Heather Brandon Email & Phone Number

Sandy, Ut, Us

Us

Salt Lake City, Ut, Us

Mclean, Virginia, Us

- Managed all aspects of the customer support department policies, objectives, and initiatives- Created a quality control system to score quality and monitor performance - Developed service level standards focused on response time and issue resolution - Created a culture and processes to exceed business expectations and deliver top tier customer service- Empowered and engaged the customer service team to drive quality and consistency - Acted as the voice of the customer across the organization to ensure a targeted vision and to drive results - Engaged with employees to provide constructive feedback through personal development plans, coaching, and training - Built systems to capture and report on service metrics, including customer feedback or trends in product or service issues- Led all recruiting and HR efforts from hiring, onboarding, training all the way to firing and offboarding

Salt Lake City, Utah, Us

- Selected to be the first project manager for the Telehealth department and tasked to develop a measurable program- Designed, developed, implemented, and maintained business solutions for telehealth and outreach projects- Collaborated with stakeholders to identify requirements and managed end-to-end projects- Evaluated process methods to improve efficiency, streamline processes and keep projects and tasks on schedule- Learned to employ a high level of UX design keeping the customer and user experience in the forefront of all projects - Developed a system to report for the project management team to top leadership

Eden Prairie , Mn, Us

- Leveraged Agile development and cross-functional leadership skills across the development, implementation, and QA teams- Actively engaged in O&M change control board meetings to prioritize issues related to customers on the claims manager product- Collaborated to re-create and troubleshoot claims manager customer issues resulting in quicker resolution- Reported to the executive team which lead to training opportunities for internal and external clients - Engaged with technical writers to provide additional documentation and product bulleting for problem resolution - Acted as a SME for claims manager by maintaining strong product and content knowledge- Identified and communicated existing solution features and new enhancement needs by providing voice of the customer - Provided support and training on product features and benefits for internal departments - Mentored and coached team members to provide consistency throughout the teams- Identified improvements for increased customer satisfaction, customer revenue, and reduced customer and/or internal expense

South Jordan, Utah, Us

Built and managed the Beta process for releases:- Gathered and reported client feedback to the executive team- Met weekly as part of the launch management team to report project status to department managers and executives - Designed processes to recruit, qualify and contract clients to participate in the Beta program- Collaborated with bug jury and support to ensure timely resolution of client issuesSelected to lead and manage special projects: - Created a SWOT (Strengths, Weakness, Opportunities, Threats) analysis on the company’s top ten competitors that was utilized by the CEO and the sales team- Analyzed EMR (Electronic Medical Records) client usage to identify active users- Served as a client advocate for clients that were experiencing a high volume of issues- Collaborated with documentation team to update technical specification documentsCreated, moderated, and contributed to the user forum- Authored a variety of topics for areas such as FAQ and tips and tricks- Researched different forum types to determine the best fit for company needs- Moderated posts to ensure accuracy and timely response- Participated in the Agile/Scrum development process through chartering and scrum of scrums- Conducted warm sales call for a credit card processing feature that led to add on sales of 39 out of 40 clients- Content Manager for the website redesign- Triaged bug cases to determine validity, impact and severity- Analyzed and tested new and existing features- Documented steps to reproduce to assist developers in recreating and understanding issues- Tracked and documented user enhancement requests

Long Beach, California, Us

- Liaison between Molina Healthcare, the provider community, and other health care companies: - Promoted efficient delivery of services to provider- Conducted visits on a weekly basis with providers- Followed up on outstanding issues- Managed and maintained new and existing provider relationships- Scheduled yearly provider education and provider fairs- Maintained database with up-to-date information that was required to automate the claims adjudication process- Corrected information in the database that prevented claims from being processed- Processed HCFA and UB92 Claims to ensure correct payment