Amanda Arseneau
Sr. Client Services Operations Analyst, Client Delivery Services at Lumeris- Claim this Profile
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Topline Score
Bio
Credentials
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CoderGirl Education Course
LaunchCodeJul, 2018- Nov, 2024 -
Instructional Designer
Langevin Learning ServicesJan, 2010- Nov, 2024 -
Smartsheet Solution Certified User
SmartsheetOct, 2019- Nov, 2024 -
Smartsheet Product Certified User
SmartsheetSep, 2019- Nov, 2024 -
SAFe 4 Certified Agilist
Scaled Agile, Inc.Oct, 2017- Nov, 2024
Experience
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Lumeris
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United States
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Hospitals and Health Care
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700 & Above Employee
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Sr. Client Services Operations Analyst, Client Delivery Services
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Jan 2022 - Present
Assist with review and design of existing and new operational processes that support multiple areas of the organization and impact success of department goalsIdentifiy and guide process improvement initiatives for the departmentDefine goals, identify and evaluate trends and options, create a plan of action, and evaluate outcomesSupport and/or conduct internal and client user acceptance testing (UAT) sessions for new clients and new functionalityHandle Production or UAT testing issues, perform triage, troubleshoot, and investigate issues and failures reported to establish if the issue is defect, enhancement, or user-errorMaintain the UAT test case library for all clients, create/review test cases for accuracy, and run test cycles/executions using available resources (Jira, Zephyr, and Confluence)Run and maintain the document repository for testing collateral for internal team member reference and create job aides and department operating procedure materials for the testing teamReview and understand defects entered by team members during UAT and Production regression testing and translate them into actionable itemsFacilitate daily and weekly meetings to triage issues using available resources (Smartsheet, CSM, and Service Now) and provide status updates and reportsPartner to oversee processes and workflows for new test case requests for enhancements and new functionalityMaintain dashboards for metrics and reporting using available resources (SmartSheet, CSM, etc.)Manage CSM processes and resources for testing team, and act as a liaison on workflow and process stepsPartner cross-functionally to impact adoption and ensure client satisfaction Show less
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Implementation Consultant, Client Services
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Jul 2018 - Jan 2022
Design and manage System Integration Testing (SIT) test suite in Jira using Zephyr plug-in, manage defects, and create dashboards and other reporting statistics/metrics in Jira/ConfluenceTrain clients on the platform and lead client User Acceptance Testing (UAT) eventMaster full functionality of the platform and implementation process to serve as subject matter expertManage client implementations and drive process improvements throughout the Client Services teamSupport multiple projects and provide support to team members during critical implementation phasesPresent to senior level clients and foster relationships with client executive teamsIdentify and document client business and technical requirements for the platformIdentify potential issues that will impede success and recommend corrective actionFacilitate client calls and in-person meetingsPartner with account management team to drive adoption and to ensure client satisfactionAct as client advocate to collaborate with Product Management and Development teams to define, develop, and implement new business technologyPartner with Consulting Services as platform subject matter expert to implement strategic client solutionsCollaborate in the ongoing development of project deliverables and training materialsMaintain and share business and technical expertise with clients and other staff Show less
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Instructional Designer, Education Services
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Jun 2015 - Jul 2018
Produce product release note documents for internal and external audiences as new platform functionality is developedUtilize JIRA/Confluence to manage document workflows and produce release notes documents in an Agile environmentCreate online help content and e-learning training modules using Adobe RoboHelp and CaptivateMaintain existing online help content and course materials as platform functionality is updatedEnsure all training information and documentation is consistent, easy to understand, and well organizedProofread and edit work to improve quality, readability, consistency, and effectiveness Show less
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Magellan Health
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United States
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Hospitals and Health Care
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700 & Above Employee
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Sr. Technical Writer/Trainer, Magellan Complete Care
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Jun 2014 - Jun 2015
HR Talent Development, Healthcare Training Wrote documentation, obtained approvals of completed documentation, and distributed to appropriate end users Edited documentation language to ensure compliance with requirements and to ensure readability and user-friendly communication to targeted audience Met with subject matter experts throughout Magellan to develop documentation, review, and analyze requirements for accurate and compliant documentation Conducted various classes ranging from one-on-one sessions to large classroom presentations and company-wide teleconference and NetMeeting briefings. Provided detailed instruction on complex information systems and processes Trained newly-hired personnel and other staff on various systems and procedures Researched, developed and maintained manuals and documentation of procedures, training program and support materials, and training/job aids. Documented task procedures Coached and mentored trainers to support their professional skill development and to improve overall training unit performance Trained existing employees and other staff transitioning/cross training to a different system and/or contract Conducted developmental and refresher training for existing staff to implement process changes, corrected deficiencies and improved individual performance Participated in process and performance improvement activities to include analyzing deficiencies, testing alternatives and developing corrective action plans. Facilitated quality improvement team activities Conducted reviews/audits of work completed by trainees and provided feedback to trainees and supervisors on individual progress Assessed individual trainee performance, developed performance improvement plans, counseled trainees on performance issues and consulted with management on evaluations of trainee progress to support critical HR decisions Show less
