Lindsey Brooks

· Accountable for overall performance, regulatory compliance, and service delivery for Member and Provider Service operations.

· Lead multiple functional teams ensuring adherence to state, federal, contractual, and accreditation service level agreements.

· Develop and maintain service policies, procedures, and performance metrics focused on First Call Resolution and accuracy.

· Drive continuous improvement initiatives using call monitoring, quality scores, and trend analysis.

· Partner cross-functionally with Training, Documentation, Quality, Operational Assurance, Compliance, Appeals & Grievances, and Product teams to design service workflows, training curricula, learning resources, and implementation plans for new initiatives.

· Oversee quality calibration sessions and call monitoring tools to ensure consistent service delivery.

· Ensure HIPAA compliance across all service operations.

· Oversee service grievance processes and analyze trends to identify improvement opportunities.

· Support audits, RFR responses, and product implementations.

· Lead performance management, coaching, and succession planning.

· Assist with budget management and workforce planning.

· Managed teams of 15–20+ associates delivering high-volume member service.

· Partnered with Quality and Training to improve curriculum and coaching models.

· Served as liaison to clinical teams to improve member outcomes and reduce costs.

· Led training initiatives that reduced repeat calls and improved handle time.

· Coached remote and on-site teams to meet performance targets.