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Program Manager, Risk Adjustment for Medicare AdvantageLaunched the Prospective Risk Adjustment program for Blue Medicare Advantage in an effort to improve documentation and coding of chronic conditions submitted to CMS in the current DOS year, resulting in improving Medicare reimbursement. Generated in excess of $40 million in the first year, and $130 million in the second year.Developed the payment process for incentives to providers for participating in this voluntary program from scratch as this was a brand new program for BCBSNC.Developed provider education platform to include onsite and web based training as well as a web portal containing educational materials for the program. In conjunction with the vendor, conducted on-site training presentations for providers and practice managers.Worked with provider groups and provider relations teams within BCBSNC to develop contacts within the practice organizations to educate them on the differences between Prospective and Retrospective Risk Adjustment.Provided guidance to the Commercial Risk Adjustment team as they launched a Prospective Risk Adjustment program for the new ACA members beginning in 2015.Trained Network Management Provider Relations and Customer Service teams on Prospective Risk Adjustment so they can answer questions from providers and members about the program.

Assisted with WinXP to Win7 system migrations for financial businesses.

Oversee the CCNC Medicaid Readmissions program and all implementation projects associated with that program. - Contacted hospital project coordinators for several of the projects that had started but never completed. Managed the communication between Truven's software engineers and the hospital's IT contacts to get those projects moving again. Completed two projects allowing Truven to recognize $70,000 in revenue, and in the process identified $1.3 million in potential revenue.- Managed these projects from inception through customer acceptance. - Managed timeline, personnel, risks, and budget using MS Project, SharePoint and Basecamp.- Acted as Truven Healthcare primary point of contact to NCHA and N3CN associated with these projects. Communicated project details and progress through weekly meetings with customers, NCHA, and N3CN.- Managed the individual projects working with cross-functional teams to implement the system utilizing waterfallDeveloped a project capacity matrix for the Clinical Data Integration department using embedded functions within Excel and accessible through SharePoint allowing for increased staff utilization by offering efficient project tracking and near real-time updating.Assisted the Sr. PM manage the ShareCor patient readmissions project for the State of Louisiana- Updated project status in MS Project- Conducted bi-weekly status meetings with the customer and weekly internal status meetings with the cross-functional implementation team.Participated in UAT for the new HIE Advantage Analytics system.

Support Specialist for Med Station, C2Safe, Pyxis Consultant, and ParX- Proprietary software on several versions of Windows OS.- Windows 3.1-XP, Sybase, MS-SQL, RAID, VMware, Remote Desktop, TCP/IP, network security- Provided conversion support to customers upgrading MedStation and other products. Was available for on-call system support during and after conversions.- Wrote several SQL scripts including one automating the network backup process and validating the database integrity nightly increasing performance monitoring and allowing the backups to be stored on another device.Trained staff and management in effective remote employee techniques utilizing experience as a technical support specialist and implementation analyst to teach employees how to best serve customers from a remote work environment.As a former Sr. Implementation Analyst, acted as a primary point of contact in technical support for Implementation Analysts providing an efficient source of support knowledge for employees onsite.

Managed complete requirement analysis of complex long-term projects from inception to rollout.Facilitated sessions and meetings with business process owners and subject matter experts (SMEs) for requirements gathering.Conducted release planning and risk assessment in conjunction with project manager.Validated business requirements and maintained project repository with the latest document versions.Performed project management and planning for end-to-end delivery of software solution, including developing and presenting project plans and providing weekly status reports to clients.Liaised with key stakeholders to discuss project status and potential roadblocks.Utilized best practices for desktop lifecycle management from deployment and image build to maintaining software and patches for application deployment, and change controls and notification.Documented critical processes and problem escalation sequence using screen shots and diagrams.Supported client's application development teams with any hardware, software or networking issues.Reviewed, designed, and implemented software and hardware solutions to address administrative programming and system requirements.Liaised with stakeholders to identify and document software/system purpose, work-flow issues, and output needs and determine overall functional and technical system requirements and specifications.Maintained effective working relationships with internal contacts and external stakeholders.Recommended innovative technical solutions that facilitated improvement in multiple systems.Supported and maintained Windows-based PC workstations, printers, and associated equipment.Analyzed, troubleshot and resolved desktop, server (file/print server), network connectivity, and software and hardware issues & Set up new workstations, performed software installations, troubleshot softwareCreated end-user documentation and policies related to technology.SME for C2Safe.

Initially hired as a Support Specialist. Promoted to Support Center Supervisor overseeing the largest of four divisions. Led a diverse team of up to 25 full-time and temporary technical specialists. Through training, and taking interest in my employees success I was able to transform a struggling team into one of the best performing teams in the department.- Call abandon rates dropped from 25% to 5%- Calls answered in less than 2 minutes improved from 60% to over 90%- First call resolution improvedProvided formal mid-year and annual performance reviews for all direct reports as well as ongoing performance feedback Leadership team member in Kaizen event streamlining workflow processes in the Technical Support Center. Implemented a process to improve communication between Technical Support and R&D, reducing redundancy between the two departments and improving customer support efficiencyImplemented a morning program which reduced daily call abandon rates by focusing on maintaining a low abandon rate and AHT in the early hours of the day, we found we could manage performance metrics more effectivelyRecommended innovative technical solutions that facilitated improvement in multiple systems.Authored several new product solutions documenting problem symptoms and solution steps added to the solution database.Provided personalized support for 25 critical and priority clients in the southeastern United States. Acted as primary point of contact for these accounts, provided updates for ongoing issues, and led weekly conference calls with customers and field staff.

Responsible for troubleshooting hardware and software problems on Windows based Gateway PC’s for consumers and businesses.- Provided virus and spyware removal services for end users- Documented and tracked trouble calls.- Trained new employees in troubleshooting and customer service techniques.- Trained junior staff members how to offer software to calling customers to prevent their problems from reoccurring

General Manager, overseeing two San Diego store locations. Responsible for staffing, finance, inventory management, advertising, and B2B client relations.Originally hired to manage the branch store, but after the owner observed my success he promoted me and asked me to take over the entire San Diego business so he could focus on starting another store on the east coast.- Implemented an improvement project to upgrade the inventory management, accounting, and payroll systems to a computerized database increasing efficiency and accuracy- Hired, trained and mentored up to 8 sales employees and maintenance technicians in sales and customer service techniques- Provided annual performance reviews for all employees.- Negotiated additional sales and service contracts with local businesses increasing B2B revenue by 20%- Proposed and completed the branch store revitalization project. Rearranged store layout and offered additional services to customers. Revenue increased by 40% within 6 months. Overall company revenue increased by 25%- Developed company’s first website offering online sales and direct shipment of products

Initial point of contact for patients into the Emergency Room and Urgent Care Clinic.Processed check-in and discharge paperwork, and insurance verification.Processed patients for admission to the hospital, created and updated patient charts.

Responsible for maintaining engine room equipment, and operating equipment while underway.Attended Naval Nuclear Machinist's Mate School, and the Naval Nuclear Power SchoolQualified Engine Room Supervisor.Trained and supervised 10 to 15 subordinates.Member of the Damage Control Training Team.Held a Top Secret security clearance