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Michelle L.

McHone
115 Beavers Bend Dr. Gunter, TX 75058
H-903-696-0225 M-903-357-8945
mm4f6c5a@westpost.net

EXPERTISE
I am an experienced and dedicated Operations Executive with exemplary problem so
lving skills. I enjoy learning and fostering change in a quality environment. I
am a Certified Six Sigma Black Belt with a proven track record of positive turna
round of departments and projects and am looking for a role where I can continue
to learn and advance.
* Healthcare, Clinical and Pharmaceutical Operations Management
* Six Sigma, ISO, OSHA, HIPAA and Compliance Management
* Certified SSBB/ Senior Project Manager for $1M-$100M projects
* Healthcare and BPO Call Center and Claim Ops Management
* Human Resources and Employer and Employee Relations Expert
* Customer, Client, Vendor, Auditor and Employee Care Expert

EMPLOYMENT
National Account Executive, 2009- 2010
Stellar Global, Inc, Irving, Texas- Top BPO Company
* Handled all clients and sales for the entire US and the Philippines for onsho
re and offshore needs, seats, setup and implementation
* Acted as the sole call center expert handling location, real estate, rebates a
nd incentives, and integration of sites
* Handled selection of all vendors including MBE/WBE selection, vacant call cent
er sites, hardware, software, staffing and purchasing based on client needs
* Six Sigma, ISO, OSHA, HIPAA and compliance expert and project manager
* Prospect identification and completion of Salesforce.com, development and com
pletion of client presentations, completion and submission of timely ROI's and R
FP's
* Membership and monitoring of multiple RFP sites both government and non-govern
ment
_________________________________________________________________________
Business Project Manager/Assistant Director, 2003- 2009
CIGNA Healthcare, Denison, Texas- Top 5 Health Insurer
* Successfully managed, refined, analyzed and implemented improvements in multip
le departments that positively impacted the company through more than $75M in co
st savings
* Held various Manager and Assistant Director roles in Quality, Policy and Proce
dure, Billing and Revenue, Consumer Driven Products, CDP-Combined Deductibles an
d Customer Care reporting measurable improvement in all areas
* Facilitated onsite and offsite audits including Sarbanes-Oxley, HIPPA, Quality
, DOI and more
* Six Sigma Black Belt managing projects that saved the company in excess of $50
M in soft and hard savings from 2007-2008
* Led teams up to 200 employees to success through mentoring, coaching and leadi
ng by example
* Handled HR responsibilities including interviewing, hiring, discipline, and te
rmination of employees, FMLA, STD/LTD, EAP and more
* Developed, approved and delivered all mid-year and annual performance reviews
from Exceptional to Needs Improvement, communicating increases, bonuses and stoc
k awards
* Analyzed, measured, projected and reported success of new projects while mento
ring Green Belts and Yellow Belts in training
* Communicated successfully with Executives up to and including the COO and CEO
of CIGNA as needed
* Demonstrated managerial courage in communications and written presentations t
o support findings, improvements, or need for change to Senior and Executive man
agement
* Recipient of the CEO's Community Caring Award, Service Operations Quarterly Aw
ards, and National Quality Award
_________________________________________________________________________
National Operations and Clinical Manager, 2002 -2003
Amerisource Bergen, Addison, Texas- PBM/Pharmaceutical Manufacturer /Health Mana
gement Systems, Dallas, Texas- Medicare Vendor
* Handled start up and implementation of clinical and customer service call cent
ers for a successful go-live and beyond
* Handled all staffing for both centers, interviewing and hiring all clinical st
aff including MD's, RPh's, RN's, LVN's to handle medical or critical contraindic
ation calls and dispatch of 911
* Implemented clinical programs for Oncology Clinical Trials and Pharmaceutical
and Medical inquiries, maintaining HIPPA compliance and ensuring verbal, written
and PHI compliance
* Successfully implemented and staffed Customer Call Center for pharmaceutical f
ulfillment and non-clinical inquiries
* Managed all clinical, exempt and non-exempt staff, handling all HR responsibil
ities (interviewing, hiring, discipline, mid-year and annual reviews, terminatio
ns and promotions as well as FMLA, STD/LTD, and EAP)
* Handled retention of clients and accounts resulting in a 99.7% retention rate
* Successfully retained all employees in all areas of the operation having 0% at
trition in all areas that I managed
_________________________________________________________________________
Business Manager/Account Manager, 2000 -2002,
United Healthcare, Plano, Texas- Top 5 Health Insurer
* One of 3 Site Managers for the Plano, Texas call and claim center managing 150
direct reports and more than 500 indirect reports. Acting Site Director in his
absence.
* Managed company's largest ASO account with more than 275,000 lives along with
a dedicated group of supervisors, call representatives, claim representatives, i
nternal and external auditors
* Acting local account manager for client ensuring client's satisfaction with UH
C, benefits, offerings, statistics and retention of business worth more than $55
M to the company.
* Successfully turned around specialized unit improving productivity by 35%, ret
ention by 40%, and improving client satisfaction survey results from an 85% in 1
999 to higher than 97% for 2000-2002
* Traveled for quarterly performance presentations to clients and acted as first
line contact for critical needs of the client or members.
* Implemented and trained HIPPA when rolled out for entire site
* Handled HR functionality for entire site conducting all exempt and non-exempt
screenings, interviewing, selection of candidates, background investigations, on
boarding, new hire orientation, benefits and training orientation, OTJ training
release and 90 day probationary oversight and release.
* Successfully improved all aspects of account relationship with the client and
improved lines of communication by allowing the client access to my department,
call monitoring and side by sides, and proactively communicating
______________________________________________________________________
Customer Service and Account Supervisor,1998 -2000
Merck Medco, Irving, Texas- Top 3 PBM/Pharmaceutical
* Managed teams of 25 to 100 employees to success, developing each individual to
improve metrics and performance to directly impact the company's bottom line
* Managed exempt and non-exempt employees including clinical staff such as nurse
s and pharmacists as the Team Lead for the company's largest project.
* Led and successfully implemented largest organizational project with resulting
in physician and customer satisfaction rating improvement of more than 60%
* Improved productivity and attrition through creative reward programs
* Responsible for all HR functions including interviewing, hiring, performance m
anagement, annual reviews, rewards and recognition and termination negotiations
with the Union representatives, supervisors and employees.
* Worked closely with the OCAW Union President and Vice President to ensure the
Union and the Company were meeting each other's needs, creating the first measur
able positive relationship between management and the Union
* Selected as Union Liaison due to my ability to positively communicate with the
Union representatives.
* Selected by a former US President to be their sole account manager after manag
ing a difficult situation for him relative to not receiving his prescriptions at
the right home.
* Handled escalations of high profile clients including the Screen Actors Guild,
and the US Government, resolving more than 99% to their satisfaction.
* Received multiple Manager and Team Awards for Performance

EDUCATION
MBA-Healthcare Administration 2005
BS-Business Administration 2002
Almeda University Boise, Idaho
REFERENCES AVAILABLE UPON REQUEST

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