Leshia Walker
Chantilly
Summary
Innovative leader in healthcare with a strong track record in patient and provider services, pharmacy assistance programs, and health savings accounts. Recognized for delivering exceptional customer service and establishing positive relationships through professionalism and effective problem-solving. Proven ability to thrive in fast-paced environments, adapt to changes, and enhance workflow efficiency. Experienced supervisor with a focus on team development and operational improvements, consistently achieving high-quality results.
Overview
18
18
years of professional experience
Work History
Supervisor of Financial Operations Bulk and Classic HSA Transfers
HealthEquity, Inc
Draper
06.2024 - 03.2025
- Identify, conduct, monitor, and report account transfers in and out of the organization
- Identify, coordinate, implement and complete process improvement projects with strict deadlines by utilizing effective cross-departmental communication and planning
- Identify, improve, develop quality metrics, measure KPI’s
- Develop training materials to train the trainer and operations processors representatives
- Conduct compliance audits, programming process evaluations and reviews to drive results and to ensure improvement
- Provide recommendations to Program Senior Manager to ensure program and corporate goals are met
- Conduct evaluations and performance reviews
- Evaluate employee performance and development for promotions, salary recommendations
Supervisor Operations Processing
HealthEquity, Inc
Draper
01.2023 - 06.2024
- Identify, coordinate, implement and complete process improvement projects with strict deadlines by utilizing effective cross-departmental communication and planning
- Identify, improve, develop quality metrics, measure KPI’s
- Identify, monitor, and submit accounts for escheatment
- Develop training materials to train the trainer and operations processors representatives
- Conduct compliance audits, program process evaluations and reviews to drive results and to ensure improvement
- Provide recommendations to Program Senior Manager to ensure program and corporate goals are met
- Conduct evaluations and performance reviews
- Evaluate employee performance and development for the purposes of promotion, salary recommendations
Preparedness & Emergency Response Manager
OSPER/Optum Serve Health Services
La Crosse
03.2021 - 06.2022
- Point of contact to clients, providing insight, improvement recommendations and reporting on metrics.
- Identify, coordinate, implement and complete process improvement projects with strict deadlines by utilizing effective cross-departmental communication and planning
- Identify, improve, develop quality metrics, measure KPI’s, and conduct call quality calibrations
- Screen business-processes, report testing and log system defects
- Conduct compliance audits, program process evaluations and reviews to drive results and to ensure improvement
- Provide recommendations to Program Director and Program Vice President to ensure corporate goals are met
- Identify, mentor, and develop leaders
- Interview and hire candidates, conduct evaluations and performance reviews
- Evaluate employee performance and development for the purposes of promotion, salary recommendations
- Administer disciplinary actions consistent with company and department
- Develop training materials to train the trainer and customer service representatives
- Train customer service representatives
Associate Program Manager
PharmaCord
Louisville
07.2018 - 08.2020
- Point of contact to clients, providing insight, improvement recommendations and reporting on metrics.
- Identify, coordinate, implement and complete process improvement projects with strict deadlines by utilizing effective cross-departmental communication and planning
- Identify, improve, develop quality metrics, measure KPI’s, and conduct call quality calibrations
- Screen business-processes, report testing and log system defects
- Conduct compliance audits, program process evaluations and reviews to drive results and to ensure improvement
- Provide recommendations to Program Director to ensure corporate goals are met
- Interview and hire candidates, conduct evaluations and performance reviews
- Evaluate employee performance and development for the purposes of promotion, salary recommendations
- Administer disciplinary actions consistent with company and department
- Develop training materials to train the trainer and customer service representatives
- Train customer service representatives
Pharmacy Program Supervisor
Rx Crossroads
Louisville
08.2017 - 07.2018
- Identify, coordinate, implement and complete process improvement projects with strict deadlines by utilizing effective cross-departmental communication and planning
- Identify, improve, develop quality metrics, measure KPI’s, and conduct call quality calibrations
- Screen business-processes, report testing and log system defects
- Conduct compliance audits, program process evaluations and reviews to drive results and to ensure improvement
- Provide recommendations to Program Manager to ensure program and corporate goals are met
- Interview and hire candidates, conduct evaluations and performance reviews
- Evaluate employee performance and development for the purposes of promotion, salary recommendations
- Administer disciplinary actions consistent with company and department policies
Continuous Improvement Supervisor
Rx Crossroads
Louisville
01.2017 - 08.2017
Territory Call Center Supervisor
Rx Crossroads
Louisville
09.2015 - 02.2017
Case Manager III
Rx Crossroads
Louisville
10.2013 - 09.2015
Coordinator II
Baptist Hospital Louisville
Louisville
11.2012 - 10.2013
Call Center Supervisor
United Healthcare
Pittsburgh
08.2007 - 11.2012
Education
Elementary Education
Carlow University
Pittsburgh, PA01.1993
Criminal Justice
Community College of Allegheny County-Boyce Campus
Pittsburgh, PA01.1990
Skills
- Customer focus
- Client relations
- Analytical skills
- Oral communication
- Microsoft Office Suite
- Problem resolution
- Presentation skills
- Policy management
- Team building
- Continuous improvement
- Performance management
- Cross-departmental communication
- Quality assurance
- Conflict resolution
- Strategic planning
- Staff development
- Operations management
- Schedule development
- Training and mentoring
- Expectation setting
- Task delegation
- Priority management
- Employee motivation
References
References available upon request.
Timeline
Supervisor of Financial Operations Bulk and Classic HSA Transfers
HealthEquity, Inc
06.2024 - 03.2025
Supervisor Operations Processing
HealthEquity, Inc
01.2023 - 06.2024
Preparedness & Emergency Response Manager
OSPER/Optum Serve Health Services
03.2021 - 06.2022
Associate Program Manager
PharmaCord
07.2018 - 08.2020
Pharmacy Program Supervisor
Rx Crossroads
08.2017 - 07.2018
Continuous Improvement Supervisor
Rx Crossroads
01.2017 - 08.2017
Territory Call Center Supervisor
Rx Crossroads
09.2015 - 02.2017
Case Manager III
Rx Crossroads
10.2013 - 09.2015
Coordinator II
Baptist Hospital Louisville
11.2012 - 10.2013
Call Center Supervisor
United Healthcare
08.2007 - 11.2012
Elementary Education
Carlow University
Criminal Justice
Community College of Allegheny County-Boyce Campus
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