Adrian Quan

Background

About Adrian Quan

As an Operations Manager with over 17 years of experience, I specialize in driving compliance, operational efficiency, and process optimization across healthcare and contact center environments. My expertise spans appeals and grievances oversight, KPI monitoring, technology integration, and cross-functional collaboration to deliver measurable improvements in member satisfaction and regulatory adherence. At Molina Healthcare, I managed a team of 200+ agents and 5 supervisors across 18 states, achieving an 86% grievance resolution accuracy by implementing targeted training programs and automated workflows. I spearheaded the transition to advanced case management systems like PowerApps and SharePoint, reducing resolution delays by 24+ hours and ensuring compliance with CMS standards. SELECTED ACCOMPLISHMENTS · Improved grievance resolution accuracy from 55% to 86% within four months through boot camp training programs and streamlined processes. · Reduced manual workflows by implementing PowerApps and SharePoint automation, increasing team efficiency and compliance reporting. · Directed the adoption of VAM software to enhance appeals and grievances oversight across all operating regions. My approach focuses on leveraging technology, fostering high-performance teams, and aligning operational goals with organizational strategies. If you’re seeking a leader to enhance compliance, streamline processes, and deliver exceptional member outcomes, feel free to connect or reach out at adrianiquan@gmail.com. Key Skills: Appeals & Grievances Oversight, Compliance & Regulatory Adherence, Workflow Optimization, Contact Center Leadership, KPI Monitoring, Technology Integration, Process Improvement, Member Advocacy, Cross-Functional Collaboration, Team Training & Development.