BlueCross BlueShield of Tennessee has announced two promotions within its senior care division. Destiny Gordon has been named as director of member experience and engagement, and Damon Dobbs has been named as director of service operations.
"Destiny and Damon have proven track records of using their expertise to improve operations and engagement within our senior care division,” said Todd Ray, senior vice president of provider network management and general manager of senior products for BlueCross. “In their new roles, they will continue to leverage their unique skill sets and years of experience to help us drive success on behalf of our members and the communities we serve.”
As director of member experience and engagement, Ms. Gordon will build a multi-channel approach to member engagement and oversee the analysis of member experience with Medicare Advantage products. She will also be responsible for engaging stakeholders to assess member needs in order to develop initiatives that support community priorities.
Ms. Gordon has been with BlueCross for more than 20 years and most recently served as manager of member disputes and outreach services. In this role, she oversaw a team of more than 65 employees and led operations for both appeals and grievances and outreach and retention. With her team’s support, the Medicare Advantage plan earned a 4-Star rating from the Centers for Medicare and Medicaid Services.
She has a bachelor’s degree in business management and a master’s degree in business administration from Bryan College.
As director of service operations, Mr. Dobbs will set performance standards and drive the company’s Medicare Advantage team to meet organizational goals. He will also promote operational efficiency while providing expertise for all Medicare Advantage operations and assisting with financial model development.
Mr. Dobbs has served with BlueCross for nearly 30 years. Most recently, he worked as manager of operations and claims risk analysis in the company’s senior care division. In this role, he led the division’s automation efforts, exceeding its goal by 400 percent, and transformed all claims, research and correspondence activities.
He has a degree in business administration from UTC and is a Fellow of the Academy of Healthcare Management.