Experience

Engagys LLC

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Manager

  • Oct 2018 - Present



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Partner Relationship Manager

  • Jul 2014 - Oct 2018

  • Build, maintain, and expand partner relationships • Facilitate collaborations between and amongst partners and contribute to the hosting of events that promote such collaboration • Managing cross-functional interdependencies and teams • Determine and track timeframes and procedures for accomplishing partner’s goals, staffing requirements, and allotment of resources to various projects • Identify and resolve situations in which partner goals or project goals might be misaligned with other internal or external goals • Create business cases and support leadership in decision making • Providing risk management and issue/problem resolution as required Show less



Silverlink Communications, LLC, is now Welltok, Inc.

• Wellness and Fitness Services
• 1 - 100 Employee

• Sr. Program Manager

  • Jun 2008 - Jul 2014

  Working for the premier provider of coordinated healthcare consumer outreach: • Scope complex projects with multiple modes of interconnected communication including phone (automated or live), email, SMS and direct mail • Manage matrixed resources across multiple projects • Translate contracts into project plans and implementation documentation • Responsible for data integrity, reporting accuracy and solution delivery • Identify issues and resource constraints throughout the engagement cycle • Ensure programs are launched on-time, in-scope and on budget Show less



Edgewater Consulting

• United States
• Information Technology & Services
• 1 - 100 Employee

• Sr. Business Analyst

  • Jun 2006 - Jun 2008

  For the Insurance, Financial Services, Retail, Higher Education and Life Sciences Industries: • Performing business and systems analysis for large, complex problems • Writing functional specifications and end user documentation • Work with client to gain confidence and accomplish project tasks • Learning new technologies, applications, and business areas • Issues Recognition and Escalation • Managing project change control For the Insurance, Financial Services, Retail, Higher Education and Life Sciences Industries: • Performing business and systems analysis for large, complex problems • Writing functional specifications and end user documentation • Work with client to gain confidence and accomplish project tasks • Learning new technologies, applications, and business areas • Issues Recognition and Escalation • Managing project change control



NantHealth | NaviNet®

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Manager, Provider Services Deployment Process

  • Oct 2004 - May 2006

  Managing customer deployment project from Planning through Go-Live, including but not limited to, all tasks and procedures to get a project live. * Assumes accountability for deployment team’s direction and delivery. * Maintains project plan and provides weekly updates on progress. * Acts as internal point of contact for inquiries regarding deployment progress. * Works with finance, HR, IT, Telephony manager, PSM, Training manager, PCS assigned to their project to ensure project requirements and timelines are met. * Assists Mgmt with work scope definition and project estimation. * Collects and prioritizes deployment requirements. * Manages deployment plan issues and resolution * Works with Provider Services to define deployment project release content and requirements. * Develops Product Requirements documentation according to process and standards * Acts as a liaison between various internal organizations (Product Integration Services, Marketing, etc). Show less



WGBH

• Auction Go Getter

  • 1995 - 2005

  Volunteer within my community, reaching out to businesses, artists and individuals for donations to the annual WGBH auction. Educated donors on the mission of WGBH. Volunteer within my community, reaching out to businesses, artists and individuals for donations to the annual WGBH auction. Educated donors on the mission of WGBH.



First Notice Systems

• Project Manager

  • Feb 2004 - Sep 2004

  Managed the implementations of new and existing clients on ClaimCapture product developed by First Notice Systems, Inc. * Responsible for collecting client requirements and translating into functional specifications * Manage a matrixed cross-functional team in the design and build of client specifice requirements * Manage client expectations * Identify and document statements of work where changes required during implementation not covered in original contract Managed the implementations of new and existing clients on ClaimCapture product developed by First Notice Systems, Inc. * Responsible for collecting client requirements and translating into functional specifications * Manage a matrixed cross-functional team in the design and build of client specifice requirements * Manage client expectations * Identify and document statements of work where changes required during implementation not covered in original contract



