PROFESSIONAL SUMMARY:

• Over 13 years of diverse experience working in roles such as Business Analyst, Sr. Support Analyst, Project Coordinator, Project Manager, Customer Service Rep, Service Desk Analyst and Executive Assistant
• IT/ Business Professional with 5 years of recent healthcare industry experience including working within a high volume fast paced environment
• Computer savvy using MS Office Suite, MS Project, Excel, Facets, Express Scripts, Market Prominence, Active Directory, EPIC Prelude, Access, Oracle, CarePlus Next Gen, Dr. First, Quick Book Pro, HealthStream, HealthQuest, Macess and Mainframes
• Experience with IT Networking procedures, IS Security, Windows OS, VPN & LAN
• Highly motivated, organized and self - directed with exceptional communication skills
• Experience scheduling and facilitating meetings, coordinating agendas, updating status reports and resolving conflicts/issues
• Remedy ticketing and HEAT ticketing call tracking system experience.
• Troubleshooting, Linux / UNIX
• Medicare Advantage / Chapter 2 knowledge

PROFESSIONAL WORK EXPERIENCE:

Confidential

Business Analyst / Medicare Advantage

Responsibilities:

• Data gathering and analysis
• Work closely to deliver design documents for specific business processes
• Interact with Systems Analysts during system configurations and testing
• Mock up data and files for implementation and testing
• Provide detailed analytical support related to business applications
• Assists in end to end testing of systems changes and upgrades
• Work closely with System Admin teams to minimize system errors and create system enhancements
• Analyze various issues to determine the impact to business processes and business goals
• Works as Project lead for newly created training projects.
• Recognize error trends and communicate accordingly to create and implement resolutions
• Data manipulation in Access and Excel to analyze data and create reports.
• Regularly update plans Policies and Procedures as requested in an effort to ensure compliance with new regulations
• Test and document new or modified system changes
• Created several open enrollment continuous improvement procedures that will create more unified departmental processes
• Coach and transfer knowledge to less experienced team members
• Running and distributing system generated reports
• Create training materials for new Business Analysts
• Train recently acquired Business Analyst on departmental procedures
• Utilize working Medicare knowledge to ensure plan guidelines and compliance regulations are met
• Works closely with Grievance and Appeals Department to correct member plans.
• Analyze Prescription Drug Error reports data to correct member prescription issues
• Quarterly call scripting audits
• Correct Enrollment Data Validation reports
• Create retro enrollment cases as needed to correct members enrollment data with Medicare
• Analyze Variance reports and update as needed.

Confidential

Sr. Support Analyst

Responsibilities:

• Create and run SQL queries for custom processes to satisfy database issues
• Ensure clients compliance standards are met
• Maintain client specific SLA reports
• Assist with software reconfigurations to coincide with custom processes
• Correct inaccurate data on various databases
• Research and analyze issues for Center for Medicare and Medicaid Studies processing systems
• Analyze various issues to determine the impact to business processes
• Repair database damage caused by improper data entry
• Modify data as a part of custom processes
• Update and manage technical documentation within open cases
• HIPAA Compliance
• Data analytics
• Root cause analysis
• Maintain healthy relationships with business partners
• Consult with clients to schedule UAT testing and system upgrades

Confidential

Resolution Center Analyst

Responsibilities:

• Provides day to day end user support in hundreds of software applications
• Enabled and disable users Active Directory
• Fields over 60 calls per day resolving technical issues and offering customer service assistance to members, Doctors and hospital staff.
• Call Center environment supporting over 300 hospitals and clinics.
• Provide levels I and II desktop and laptop support for end users
• Assists with management of patient records in various web based applications, mainframes and software applications
• HIPAA Compliance

Confidential

Service Desk Analyst

Responsibilities:

• Analyzed call reports and tracked metrics
• Trained 15 new employees on hardware and software applications during on boarding procedures
• Call Center environment supporting over 500 users and 20 medical software applications
• Resolved technical issues while offering customer service assistance to members
• Coordinated small projects as assigned
• Assisted with management of patient records in various web based applications
• Generated and resolved approx. 40 trouble tickets daily
• Performed system administration creating users and password resets for 500 users
• Resolved client concerns through remote assistance
• Enabled and disable Active Directory accounts for 500 users
• 87% First call resolution rate
• Troubleshoot basic and complex network issues for over 500 Doctors, nurses and hospital staff members
• Provide a daily contribution to the knowledge database
• Updated and altered 13 knowledge base articles since November 2013

Confidential

Clinical Support Representative

Responsibilities:

• Worked within a high volume call center fielding over 80 calls a day
• Performed issue resolution interfacing with members
• Assisted with clinical prescription designation for over 1500 patients
• Maintained and enhanced 10 clinical databases
• Assisted with patient registration and handled insurance verification
• HIPAA Compliance

Confidential

Project Manager/ Analyst

Responsibilities:

• Worked in a dual role as an Analyst and Project Manager in a non-IT environment
• Managed inventory and updated the report on a regular basis
• Managed 5 projects for various clients monthly
• Scheduled meetings and maintained meeting minutes
• Compiled and maintained data for reports as needed
• Made travel arrangements for the President
• Created and maintained client specific project reports for approximately 8 accounts
• Prepared weekly / monthly reports using MS Excel
• Produced work plans for various projects, updated work plans and status of projects for clients as needed
• Budgets for assigned projects varied between $12,000.00 to $45,000.00 per client
• Interview contract employees for positions such as electricians, construction laborers, HVAC and real estate analysts
• Obtained permits for scheduled work as needed, based upon city regulations
• Verified licensing and insurance for 8-10 contracted employees
• Assisted with projects to ensure quality results

Confidential

Coordinator/ Executive Assistant

Responsibilities:

• Promoted from Executive Assistant to Project Coordinator
• Generated data, graphs and tables using MS Excel
• Scheduled and facilitated meetings
• Created and updated work plans
• Maintained records of 5-7 monthly projects and communicated progress as needed
• Performed research based on marketing trends and reported findings to upper management
• Structured “in store” promotions based on demographics
• Communicated with manufacturers to arrange products featured in the bi-monthly publications
• Assisted in coupon redemption
• Managed all bookkeeping activities for 11 accounts
• Responsible for the billing process
• Managed inventory and shipping schedules for 11 accounts
• Interfaced with clients on a regular basis
• Responsible for creating and updating monthly reports
• Worked with MS Office Suite on a daily basis