Shayna User
@shaynauser
I lead managed care operations and care coordination teams supporting high-risk member populations.
United StatesWhat I'm looking for
At Centene Corporation, I lead a 20-member Care Coordination team serving members with complex medical, behavioral, psychosocial, and social needs.
I oversee contact center operations, including inbound and outbound workflows, staffing, service levels, quality, productivity, and member experience. I’ve exceeded telephone service and quality KPIs while supporting outreach, healthcare navigation, referrals, and coordinated care.
I develop SOPs, improve workflows, manage vendor and cross-functional partnerships, and created a quality audit tool adopted across departments. I also led audit-readiness efforts that maintained 100% performance on NCQA audits.
Over more than 11 years in managed care, I’ve grown from Customer Care Professional to Care Coordination Manager. I coach, mentor, and develop teams, maintaining zero team turnover across six years of leadership.
Experience
Work history, roles, and key accomplishments
Led a 20-member Care Coordination team for complex and high-risk member populations, overseeing outreach, healthcare navigation, and contact center operations. Achieved 100% on NCQA audits and maintained zero team turnover over six years of leadership.
Supervised day-to-day care coordination and contact center operations, monitoring call queues, productivity, and quality audits. Coordinated schedules, recruited and trained staff, and collaborated across departments to improve workflows.
Monitored daily phone queues and staff productivity, trained new coordinators, and conducted inbound/outbound calls to assess member needs. Performed quality audits and facilitated care transitions for members.
Facilitated care coordination and member compliance through appointment verification and lab result retrieval. Coordinated referrals and outreach for pregnant and non-pregnant members, collaborating with multidisciplinary teams.
Resolved member concerns and educated members on health plan benefits through targeted outreach. Managed high volumes of calls to complete health risk assessments and coordinated primary care appointments.
Education
Degrees, certifications, and relevant coursework
Centene Corporation
Management Institute Graduate, Professional Development
2020 - 2020
Graduated from the Centene Professional Development Management Institute.
High School
High School Diploma, General Studies
Completed high school education.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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