SUMMARY:

• Motivated self - starter
• Reliable, flexible, and open to change
• Able to handle confidential matters
• Excellent oral and written skills
• Experience in training personnel from diverse backgrounds and cultures
• Inventory Management Training

TECHNICAL SKILLS:

• MS Office Word
• Excel
• PowerPoint
• Access
• Outlook MS Windows 8/7/Vista/XP
• Office 97
• 2000 Installation of systems hardware software and applications
• Sales/Customer Service Training

PROFESSIONAL EXPERIENCE:

Computer Systems Analyst II

Confidential

• Represent Confidential as Lead SME Computer Systems Analyst for the Next Generation ACO (NGACO) Model
• Build close relationship with CMS/CMMI, CMS contractors, and healthcare professionals supporting the model
• Use BMC Remedy Ticketing System to log, update, and resolve tickets
• Perform immediate analysis of customer problems and direct the implementation of corrective action to restore function and avoid recurrence
• Function as the single point-of contact for problem escalation and resolution
• Record all incidents while maintaining accountability and ownership until resolved
• Aid in the resolution of technical issues preventing normal business processes from completing as expected which may entail resolving file content errors, file transfer problems, user error, etc.
• Monitor the resolution of open issues and ensured that inquiries are resolved in a timely manner
• Participate with management in identifying volume trends as well as best practices to create greater process efficiency for the CSC
• Develop Standard Operating Procedures (SOPs) and detailed work instructions
• Design business processes, business process models, and perform other tasks that demonstrates technical understanding of production operations
• Adhere to Confidential corporate policies, initiatives, directives, and to all guiding principles as required by CMS
• Train team members to increase performance, morale, and productivity

Computer Systems Analyst

Confidential

• Provided day-to-day operations coordination and problem resolution for FPLS systems
• Ensured a timely and efficient flow of quality data between OCSE, states, and federal agencies
• Managed FPLS data problems identified by the Data Quality Team, State Technical Support Teams, or FPLS users
• Provided support to federal management to ensure NDNH operations are executed effectively and data issues with states and federal agencies are resolved in a timely and correct manner
• Monitored federal agency New Hire and Quarterly Wage (QW) submissions for timeliness and data accuracy
• Worked with the U.S. Department of Labor (DOL) to ensure that OCSE and DOL are working together to improve the accuracy and timeliness of State Workforce Agencies’ submittals to the NDNH
• Maintained addresses for federal agencies for income withholding orders (IWO) and national medical support notices (NMSN)
• Submitted all notifications of NDNH issues to the data matching partners
• Identified and resolved data issues and submitted all back-out requests for data removal and/or data correction in the NDNH
• Identified enhancements to the NDNH to improve the quality and reliability of NDNH data
• Tracked issues in OCSE approved tool

Care Coordinator

Confidential

• Documented, analyzed, and processed denied claims
• Prioritized insurance claims based on received dates
• Organized different types of claims based on health insurance provider
• Performed routine clerical tasks (i.e. copy, fax, file)

Helpdesk Customer Service Representative

Confidential

• Daily use of BMC Remedy Ticketing System
• Resolved inquiries to the end user’s satisfaction over phone, e-mail, and voicemail messages for the Cognosante Exchange Operation Support Center
• Monitored Service Desk for tickets assigned to the queue, processed by first-in-first-out based on priority with quick response and efficiency
• Provided technical support and guidance to end users experiencing difficulties with application issues related to the Healthcare exchange program such as CALT, ZONE, SERTS, SERVIS, and CMS website systems

Automation Clerk

Confidential

• Reviewed and verified bibliographic information that included checking serial titles for possible title changes and referred major bibliographic problems to the Unit Head
• Kept the Library’s integrated library system, Voyager, updated to reflect accurate holdings for the Library’s extensive journal collection
• Diagnosed, identified, and isolated problems by using historical database records
• Identified missing journal issues in the Library’s collections
• Performed an inventory of hundreds of titles in the Library’s classified serials collection
• Performed special collection maintenance tasks such as shifting library collections and measuring shelf space for future growth
• Downloaded missing journal issues from publisher websites
• Scanned and performed image quality processing on selected rare books from the History of Medicine Division collection using a Kirtas Kabis scanner to make these items available on NLM’s website
• Pamphlet bound hundreds of collection items
• Reviewed monographs and serials withdrawn from the Main Reading Room for inclusion in the General Collection.
• Removed several damaged microfilm cabinets, including their contents of approximately 4,400 reels of microfilm and replaced them with new cabinets
• Measured very fragile collection items for custom-made archival boxes using the vendor’s measuring software
• Performed routine clerical tasks (i.e. copy, fax, file)