Shawn Sapp

Manage daily operations of Customer Service team including order entry, product allocation and delivery coordination to ensure product is received by customer On Time In Full as requested. Exercise Process Improvement principles to increase efficiencies within the order entry process. Successfully transition an in office/in person team to 100% remote to accommodate COVID-19 safety protocols without losing productivity or decreasing customer satisfaction. Implemented new CRM Salesforce.com resulting in increased efficiency and improved turnaround times.

Recruited to establish Practice Engagement Team and stabilize contact center operations. Promoted to Senior Project Manager to lead multiple key project efforts supporting growth in the region. Developed and recruited Practice Advocate team to provide single point of contact for affiliate practices within the network. Manage Customer Service Program including day to day contact center operations, staff training and coaching, policy development, review, and evaluation. Lead cross functional workgroup to resolve outstanding inquiries and establish service level targets to decrease turnaround times from over 100 days to less than 5 days. Lead project team to create Large Group Onboarding Process that coordinates key functions across entire organization to flawlessly execute implementation of large provider group contracts. Supported complete cycle of Project One Washington to align regional Population Health teams including Medical Management, Quality and Risk, IT, and People Services which resulted in improved scalability including savings in FTE of over $100k.

Plans, directs, and manages the activities of the technical business support services team within the Federal Employee Program division. Provides project oversight of FEP non-recurring projects. Represents FEP through interactions with all levels of management, vendor partners, clients, government entities (FEP Director’s Office and FEP Operations Center) and outside consultants.

Supported providers and various internal departments by mentoring staff, monitoring workflow, maintaining performance measures and ensuring timely and ideal provider service while adhering to State, Federal and company guidelines. Oversight of daily team operations including performance and resource management, planning, organization and direction of activities, correspondence and appeals and assisting with clarification on claims and processing.

Responsible for leadership of member service teams, servicing multiple products across state lines and with staff located in multiple offices. Included accountability for member interactions (member/non-member, provider, broker and employer), member education, correspondence, grievance and effective member issue resolution consistent with the Cambia Cause. Managed and collaborated with multiple project teams throughout all affiliate states in support of service activities.

Responsible for the research, analysis, development, and recommendation of next steps that support the success of the operations teams. Responsible for voicing needs of service teams and making recommendations regarding tools and/or processes that best support specialists’ ability to give exceptional member service.

Supports members, providers and various internal departments by mentoring staff, monitoring workflow, maintaining performance measures and ensuring timely and ideal member service while adhering to State, Federal and company guidelines.