Business Analyst

• Nov 2022 - Present

Operations Data Analyst

• Jan 2021 - Jun 2022

Analyze volume and subsequent staffing needs to ensure that an adequate number of staff are deployed to support performance metrics. Oversee the development and maintenance of the entire business units’ roster, along with managing and analyzing the units’ attrition. Along with analyzing trends including call volume, call patterns, overall workload, overtime, staff productivity, attrition rates, and resource allocation. Coordinate the results and provide accurate analysis of staffing needs to all applicable personnel. Oversee the development, analysis and dissemination of operational support reports, including those that deal with capacity planning, volume, financial performance, and all other necessary reports. I regularly meet with account directors and account managers to forecast volume and staffing levels needed to manage the workload. Including projecting future staff and resource requirements. Provide staffing and operational pricing for any new contract proposals requested (existing and new clients). Regularly meet with finance to ensure all staffing levels meet required budgets. Lastly, recommend any operational improvements and work with all applicable staff to implement those recommendations. Show less

Operations Supervisor

• Jan 2019 - Jan 2021

Supervise and guide direct reports on assigned team. Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring. Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams. Lead proficiency gap assessment of staff, and develop plans to address performance issues. Provide performance management of direct reports. Regularly monitor and review trainings to determine effectiveness, and provide feedback on recommendations for improvement in future training sessions.Client and Program Communication. Identify and escalate program trends and provide recommendations to the issues as necessary. Monitor program volume, identify fluctuations and recommend staffing changes to address needs. When deviations occur, escalate deviations. Attend client meetings to support the program and Program Manager as needed. Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas. Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner. Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Address and resolve issues as necessary. Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high quality manner. Coordinate internally to ensure all resources are available to accurately and effectively support the team. Own the escalation of and action plan to address workflow, process and turnaround time deviations. Show less

Program Associate

• Jul 2013 - Dec 2018

Provide claim support services by identifying reason for denial and low payment and recommends appropriate strategy for the client program. Support payer advocacy efforts as appropriate to overturn negative payer policies. Identify program trends and opportunities for intervention with payers and provide recommendations to the Operations Supervisor, Program Manager or Account Director. Conduct teleconference and or webex presentations on program specific material. Review difficult or special exception cases and provide recommendations to the Operations Supervisor, Program Manager or Account Director. Manage difficult customers. Serve as escalation point for complex reimbursement calls, difficult callers, and customer complaints. Address and resolve customer issues involving customers in decision making process to ensure that their needs are being considered. Serve as subject matter expert and lend technical expertise. Respond to inquiries from clients, patients, or operations staff regarding third party payment, patient assistance, or other issues related to client specific programs. Develop reports and retrieve data as necessary. Responsible for generating all client reports. Actively participate in ITC and client processes to ensure work is completed in a timely and efficient manner. Ensure high quality work is delivered and performance measures are met. Conduct peer data audits as necessary. Provide informal mentoring to Program Specialists, Program Representatives and Program Assistants when appropriate. Conduct training for new services and products as needed for veteran staff. Conduct training for new employees assigned to specific programs. Conduct teleconference and WebEx presentations for customers, who may include physicians and their staff, hospital staff, pharmacists, and members of the clients’ sales force. Show less

Accounts Receivable Manager

• Nov 2011 - May 2013

Preformed account management for the clients past due customers. Provided payment assistance programs to help the customer regain a positive account. Provided skip tracing abilities to locate the clients customers who were not reachable. Met and exceeded monthly goals and assisted with team-building exercises Preformed account management for the clients past due customers. Provided payment assistance programs to help the customer regain a positive account. Provided skip tracing abilities to locate the clients customers who were not reachable. Met and exceeded monthly goals and assisted with team-building exercises

Administrative Wage Garnishment Support Specialist

• Nov 2009 - Oct 2011

Successfully managed 1.5 million dollars in federal debt. Maintained and followed all state and federal laws and regulations. Provided customer service to students who were managing repayment of their debt. Educated students on all available repayment programs and assisted with their enrollment Successfully managed 1.5 million dollars in federal debt. Maintained and followed all state and federal laws and regulations. Provided customer service to students who were managing repayment of their debt. Educated students on all available repayment programs and assisted with their enrollment