SUMMARY:

• Resourceful and knowledgeable Senior Support / Business Analyst offering an array of skills in customer care, project management, team leadership/training, problem solving, data analysis and operations within the healthcare industry.
• Collaborate with customers and business experts to define requirements and design reports.
• Collaborate with stakeholders to identify and clarify customer needs, business definitions/rules and information specifications.
• Gather and define business requirements, analyze and map processes/data, and produce high - quality documentation, consistently managing risk.
• Provide data interpretation, create/maintain self-serve modeling, and provide recommendations to facilitate decision-making.
• Maintain relationships with health plan customer to ensure needs are met through services and technology.
• Attend meetings to ensure project teams are effectively supporting clients. Align project direction with customer priorities.

AREAS OF INTEREST:

• Project Management
• Team Leadership/Training
• Research/Analysis Problem
• Solving Customer Service Operations
• Healthcare Industry
• Claims Processing
• Data Extracting/Reporting
• Relationship Management Communication

TECHNOLOGY:

MS Office - Expert Level, MS Visio, MS Project, Redgate, SQL Server, SharePoint, Windows, MS Visual Studio, SSRS, SSIS

PROFESSIONAL EXPERIENCE:

Confidential, Salem, OR

BUSINESS ANALYST

Responsibilities:

• Managed business continuity and disaster recovery for the organization, establishing a backup plan in the event of disaster by hiring a third-party vendor and assisting in documenting information to communicate, and relaying information to internal staff in an effort to protect data from short-scale outages and full-scale disasters.
• Analyzed and mapped data processes, meeting with internal teams and insurance representatives to facilitate work-ground sessions, understanding pain points and constructing process maps of current state, validating with stakeholders and identifying areas requiring improvement, including performing cost-benefit analysis.
• Provided extensive knowledge of business/domain as pertaining to industry standards and healthcare regulations in addition to serving as an expert on internal programs such as claims processing and software programs utilized.
• Established and nurtured relationships with health plan representatives, the Division of Medicaid and Medicare Assistance Program (DMAP) within the state, and Centers for Medicaid Services (CMS) representatives.
• Consistently gathered and defined business/functional requirements, system needs and reporting mandates.
• Guided insurance companies, patients and internal staff on effective/efficient approaches to achieve project goals.
• Identified, managed and resolved risk, assisted in provider training during the implementation of new lines of business and software updates, and visited provider offices to support training and explain new programs/software.
• Facilitated meetings with physicians, hospital insurance representatives and teams at insurance companies to manage enterprise-level projects, and managed a key project to implement a new call center, increasing staff by 75% due to a major contract while working with a temporary staffing agency to integrate new staff into the corporate culture.
• Assisted the Salem Clinic to initiate a faster claims process turnaround time with heightened accuracy, identifying needs, performing data analysis, validating concerns, ensuring quality and identifying areas for system enhancements.
• Managed the implementation of new lines of business for several clients, including Healthshare, who had a goal of changing the business model to delegate management care for transferring some disorders from mental health to physical care status, changing the model and running weekly work groups to achieve ultimate results.
• Successfully define and clarify project scope, and develop project plans to meet organizational/client goals.

DECISION SUPPORT ANALYST

Confidential

Responsibilities:

• Troubleshot issues to triage, investigate, prioritize and identify workarounds to achieve corporate goals.
• Established risk and expenditure analysis for each client’s individual corporate leadership in managing priorities.
• Engaged in extensive data analysis, financial analysis and data management for healthcare industry clients.
• Worked with an average of 20 organizations on a weekly basis, and provided training to new staff members.
• Received a promotion from Decision Support Analyst (DSI) I to a DSA II to coach and instruct DSA I teams.

TRANSPORTATION SPECIALIST / INVOICING ANALYST

Confidential, Wilsonville, OR

Responsibilities:

• Managed the tasks and performance of 12 team members, engaging in reviews, payroll, hiring and termination.
• Budgeted and forecast expenses per period to within 3%, and oversaw store openings/closings.
• Managed the shipment of 8M units on 96 trucks in a month due to consolidations and closures.

STORE MANAGER

Confidential, Corvallis / Oregon City, OR

Responsibilities:

• Hired, trained and managed 10 staff members at the retail outlet, and led loss prevention to reduce shrink.
• Achieved customer service satisfaction levels and sales for the second highest sales volume store in the company.