I rebuilt the entire system that was tightly integrated with the system of record using many product in the Noble contact center suite of products. This rebuild included the agent UI, inbound and outbound IVR, API integrations, and contact center dialer operation. During this time, my innovative ideas increased agent productivity by 85%, 29% reduction in operation expenses, 48% improvement in service level, and 168% increase in profit during a growth period of 42% revenue growth. In addition, I implemented an omni-channel business model including addition of email and web chat to the traditional voice channel.

I supported a project that integrated multiple systems of record with the contact center software. I lead the project to that lead to a successful launch. My time was spent managing a team of developers on multiple teams, in multiple countries.

I was responsible for day-to-day operations of the pharmacy management system for 22 locations including internet, phone, and IVR systems. I Lead multiple revenue-generating and efficiency gaining projects including but not limited to company-wide dispensing system and point of sale system conversion in retail pharmacies, Dispill packaging system, ScriptPro robots, bulk purchases for all stores, long term care pharmacy billing automation in retail locations, and RFP for state contracts. I developed and implemented Robotic Process Automation for many repetitive tasks including but not limited to controlled substance reporting to state agency and under paid claims to PSAO. This resulted in more timely reporting to regulatory agencies and saved over 100 hours weekly in human hours. I also maintained 340b contract pharmacy relationship with covered entities. During acquisitions and mergers of pharmacies, I coordinated technology needs including pharmacy management system conversions and new employee technology training. I maintained multiple third-party vendors relationships. I expanded durable medical equipment availability including contract negotiation (Medicare, Medicaid, and commercial payors), electronic medical claim billing, and daily operating procedures. Served as durable medical equipment manager. I saved the company over $ 150,000 or more each year in billing errors and corrected these mistakes.

During my internship, I participated in accordance with Agile/Scrum software development methodologies from start to finish. Additionally, I helped implement an automated code testing tool, SpecFlow, to teams in various departments. Also, I provided assistance to multiple teams in IS department including analysis of requirements, testing of quality for upcoming releases, and development of reports for audit requests using SQL Server & C#.

I served as an initial point of contact for many different parties including members, doctors, nurses, pharmacists, and internal departments. While on the prior authorization team, I processed coverage determinations for Medicare Part D plans, prior authorizations for commercial plans, and worker's compensations prior authorization requests. I maintained greater than 98% quality assurance average. I was acknowledged as the most improved agent in the national member services department in May 2010Additionally, I served as an Interim Team Lead for the prior authorization and Medicare teams. In that role, I was a point of contact for questions for many people including escalated issues from members, account managers, and providers. I performed daily quality assurance checks on prior authorization for high touch clients to ensure accurate review from other agents.

I assisted in opening a new, independent long term care pharmacy location including implementing policy and procedures, workflow, inventory, organization, and training. Additionally, I developed training material including but not limited to computer systems, prescription filling procedures, delivery of medications to nursing homes, emergency kit protocol, and medication ordering. I was responsible for processing new resident admits, new and refill prescriptions requests, third party prior authorizations, and billing of Medicare B & D and private pay insurance plans.