Deborah Simonson Email & Phone Number

Medicare product filing and implementation team.

Provided tutoring services to grade school children to help them improve their reading and math skills.

Manage project planning and tracking tools for deployment of the personal health record. • Updated training documents for account managers to use during deployment meetings. Assured account managers had updated product details for customer meetings and open enrollment. • Supported deployment of the Personal Health Record to National Accounts customers by coordinating with other project managers to finalize customer details and follow-up on questions and issues.• Coordinated customer lists for deployment of newly developed search engine offered to customers.

Develop and manage new and existing workflow in the imaging process. • Developed new workflow to bring ‘return to sender’ mail into electronic environment assuring delivery to correct processing areas. • Developed audit process that measure accuracy of transaction handling. Identified 6 substantial system changes which improved routing by approximately 3%. • Created and delivered training module to the offshore audit team located in India reducing need for an onshore full time employee. • Developed written requirements and completed testing for development of an Access based auditing tool that allowed outsourced staff to fulfill audit requirements.

Lead the implementation and training of new imaging process and workflow. • Played a key role in the development and design of an electronic correspondence workflow system, including developing the project plan, statement of work and testing strategy. • Managed development and rollout to 30 service centers of an imaging fax process that assured that correspondence and claims went to correct area. Achieved $800,000 savings annually.• Developed and implemented online training program for electronic correspondence workflow system.• Performed needs analysis and evaluated users of the correspondence system to evaluate their effectiveness, and provided corrective action and training that improved the performance based on information collected from needs analysis.

Managed the planning and testing for new applications and system enhancements developed in house.• Managed development, testing and rollout of an image display application upgrade utilizing a systematic push of software to 14,000 users. Project completed before scheduled date to prepare for a new system. • Effectively worked with all the members of the business team to ensure that comprehensive test-claim set-up was accomplished on schedule with results exceeding all quality goals. • Developed written training curriculum for the imaging application including the trainers guide, classroom guides and supplemental job aides. Provided train-the-trainer sessions at multiple sites to ensure a smooth transition to the new system. • Conducted performance analysis to determine the effectiveness of training and make updates to the online training program. • Coordinated with multiple service areas to prepare written communications, a video presentation, and marketing materials to promote the new system and ensure its success in the service centers.

Developed curriculum for customer service representatives and provided on-site instruction for new programs. • Provided critical customer service training at new call center which enabled successful and rapid expansion of phone assistance for open enrollment. • Developed key training sequences and managed team in successful rewrite of companywide training program while incorporating state of the art instructional methodologies. • Designed creative materials for new hires that effectively improved their capability to answer healthcare system questions from customers, which in turn reduced call backs. Materials still in use today and have been converted to a technology based training module.

Prepared written communications for field offices regarding new and updated policies and procedures. • Developed field office communication for new laws enabling field representatives to quickly understand how various parts of the law affected the way to service customers. • Played a key role, including identification of best practices, in an end-to-end workflow team for regional call center. Provided critical subject matter expertise regarding customer service to onsite consultants.

Responsible for training new Customer Service Representatives within a 12 week in house program. • Successfully delivered all sections of the company developed training program as well as supplemented with topics developed onsite to improve specific skill areas. Topics included usage of phone systems, letter writing customer service skills, computer systems, time management and claim analysis.• Assessed skill levels and identified problems hindering performance for claims processing and customer service. Individual performance increased approximately 10% following the coaching sessions.

Managed Customer Service Representatives and Claim Processors day-to-day activities and workload balancing and reporting. • Effectively resolved complex customer service issues and provided benefit consultation for members, providers and hospitals that could not be resolved by first and second level representatives. • Maintained an open line of communication between corporation and members, providers, and hospitals through development and support of new and existing company policies, procedures, and products