Responsibilities include continuously evaluating emerging technologies, healthcare trends, business needs, and leading vendor tools and solutions for applicability in our enterprise. Worked with and alongside developers, project managers, and QA engineers throughout the product development, testing, and implementation phases to ensure feature integrity. Manage the requirements gathering process between cross-functional teams of stakeholders and various internal resources including product managers, customers, and technical resources. Continuous review and prioritization of backlog of user stories to ensure business needs are met during monthly deployment of enhancements and fixing of defects. Ensure release notes and training are developed with each release to ensure the business is aware and trained on upcoming system enhancements. Created user stories and defects as required by business needs to ensure their needs were met when requesting enhancements. Contributed to the overall Product Vision and Roadmap.

Responsible for managing between $2 - $4 million in the annual book of middle market business and delivering best-in-class customer service solutions on behalf of Health & Wellness Services. Listens to and tries to meet specialized client communication needs. Troubleshoots customer issues and directs internal and external resources for speedy resolution. Plans, coordinates, and executes programs for an assigned book of health & wellness business with the primary goal of retaining current business through the superior execution of Wellness Programs. Drive and maintain client relationships and implement innovative and custom setup and support models. Provides ongoing customer satisfaction by coordinating service levels through strategic interactions with local business units, sales, information technology, ExamOne, and operations functional areas to ensure consistent delivery of services and continuous quality improvement.

As a brand advocate for Penelope, I educate the consumers by performing in store tastings and other local events to raise brand awareness.

Responsible for building and maintaining over 70 client relationships by developing an extensive understanding of client’s business and serving as a liaison to ensure the highest level of client service delivery and satisfaction. Maintained over 99% client retention worth over $80 million dollars in revenue.Managed client relationships by building and maintaining a positive and productive relationships with key client contacts at all levels. Evaluate each client’s case management needs and match them with product solutions. Conduct client training on new programs/products – including user group meetings. Partner with the Sales team in identifying new opportunities with existing clients and developing new business.Implement new products and programs.

Product support for the Chapter 7 business, providing support to bankruptcy trustees with issues related to the software provided to them. Responsibilities include daily banking and all reporting needs like editing reports, creating new reports, and performing system QA to ensure they can work in all facets of the software.

Provider Reimbursement subject matter expert pertaining to Provider Reimbursement, Provider Auto loads, Provider Update Forms, QA, and Capitation payments. Internal production support ticket triage lead. Availity/POS System Administrator. Patient Centered Medical Home analyst, performing manual adjustments, configurations, testing, reporting, and project management. CareWeb QI System Administrator, setting up new users, and troubleshooting system issues. Provider Directory lead, ensuring data loaded into Facets is populated correctly into paper directory via the Data Warehouse, formatting is accurate and published timely. Production support lead analyst for BlueKC and onsite at Health Fitness as project manager and liaison to ensure programs and processes are up and running sufficiently. System Administrator for Filebound/GBS software. Subject Matter Expert for Encoder Pro web based CPT coding software. Test lead for annual software release for Facets. Developed standard operating procedures where necessary.

Department specializing in recovering erroneously paid claims and capitation payments.

Internal Group 25 dedicated representative and worked in Broker and lead service areas. Answered customer service calls, responded to written correspondence and inquiries in a timely manner.

Responsible for departmental claims routing and delivery of the outgoing referrals. Office assistant to 35 people.