Takesha C. Thomas
(Near Chicago) Hammond
Summary
Strategic Healthcare Operations Leader with 10+ years of driving scalable, compliant, and member-centered operations in highly regulated healthcare environments, including Medicare and Medicaid. Rapidly promoted twice within the first year at Homeward Health, demonstrating the ability to take on increasing leadership responsibilities, and cross-functional operational impact. Trusted partner to senior leadership, contributing to SLT-level operational planning and strategic decision-making. Adept at translating complex data into actionable insights to improve engagement, operational readiness, and regulatory compliance. Known for building high-performing teams, operational resilience, and alignment across interdependent functions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Engagement Team Lead - Scheduling & Insurance Operations
Homeward Health LLC
03.2024 - Current
- Lead enterprise-level member engagement operations, scaling cross-functional teams to ensure sustainable, compliant, and efficient service delivery for a complex healthcare population.
- Partner with Clinical, Product, Data, Marketing, Creative & Content, Service Design, and Operations leaders to translate strategy into actionable initiatives and operational readiness.
- Serve as a strategic thought partner to Director-level leadership, supporting SLT-level planning, executive reviews, and operational performance reporting.
- Drive performance management, capacity planning, forecasting, and KPI-driven decision-making across multiple operational systems to improve efficiency and outcomes.
- Mentor and develop agents, cultivating high-performing teams and strengthening leadership pipelines.
- Ensure regulatory compliance while implementing process improvements, standardizing workflows, training, and escalation protocols.
Account Manager - Disability & Specialty Insurance
PFS Specialty Risk Underwriters
12.2021 - 05.2023
- Managed 100+ accounts for the largest disability insurance provider in the country ensuring accurate, compliant coverage delivery.
- Partnered with brokers, carriers, and internal teams to streamline workflows and improve operational consistency.
- Analyzed coverage structures, financial reports, and forecasting data to inform senior leadership decisions.
- Developed training materials and operational standards to improve team efficiency and client satisfaction.
Licensed Medicare Insurance Agent
United Insurance Group
04.2019 - 12.2020
- Delivered member-facing education on Medicare Advantage, Part D, and supplemental plans while ensuring compliance.
- Partnered with members across voice and digital channels to drive engagement, understanding, and satisfaction.
- Maintained audit readiness and adherence to CMS, ACA, and healthcare regulations.
Supervisor - Medicare & Medicaid Insurance Operations
Informis Health Solutions LLC
10.2009 - 03.2019
- Supervised up to 26-agent multi-functional operations team, overseeing contact center operations, benefits administration, claims inquiries, and compliance for Medicare and Medicaid programs.
- Implemented performance management frameworks, KPIs, and QA programs to monitor service quality, operational efficiency, and regulatory adherence.
- Produced executive-level reports translating operational data into actionable insights for senior leadership.
- Led training and development initiatives, ensuring team readiness, continuous improvement, and regulatory compliance.
- Served as escalation leader for complex coverage, eligibility, and compliance issues.
Education
Graduate Certificate - Computer Information Systems
Harold Washington College
Chicago, ILSkills
- Enterprise Operations Leadership
- Quality assurance
- Cross-Functional Collaboration
- Executive Stakeholder Partnership
- Performance Management
- KPI-Driven Decision Making
- Business Operations
- Team Leadership
- Coaching
- Succession Planning
- Process Optimization
- Regulatory Compliance
- Risk Mitigation
- Strategic Insights
- Relationship management
- Problem solving
Internal Career Progression Highlights
- Rapid advancement through three roles at Homeward Health within the first year, reflecting high performance, adaptability, and leadership readiness.
- Built a track record of delivering cross-functional operational impact, SLT alignment, and readiness for enterprise-level responsibility.
- Leads a high-performing optimization team recognized by Clinical partners for responsiveness, proactive problem-solving, and exceptional support during periods of operational and insurance-related disruption.
Certification
Health Insurance Producer
Timeline
Engagement Team Lead - Scheduling & Insurance Operations
Homeward Health LLC
03.2024 - Current
Account Manager - Disability & Specialty Insurance
PFS Specialty Risk Underwriters
12.2021 - 05.2023
Licensed Medicare Insurance Agent
United Insurance Group
04.2019 - 12.2020
Supervisor - Medicare & Medicaid Insurance Operations
Informis Health Solutions LLC
10.2009 - 03.2019
Graduate Certificate - Computer Information Systems
Harold Washington College