Heather Riley Email & Phone Number

Houston, Texas, United States

In my most recent role as a Product Manager, I orchestrated quarterly plans and created innovative solutions to enrich the member experience. I compiled detailed monthly and quarterly reports to evaluate project performance, establishing benchmarks for future enhancements and continuous improvement. My responsibilities include spearheading projects from requirements gathering through ticket creation to solution validation in a live environment, ensuring all phases meet stakeholder expectations.Achievements:• Conducted thorough user acceptance testing (UAT) prior to production deployment, prioritizing backlogs and actively engaging with all relevant stakeholders for alignment.• Cultivated cross-team collaboration to drive innovation and improve product offerings, which boosted member satisfaction and retention.• Developed a streamlined technology solution utilizing APIs to integrate multiple backend healthcare services into a single platform, resulting in an initial 5% increase in shared customer usage, with an anticipated growth of 10% upon full integration.

Houston, Texas, United States

As a Technical Program Manager, I executed comprehensive quarterly strategies, crafted innovative solutions, and assessed project performance post-launch to ensure alignment with business objectives. I oversaw bug resolution processes, supervised scrum methodologies, and coordinated effective stakeholder communications to maintain transparency and project success. My diligent approach to gathering requirements and managing ticket creation enabled smooth project progression.Achievements:• Facilitated quality assurance (QA) and user acceptance testing (UAT) across various development phases, addressing potential issues early to maintain project integrity.• Strengthened team dynamics by mentoring junior team members and fostering a culture of continuous learning and collaboration within the organization.• Designed and implemented a self-service feature that empowered users to search for local physicians, leading to a 30% reduction in costs for personalized local support services and decreased direct requests to the support team.

Houston, Texas Area

Established performance metrics to assess team effectiveness and identify areas for improvement, aligning departmental goals with organizational objectives. Supervised technical monitoring department with focus on team development, employee retention, and enhancing operational efficiency through process automation. Collaborated with cross-functional teams to drive initiatives aimed at improving system performance and service quality across organization.• Directed creation and tracking of Jira tickets while facilitating beta and UAT testing within Agile software development framework to ensure quality outputs.• Revamped technical monitor workflows and built automated dashboard, boosting team productivity by over 150% while managing costs effectively.• Designed training materials and conducted workshops to elevate team performance and knowledge, fostering proactive and skilled workforce.

Assisted in troubleshooting technical issues and employed solutions promptly to minimize downtime and improve user experience. Kept detailed documentation of support processes and technical issues, contributing to knowledge base for future reference and team training. Cooperated with development teams to relay user feedback, ensuring continuous improvement of technical infrastructure and service delivery.• Steered beta and UAT testing for Agile projects, identifying and addressing potential issues to optimize system functionality.• Developed user guides and training materials to empower clients in navigating technical platforms, elevating satisfaction.• Provided comprehensive IT support to clients and physicians to enable virtual appointments, confirming optimal audio and video connectivity during consultations.

Houston, Texas

Coordinated with healthcare providers to ensure timely updates of medical records, facilitating communication and patient care. Led audits of medical records to certify compliance with regulatory standards, applying corrective actions as necessary. Trained staff on best practices for record management, fostering culture of accuracy and compliance within organization.• Created reports on record-keeping metrics to inform administrative decisions and identify process improvement areas.• Oversaw acquisition, digital documentation, and maintenance of medical records within customized EMR system, ensuring data accuracy and security.• Implemented systematic processes for record retrieval and storage, enhancing operational efficiency and reducing retrieval times significantly.

Kapolei, Hawaii

• Maintained EMR accuracy through coverage updates, demographic management, state enrollment verification, file exports, and manual correction of import errors.

Tulsa, Oklahoma

• Achieved 98% accuracy and average transcription speed exceeding 80 lph in medical report transcription and EMR maintenance and navigation.

Corpus Christi, Texas

• Managed multifaceted roles including contractor management, finance applications, contract consignment, and DOT permitting.

Junction City, Kansas