Alicia Devore, Pmp Email & Phone Number

Remote

Remote, New York, Baltimore

Cognizant - Healthcare, Senior Consultant and Project Manager Senior Consultant - July 2020 – August 2020Provider Taxonomy Three-Week Assessment*Researched Network Adequacy requirements; conducted a gap analysis of a Payer Organization’s HSD File*Conducted Provider Directory review for deficiencies of CMS requirements (including interoperability requirements)*Created PowerPoint slides of short-term and long-term recommendations on Provider Taxonomy strategies and provider data clean-up initiative**Onsite Project Manager (Remote) - March 2020 – July 2020Medicare Advantage Program Part D (MAPD) – BPaaS Services Implementation*Implementing and standing up Medicare Advantage Plan Part D BPaaS for a Health Payer Organization acting as an onsite Project Manager during COVID 19 Shelter in Place.*Collaborate with the Primary Project Manager to update and maintain the Project Plan, facilitate and schedule meetings communicating and reporting project status to the Client and Steering Committee, create and maintain the Deliverables & Obligations Spreadsheet, compared SOW to Application Program Interface (API) requested by the client further refining scope and change requests. **Senior Consultant - January 2019 – April 2020Administrative Services Only (ASO) – Operational Readiness Consultant*Implement Operation Readiness for Administrative Services Only (ASO) with two Health Payer Organizations acting as Third-Party Administrator (TPA) for Self-Funding Employer Groups*Partnered with PNC Bank and ECHO Health Inc. to create process flows for the banking arrangements that will issue ASO claim payments to Providers, Members and Vendors.*Worked with Facets SME and Architect validating Facets functionality for accurate payment reconciliation

Remote

Implement Munis Financial & HCM ERP Software Systems*Managed multiple financial and HCM implementation projects*Present Stakeholder Presentation, create Implementation Management Plan and manage Client’s SharePoint Project Site*Strategically planned Configuration, Process and Review Training Sessions building blocks of knowledge sequentially fostering a comprehensive and positive learning environment for Functional Leadership, Power Users and End Users*Managing and facilitating data conversions

Grand Junction, Colorado

*Successfully implemented a $1.7 million National Multi-Region FormWorks System for one of the leading Healthcare Providers with an aggressive timeline delivering system development and quality assurance ahead of schedule coming in 35% underbudget. Increased annual revenue in 2015 exceeding each month’s forecasted projection. *Completed three days ahead of schedule the hardware setup review and initial software installation to 12 separate testing, production and disaster recovery environments working with cross-function teams.*Effectively trained FormWorks to over 40 testers, project leads, and IT Administrators onsite receiving multiple accolades on clear instruction and easy to follow training presentation kicking off the client’s various testing cycles. *Reduced project cost and improved processes through documented lessons learned with each region’s go live. Post production vendor support significantly decreased with each incremental go live.*Lead and project managed over half of all the FormWorks Projects for the last four years, typical project volume ranged from 15 to 27 projects. *Implemented a new FormWorks System converting from Captiva, increased revenue from $175,000 to $210,000 through additional assessment sessions and scope. Phase Two, delivering over 300 new forms types and flat file output.*Expertise with Agile Methodology implementing healthcare compliance requirements such as ICD-10 modifications and the new CMS 1500 02/12 form. *Excel in developing client team relationships which have led to future sales with existing clients.*Quality communication has led to refining project expectations, assessment and requirements sessions resulting in shorter project lifecycles.*Determine project methodology for software development lifecycle (SDLC), experience identifying alternative project methodologies for constrained ICD-10 timelines. *Collaborate with cross-functional teams.

Grand Junction, Colorado Area

Work collaboratively with management and other internal individuals to analyze RMHP information system configuration and other processes to build a shared knowledge base for the Customer Service Department utilizing SharePoint, MOSS 2007, including processing automation, improve accuracy and timeliness of customer service calls, and ensure that the Customer Service Department processes are efficient and effective. Make necessary programming decisions on behalf of the department.Use project management and technical skills to plan, develop, advance, and oversee departmental automation projects with IT staff or outside consultants. Act as a liaison between department(s) and IT staff or outside consultants to ensure all elements of a project are communicated and completed in a highly efficient and effective manner.Provide consultation and advice to management regarding new projects and product implementation of department systems. Analyze and streamline business processes creating improved efficiencies and increasing productivity.Validate processes through testing queries and monitor systems and report improvements to the Director.Customer Service Communication Liaison ensuring information was deployed accurately and timely to the department and management so members receive excellent customer service.Join or lead subcommittees or task groups to meet the business needs.Train the trainer on core concepts, principals and processes retaining consistency within the department.

Grand Junction, Colorado Area

Supervised a staff of 13-18 customer service representatives (CSRs). Developed and provided career counseling to staff through monthly reviews. Monitored and reviewed customer calls for quality assurance and staff development purposes.Provided leadership and training to my staff ensuring departmental goals and objectives were met. Customer service metrics included a seven-minute or less average handle time; which involved completing the introductory phase of a phone call, providing quality and accuracy during the context of the call, and appropriately closing the call. Key qualitative criteria included resolving and managing complex problems effectively and efficiently by utilizing internal resources and contacts.Encouraged employees to enhance their customer services skills by being creative thus creating a more stimulating work environment and winnowing non-performing employees.Overall personnel development including interviewing applicants, and facilitating transfers, promotions and terminations.Resolved complex (hence escalated) customer complaints and provided follow-up as needed. Answered and assisted with employees’ questions and/or problems regarding company policy, procedure and products.Attend a weekly conference call working with a mail order drug company, ESI ensuring customer services needs are being met as well as escalating any business related problems. Joined a committee, Build It, ensuring the Customer Service Department received education material on new products and developing training so that CSRs are able to handle calls effectively and with confidence.

