Credit Union - WAProject: Customer Service and Sales Automation Implementation (Pega CRM)Health Insurance - ILProject: Product Catalog and Product Lifecycle (Pega PCS)Pharmaceuticals - MNProject: Claims Translation Engine (Pega)Health Insurance - NYProject: Handling of Claims Exceptions (Pega)

Implementation of Pegasystem's Product Composer System (PCS) ApplicationProject: Product Lifecycle Management Process - Product Development and Implementation in the Retail/Small Group/Large Group and FEP Market Segments leveraging PEGA PRPC framework and PCS Application Solicit and analyze business requirements and document them as Use Cases using DCO (Direct Capture of Objectives) process Lead and facilitate elaboration sessions and playback sessions Lead business process re-engineering and future state design (manage 5 Business Analysts and a business team of 20 people) Manage and facilitate communication of requirements with the development and testing teams Mentor and Enable client team on PEGA best practices to increase team efficiency (5 Business Analysts) Establish internal processes to help define clear roles and responsibilities and most efficient way to handle large amounts of work

Implementation of Pega technology - Pega PRPC, CMF and Customer Service.Project: Utilization Management and Care Management across all products leveraging PEGA PRCP, CMF and CPM Assist with development of internal Lean program vision and training Lead and co-facilitate Kaizen events (PI, EC, High-Dollar) Lead the development of internal BA training/educational materials related to Process Improvement, Agile methodology and PEGA BPM best practices Lead re-design of internal Correspondence process for Utilization Management Department Solicit, gather and analyze requirements from cross-functional business units Document requirements via Use Cases and User Stories Collaborate with the agile development and testing teams and serve as a single contact point for understanding requirements and resolving issues

Evaluated and led process re-design projects to reduce inefficiency and increase revenue Modified customer invoices to increase clarity and comprehension in order to decrease phone calls, increase customer satisfaction and increase cash flow Worked on Online Bill Pay implementation to decrease cycle time in receiving payments Developed a systematic solution for consistent demographic information verification, clinical compliance resulting in greater efficiency, customer satisfaction and clinical quality (EOV) Led the implementation of various project to achieve federally established incentive program (MU) Worked with the clinical team to design and implement a process for better patient adherence (AVS) Improved clinician efficiency interacting with the EMR to increase patient satisfaction and decrease risk (Custom Medication and Problem List) Co-managed company move while working with the property management team, architects, construction team, and other various vendors Involved in the implementation process of a new company wide IT system Managed implementation and process design of new product (DocuSign); presented data at a national conference on implementation and customer experience

Streamlined and leaned out company’s revenue cycle process to improve cash flow (Process map) Improved company’s revenue generating services resulting in $50,000 annual growth (Coding) Re-evaluated vendor relationships to reduce costs (IT, EMR) Participated in budgeting Conducted strategic leadership meetings (mission/vision/values, establish annual strategic plans) Developed key performance indicators and accompanying dashboards for easy reporting and tracking Developed marketing plan with direct-to-consumer focus (including social media and website development) Researched and integrated technology to eliminate inefficiencies, increase capacity and improve customer satisfaction (DocuSign, Clinicient) Brought company to compliance with federal and state regulations to avoid financial penalties Implemented new and improved existing policies (PTO) Created an employee handbook Instrumental in developing company’s program manual