S

SARA GRAHAM

Chart Retrieval Operations Manager -CHANGE HEALTHCARE

Flowery Branch, GA 30542

saragrahamandmore@gmail.com

770-883-0465

Operations professional skilled in client relations, call center management, process improvements, policy
documentation and leadership development.

WORK EXPER IENC E

Chart Retrieval Operations Manager

CHANGE HEALTHCARE
January 2019 to present
Reduced operational costs and lost revenue by 8.5 million by restructuring call center, negotiating reduced chart invoiced
costs with ROI vendors. Reduced staff costs through implementation of more effective processes. Developed improved
reporting and production management.

Six Sigma Yellow Belt Certification

Director of Operations
CHARTFAST
April 2018 to November 2018
Redesigned document solutions, call center and field retrieval procedures: successfully set up and implemented improved
ways of processing patient records; created and implemented a new calling model to better address high retrieval volume.
Created new Policies and Procedures Manual & Training; Set up new job descriptions and responsibly. Restructured staff to
optimize productivity.
Created and implemented daily productivity reports to track, measure and forecast document processing.
Designed and set up new process for optimizing copy fee invoice processing. Worked with Copy Fee Vendors to reduce
costs. Managed off shore teams. Participated in weekly client calls and worked closely with Client Services to improve
client experience.

Service Desk Site Manager

INTELLITEACH
April 2017 to March 2018
Manage operations for a 24/7-134 member inbound/outbound IT service desk. Dedicated and Leveraged team
management. Leadership development. Process and procedure review and development, WFM oversight.

Director, Contact Center Operations

INDEGENE
J a n u a r y 2017 to April 2017
Implementation of an inside sales contact center from startup. Responsibilities include process and procedure development,
client contract management, recruitment, system setup, and process oversight. Successfully implemented three programs
utilizing multichannel marketing including Live video presentations before program was phased out.

Director, Call Center Operations

PROCARE RX
March 2014 to January 2017
Directed 9 call center programs across two locations. Reports included 6 managers, a corporate trainer, a QA Specialist &
113 CSR's with dotted line leadership of 76 addition call center staff on the west coast. Managed PBM, PHARMA, Hospice,
card & letter production. Developed & tracked workforce management reporting, performance, training & payroll across
multiple locations. Conducted client meetings & oversaw implementation of new projects. Corporate quality improvement
committees chair and URAC accreditation coordinator.

Trainer and Program Developer

NGHC
2000 to 2014
Developed curriculum and trained on special education needs

Sales Representative
Urban Housing
2010 to 2011
Managed call requests from the first call through final contract.

EDUCATION

Business Administration
Toccoa Falls College - Toccoa Falls, GA
October 2018 to December 2020

BUSINESS ADMINISTRATION
GEORGIA STATE UNIVERSITY
1996 to 1997

CORNERSTONE COLLEGE
1989 to 1992

SKILLS

• SIX SIGMA YELLOW BELT

• PAYROLL
• ACCOUNTS PAYABLE MANAGEMENT
• EXCEL, WORD, POWER POINT
• ORACLE
• SALES FORCE
• CONTIVIO AUTODIALER CAMPAIGN MANAGEMENT
• WEBEX, GOTOMEETING
• NETDOCS
• LEADERSHIP DEVELOPMENT
• ADOBE PRO
 • AUDIT COMPLIANCE
• HIPPA COMPLIANT

LINKS

http://www.linkedin.com/in/sara-graham-4656ba91