• Responsible for day to day leadership of the project team• Communicates with the Project Manager to provide regular updates to the project. Serves as primary point of contact for all functional requirements• Tracks action items, ensures completion of project tasks, which includes developing agendas, facilitating meetings and ensuring quality• Accountable for the effectiveness and efficiency of business process and interfaces, and provides direction and oversight for process/interface improvements• Responsible for documenting, defining, designing, and modeling processes according to business requirements, as well as business strategy and business architecture • Supports Credit Services Operations through the use of business analysis, project management, and financial analysis• Responsible for the coordination and development of web pages, system requirements and hardware maintenance for all new and existing lending systems• Responsible for all updates, configurations, testing and training associated with Credit Services Systems • Work with operational managers from the entire department on workflow automation, streamlining of process and employee tracking

• Proven 46% improvement in our Accounts Receivable team efficiency within a 4-month period• Improved Accounts Receivable call quality performance through 3% increase within 2 months• Mentor, influence, and passionately grow our site’s Accounts Receivable team of 23 people to stretch performance • Provide leadership in absence of direct supervisor through employee peer coaching, floor support, professional development• Fulfill time off and payroll requests within department• Proactively develop survey response strategy to increase response through meetings, team exercises, and progress checks• Utilize knowledge of data reporting software to pull data in order to create spreadsheet to report trends, progress and monitor inventory• Verify patients billing statements, collection/ write-off statements, explain statement of accounts, processes insurance claims, and prepare medication• Utilize customer service skills to provide visible floor support, answer phone calls, and provide support during grievances• Provide training, oversee daily team meetings, and facilitate staff meetings to address effectively meeting daily cost, productivity goals, addressing patient needs and communicate department/company processes and/or changes• Deliver feedback to team related to productivity and efficiency• Analyze reporting data trends within team relative to quality to ensure efficiency and productivity requirements are maximized to benefit patients • Provides department leadership in the area of staff performance including mentoring, auditing, productivity monitoring and coaching for success• Assists with the development of short & long-term goals for department and plan of implementation to bring to completion for on-going success of department

• Partner with supervisor to assist with PCA work plan development and work distribution• Lead, trained, and reviewed staff work verifying all work for accuracy, proper procedure and work technique, assuring work was within compliance• Served as senior lead in customer service, accounts receivable, and payment processing procedures• Utilized knowledge of operations, services, and all activities to train and oversee employees, ensuring proper interpretation and execution of protocol and regulations• Provided optimal customer service in handling escalated calls from members, physicians and providers as needed• Ensured timely resolution and appropriate use of expertise and discretion to resolve consumer issues

• Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable • Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines• Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns• Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs• Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety. Other duties as needed