Laura Snider Email & Phone Number

Greater New York City Area

Business Analysis: Employ User-Centered Analysis techniques (interviews, direct observations, requirement work sessions, etc.) in Agile environment, to understand and elicit business needs and clearly define the requirements package for IT applications.Database Development: Full-time experience in the design, development, implementation, maintenance and.

Washington D.C. Metro Area

Business Analysis: Employ User-Centered Analysis techniques (interviews, direct observations, requirement work sessions, etc.) to understand and elicit business needs and clearly define the requirements package for IT applications.Assisted in the implementation and maintenance of Epic Health's CRM systemIT Project Administration: Full-time IT project.

Washington D.C. Metro Area

• Analyze, design, test, map provider and benefit configuration
• Perform quality audits of the configuration processes for provider and benefits teams
• Provide documented feedback of audit results to peers, providers and benefit team members
• Validate and quantify auditing data
• Interpret data and quantify data that is report to departmental and regional business partners
• Oversee the configuration quality audit functions in support of general policies and procedures within the department

Tampa/St. Petersburg, Florida Area

• Manage 15-18 Resolution Case Managers
• Manage and supervise a team that handles all escalated calls having to do with all aspects of the company (Enrollment, Authorizations, Provider Operations, Claims, and Compliance)
• Provide supervision, guidance, coaching, recognition, motivation and training to department personnel on handling escalated calls.
• Maintain team knowledge and compliance with all Center for Medicare and Medicaid Services guidelines
• Determine consumer trends to establish new procedures and processes through coordination with other departments
• Act as a liaison between representatives, senior management, and all departments within the company

Tampa/St. Petersburg, Florida Area

• Assisted in management of a team of 13-17 Member Service Representative.
• Monitored team adherence to set schedule and quality standards.
• Assisted in answering team questions and help deescalate issues.
• Provided feedback to the team by providing coaching and recognizing good behavior

Tampa/St. Petersburg, Florida Area

• Provided contact back up support for escalated calls and/or escalated issues to enhance Universal relationships with members and providers.
• Investigated problems and presents proposed solutions in a clear and concise manner.
• Researched assigned tickets and takes action to resolve within cycle time and quality standards.
• Followed case/issue for all lines of business until resolved, including follow-up with caller/ contact to advice of case status and documenting progress toward issue resolution.

Gainesville, Florida Area

• Assisted customers with claims in very fast paced environment
• Verify customer coverage in order to provide correct services
• Act as liaison between customer and Claims Associates and other vendors
• Perform clerical duties- faxing, copying, filing