Heather Calvin

Background

About Heather Calvin

I am a strong, driven thought leader who leverages the relationship building I have done throughout my career as well as my use of data driven fact-based decision making to relentlessly mitigate issues and drive improvement throughout the organization in pursuit of quality in the areas of customer service, employee development, provider experience, employee experience, Early Warning Systems and beyond. I love to dig in, research, analyze, and find root causes & implement solutions. The first few years of my career at UHC I was a call center supervisor, promoted to Business Manager, asked to lead the Provider Call Operation in STL to transform performance to meet KPI’s within 90 days. I talked with people, identified issues, implemented action plans and WE succeeded! Many of these employees went on to be promoted to new roles at UHC. Promoted to Manager Business Process as Chief of Staff for Provider Call. Managed Ops Managers, KPI & MBO goal setting, FCR & Contact Rate performance and was the Business Process Owner. In 2010, my husband took a role that relocated our family to Malaysia, so I left UHC always planning to return when we relocated back to the USA. I returned 2 years later as a Business Process Consultant responsible for developing a Provider Experience Program for Provider Call including reporting, tracking and a constant flow of insights from provider surveys. Developed the PEI a performance capability that measured how the business was doing at providing satisfying service via the call channel through internal KPI’s that correlated with survey scores. My team was then absorbed by the shared services SEC team, where I created a synthesized listening post analytic, deploying Nexida to Provider Call and Quest and bought insights from call listening, surveys, and other data sources to the organization monthly, this call was highly and widely attended. I was then recruited by ARA and was promoted to Senior Business Analyst Consultant supporting Provider Service Call Operations in June of 2019. In my current role I assess Business Requests, Develop Problem Statements, Determine Analytical Approaches, Create Project Plans, Execute Analytics, Deliver Insights & Outputs & Recommend Solutions. Over my career at United Healthcare, I have promoted from within every few years (5 times), I love to learn and grow and do great work! I am always excited for the next great opportunity!