023 - Mar 2025 (2 years 2 months)

Provided high-quality member and provider support, maintained 99–100% call quality, exceeded performance metrics most of the year, performed audits and documented casework in BBI and Microsoft systems.

Member Support BBI Informa Microsoft Office Audit & Compliance Data Analysis

Assistant Supervisor

Cabell-Wayne Association of the Blind

Mar 2019 - Oct 2022 (3 years 7 months)

Supervised staff, managed scheduling and program budget, handled transportation and intake calls, performed clerical duties, produced monthly/yearly reports, and maintained sensitive client records.

Team Supervision Scheduling Microsoft Excel Reporting Cash Handling Program Management

Office Manager

Fairburn Furnishings

Nov 2016 - Mar 2019 (2 years 4 months)

Managed day-to-day office operations, handled payments and appointments, maintained calendars, supported owner-operator, and performed administrative and financial duties to ensure smooth business operations.