Ericka B.

Background

About Ericka B.

As a Network Operations Manager at Optima Health, my primary focus is on enhancing provider relations through effective management, leadership, and process improvements. With a six-year tenure in this role, I adeptly manage a vast provider network of consistently achieving external Service Level Agreements (SLAs) at a 95% rate. My time management skills are evident in producing monthly Key Performance Indicator (KPI) reports, driving process optimization and quality assurance. My background is enriched with experiences in Medicare compliance, broker enrollment, and call center operations from previous roles at Amerigroup and Optima Health. In these positions, I demonstrated strong leadership by successfully onboarding agents, supporting broker activities, and collaborating with health plan managers, all while supervising a team of over 12 employees. My commitment to process improvement significantly enhanced call center efficiency by 20% through strategic cross-training and resource accessibility enhancements. Key strengths include strategic leadership, advanced analytical skills, and a problem-solving mindset. I am adept at managing time and resources to improve HIPAA awareness, align policies with regulatory standards, and test new software implementations. My goal is to continuously pursue excellence, ensuring high-quality service delivery to both internal and external customers.