Susan Hegarty
A Vendor and Call Center Management Expert specializing in sales management, customer experience, vendor contracts, call center development, risk mitigation, offshore outsourcing, and process optimization
- Role
- Operations Lead Healthcare Call Center Operations at UnitedHealth Group
- Location
- Texarkana, TX, US
- LinkedIn followers
- 500 followers
About Susan Hegarty
I’ve always been drawn to roles where I can make an immediate impact—stepping into…
Experience
Operations Lead Healthcare Call Center Operations
Aug 2024 — Present · Texarkana, TX, US
Lead and mentor a team of 15 Customer support agents on call protocols, QA/KPI metric standards, phone scripting, contract regulations, documentation accuracy, and service excellence standards set by the US Department of Veterans Affairs.• Orchestrate weekly coaching sessions, elevating adherence standards from 80% to 95% within six months.• Schedule healthcare services for Veterans and Active Service Members currently under review for open compensation, disability, and retirement claims; ensuring strict adherence to the US Department of Veterans Affairs contract requirements.• Launched a comprehensive training program outlining scheduling protocols, compliance, and crisis procedures; increased my team\'s adherence to HIPAA protocols by 40% and reduced scheduling errors by 25%.• Proactively monitor SLAs, KPIs, agent schedule adherence, and queue performance to maintain high operational standards.• Handle escalated behavioral health calls and provide immediate intervention according to crisis response protocols.• Leverage Microsoft Office, Teams, SharePoint, and Power BI for case management, reporting, and internal communication.
Education
Saint Leo University
Bachelor of Business Administration - BBA, Business Administration and Management, General
1999
Greater Lehigh Valley Real Estate Academy
PA Real Estate License, Real Estate
2021
Lycoming College
Associate of Science - AS, Elementary Education and Teaching
1993
Skills
- Process Improvement
- Leisure Travel
- Management
- Team Building
- Remote Monitoring
- Telecommuting
- Telecommunications
- Microsoft Office
- Sales
- Business Travel
- Calibration
- Crm
- Employee Training
- Program Management
- Customer Satisfaction
- Training
- Call Center Development
- Staff Supervision
- Travel Arrangements
- Account Management
- Change Management
- Team Leadership
- Interviews
- Performance Metrics
- Leadership
- Virtual Teams
- Customer Experience
- Sales Management
- Call Center
- Travel Planning
- Incentive Travel
- Social Media Optimization (Smo)
- Call Center Start-Up
- Travel Management
- Cross-Functional Team Leadership
- Catalogs
- Online Travel
- Project Management
- Metrics Reporting
- Queue Management
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