Angela Bradford

About Angela Bradford

I’m an operations leader with 10+ years of experience driving performance, transformation, and service excellence across Medicare, Medicaid, Commercial, and Individual markets. My career has centered on building scalable, high‑performing teams, strengthening operational frameworks, and leading organizations through complex change — all while keeping member experience at the forefront.I specialize in large‑scale transitions, omnichannel service delivery, regulatory compliance, vendor strategy, and digital operations. Whether stabilizing a newly integrated service organization, redesigning workflows, or optimizing performance metrics, I bring a balanced approach that blends strategic vision with hands‑on operational execution.Most recently, I led the enterprise transition of Total Health Care’s Customer Service operations into Priority Health, ensuring compliance alignment, service continuity, and a smooth experience for both team members and plan participants. I thrive in environments where transformation, cross‑functional collaboration, and operational rigor are essential.My leadership style is grounded in clarity, accountability, and continuous improvement. I’m passionate about developing teams, elevating service quality, and building operational models that scale.

Experience

1. Customer Care Operations Manager

   Priority Health

   Oct 2021 — Present · Southfield, MI, US

   Operations Manager, Customer Care Center2021 – Present Grand Rapids, MILead multi‑line Customer Service operations across Medicare, Medicaid, Commercial, and Individual markets, overseeing phone and digital service channels, vendor partnerships, and enterprise‑level performance outcomes.Key Leadership Contributions- Directed the full integration of Total Health Care’s Customer Service operations into Priority Health, leading change management, training, workflow redesign, and compliance alignment to ensure a seamless transition for team members and plan participants- Built and scaled a high‑performing Off‑Phone digital communications team, achieving 92%+ quality and 100% SLA compliance, strengthening Priority Health’s omnichannel service model- Improved operational efficiency by transitioning Medicaid calls to the Individual team, reducing cross‑training complexity and optimizing workforce allocation- Led Medicaid Renewal outreach strategy, resulting in 32% of previously unrenewed members retaining coverage, directly supporting enterprise retention goals- Designed and launched a nearshore vendor strategy for non‑phone communications, improving cost efficiency, scalability, and operational resilience- Introduced a dedicated Operations Quality Coordinator role to enhance vendor governance, quality oversight, and performance consistency- Maintained strong operational performance, including 10:20 AHT (with a year‑end goal of 9:98) and 92%+ quality scores across all teams- Partnered cross‑functionally with Compliance, IT, Workforce Management, and Product teams to strengthen service delivery and support enterprise initiatives.

Education

• Hillsdale College

  Bachelor of Arts - BA, English