Naomi Irvin

  • Morrisville US-NC
Naomi Irvin

Work History

Work History
Feb 2012 - Present

Compliance Coordinator

Blue Cross and Blue Shield of North Carolina
  • Manage List Bill and Group Medicare agreements and renewals and review Medicare materials to ensure compliance with CMS regulations and guidance
  • Act as primary Sales Compliance and Communications representative on various enterprise projects developing new products and refreshing current product offerings
  • Create contracts, policies, processes and presentations including the Standard & Poor’s annual report
  • Identify initiative opportunities and lead lean initiatives as a Sales & Marketing Lean Team member
  • Manage privacy compliance for the Sales and Marketing division
  • Act as primary administrator for the Sales Presentation Library and the Advertising Footnote Database identifying updates, ensuring compliance, and managing the databases
Apr 2008 - Feb 2012

Quality Coach

Blue Cross and Blue Shield of North Carolina
  • Planned, conducted and documented monthly coaching and development sessions for 40-50 Customer Service Professionals (CSPs) and audited CSP calls for quality assurance, identified coaching and development opportunities and participated in audit calibrations
  • Gathered and analyzed business performance metrics and initiated upward communicating of monthly reports to various levels of management
  • Managed small scale projects and assisted on various division-wide projects including the Service Elevation project and the CSP Knowledge Expansion project
  • Created processes, process documentation and training job aids for department use
Mar 2008 - Nov 2008

Wireless Consultant

Cellular Images
  • Led training workshops and process improvement initiatives in a B2B and retail environment.
  • Provided consultative communications solutions to businesses and individuals including billing analysis and service evaluation. 
Oct 2006 - Apr 2008

Customer Service Professional

Blue Cross and Blue Shield of North Carolina
  • Reviewed training materials, strategies and timelines utilizing business knowledge and business analyst skills in order to produce training materials better aligned with the Curriculum Redesign project as part of the New Hire Training Maintenance Workgroup
  • Gathered data, provided analysis and context and collaborated with team members to organize VRU optimization information and call center processes within the Voice Recognition Call Mapping project in order to enhance member experience
  • Analyzed business needs, processes and data and created, piloted and trained employees on a new process for sorting inbound correspondence for BCBSNC; the streamlined process aided compliance and decreased Customer Service correspondence inventory by 20%
Jul 2007 - Jan 2008

Customer Satisfaction Intern

Blue Cross and Blue Shield of North Carolina
  • Resolved customer escalations addressed to the executive leadership of BCBSNC, partnered with Corporate Communications in responding to high profile media inquiries, identified root causes, and recommended solutions to underlying issues
  • Drafted written responses to customer inquiries on behalf of the President and CEO of BCBSNC, created and maintained strong relationships with internal contacts
  • Co-created, managed and trained the Critical Response Unit tasked with responding to member concerns and ultimately addressing the concerns of over 500 members within two months and providing feedback to the Executive Leadership and Key Provider Communications teams
Dec 1999 - Feb 2006

Sales Representative

AT&T
  • Established and led the Customer Service Quality (CSQ) team for AT&T’s Bakersfield office by gathering improvement data, performing data and business analysis, recommending coaching, developing strategies, implementing approved strategies and facilitating customer service workshops across two business offices; results included increased individual and office CSQ scores
  • Developed training materials and delivered training for sales promotions and new system rollouts to over 200 Sales Representatives
  • Represented employees in the grievance process, solicited and organized employee support during fundraisers and contract negotiations and communicated to employees and management as a union steward for Communications Workers of America, Local 9416

Education

Education
Sep 2012 - Apr 2013

Practitioner Certificate in Project Management

University of Colorado, Denver

Successfully completed the following courses:

Fast Start in Project Management

Estimating and Risk Management

Making Projects Work

Maximizing Project Success through People

Certifications

Certifications

Lean Practitioner

BCBSNC

Honors and Awards

2007 Blue Cross and Blue Shield of North Carolina CEO Award

2008 Durham Tech Community College Associate in Arts Award

2012 East Carolina University Recruiting Scholarship Recipient 

Mentoring

Blue Xchange

  • Mentored for a year by then BCBSNC  Vice President of Talent Management, Lynn Duffy
  • Participated in monthly professional development workshops

Reverse Mentoring

  • Mentored BCBSNC Vice President of Claims Administration, Cindy Troxler
  • Assisted in identifying generation gaps within her staff
  • Led focus groups to discuss the concerns of Troxler's staff
  • Coached Troxler toward bridging generation gaps within her workforce

Community Service

Parent Teacher Student Association

  • Served as Vice President of Volunteers 
  • Recruited, organized, scheduled, and supervised over 200 parent volunteers
  • Created and managed a volunteer database

Red Cross Blood Drive Service Learning

  • Developed a concept for a t-shirt to be used as a campus blood drive give away.
  • Assisted in t-shirt design
  • Coordinated necessary approvals for execution of approved concept and design

KaBoom!

  • Assisted in the single day building of a playground in WIlmington, NC.

Ronald McDonald House (Durham and Chapel Hill)

  • Coordinated meal plans for dinners
  • Assisted in the preparation and serving of meals to families staying at the Ronald McDonald House

Professional Development

In support of diversity and inclusion, BCBSNC has a variety of employee networks.  These networks encourage collaboration, professional development, and networking amongst other things.  I have been actively involved in the following networks:

AABEN

  • Participated in the planning and execution of two fashion shows showcasing professional attire
  • Led the execution of online activities that comprised "Fashion Week" and supported the 2 fashion shows

YoPro

  • Served on the Community and Wellness Committee
  • Coordinated activities that supported employee wellness as well as community wellness and empowerment
  • Participated in various "Learning from Leaders" roundtable sessions

WEN

  • Participated in various "Reading with Leaders" roundtable sessions