Realtor®

• Nov 2022 - Present

Premium Support Analyst

• Oct 2021 - Present

Application Support Specialist

• Dec 2019 - Oct 2021

► Developed a deep understanding of the intricate and complex configuration of our workflows and features. ► Worked with our Senior Director of End User Services to revise the service desk ticketing system and enhance the intake process, helping to streamline our support reporting process and drive efficiency in ticket triage and resolution. ► Worked with my team to develop administrative documents to manage our frontline applications, as well as end-user support documents to drive understanding and promote self-help learning of the applications. ► Delivered key features and improvement of workflows to enhance and improve the system and develop a more streamlined experience for end-users. ► Developed project intake forms and criteria for projects related to SaaS products and services. ► Assisted the Product Manager as the SME for one of our most critical frontline applications, driving system maintenance and configuration initiatives which included project and release planning of self-designed processes, configuration engineering, analyzing end-user requirements, documenting user stories, and development and execution of test plans for releases and support. ► Daily support activities included building dashboards, reporting, and providing demos of new configured workflows and features to the business leaders. ► Participated in regular scheduled meetings with senior level executive management to implement and maintain effective system functionality to drive and support our business processes and create value. Show less

Customer Success Analyst

• Apr 2017 - Nov 2018

As the Customer Success Analyst of a small company, I had the wonderful opportunity to learn many new skills. I served as an Implementation Specialist, QA Analyst, Project Manager and coordinator of resolution of Customer issues and maintaining strong positive relationships with all clients post conversion to our SaaS Systems. Customer Success activities include ticket intake and triage, dashboard prioritization and maintenance, reporting, troubleshooting and daily webinars/team meetings with health plan Leadership and functional teams to drive adoption and utilization of Beacon’s products. I also gained valuable experience in effectively interpreting client Scope of Work (SOW) and documented workflows to produce quality project deliverables. In addition, I worked closely with 2 development teams to ensure common understanding and completion of requirements and deliverables, which included: ► Providing technical assistance in data imports and configurations (UI and back- end), as well as testing and troubleshooting of final Production system setups ► Data Extraction; Daily Reporting activities ► Assistance in development and maintenance of Health Plan Letters for correspondence (including Quality Assurance of CMS approved Health Plan Letters) ► Maintenance of Customer Support Portal and related correspondence for resolution of Client Tickets ► Ensuring Service Level Agreements (SLA) and commitments are met and maintained, and; ► Ensuring client understanding of our systems functionality and how it applies to their business, as well as how to maintain complex configuration post Go-Live. Show less

Coordinator, Quality Improvement

• Oct 2016 - Apr 2017

As the coordinator of Quality Improvement for Heritage Provider Network (HPN) & Affiliated Medical Groups, I provided knowledgeable and technical assistance to Executive Management and Leadership in the Delegation & Oversight of Quality Improvement processes, procedures and programs. I provided oversight and QA of all Quality Management CMS reporting requirements, some audit activities, and maintenance of NCQA Accreditation for HPN and its 9 affiliated Medical Groups. I developed and documented training materials at the corporate level to be distributed to all Medical Groups for use in compliance with NCQA Standards. I assisted with Health Plan Corrective Action Plans (CAPs) monitoring, to maintain regulatory compliance, as well as with the tracking of Quality Improvement Projects (QIPs) for all affiliated Medical Groups to ensure completion, resulting in process improvements. *The National Committee for Quality Assurance (NCQA) awarded HPN with certification for Utilization Management and recertification in Credentialing, given for demonstrating compliance with NCQA's stringent requirements in these areas, and it is reflected in the NCQA Utilization Management and Credentialing Report Card. The critically important NCQA certification further strengthens and benefits all of HPN's Medical Groups and IPA's, exhibiting a unified delivery of the highest Quality of Care and Service to its members. Show less

Technical & Administrative Support Specialist

• Jan 2016 - Oct 2016

As the Support Specialist for Molina’s corporate call center, I introduced and implemented new strategies and processes to improve the Quality of MHI Member & Provider Contact Center Services to, and experiences with its Members. I developed and implemented a new standardized process for HIPAA Form distribution to MHC members and return of authorizations to MHC Contact Centers, developing a faster, smoother and more efficient workflow in the processing of vital documents and forms in relation to member access to care. I took the manual process and automated it to align with customer satisfaction efforts. Process was implemented across all Lines of Business, in all MHC Contact Centers, nationwide. Standardization of the HIPPA Form Distribution Process continues to ensure: ► Members are provided with assistance regarding access to care, when requested or required. ► All employees are in compliance with Molina Policies & Procedures, as well as state and federal regulations. ► A quicker workflow for MSRs, which reduces call and hold times for members. ► Elimination of errors/inconsistencies in form distribution, retrieval and processing. ► Promotion of consistency in compliance with HIPAA, as well as other federal and state regulatory guidance and legislation. Additionally, I assisted with the creation of formal and technical communications for MHC Contact Center Management and Staff in relation to the implementation of newly or revised standardized processes at MHC Contact Centers. Show less