leadership
 

Renee Mercer

Vice President, Operations

Renee's photo

Renee Mercer has more than 20 years’ experience leading operations to establish sound operational infrastructure that can be scaled to meet ongoing growth needs while driving process and technology improvements to enhance the customer experience. Her strengths include a wide-ranging global perspective, excellent verbal and written communication skills, integrative “people skills,” a talent for working well across multiple functional areas, long-range planning and analysis, a service orientation, a solid mastery of compliance issues, and Lean quality improvement orientation.

Renee joined LIBERTY in 2018 and serves as Vice President of Operations. In this role, she leads the Member Services, Claims, Eligibility and Fulfillment, and Credentialing teams.

Before joining LIBERTY, Renee served as Senior Director of Member Services for the Inland Empire Health Plan. There, she planned, built and led all aspects of Member Services, Call Center Systems, Workforce Management, and Quality and Training operations for a 400-member department. She implemented and improved hiring process to bring in the best-qualified candidates, which lowered attrition. She also oversaw the implementation of a new Oracle CRM to improve efficiency and a 360-degree view of all member and provider contacts for the organization.

Earlier, as Associate Vice President, Operations at Scott and White Health Plan, Renee was responsible for key operations in planning, building and leading all aspects of Customer Service, Claims, Total Data Capture, Enrollment and Eligibility, Training and Quality Review operations. She set the strategic vision, created best-practice standards, and developed and maintained client and employee programs.

In a previous engagement with Anthem Blue Cross, she served as Senior Director for National Account Operations, effectively managing all claim teams and full-service call teams to ensure delivery of quality-focused, cost-effective service and administration to customers in several states.

Renee holds a BS in Business Administration with a concentration in Management from Wesley College.