TIM HOPKINS

Nashville TN 37214
(615) 975 -2577 timothyhopkins@bellsouth.net
https://www.linkedin.com/in/tihopkins

Operations and Customer Service Management

Operations management with progressive accountability in which to optimize revenue, production and quality
metrics. Elevate team development, training and workflow management to enhance the delivery of product
implementation and performance. Maximize organizational resources through which to accentuate operational
goals and directives while reaching quality bench marks to meet service level agreements with client base.
Key Accomplishments

Implemented new production metrics, processes and technologies

Designed and implemented training program(s)
Problem solved workflow challenges which directly resulted in positive outcomes
Built top performing teams by providing staff with leadership and resources to achieve directives
Applied best practices standards
Translated new business strategy into achievable plans of action

PROFESSIONAL EXPERIENCE
Long Term Care Group

2010 - 2015

LTCG is dedicated to helping people live and age with independence. By providing a single place to find and
manage resources which support independent living. LTCG provides comprehensive claims services from
intake to adjudication and recertification.
Operations Management

Supervises adjudication of claim review throughput, provider reimbursement and appeals

Identifies the appropriate work processes to support continuous compliance
Problem solve escalated claims and workflow challenges
Maintain current operational knowledge of all regulatory requirements
Oversight of operations and personnel to maintain and exceed desired results
Human resource management coaching employees to fulfill potential and development

2007 2009

Protective Life Insurance Company

Protective Life Corporation and its subsidiaries provide financial security through insurance and investment
products to individuals and families across the United States.
Claims and Customer Service Manager
Served a team in the operations segment of the Customer Care Division. Coordinated work flow metrics with
subsequent departments. Responsible for quality assurance review, staffing requirements and analysis.

Managed the adjudication of disability and death claims

Oversaw staff and operations
Cross trained team members in key operational roles, eliminating staffing inadequacies.
Resolved escalated client and internal inquiries.
Established strategy and workflows for new product lines of revenue.

2005 2007

Crawford and Company

Crawford and Company is the largest independent provider of claims management solutions to insurance
companies and self-insured entities, with a global network of more than 700 offices in 63 countries.
Manager of Operations and Customer Service
Led a team responsible for the medical management of claims. Accountable for financial and non-financial
results (budgets and actuals). Inventory and revenue cycle management. Initiated organizational workflows for
new and existing lines of revenue.

Supervised staff and operations

Set standards of performance for teams which exceeded established quality goals.
Coordinated center operations including quality assurance review, metrics staffing requirements and
analysis, work force management planning and equipment purchases.
Converted operations from existing software platforms to a web based application.
Optimized workflow recommendations in collaboration with our vendor(s).
Built an annual revenue stream of $25M by developing strategic employee cross training programs
without allocating additional staff during the conversion event.

2003 2005

Concentra Network Services

Fortune 500 company specializing in the management of workers compensation and other occupational
healthcare and cost management services for group health insurance companies
Manager of Operations
Directed a team which specialized in the medical management of claims. Communicated operations strategy
with sales staff and demonstrated cost saving resources with existing and new levels of business.

Staged workflow models for existing and new clients.

Validated staffing requirements including work force planning analysis.
Ensured service center quality standards and service level agreements were delivered.
Cross trained team members in key operational roles thus eliminating staffing inadequacies
Resolved escalated client inquiries and site visits.

1997 2003

Medinsights Inc.

Subsidiary of GAB Robins specializing in workers compensation, auto and general liability claims utilizing first
report telecommunications and medical management metrics
Supervisor of Operations, Medical Management Services
Managed center operations including medical management of claims, quality assurance review, staffing metrics
and analysis, work force management planning, equipment purchase and maintenance agreements. Resolved
client inquiries that were expedited from the service center transfer systems.

Developed workflow time study programs increasing annual revenue 6% of projected earnings.
Presented operational tours to clients educating them on informative industry workflow strategies.
Project Management for web based software conversion of the medical management operating system.

EDUCATION
Bachelor of Business Administration, Middle Tennessee State University, Murfreesboro, TN