Open to opportunities

Michael Wyant

@michaelwyant

Message

I lead healthcare contact centers serving high-volume provider and member operations.

United States

Message

What I'm looking for

I'm looking to lead healthcare customer or contact center operations where I can build high-performing teams, improve workflows and service delivery, strengthen quality and compliance, and scale customer experience programs.

At EmblemHealth, I lead 75+ contact center agents supporting utilization management intake for providers and members, handling more than 1,000 calls daily while maintaining 97% quality scores and under two-minute after-call work time.

I've launched and managed a Stevie Award-winning contact center, built KPI scorecards and quality audit programs, and designed a remote work-from-home call center model. I partner with IT, clinical operations, and provider relations to improve workflows, service delivery, compliance, and customer experience.

Previously, I managed high-volume patient scheduling and customer support at Jefferson Radiology, connecting physicians, referring offices, technologists, and patient services.

Experience

Work history, roles, and key accomplishments

Current

Manager, Call Center & Utilization Management Intake Operations

Current

EmblemHealth

Jan 2018 - Present (8 years 7 months)

Lead and develop 75+ contact center agents supporting utilization management intake operations, overseeing teams handling 1,000+ calls per day from providers and members. Maintain 97% quality scores, sustain under 2-minute after-call work time, and led the launch of a Stevie Award-winning contact center.