PROFESSIONAL EXPERIENCE:

Confidential, Westlake, Ohio

Project Manager

Responsibilities:

• Successfully organize, plan and manage Confidential projects, from initiation to project close, for clients with annual volumes ranging from $500,000 - $2,980,000,000
• Conduct regularly scheduled and ad hoc meetings with project resources to discuss and remove roadblocks and ensure critical path tasks stay on track for completion by key milestone dates
• Review existing processes and workflows and make necessary updates, to create and document new procedures that increase efficiency and reduce turnaround time of standard new client implementations
• Provide training and mentorship to other team members on appropriate use of existing tools to mitigate risk, and reinforce departmental best practices

Confidential

Project Coordinator

Responsibilities:

• Created and maintained customized training materials and conducted trainings sessions, to effectively develop end-users understanding of the new business products, processes, and software solution purchased
• Managed external provider notification process, provider EFT/ERA enrollment activities, and new user system access setups in SQL Server for 15-20 clients at a time
• Conducted daily data validation audit and communicated results to internal departments including sales, operations, business analysts and information technology to ensure data integrity was maintained
• Ensured projects moved forward in a manner consistent with the project plan by maintaining deliverables including meeting minutes, status reports, and tracking documents

Confidential, Cleveland, Ohio

Supervisor, Customer Relations

Responsibilities:

• Analyzed data produced by EPIC Software, to identify trends and create relevant training materials that reduced the turnaround time for resolution of complex issues
• Trained, coached, and redirected team members, to ensure daily performance measures for quality and service production were met and compliance with state and federal guidelines were maintained
• Partnered with the Customer Service Director to create a comprehensive departmental guide, designed to limit operational inefficiency and minimize risk to consumer satisfaction, during the downsizing of the company, due to its intent to exit the market
• Created documentation outlining standard operating procedures, optimizing the speed, efficacy, and productivity of Customer Relations Representatives and resulting in increased member and vendor satisfaction

Administrative Assistant

Responsibilities:

• Served as the liaison between the Strategic Community Initiatives team and existing and prospective donors for both fundraising and non-fundraising events
• Facilitated monthly team strategic planning meetings to review statistical reports and event attendee feedback, identified growth opportunities and operationalized a plan to increase donor engagement and participation
• Responsible for internal administrative functions including preparation of executive event briefings, maintaining donor information with Blackbaud Raiser’s Edge database software, processing monetary and in-kind donations, and generating and processing all invoices
• Supported Development Officers with all forecasted event needs by coordinating invitation production, managing the RSVP database and ensuring resources are available for all-day of responsibilities

Patient Access Representative

Confidential

Responsibilities:

• Redesigned, implemented and trained staff, on a process improvement plan utilizing pre-registration to increase interoffice communication, decreased denial errors and increased claims paid on the first submission
• Scheduled appointments and registered patients, explained cost shares and fees, and verified demographic and insurance information. Accurately input all related data into both Centricity RIS-IC and SIEMENS Soarian 3.4 for ordered radiology services
• Assisted supervisor with data collection and utilized trend analysis to maximize facility utilization and ensure optimal staffing at all sites
• Maintained an in-depth knowledge of insurance programs, rules, regulations and guidelines, along with a solid understanding of Medicare rules, medical terminology and ICD-9 CM Coding

Confidential, Cleveland, Ohio

Sales Manager

Responsibilities:

• Coached sales associates on Confidential 's 5-Steps customer service process, resulting in a 35% increase in customer service satisfaction results and a 15% increase in items sold per transaction
• Managed front and back of house operations and vendor relationships to ensure merchandise stock levels were available and floor standards were properly maintained, contributing to high-quality shopping experience for each customer
• Managed human resource functions for multiple departments, including staff development and training, as well as recruiting, screening, interviewing, and selecting qualified candidates for sales associate positions
• Coordinated the development and implementation of a comprehensive Omni-Channel knowledge exam, which was approved for all sales associates to take and provided a certificate of expertise upon completion
• Appointed to selective Fast Track Program for high achieving sales executives, which enables participants to be streamlined within five years to Vice President Store Managers