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Tevin Allen

@tevinallen

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Member-centered healthcare leader with 8+ years of experience.

Jamaica

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What I'm looking for

I am seeking remote leadership opportunities to support health-focused organizations in achieving operational excellence and employee development goals.

I am a member-centered healthcare leader with over 8 years of experience in care coordination, quality assurance, and process improvement. My journey has been marked by a commitment to enhancing member satisfaction and operational excellence within high-volume service environments. I have successfully led teams in both remote and in-person settings, utilizing data-driven initiatives to streamline operations and achieve measurable outcomes.

Throughout my career, I have honed my skills in designing impactful learning strategies and collaborating across functions to drive quality improvements. My experience includes managing quality oversight for contact center teams, conducting HIPAA-compliant audits, and coaching staff to enhance care delivery. I am passionate about leveraging CRM tools to improve member engagement and am dedicated to supporting health-focused organizations in achieving their operational goals.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Manager

Current

Sagility

Apr 2021 - Present (4 years 1 month)

Led quality oversight for contact center care coordination teams, directing HIPAA-compliant audits. Collaborated cross-functionally to streamline patient experience and reduce escalations. Trained and coached teams on compliance and care coordination workflows, leveraging CRM tools like Genesys and CSI daily.

Care Coordination Auditing HIPAA Genesys Team Leadership Escalation Management Root Cause Analysis Communication Skills Project Management Customer Relationship Management Quality Assurance Client Relationship Management

Current

Workforce Training & Dev. Consultant

Current

HEART/Trust NSTA

Jul 2020 - Present (4 years 10 months)

• Deliver competency-based training in Customer Service, Customer Engagement, Business Management and Business Administration for employee upskilling across Levels 1-3 National Vocational Qualifications

Capacity Building Materials Training And Development Business Management Business Administration Customer Service Customer Success Customer Relationship Management Customer Engagement Customer Experience

Training and Quality Manager

HGS Healthcare

May 2021 - Dec 2022 (1 year 7 months)

Directed quality and training strategy for healthcare advocates, ensuring compliance with HIPAA, CDAG, ODAG, and NCQA protocols. Managed appointment coordination processes and oversaw onboarding, SOPs, and team development. Integrated member experience data into quality feedback loops for improvement planning.

Onboarding Quality Management HIPAA SOP Development Member Experience

Process Improvement Analyst

Humana

Jan 2019 - May 2019 (4 months)

Developed program plans, goals, and milestones for evaluating staff performance and healthcare operations effectiveness. Analyzed staff performance risks and developed mitigation strategies for executive leadership. Created performance dashboards and strategic improvement plans using contact center data.

Process Improvement Performance Analysis Risk Mitigation Strategic Planning Data Analysis Dashboards

Healthcare Trainer

HGS Healthcare

Jun 2019 - Apr 2021 (1 year 10 months)

Delivered onboarding and upskilling programs tailored to healthcare regulations, contracts, and performance metrics. Trained frontline staff on HIPAA, member privacy, and de-escalation strategies in high-pressure environments. Produced training impact reports for leadership based on member outcomes and operational trends.

Onboarding HIPAA Performance Metrics Training Impact Reporting

Quality Assurance Analyst

Humana

Jun 2017 - Dec 2018 (1 year 6 months)

Created and revised procedures, checklists, and job aids to reduce error disputes and improve service time and quality. Audited member service interactions weekly to identify quality risks and compliance issues. Led root cause analysis and improvement initiatives to reduce escalations and enhance care coordination.

Quality Assurance Auditing Compliance Root Cause Analysis Care Coordination Process Improvement

Brand Advocate

Humana

Dec 2016 - Jun 2017 (6 months)

Scheduled appointments and responded to member inquiries regarding healthcare services and products. Exceeded KPIs through empathetic member support and informed product guidance.

Scheduling Customer Support KPIs Product Guidance Healthcare Services