Tracy McNamara
Hampton, Virginia 23663
757-575-1201 | Tracykat1@yahoo.com | http://www.linkedin.com/in/tracy-mcnamara-5844a0126/
Experienced Supervisor and Project Manager
Leadership / Training / Skills Development
Career Experience
HSAs, HRAs, FSAs/Third Party Administrators Supervisor 2/10/20 – Present
HealthEquity/Conduent/WageWorks, Chesapeake, Virginia
Leading daily operations of a 4–35-member team with key responsibility for product knowledge and processing for
Members’ worldwide. Maintain daily records, timecards, update reports for associates and verify payroll. Monitor KPIs, CUCI, Finesse for analysis and performance.
Selected Accomplishments:
• Less than a year was placed as Supervisor of the SME team (Subject Matter Experts) continuing to present.
• Added to the SME team responsibilities was supervising the Quality Assurance Team located in Chesapeake.
• Appointed HIPAA Champion for HIPAA, (Health Insurance Portability and Accountability Act), with the responsibility of tracking and confirming of all HIPAA violations for both sites; (Chesapeake, VA/Cary NC). Follow-up of corrective actions for HIPAA and Security violations.
• Given the additional responsibility of RTA (Real Time Adherence) utilizing Cisco Unified Intelligence Center alongside of Cisco Finesse. Updating team member’s schedules that were out of adherence, tardy, absent and/or a NCNS within the Supervisor Web Station of IEX/NICE.
• Became a committee member of Generations: Employee Impact Group. Responsible for the production behind the scenes of the committee Yammer Jammer sessions.
• As of September 6, 2021, an additional team of seventeen (17) new Team Members.
• Continue to Supervisor team of SME (Subject Matter Experts) with a team of 17 new Team Members.
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Tracykat1@yahoo.com | http://www.linkedin.com/in/tracy-mcnamara-5844a0126/ Page 2 of 2
Medical Document Reviewer, Senior Supervisor | 8/2015 –8/2018
HealthNet Federal Services/DOMA Technologies, Virginia Beach, Virginia
Lead daily operations of a 4-200 -member team of medical document review associates with key responsibility for reviewing and closing evidence of coverage files for veterans seeking medical care and providers seeking payment for services. Maintain weekly scheduling matrix, direct staffing forecasting, update labor reports for all associates, and verify payroll with accounting and Veterans Services.
Selected Accomplishments:
• After less than one year of service at DOMA, promoted to Senior Supervisor with the HealthNet Federal Services business line with responsibility for directing 4 supervisors, each with teams of up to 30 associates, and 200+ total team members.
• Provided ongoing continuing education and training 300 associates on job processes, guiding them on best practices achieving and maintaining key performance metrics, achieving a 97% success rate, analyzing, interpreting, and communicating key program updates.
• Develop instructional training programs inclusive of manuals and PowerPoint demonstrations.
• Spearhead employee engagement strategies to promote “Everyone Matters” company culture and allow each associate to understand his or her role in the overall organization.
Claims Support Representative II | 12/2014 – 8/2015
DOMA Technologies, Virginia Beach, Virginia
Created document management applications and services across multiple vertical business markets. Collaborated with health care providers to gather medical information and develop service packages. Indexed, developed, and closed medical records for Veterans located across the country.
Supervisor and Customer Service/Sales Representative| 11/2000 – 5/2013
Government Employees Insurance Company, Virginia Beach, VA
Initially brought on board as Customer Service Representative and promoted to the Supervisor Preparation Program with responsibility for mentoring new hires, creating training models, and partnering with team members in career development initiatives. Guided team members on achieving challenging goals and furthering their own careers within the company.
Selected Accomplishments:
• Supervised a transitional unit of 10 to 28 agents, monitoring calls and creating individualized coaching plans for each agent.
• Participated interviewing, selection, hiring, and development of dedicated teaching staff.
• Recognized as the number-one Supervisor in 2001 with a 4.25 rating out of a potential 5.0.
• Transitioned to new Recreation Division in 2007, servicing customers for recreational vehicles, travel trailers, and motorcycles and developing multi-pronged approach to customer service and sales.
• Rated number-one for both customer interaction and product knowledge by customer surveys from 2010-2012.
Career Note:
Certified Paralegal
Volunteer Firefighter with the Oceana Fire Department
Additional experience includes positions in marketing and management for Healthcare Video Productions
And Granada Hospital Group, Inc.