Julie Wolfer, BBA

Experience

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  Verizon Wireless

  Sept 1992 - Jun 2000

  Lead Accounting Representative

  • Responsible for implementation of Cellular compensation plans for over 300 direct sales employees generating several million dollars.

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  Darwin Networks

  Jun 2000 - Jun 2001

  Manager, Customer Service

  Reported to the Regional Operations Manager and responsible for ISP and Telecom day-to-day management for technical and operations Incoming Call and Dispatch Center. Managed Credit, Collections, and Accounts Payable. (out of business)

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  Ygnition Networks

  Sept 2001 - Sept 2003

  Director, Customer Support/Technical Support

  Reported to the COO and responsible for ISP day-to-day management for the Incoming, Outgoing, and email support Call Center and technician dispatch including planning and forecasting.

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  T-Mobile

  Oct 2003 - Jun 2004

  Supervisor, Financial Care Outsource Operations

  Developed, negotiated, and implemented contracts, KPI’s, Cellular operations support, Training, and Quality Assurance for Financial Care Outsource Operations with our strategic Financial Service partners throughout of the US and Canada. This included Outbound Collections, Consumer Credit Review, Handset Rebates, and Directory Assistance centers. Managed the workflow and calibration for 10 Quality Managers and 15 Training Managers within these call centers.

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  2Wire, Inc.

  Aug 2004 - Jan 2007

  Supervisor, Techical Support

  Provide leadership to a team to ensure quality customer service and maintain Service Level Agreements. Supervise day-to-day operations in a technical support call center environment. Achieve business objectives and performance goals while ensuring operational efficiencies through planning, continuous monitoring and analysis of the call center operation. Deliver excellent internal and external customer satisfaction by demonstrating exemplary leadership.

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  Solectron Corporation

  Feb 2007 - Aug 2007

  SW Regional Manager

  Managed cellular/wireless installation and service operations by providing leadership and direction to Area Team Leaders and their technicians. Responsible for recruiting, staffing, training and development, performance management and team communications within the Southwest region, while maintaining an adequate and efficient workforce to ensure proper staffing. Ongoing extensive client interaction to ensure that the technicians are meeting the needs of the client including account management reports and budgeting. Provided leadership in customer service technical retail operations at 29 locations in 5 states throughout the Southwest region with 150 employees and 8 supervisor direct reports. Show less

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  TriCity Cardiology

  Oct 2008 - Jul 2015

  Supervisor

  Provide day-to-day leadership and systems administration support to the secretarial/discharge staff and communication department monitoring incoming, outgoing, and email support call center. Managing scheduling, operator, hospital, new patient, and physician support phone lines. Monitor call center traffic and volume providing redirection of calls based on business need. Maintain and upload physician call calendars, systems templates, and call center performance reporting. Provide management to the front office staff including registration, greeting, discharge, and secretarial physician support. Responsible for daily deposits and monitoring of payments and collections. Provide physician support through monitoring of daily physician schedules, procedures, and discharging of patients. Ensure employees are performing work in accordance with corporate policies and procedures. Oversee/monitor training for new and existing employees. Show less

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  Banner Health

  Jul 2015 - Apr 2016

  Practice Supervisor - Pediatric Cardiology and Cardiothoracic Surgery

  Provided day-to-day leadership to the non-physician staff and operational support the physicians. Manage scheduling, front office, and clinic staff. Monitor call traffic and volume providing reallocation of resources based on business need. Collaborate with lead physicians and management team to develop and maintain call and clinic schedules. Continuously monitored the operations and workflow and revised operational procedures as necessary in alignment with system practices to ensure efficiency and drive extraordinary results. Responsible for all key performance indicators. Finance - including ensuring proper controls and practices were followed and documented to secure the financial viability of the practice. Customer – ensured data was monitored on a regular basis and staff was constantly exhibiting behaviors and services that our patients expect and deserve. Coached staff as appropriate to optimize the patient experience. Operations – constantly identified and implemented areas for improvement and efficiencies including identified quality indicators. Redesigned 2 office locations for clinic flow and staffing efficiencies. Learning – ensured an environment that supported high employee and physician engagement and continued education and learning.Provided leadership, promoted teamwork and collaboration within the medical group and within the Banner system. Selected, on boarded, developed, rewarded, retained, and provided transparent performance feedback to all staff, leaders, and physicians. Ensured compliance for various accrediting bodies and government agencies and performed all necessary reviews, audits, education, and training to maintain compliant status. Assists upper level management with position development and strategic planning as necessary. Show less

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  24-7 Intouch

  Aug 2016 - Nov 2017

  Operations Manager

   Provide day-to-day operations and leadership to ensure and improve the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies. Financial - Review financial statements and data. Utilize financial data to improve profitability. Plan effective strategies for the financial well-being of the company. Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to regulations, policies, and procedures. Human Resources – Assist in organizing recruitment and placement of required staff. Establish work schedules. Supervise staff. Monitor and evaluate performance. Production - Coordinate and monitor the work involved in production. Monitor performance and implement improvements. Ensure quality of service provided. Manage quality and quantity of employee productivity. Provide technical support where necessary. Communication - Monitor, manage, and improve the efficiency of support services such as IT, HR, and Workforce. Facilitate coordination and communication of our vendor/client relationship. Strategic Input - Liaison with upper management. Assist in the development of strategic plans for operational activity. Show less

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  Grainger

  Dec 2017 - Jan 2020

  Customer Experience Supervisor

   Provide day-to-day operations and leadership to ensure and improve the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies. Financial - Review financial statements and data. Utilize financial data to improve profitability. Plan effective strategies for the financial well-being of the company. Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to regulations, policies, and procedures. Human Resources – Assist in organizing recruitment and placement of required staff. Establish work schedules. Supervise staff. Monitor and evaluate performance. Production - Coordinate and monitor the work involved in production. Monitor performance and implement improvements. Ensure quality of service provided. Manage quality and quantity of employee productivity.  Communication - Monitor, manage, and improve the efficiency of support services such as HR, and Workforce.  Strategic Input - Liaison with upper management. Assist in the development of strategic plans for operational activity. Show less

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  Centene Corporation

  Aug 2020 - now

  • Claims Operations Manager

    Mar 2023 - now

  • Supervisor, Claims Operations

    Aug 2020 - Mar 2023