Del Allen

Experience

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  SC Department of Revenue

  Jan 1993 - Jan 1994

  Tax Analyst
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  Internal Revenue Service

  Jan 1993 - Jan 1993

  Internal Auditor
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  Blue Cross Blue Shield of South Carolina

  Jan 1994 - Jan 2003

  Manager

  •Managed high-level application design and integration with existing systems. •Developed and implemented new reporting strategies for the Managed Care area. Provider Contracting Review•Coordinated individual unit testing and project support during user acceptance testing for JAVA, RACF, CICS systems.•Designed and customized customer service system and telecommunications support. •Assisted in designing and customization of company Web site.

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  Affiliated Computer Services

  Jan 2004 - Jul 2005

  Client Services Manager

  • Supervised and guided UPS staff via the ACS Columbia data center Managed Client Care, NOC Operations/Call Center and Quality Control with an organization of over 60 people including all daily operations activities for 7X24 NOC.• Assist with complex client integration projects including SAP, Crystal, GIGABYTE, SQL, DB4, 4GL, CHECKSHIPPER, IMAGEPRO, COMMPREP, equipment ordering and vendor negotiations, testing, troubleshooting, installation, and implementation of upgrades or configurations to of Kodak scanners.• Integrated PC’s, Servers, Cisco, LAN/WAN and telecommunications, LAN Switching systems and cabling systems. • Communicate global network status (RAPID) and provide quality documentation as well as generate any other reports requested or required by UPS and BPO management. Administering Microsoft Active Directory/Lotus User Accounts• Establish and maintain project operating procedures as well as project priorities and schedule completion matrixes in coordination with UPS and management troubleshooting repairs and maintaining workstation hardware and software• Interact regularly with management, UPS and incumbents to constantly improve Network Engineering services. • Develop and manage budget of site including salaries, equipment and all day-to-day activities. • 10 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.• 15 years of experience supporting MS Office products (or other shrink-wrap software applications)• 10 experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken.• Develops branded marketing campaigns for new and existing initiatives as needed, including comprehensive marketing plans, logos, taglines, branded print collateral, promotional items, and original marketing copy. Show less

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  Aetna, a CVS Health Company

  Jul 2005 - Apr 2008

  Callcenter Manager

  • Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands, with use of Crystal , SAP, Symposium, Call Center Manager • Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives. • Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together. Technical training to end users. Show less

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  Performance Food Group

  Apr 2008 - Nov 2008

  Accounts Payable Manager

  • Ensure timely resolution to customer issues/inquires (e.g., vendor invoice status, payment, remittance detail, etc.) received through email or phone calls and ensure that follow-up protocol for keeping customers updated is followed• Document procedures and FAQs to assist the CSRs in responding to customer’s inquiries• Monitor business processes related to assigned function to determine their efficiency and protective value, and assure integrity in records, information and in systems in compliance with Company policies and standards, government laws and regulations• Review ACD, CMS, AR, GL, agent reports for teams and identify areas of opportunity• Coordinate with other departments to resolve issues involving the customer service department• Provide input on recommended solution for customer complaints• Compile customer service statistics, analyze customer inquiries by type and frequencies and work with management staff to eliminate or reduce inquiries• Develop training programs and presentations• Develop, maintain and create IVR and CMS system and User guides for IVR, CMS system. Show less

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  Centene Corporation

  Nov 2008 - Nov 2018

  Senior Director

  • Responsible for meeting all corporate State Medicaid/SCDHHS/CMS KPIs/guidelines for timeliness, quality, ASA, call quality. Successfully led the team to increase service levels to 98% • Manage and interpret data models of the member and provider service areas and communicate standards with dashboards and reporting. Led in the design and development of large, multi-vendor system integration projects in Medicare/Medicaid, directly contributing to over $1 million to the company’s yearly revenue. • Develop, implement and monitor policies and procedures for Member and Provider Services Departments. Monitor and create dashboards and reporting procedures to ensure compliance with Federal & State Contracting Standards, including Medicaid and Medicare. • Developed tactical roadmap for reporting dashboards to align strategies and technologies with future needs. Effectively integrate new strategies and technologies. Created and developed State wide Medicare & Medicaid provider and member outreach programs.• Coordinates all aspects of the quarterly calendar and flyers from creation to production and distribution, both print and online versions. Evaluates opportunities and creates submissions, as appropriate, for new and existing free and paid advertising opportunities, including calendar entries, publications, web site links or listings. • Design, develop, and implementation of Medicare and Medicaid health per CMS/SCDHHS/SC Medicaid protocols.Key Achievements• Executed implementation of $500K e-commerce feature, achieving key milestones on time and under budget, resulting in a 14% increase in annual revenue• Aligned existing e-commerce framework with expansion initiatives, increasing site traffic by 65% and generating $800K+ in new revenue in just nine months Show less

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  Exela Technologies

  May 2019 - Aug 2020

  Operations Project Manager

  • Managed the operational performance of claims payment accuracy and monitors the C2P process.• Provided regular monitoring and reporting of Key Performance Indicators (KPIs) and establishes best practice claims payment methodology based on the latest CMS claims payment rules.• Design and implement various policies and procedures for the C2P processes.• Provided exceptional service to providers and proactively identifies issues and problems through regular monitoring of KPIs, Data Analysis, and review of the company roadmap• Assist SVP in developing a departmental budget to include annual projections, actual monthly spending, and variance justification.• Forecast all resource requirements and identify and resolve all issues effectively and schedule all employee attendance.• Implements and administers a robust configuration and claims quality and auditing program.• Coordinated project management activities and resources with vendors and customers• Assisted with setting project milestones, timelines, and budget• Liaised with stakeholders to identify and define requirements, timelines, scope, milestones and objectives• Created and maintained project documentation, plans, and progress reports• Conducted quality control assurance testing to ensure adherence to requirementsKey Achievements• Supported customer program implementation, training, and onboarding 250+ users and achieving 100% adoption across 45 customers within one year• Drove product launch initiatives across website, social, and digital advertising platforms; managed $1M budget. Show less

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  ADP

  May 2021 - Jun 2023

  Project Manager
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  SC DHEC

  Jun 2023 - now

  Business Analyst