Managed the relationship with Pharmacy Audit and their external auditors. Managed the process of external audit process.

•Ensure testing is completed•Validate approvals for all Projects/Arts being installed into the production environment•Manage testing task needed to be performed•Ensure proper documentation is received prior to testing •Ensure policy’s and procedures are followed •Create metrics for defects identified•Track issues and resolutions within the environment•Inform proper areas for upcoming projects that need to be tested

Manage RDS Reporting, Manage Medicare's Limited Income NET Program that provides temporary Part D prescription drug coverage for low income Medicare beneficiaries not already in a Medicare drug plan.

Managed large groups to develop a testing strategy to ensure that all major features and functions of each project were fully tested and implemented with the smallest amount of defects possible. Help mitigate work around solutions for any defects that could not be corrected at that time. Manage defects and ensure that items are getting tested when they are scheduled. Work with the Business Owners and IT department to ensure open lines of communication are existing.

Internal Audits on Louisville Customer Care SpecialistTaught Quality in the classroom for new hires Work with Outsource Vendor Teams to coach and develop Vendor Quality Analyst Increased calibration scores for Vendor Quality Analysts in Utah, New York, North Carolina, and TexasHeld focus groups to help coach and develop Customer Care Specialist, SMEs, Team Leads, and Front line leaders on Perfect ServiceThrough side by side coaching process helped retain and increase scores for Louisville Customer Care Specialist Gather data and reports to debrief Operations on trendsAssist in process to correct trends and errors within the call center Analysis trends and review processes for Customer Care Specialist to followTrained the QA team on Argus systems and Pharmacy related callsProducts I have been trained on: (B&E, Pharmacy, RightSourceRX, Verification, and RX Enrollment, HCPR)