Cathy Morrison Email & Phone Number

Melbourne, Fl, Us

Mclean, Va, Us

• Deliver system support to all aspects of HFHP Clinical Operations department.• Lead all aspects of Clinical Operations related system testing and maintenance, while working closely with Clinical Operations leadership to ensure all system related business needs are met.• Partner with technology and project groups to define business requirements, perform user acceptance testing and implement changes.• Lead as MHK operational subject matter expert to diagnosis, treat, test, and maintain required functioning within the core Utilization Management system. Advanced understanding needed specifically within the UM and Portal modules of MHK.• Key stakeholder for projects that require reporting of key metrics, business requirement documentation, and building test and control plans directly related to Utilization Management division of Clinical Operations.

• Leads team of non-clinical, Intake associates responsible for consuming and reviewing prior authorization requests that come in through multiple formats (fax, portals, email, CS workflow application, phone, etc.) for both inpatient and outpatient services; ensuring team adheres to all regulatory guidelines and timeframes for CMS and NCQA.• Coaches, mentors, and develops team members; contributes to individual’s long-term success and promotes standards in order for team members to choose to be their best.• Integral part of primary implementation team for conversion of core authorization application.• Led initiative to automate select authorization requests from our corporate partners at HF medical groups and facilities to reduce friction and enhance partnerships with the IDN (Integrated Delivery Network); reduced turnaround time for submitter by 50% as well as workload reduction for my team of 50%.• Launched the provider authorization portal initiative and continuing education to providers to encourage utilization, increased usage by 50% the first year, trending for 75% usage by June 2021.• Continuously leads cross-department education on multiple areas of impact to increase knowledge and reduce outreach for our corporate IDN partners.• Unceasing process improvement by implementing collaboration between teams to streamline knowledge database.• Creates atmosphere of inclusivity by including team members in decisions, process improvements, and meetings.• Developed from scratch accurate productivity reporting for the Intake team to provide to upper-level leadership, as well as to help the associates know what is expected of them and if they are meeting those metrics.

•Lead analyst for 8 customer web portals (2 Member, 2 Provider, 2 Employer Group, 2 Broker) and the only analyst for the Customer Service Application (CSA) that provides workflow between departments.•Supports software for internal customers while coordinating with vendors to resolve issues and create custom configuration. Knowledge of regulatory and certification guidelines including HIPAA and State/Federal Guidelines.•Tests customer problems; works with developers to figure out a solution; replicates and verifies customer problems. Effectively prioritizes and escalates customer issues as required. Collaborates and solves problems to resolve customer issues by working directly with customers to research, troubleshoot, and resolve processing and configuration issues in a timely manner. Conducts thorough triage and root-cause analysis, and comes up with solutions to a variety of time sensitive, operational critical issues.•Primary customer point of contact for software support,primary contact for vendor. Works directly with applications and systems vendors for troubleshooting, advanced configuration, SOWs (Statement of Work), testing and implementation.•Tracks and manages customer reported issues in the case management system. Successfully manages multiple urgent priority issues concurrently. Manages a queue of cases, prioritizing issues based on severity and customer impact.•Works with Project Managers, Data & Systems Integration and Development teams to highlight trends and identify areas for enhanced functionality.Responsible for testing all of the applicable scenarios prior to moving a project forward to production. •Demonstrates initiative, flexibility and provides complete follow through on areas of responsibility.•Assists with training.•The data system owner for supporting systems.Coordinates efforts to maintain data integrity. Works directly with departmental staff on projects (acts as the main point of contact, super end-user)

• Contributed to the development of learning resources including hardcopy and online materials.• Developed customer service documents, FAQ’s, and training manuals for knowledge database.• Participated in design of call monitoring formats and quality standards. Made training recommendations.• Provided feedback and analyzed trend data to the call center management team and assisted with action plans.• Used quality monitoring system to compile and track performance at both team and individual levels.• Gave coaching immediately to agent/s as needed. Consistently met/exceeded monthly objectives.• Coordinated, facilitated, and participated in call calibration sessions to identify customer needs.• Took part in process improvement initiatives. Identified root causes.

• Acted as a Call Center liaison for customer inquiries and concerns while providing superior quality and memorable customer experience and focusing on achieving department performance indicators.• Assisted Health First Health Plans’ customers in a caring and knowledgeable manner, representing the organization as a skilled health care professional.• Achieved individual productivity goal of 65% or higher and quality goal of 95% or higher.• Participated in the mentoring program for new hire trainees.

Rockledge, Florida, Us

• Interviewed patients at ER, Outpatient, or Inpatient registration to obtain basic demographic information, as well as health insurance coverage. • Determined customer’s financial situation and ability to pay for services rendered. Discussed different financial options available to the patient and helped them make an informed decision.

- Oversaw 5 branches in 2 counties in Southwest Florida with 5 managers and 4 bank couriers reporting direct*Directly involved in complete core processor conversion*Assisted in 76% increase in deposits , 2005-2006*Substantially increased efficiency for CSR service and selling processes

- Wrote, implemented, and maintained bank's Policies & Procedures Manuals

- Wrote, Implemented and maintained bank's CSR Training Manuals including technical and computer procedures.- Conducted training for new and existing employees including technical, computer, and customer service skills.

-Performed residential loans with required documentation.-Processed applications through the closing including data entry and approvals.-Maintained excellence in customer service, opened new accounts, maintained existing accounts, matched customer’s financial needs to products and services.