First Notice Systems

• Business Analyst

  • Mar 2003 - Dec 2003

  Working for a provider of claim reporting and customer service solutions for the insurance and healthcare industries. FNS provides call center outsourcing and rules-based Web technology.* Responsible for all aspects relating to the creation of client call flows including specification creation, set-up of inbound/outbound data feeds, report definition/creation, form mapping, create rules to drive call flows, U/I design * Introduced documentation techniques adopted by the IT group, now part of the company's specification writing procedures * Received client commendations with regard to the quality of work performed on their projects and the level of communication maintained throughout Show less

• Account Manager / Healthcare

  • Mar 2003 - Dec 2003

  * Work to support client needs for the company's first healthcare client using our call center to qualify and enroll eligible patients for state sponsored mail order pharmaceuticals.* Identify and build reports to manage the client's business from identifying call center training issues to calculating the average number of medicines per patient* Work with mail house vendor to develop targeted mailings to encourage eligible patients to enroll in the program * Assist with call center staff's day to day and training issues regarding program enrollment Show less



Celarix, Inc.

• Manager of Client Services

  • Jul 1999 - May 2002

  Celarix, a provider of web-based supply chain visibility and connectivity solutions. * Managed activities of the Client Services and Data Management groups supporting Level 2 + application and data/messaging issues. Focused on increased customer satisfaction and reduced issue/request turnaround time. * Identified a need for, built and trained team to deliver Data Management Services to improve the value of the data within the application(s), thus increasing customer satisfaction and ROI. * Created and launched Customer Satisfaction surveys. Policy changes were implemented based upon the results. * Developed metrics used to measure trends of application and operational issues that correlate directly to customer satisfaction. Implemented process and tool improvements that resulted in a 25% improvement in issue turnaround time. * Developed client hand-off program for the transition of accounts from Implementations to Client Services. Show less



RockPort Trade Systems

• Trainer / Application Consultant

  • Jan 1999 - Jun 1999

  Working for a software company that developed applications designed for global sourcing throughout the product life cycle, from development to delivery.* Trained both internal and external customers on the implementation and usage of the application suite developed by RTS.* Developed and maintained training materials for internal and external use.* Application expert responsible for training new trainers.

• Customer Account Manager

  • Dec 1997 - Jan 1999

  Managed designated clients providing application and implementation support for the RTS suite of products. Met with clients to define and document product modifications. Executed final approval application testing focusing on client specific business flows. Worked with development and implementation groups to ensure client needs were met. * Project Manager for the largest account at RTS* Assigned to manage two of three development partner clients

• QA Manager

  • Nov 1996 - Dec 1997

  Managed the daily work of the QA Testing group in multiple testing areas/platforms. Also managed the release process for new product releases as well as application fixes including training of staff on new functionality.* Responsible for managing the release process for new releases and e-fixes.* Go-to resource fielding product and release questions from clients and internal departments

• QA Tester / Customer Service

  • Jul 1996 - Nov 1996

  Executed black box unit and functional testing of a complex software product dealing with international supply chain management. Traveled to client sites for on-site testing assistance. Troubleshooter for client application questions.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Support Representative

  • Feb 1995 - Jun 1996

  EDS, PC a company that develops and provides hosting services for cellular service billing. Assisted designated clients with day-to-day software and production issues. Created and implemented test plans for new client functionality. EDS, PC a company that develops and provides hosting services for cellular service billing. Assisted designated clients with day-to-day software and production issues. Created and implemented test plans for new client functionality.



CellularOne, Inc.

• Wireless Services
• 1 - 100 Employee

• Agent Coordinator

  • Apr 1993 - Jan 1995

  Liaison between Cellular One and Cellular One Agents (located off site). Trained and supervised Agent Sales Representatives while enforcing policies and procedures of Cellular One. Additionally, provided direct assistance to Cellular One customers. Liaison between Cellular One and Cellular One Agents (located off site). Trained and supervised Agent Sales Representatives while enforcing policies and procedures of Cellular One. Additionally, provided direct assistance to Cellular One customers.