Susanne T.

About Susanne T.

30+ years of progressive leadership, spanning operational business administration, financial, service, and systems5+ years using Lean methodology, with customer-focused management and Agile developmentAdaptable leader able to think strategically with attention to detailsContinuous learner able to master processes and systems quicklyExcellent written and verbal communication skillsCollaborative leader and team participant

Experience

1. Sr Director

   Coordinated Care

   Aug 2015 — Present

   Provide oversight of daily operations of customer service (member and provider services), member grievances and non-clinical appeals departments, and reception/mail room for health plan, including individual exchange and Medicaid health insurance industry productsParticipate on national strategy teams to create Centene-wide improvement strategies for customer interactions and customer relationship management systemSuccessfully use problem solving and project management skills for cross-functional implementations and to improve operational processes to meet or exceed contractual requirementsProvide operational dashboard metrics, and status reports to executive leadershipProvide supervisory performance and career development for management team and staff Stabilized and improved both quality and service level metrics to exceed goals in the first year, while tripling the size of department from 26 to 88 staff to meet growth needs

Education

• University of Alaska Anchorage

  AAS, Small Business Administration/Management

  1985 — 1987

• Gonzaga University

  Bachelor's degree, Organizational Leadership

  2004 — 2010