Gloria Lusk

Experience

• 

  JPMorgan Chase

  Jun 1998 - Oct 2006

  Quality Lead
• 

  United Health Group

  Oct 2006 - now

  Optum Behavioral Operations, Manager

  OPTUM BEHAVIORAL OPERATIONS, MANAGER (2019-PRESENT)BUSINESS MANAGER (2012-2019)CUSTOMER SERVICE SUPERVISOR (2006-2012)• Promoted to Optum Behavioral Operations Manager working in conjunction with the Director of Administrative Services, Regional VPs, Medical Directors, Appeals, Clinical Directors, and Clinical Managers regarding day-to-day operations and the support our teams are providing.• Direct and oversee production initiatives ensuring turnaround times are met and following regulatory compliance standards.• Manage supervisors and frontline staff while serving as a significant support to Clinical Operations. • Perform research and collaborate with colleagues to assess needs, distinguish potential issues, and determine the appropriate intervention to enhance organizational effectiveness.• Partner with stakeholders to execute change management that aligns with company objectives and establish and/or review potential operational strategies, programs, and plans.• Coordinate with workforce management to track, review, update and forecast team capacity model.• Ensure that privacy/compliance issues that may impact the business are addressed and make updates to process flows as needed to prevent occurrences.• Preside over performance management by evaluating the team’s efficiency and ensuring productivity goal attainment. Show less