Greenwood Village, Co

Implemented and transferred 401(k) Plans and assets for start-ups, mergers and hybrid corporations. Conducted welcome calls after a thorough review of plan documentation and organized and scheduled welcome calls to answer specific 401(k) plan provision questions. Coordinate the timely and accurate preparation of plan documents while meeting ERISA deadlines such as Black Out Notice requirements.Oversee the plan set-up process, quality check plan provisions are accurate with Adoption Agreement and work with other team members to refine as necessary. Work with internal and external clients to provide quality assurance. Follow up and resolve outstanding problems or concerns.Facilitates the transfer of plan assets and participants’ records by written and verbal contact with prior carriers. Serve as the main point of contact for communications during the implementation process.Lead client meetings and conference calls for the implementation of hybrid plans to ensure internal processing cooperation for these more complex plans.Series Six Licensed.

Greenwood Village, Co

Institutional Sales Associate/AssistantResponsible for supporting a sales team of two by making follow up calls and providing further in-depth explanation of ICON’s Institutional product suite. Managed and followed up opening new institutional accounts ensuring a smooth transition. Servicing current institutional clients and their consultants by providing quarterly performance figures and product information. Effectively communicate with key internal contacts so that assets being transferred into ICON are complete and accurate and also enhancing the company’s institutional sales efforts.Escalate problems and/or issues immediately ensuring a quick resolution. Advocated implementation for a client software program and imaging system to more effectively process and archive legal documents, correspondence or other vital documents relative to each account. Responsible for coordinating client reviews/presentations, managing conferences and speaking opportunities, resolving client issues, coordinating due diligence meetings, interacting with pension consultants, and answering questions from potential new clients ensuring the day-to-day operations met business needs.Traveled to conferences, assisting with promoting and exhibiting ICON Institutional products and services. Ability to wear many hats, manages multiple projects, work independently, and have a good attention to detail while working with interruptions.

Greenwood Village, Co

Tested daily, weekly and monthly compliance reports for ICON mutual funds.Filed advertising materials with the NASD meeting NASD guidelines and filling deadlines. Maintaining the NASD bank account so that funds were adequate when advertisement were filed. Reviewed Selling Agreements for completeness, organized spreadsheet tracking specific data from the selling agreements. Handled inbound and outbound phone calls assisting clients and potential clients with questions and materials required by the selling agreements. Worked on special projects relating to the selling agreements.Assisted and organized the President with travel arrangements and calendar appointments.Created and organized Board of Trustees book/CD for their quarterly meetings. I worked with adobe and created both an electronic and hardcopy of all materials that are reviewed by the Board.Assisted the President, General Counsel, Chief Financial Officer, Assistance General Counsel, Chief Operating Officer, Chief Compliance Officer, and Compliance Managers with presentations, reports, correspondence, phones, dinners, luncheons and other duties as assigned.Worked on projects assigned by the President.

Littleton, Co

Sales Tax AnalystImplemented and organized the Arapahoe County Open Space Sales and Use Tax Program during the first stages for initial notification of the new tax. Activities included: attending training classes and building a network of resources, which included contacts at the State and at other counties. Was a member of the Colorado Association of Municipal Tax Auditors.Duties included the ongoing daily operations of the sales and use tax program. Specifically, performing, recording, and reporting on financial activities related to sales and use tax. Additional duties include data entry, testing the tax software program ensuring business and user requirements are being met, compiling reports, preparing monthly, quarterly and year-end reports for auditors, performing a wide variety of administrative and managerial tasks, and providing professional assistance to the Director of the Finance Department. Management AnalystManaged and reported on Emergency 911, Arapahoe County Foundation and Vending Machine Funds.Researched and prepared the Statistical Section of the County’s Annual Financial Report.Calculated mill levies for all the Special Districts within the County. Created multiple Excel spreadsheets for various financial comparisons and analyses. Prepared and tested procedures for SAP, the County’s financial software.Completed other duties as assigned.Assistant to the Clerk of the BoardAttended meetings of the Board of County Commissioners and Planning Commission recording and transcribing all minutes and resolutions.Assisted the public with accessing information and posting notice requirements. Responsibilities included scanning and profiling documents into the Electronic Document Management System.

Centennial, Co

Supervised a staff of 12-18 customer service representatives. Developed and provided career counseling to staff through monthly reviews. Monitored and reviewed customer calls for quality assurance and staff development purposes.Provided leadership and training to my staff ensuring departmental goals and objectives were met. Customer service metrics included a three-minute or less call handle time; which involved completing the introductory phase of a phone call, providing quality and accuracy during the context of the call, and appropriately closing the call. Key qualitative criteria included resolving and managing complex problems effectively and efficiently by utilizing internal resources and contacts.Encouraged employees to enhance their customer services skills by being creative thus creating a more stimulating work environment and winnowing non-performing employees.Overall personnel development including interviewing applicants, conducting yearly reviews, and facilitating transfers, promotions and terminations.Solved complex posting and processing problems for the Customer Contact Center, and managed and resolved senior management’s and the Board of Directors’ issues related to their personal investment accounts.Resolved complex (hence escalated) customer complaints and provided follow-up as needed. Answered and assisted with employees’ questions and/or problems regarding company policy, procedure and products.

Paralegal, Law

Ba, Business Administration, Communications