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TriZetto Provider Solutions
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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Technical Analyst, EDI Operations
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Oct 2012 - Jun 2014
Coordinated all department ICD-10 testing activities and statistics reporting Wrote, tested, and promoted payer edits. Tested and implemented new payer connections Compiled and edited department operating procedures, designed training courses, and created Excel spreadsheets to assist with department statistics and payer billingAnalyzed and manually processed ANSI 837 claim files, 277 claim status reports, and 999 file rejectionsMonitored claims processing cycle for over 180 payers. This included: executing SQL queries to ensure all claims are sent daily and reports are tying status to claims, manually processing claims with programming issues, and working with IT department to correct issuesCreated department cross-training class and facilitated it quarterly. Created and maintained all training documentationManaged department SharePoint page. Updated content, re-roganized page to enhance user-friendliness, and created more efficient reporting and tracking capabilities Show less
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Trainer, Client Services
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Mar 2010 - Oct 2012
Assessed and measured learners’ performance during training, then documented and reported potential concerns to supervisorPartnered with leadership team to analyze training needs, discuss training progress, explore possible process improvements, and update training contentFacilitated training that includes all elements of Client Services, including: healthcare billing and EDI, claim processing and file formats, client website, SharePoint, Eligibility, and Patient StatementsFollowed 12-step design cycle to create training classes containing facilitator guides and learner documentation, then implement and evaluate coursesDesigned and administered tests, coached learners on the results, and explored missed opportunitiesDelivered on-demand classroom training in a rapidly changing environment Show less
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Group Lead, Eligibility & Patient Statements
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Mar 2009 - Mar 2010
Utilized SQL and Excel to compile, analyze, and report monthly product numbersParticipated in multiple business units. Suggested requirements and helped identify risks in implementing projects and product enhancements. Worked with multiple areas to understand how projects affect interdepartmental workflowsCollaborated with programming departments to improve resources and overall user experienceManaged daily department activities: Interviewed, hired, and coached team members. Trained new employees. Analyzed data files. Assisted teams with researching and troubleshooting data errors in 270/271 transactions and Patient Statement file formatsFacilitated classroom training to new and existing employees. Delivered ongoing, regularly-scheduled training classes and maintained all training documentation used in the classes Show less
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Data Analyst/Enrollment Specialist, Eligibility & Patient Statements
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Jan 2007 - Mar 2009
Edited and executed SQL queries to analyze data and discover trends. Escalated programming issuesSupported provider clients by assisting with website training, and troubleshooting issues caused by data entry errorsTrained new and existing employees on-the-job and in classroom settingsCreated and documented workflows for Eligibility enrollment and created training manual outlining proceduresTracked and processed all enrollment requests. Processed and organized paper and electronic requests. Created a spreadsheet used by other departments to track progress of enrollmentsAssisted customers with enrollment questions. Delivered exceptional customer service to multiple types of provider clients: hospitals, billing agencies, software vendors, payers, physicians, etc. Show less
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Commerce Bank
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United States
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Banking
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700 & Above Employee
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Teller Supervisor
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Jun 2005 - Sep 2006
Maintained, filed, and monitored all branch control records, personnel records, and Operations compliance information Interviewed, hired, coached, and delivered performance feedback and corrective action. Completed performance apraisals on all tellers. Developed referral contests and processed payroll Prepared schedules that fell within approved budget, and ensured those scehdules met goals such as: participating in and coordinating meetings, conference calls, and community service activities Exhibited exceptional Customer Service. Cross-sold products that best fulfilled their needs and expectations Show less
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U.S. Bank
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United States
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Banking
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700 & Above Employee
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Lead Teller
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Nov 2001 - Jun 2005
Processed transactions with accuracy and speeed while balancing main vault and branch ATM, reconciling over $200,000 daily Determined and placed appropriate account holds according to Federal Regulation CC guidelines. Granted check-cashing approval within set limits Trained new tellers on essential job functions Ordered and monitored inventory on all branch currency and supplies Processed transactions with accuracy and speeed while balancing main vault and branch ATM, reconciling over $200,000 daily Determined and placed appropriate account holds according to Federal Regulation CC guidelines. Granted check-cashing approval within set limits Trained new tellers on essential job functions Ordered and monitored inventory on all branch currency and supplies
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Education
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2001 - 2005
Maryville University of Saint Louis
Bachelor of Arts (B.A.), Organizational Leadership/Communications -
2018 - 2018
LaunchCode
CoderGirl, Data Science/Data Analytics/Dashboarding/Tableau
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