• Developed and maintained close customer ties in collaboration with sales, keenly articulating customer needs, and keeping priorities in focus with the expectations of the customer. • Reviewed and provided specific information to increasingly complex questions and concerns from internal and external stakeholders (e.g., contract managers, Credentialing, and Claims) by applying expanded knowledge, establishing consistency, and optimizing cost containment. Obtained needed increasingly complex claim information by communicating effectively with internal and external stakeholders verbally and in writing.• Coordinated with internal departments on claims and system setup issues. Resulting in claims project management and satisfaction from providers for outstanding service.• Organized and led internal and external meetings with customers. Discussed any on going issue which was resolved in timely manner.• Developed standard operating plans for efficient transition for new providers/customers. Resulted in excellent on boarding process with new providers and current.

• Served as business liaison between UHC and Optum for government awarded health plan for veterans (Tricare West) network updates.• Utilized critical thinking and problem-solving skills in multi-platforms environments. Resulting in standard operating systems (SOP) on daily production and cutting manual process by 25%.• Analyzed reports and requested necessary system updates. Resulting in customer satisfaction with their system issues on websites and directories, claims.• Trained and coached contractors for initial load for Tricare West. Acted as SME on credentials of providers accepting veterans on government health plan.• Maintained Tricare job aid to achieve ISO certification within Optum. Adding daily functions on SOP with clear and precise wording, adding hyper link to direct all new employees to achieve quicker onboarding process.• Streamlined timely distribution of sensitive documents and facilitated efficient workflow, meeting deadlines and targeted objectives.

• Supervised, scheduled, and mentored 6 employees, successfully coordinating work and communications with Operations, Process and Facility Engineering.• Created development and quality assurance platforms to build a transparent culture while implementing regular cross-team sync-ups and stakeholder meetings, reducing project daily and conflicts by 30%.• Partnered with Iron Mountain, assisting with printing and scanning for electronic paper documents when workflow exceeded normal standards, minimizing disruptions to service and workflow.• Facilitated and performed weekly team meetings, encouraging all specialists and technicians to participate and share a safe and productive work environment.• Subject matter expert on network issues, credentialing, external audits, and communications.