Stephanie Eckstein

Manager, Operational Performance @Abarca Health

PA, US

Accountable for the definition, management, governance, and improvement of the Service Level Management Process.Lead the Performance Guarantees committee.Ensures that the customer\'s current and future Service level requirements are identified, understood, and documented.Plans and schedules the Service Level Management Performance Review meetings, document the results and improvement results.Share improvement results with account teamsOversee the analysis of data to discern trends, pinpoint areas for improvement, and strategically identify opportunitiesImplement and oversee improvement initiatives and projectsNegotiates and agrees on the levels of Service to be deliveredEnsures process owners have the appropriate reporting mechanisms that aligns with contracted client expectations.Acts as liaison between the SLA/Performance Guarantees committee and Abarca operational areas.Collaborate in the definition of key performance indicators (KPis) and metrics to measure service quality.Collaborate with cross-functional teams, including IT, customer support, and operations, to ensure SLAs are metIdentify potential risks to SLA attainment and develop risk mitigation strategies.Proactively address and resolve issues that may impact service levels.Maintain accurate records of SLAs, service metrics, and performance data.• Work closely with the Legal department to review, draft, and ensure the compliance of Service Level Agreements (SLAs) with relevant regulations, contractual obligations, industry standards and organizational policies.• Engage collaboratively with the Finance team to assess the financial implications of Service Level Agreements (SLAs), analyzing the impact of SLA adherence, variances on budgeting and financial impact.• Conduct performance reviews, quarterly/semiannual check-ins, and staff meetings to guide performance management and employee development efforts and manage toward departmental goals, including quality and process

North Pocono High School

High School Diploma