At Centene Corporation, I serve as the escalation point for process and system questions across 28 state health plans. I write the SOPs, knowledge articles, and escalation paths used by 4,000+ users, and led a coaching program that cut documentation errors 20%.
At Pyx Health, I managed quality monitoring and escalations for behavioral-health member engagement, including real-time intervention on crisis-level calls. I also redesigned onboarding, cutting agent ramp time from 45 to 30 days.
At 83bar, I supervised remote contact-center shifts for 110+ staff, including licensed RNs, and handled final-tier patient complaints. I raised QA scores 30% and cut handle time 15%; at Arise Virtual Solutions, I rebuilt Sears training for virtual delivery, raising completion from 38% to 97%.
