SUMMARY:

• Subject matter expert (SME) in Project Management for Healthcare and Health & Welfare benefits.
• Proven experience gathering requirements, deploying and adhering to HIPAA regulations.
• Extensive experience dealing with health, welfare, life and retirement plans, handling highly - sensitive data, programming, logic, budgeting, marketing, and client relationship management (CRM) within complex and high budgeted environments.
• Proven abilities managing teams, meeting milestones and delivering goals.
• Expertise in interacting with management at all levels and Information Technology (IT).
• Adept at leading high performing virtual teams and training, coaching, and cross functional team building.
• Excellent communication, analytical and client delivery skills.

EXPERTISE IN:

• Quality Assurance (QA)
• Process and Procedures
• Relationship Building
• Compliance Management
• Supervision/Team Building
• Prioritize & Manage Multiple Projects
• Organizational Change
• Cost Control

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential, Hunt Valley, MD

Responsibilities:

• Managed the collection, interpretation and loading of sensitive data daily for over 100,000 employees.
• Developed, refined, and delivered unit, integration, regression, and acceptance test plans to evaluate data integrity and ensured reporting requirements met customer goals and objectives.
• Developed 834 engine and eligibility files using proprietary software. Gathered data requirements and file layouts required by clients and third-party vendors and translated requirements into file interface specifications for more complex files.
• Provided service specific expertise for data, foundation, and systems analysis in the creation of file specifications and incorporated recommended updates based on review.
• Improved the accuracy of client data translation by carefully listening to pain points and examining data errors.
• Reduced cost of Leave of Absence management program by 5% through analysis of the data and processing procedures.

Client Manager

Confidential, Hunt Valley, MD

Responsibilities:

• Managed benefits for over 20 Confidential 500 companies comprising expats, retirees and 100's of union groups.
• Lead the dialogue to synergize benefits during mergers and acquisitions.
• Generated on average $80,000 annually in new revenue by finding solutions to client pain points.
• Accountable for client final requirement document sign-offs for pricing, premiums, offerings, carriers, payroll, and plan design annually for 4-6 clients with an average of 10,000 employees.
• Analyzed Service Level Agreements, monitored to ensure they were met and reported quarterly on the results.
• Liaised with client and vendors in analysis discussions to ensure the provision requirements matched the technical specifications for clients in ongoing delivery.
• Recorded and reviewed project scoping, risk, budgeting and change order records.
• Collaborated with clients with respect to ongoing requirements definitions, large scale ad hoc projects, and service delivery questions.
• Generated increased revenue by knowing contractual agreements and recognizing requests that were out of scope.

Benefits Operations Manager

Confidential, Hunt Valley, MD

Responsibilities:

• Completed benefits administration website setup through gathering and verifying requirements, detailing benefits design and rules, eligibility criteria, employment and life events, website content.
• Decreased the number of employee escalations 70%-85% by analyzing the data and improving the self-service portal experience.
• Assisted in the training and management of up to 20 customer service representatives.
• Manually performed benefit processes and complex calculations that are not automated, requiring plan knowledge, analysis, and interpretation for 5,000+ employees.
• Coordinated testing and training efforts for client website.
• Actively engaged with client to stay abreast of any changes to their benefits and how they impacted their internal clients’ experience.
• Surpassed contractual performance standards and defined operational measures.
• Identified process improvements, resulting in year-over-year efficiencies in aligned client group’s operational workloads.
• Delivered timely and quality support to plan sponsors and plan participants, including project planning, scheduling and managing, capacity and utilization management, exceeding all performance goals.

Project Manager

Confidential, Owings Mills, MD

Responsibilities:

• Managed the successful deployment of web benefit statements and paper statements for a critical Confidential 100 clients.
• Created and implemented web production procedures and standards resulting in increased sales on client’s accounts by 6%.
• Developed the framework of a new product offerings; Thus, successfully retaining clients.
• Directed technical project team through all phases and activities of the project lifecycle.
• Lead client meetings with key HR decision-makers to determine statement goals, scope and priorities for the benefit statement; Provided consultation on communication strategies for benefit plan changes that balanced the clients’ needs and budget.
• Documented and communicated a clear vision of project objective, schedule, scope, technical requirements, and responsibilities to internal and external team members, consisting of web developers, programmers, analysts, artists, document specialists, fulfillment center, client team.
• Researched latest HR trends and statistics to develop statement messages.
• Responsible for decision-making to leverage resources to keep all projects moving forward.
• Proactively identified issues and risks to develop contingent plans
• Creatively problem-solved resulting in milestones achieved on-time and within budget.

Benefits Project Specialist/Analyst

Confidential, Owings Mills, MD

Responsibilities:

• Analyzed Summary Plan Descriptions for health & welfare benefits and retirement plans.
• Developed requirements documents for personalized benefit statements.
• Tested data, calculations, programming, and variable logic on print and web statements.
• Developed and implemented logic to drive the text on a personalized level for each employee.
• Created solutions for any issues that arose applicable to data conflicts, space issues, and inconsistency within documentation.
• Wrote text for benefit statements that communicated the client’s desired message in the appropriate language and in the allotted space related to all levels of employee benefits.
• Queried and analyzed merged data for consistency, logicalness, and accuracy prior to the printing/deployment of the statements.
• Reconciled client and vendor data files and guided them through the data editing process
• Proofread text and tested complex calculations on the web and in print.