Angela Stephens Email and Phone Number

• Administered Jira (Cloud) for IT organization including user management, designing efficientand effective workflows, implementing automation, creating custom fields, implementingnew projects and issue types, designing dashboards at various levels including individual user,project team, and cross-team visibility, researching, installing and managing plug-ins• Developed Jira training, education, and provided active application support to over 400organizational users• Created and managed strategic Roadmaps in order to consult and provide guidance withBusiness Stakeholders that aligned with IT project goals with Business initiatives• Engaged and fostered business relationships to gain an understanding of business pain points• Developed an understanding of existing business processes and cross departmentalinteractions to support project initiatives and goals• Served as a Business and IT liaison• Worked for Project Management to plan the best business analysis approach to drivestakeholder engagement• Engaged Business Leads and SMEs to understand and document current state processes andfuture state processes to identify gaps that require IT and/or business process changes• Synthesized information from multiple sources into informational documents and diagrams• Collaborated with the Solution Architects, Systems Design Analyst, Developers, and SoftwareQuality Analyst communities to trace requirements throughout the requirements lifecycle toensure solutions meet business needs• Gathered key success indicators/metrics to aid in the assessment of project effectiveness• Facilitated discussions with business leaders to identify and document non-technical organizational change management items needed to make the project successful

• Defined and created Jira Service Desks, Workflows, Custom Fields, Automated Tasks, andReporting within JIRA• Implemented JIRA Service Desk and train internal business teams• Administered Availity's proprietary business rules engine, Advanced Claims Editing (ACE), todesign, create, test, and implement business rules across multiple processing platforms anddepartments within the organization• Conducted training and support of Advanced Claims Editing to both client users and withinAvaility in person and via web• Monitored insurance company websites and communications for process changes includingclaims requirements, claims processing changes, reporting needs, and provider notifications• Guided team on use of Agile/Scrum principals and processes• Led Bi-weekly Sprint Planning, Daily Standup and team meetings• Proactively researched and defined business requirements based on payer and industry rulesand stakeholder needs• Consulted on large-scale change initiatives including definition of user and business functionalrequirements• Created and supported end-user and internal documentation of complex products andprocesses including user manuals, quick reference cards, online help content and in-screenmessages• Aided with writing test cases and acceptance criteria• Gathered and analyzed client feedback to define requirements for Development for both bugfixes and enhancements• Worked collaboratively with UI/UX to define and wire frame product enhancements and bugfixes necessary to refresh Availity application• Utilized Oracle SQL Developer and Splunk to research data, transactions, and run reportswithin the Availity database• Functioned as a mentor to other Systems Analysts and Business Operations Analysts

• Led weekly Business Analyst meetings resulting in standardization across teams and regions• Wrote requirements for product enhancements and development requests• Created business, technical, and operational solutions to support Availity and Customers’needs• Defined proper technical product and/or service configuration in consultation with clients andother service personnel• Made Add-On Product recommendations based on analysis of the Client’s business goals,operational workflow, and utilization trend• Participated in Enhancement/Usability Sub-Committee, Core Communications Team, and5010 FAQ team• Recommended best practices to clients and other internal stakeholders to address problem areas• Reviewed payer communications and transmittals to determine impact and requestappropriate solutions• Timely escalation of issues to SMEs to ensure support tickets are resolved within publishedSLAs• Trained new hire Business Operation Analysts to ensure cross expert knowledge transfer• Worked with development teams to ensure that the day-to-day technical performance of ourproducts meets client expectations• Worked with Product Owners on development projects related to client needs, includingRequirements/User story input, and limited UAT testing• Subject Matter Expert in Healthcare ANSI transactions including Claims (837P/837I),Remittance (835), Eligibility (270/271), Claim Status (276/277)• Subject Matter Expert in multiple Healthcare transaction formats including HCFA 1500, UB04, NSF, and HL7

