Lanita Harris-Bibbs
P3 Project Manager/Strategist
Lanita joined the P3 Team as Project Manager Strategist. She has over 12yrs of combined management and behavioral health experience.
She has worked for Humana Behavioral Health as a Clinical Specialist for HumanaOne. She played a vital role in learning the day to day operations in order to assist the team with identifying trends and formulating strategies for managing the call volume. Lanita also took the initiative to learn new processes in order to ensure the team remained efficient, created training materials for new hires and was delegated as the SME for all things HumanaOne. Lanita was promoted to a Frontline Leader in 2015, where she increased queue metrics, assisted with identifying several fraudulent providers and implemented H1 cross training sessions for other departments within the company. Lanita moved into the role of Call Center Operations Manager in 2016, managing an inbound volume of 290,000 calls. She maintained the KPI’s for 19 queues. Additionally, she’s increased the service level over 22% and maintained a departmental call quality average of 92%.
In late 2017, Lanita continued her journey as an Operations Manager with the RSO, Retail Service Operations organization. She managed an inbound Medicare Individual and Behavioral health team. During this time, she was able to end the year 18% under budget, 124 seconds under AHT and maintained over 85% satisfaction survey results even as Humana Behavioral Health dissolved and brought an alarming amount of change for all associates. In mid-2018, Lanita also began managing the remote customer care associates, which included associates within the Humana Guidance Centers, Provider Centers, Virtual Customer Service and eventually Retention Specialists. All remote customer care associates are geographically separated in 13 states. In 2019, the remote customer care department saw over 80,000 members face to face and maintained an overall 95% quality average for the year. Lanita continues to lead this department with a 92% engagement survey, consistent growth and impact on retention in their respective markets.
In previous roles, Lanita managed a mental health home for adolescents with multiple behavioral health disabilities for 3yrs. She later worked with children and families by providing intensive in home services to preserve the family unit. She’s held the role of Mental Health Liaison and Intake Coordinator for an outpatient facility, Green Light Counseling, where she increased the volume of patients by 40%. Prior to her move with Humana Behavioral Health, she held a position as a Qualified Mental Health professional with Value Options.
Lanita holds a Bachelor’s degree in Psychology earned from North Carolina Agricultural & Technical State University.