• Consolidated Business Requirements from multiple input sources, including stakeholders,business team, and development, into User Stories and necessary product requirements• Strategically determined iterative business requirements identifying minimally viableproduct, future development, and product enhancements• Wrote and prioritized User Stories based on the understanding of the overall business benefitand the relative cost of each piece of work• Clearly defined the Acceptance Criteria for each Story• Acted as the voice of the Customer• Ensured the Customer Team is properly prepared for kick-off and could completestoryboarding, release planning, and iteration planning• Facilitated the use of JIRA for the Scrum Team• Led Sprint Planning sessions• Led product launch, alpha, and beta periods• Established initiatives and align with cross-functional goals• Collaborated with UI/UX team in the practice of wire framing to ensure development has aclear understanding of expectations• Prepared screen mock-ups and document process workflows to facilitate new products andservices• Ensured product adheres to company mission and goal• Established timelines and product benchmarks

• Evaluated client claim denials and reasons for delay to payment• Made recommendations based upon an analysis of the client’s business goals, operationalworkflow, and utilization trends• Recommended appropriate Business Rules for clients to improve their Clean Claim Rate anddecrease Accounts Receivable• Trained and supported users on Availity's proprietary Business Rule Engine, Advanced ClaimsEditing• Conducted regular touch point, problem solving and/or business operational meetings• Monitored client satisfaction with products and services• Coordinated with Legal and Finance departments to ensure clients were being invoiced by theterms of their contract• Continually monitored product utilization and performance and took corrective action wherenecessary• Developed project plans to track and follow-up on service items• Worked with internal departments to ensure client’s requests were being met and issueswere being researched and resolved• Created internal and customer-facing documentation, training program• Conducted internal and client training for specialized revenue cycle management products

• Collaborated with stakeholders in analysis and discovery, requirements gathering anddefinition, product development, testing and validation resulting in two new productofferings, Advanced Claims Editing and Patient Payment Assurance, launched in 2010• Participated with Client Account Managers and Clients in research meetings to understandtechnical needs of the customer• Performed data reviews of basic file types including 837P, 837I, 270, 271, 835, and Proprietaryformats• Completed client specific set-up and configurations• Provided Level 2 support for assigned functional application areas including root causeanalysis, fix resolution, and post implementation support• Triaged, researched, and documented support issues for Availity RCM clients• Worked with Client Account Managers, Client Service Center, and External Partners to providethorough and complete Helpdesk ticket resolutions within published SLA timeframes• Effectively used analytical skills to conduct root cause analysis and recommended appropriateworkarounds as well as best practice solutions

• Developed a basic understanding of the client’s business and internal procedures• Made recommendations based upon an analysis of the Client’s business goals, operationalworkflow, and utilization trends• Managed the business relationships for assigned portfolio of clients using the Revenue CycleManagement (RCM) and Advanced Claims Editing products with the goal of serving as anadvisor and consultant• Helped clients fully leverage products and services to achieve administrative efficiency andcost savings related to health care billing administration• Served as the primary point of contact to facilitate the implementation and training on newproducts and services, resolution of client issues, and provide best practice consultativeservices to ensure the most efficient usage of RCM products and services.• Managed claims content for both Professional and Institutional formats to ensure submissionof compliant claims files to Medicare, Blue, Medicaid and Commercial payers• Conducted an annual health-check review of client’s key product metrics with assistance• Assessed error rates, volume trends, and workflows to recommend solutions for continuousprocess improvement and increased efficiency• Monitored transactions to improve utilization of electronic transactions

• Served as Billing Specialist in 4-location, multi-specialty, central billing office, working withthe Billing Manager, Executive Director, Physicians, and Patients to ensure appropriateprocessing of medical claims, payer reimbursement, and patient collections• Improved quality and efficiency of both claims processing and payer as well as patientpayment posting• Secured prior authorizations, referrals, and pre-certifications from insurance companies toinsure appropriate reimbursement• Developed procedures for assessing underpayments and recouping overpayments• Performed subrogation recoveries, analysis and submission of claims appeals• Performed follow-up on Accounts Receivable issues concerning insurance claims, rejections,and payments as well as patient collections• Reviewed, submitted and managed accounts for outside collection proceedings