• Defined requirements for conversions, migrations, and process re-engineering at State of South Carolina.• Managed vendor relationships and authored user guides to streamline operations.• Improved efficiency and accuracy in project execution through detailed requirement gathering.• Enhanced user experience by creating quick reference guides for seamless navigation.

• Led requirement gathering sessions and workshops with stakeholders to develop customer journey maps and user stories.• Prioritized tasks and assisted with product backlog management for Agile projects.• Organized and conducted User Acceptance Testing and Post Implementation warranty period.• Wrote user manuals, job aides, and release documentation.

• Influenced stakeholders to support business projects and assisted with project management for selected projects.• Coordinated with different departmental teams to produce better business outcomes and tested business processes for improvements.• Wrote clear and well-structured business requirements, and documents, communicating and validating requirements with relevant stakeholders.

• Oversaw logistics, lease administration, accounting administration, and labor reporting to improve operational efficiency.• Facilitated requirements gathering, testing, and process improvement to bridge the gap between IT stakeholders and developers.

• Perform and lead various analysis and interpretation to link business needs and objectives for assigned function and implement process improvements.• Lead the support of business initiatives through data analysis, identification of implementation barriers and user acceptance testing of various systems.• Lead the identification and analysis of user requirements, procedures and problems to improve existing processes.• Resolve issues and identify opportunities for process redesign and improvement.• Perform detailed analysis on multiple projects, recommend potential business solutions and ensure successful implementations, including improvements and revisions to business processes and requirements.• Evaluate risks and concerns and communicate to management.• Coordinate with various business and departments in the development and delivery of training programs.• Develop, share, and incorporate organizational best practices into business applications.• Oversee all changes to departmental policies and procedures, including communicating and implementing the changes.• Serve as the subject matter expert on the assigned function product to ensure operational performance.

•Develops business architecture using requirements such as scope, processes, alternatives, and risks.•Analyzes client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.•Conducts 5+ levels of testing including functional, regression, user acceptance, integration and performance to verify the client’s needs are met.•Communicates client’s business requirements by constructing easy-to-understand data and process models.•Provides input into developing and modifying systems to meet client needs and develop business specifications to support these modifications.•Acts as Liason between business and technical personnel to ensure a mutual understanding of processes and applications.•Works effectively within the Agile, and Waterfall Project Management disciplines.

•Analyzed business needs and configures system capabilities to system capabilities to distribute work effectively given evolving needs of clients/customers, Aflac group business models, and adjustments to Policy Administration, Claims, Billing and Compensation roles and responsibilities.•Collaborated with Learning and Development and business unit management for system specific training.•Developed online forms based on customers specifications from user stories. •Worked closely with web development team to write user stories/requirements for web projects.•Served as Business Analyst to captured requirements for new applications and wrote user acceptance scripts for project comprehension for technical teams.•Identified and documented configuration requirements/solutions including: step-by-step procedural guides, overview material; field specific definitions; explanation of reporting functions, training materials; tracking of system modifications.•Coordinated with technical, learning, development and business units to develop project and user requirements.•Facilitated and enhanced organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within Aflac.•Maintained the accuracy and quality of system decision tables and workflow rules per defined requirements of business unit representatives.•Optimized configurable data and business rules to fully utilize functionality and flexibility of Policy Administration, Claims, Billing and Compensation systems and modules.•Analyzed problems to identify the root cause, “outside the box” thinking that generated solutions and selected the most appropriate solutions through effective decision making.•Communicated and assist with technical solution of work items needed for configuration.Consulted with IT resources to modify system aesthetics in order to enhance efficiency of operation management activities•Worked in an agile environment with Scrum.

•Developed and implemented procedures and processes that defined the new Enrollment Support Specialist team. •Worked on conversion projects of claims and financial systems from smaller companies to our internal systems.•Worked with web development team to develop and implement processes for new enrollment site •Developed and documented process improvements.•Gathered internal and external customer/end user requirements for implementation software projects and presented to Information Systems departments for implementation.•SME for Microsoft CRM and Case360 Workflow as it related to software implementation projects for on boarding new business customers. •Developed appropriate measures or standards for performance and uses these to monitor, evaluate, and continuously improve the process of projects to meet service level agreements as set by customers.•Analyzed data, identified trends, and prepared reports related to account servicing activity for management review.•Assisted with the development and implementation of approved project plans to support the achievement of meeting service level agreements as laid out by project specifications.•Supervised the activities of Client Relations staff responsible for servicing accounts. •Lead, coached, and developed staff and provided consistent and constructive feedback.•Trained, developed, and identified employees’ training and resource needs to provide training. •Maintained employee personnel records; establishes priorities; schedules daily work assignments, and monitors the quality and quantity of work performed; recommends promotions and terminations and processes other personnel transactions.•Ensured the timely and accurate dissemination of information to all teams, technical and non technical involved in projects.•Facilitated meetings/conference calls with account management regarding service level agreement changes based on technical needs.•Worked in an agile environment with Scrum.

•Successfully managed multiple complex projects within the Commercial Program Management Office Information Technology area of the Blue Cross and Blue Shield Network. •Worked in an agile environment with Scrum.•Worked on large scale software implementation projects•Created technical designs, development and implementation documentation for system development plans using Microsoft Word, Project and Visio.•Used MS Office suite including MS Visio to create timelines and reports.•Served as Business Analyst to elicit and document user requirements from product owners and to capture requirements for new software/system conversion projects. •Served as Business Analyst to write user acceptance scripts for conversion projects from customers/product owners to technical teams.•Developed user stories to help technical teams better understand end user needs.•Documented user requirements and test case scenarios.•Worked with the teams to gather business requirements definition and documentation. •Managed the budget and cross-functional teams in a complex matrix organization. •Developed and submitted weekly status reports to the Project Team, Customers and Upper Level management to review. •Created and executed project plans for all projects as well as assigning and updating tasks within the project plan. •Interpreted customer needs in order to help develop test scenarios for technical project specifications.•Work with outside vendors, Software System Designers, Testers, Test Designers, Business System Analyst, Client Advocates, and other IT professionals to ensure all phases of the project is on schedule and within budget per SLA as well as meeting the clients expectations to include gathered business requirements. •Scheduled and facilitated I/S Engagement Meetings, Joint Application Development (JAD) session and Requirements gathering meetings with the Project Team.•Attended Senior Management Review meeting to report the status of all projects.

•Facilitated the testing of change sheets and large scale concurrent projects•Acted as liaison between the technical systems project teams and the internal and external customers•Documented identified and organized user requirements based on project objectives including testing information to be presented to customer/product owner and technical teams.•Ensured that all technical requirements related to change were carefully communicated to the customer during project inception, testing phases and throughout project.•Researched and reported issues and worked with the systems area to get issues resolved quickly to ensure SLAs were met.•Developed specialized test plans based on specific details and needs for technical teams.•Designated BCN Release Test Coordinator.

•Provide single point of contact for resolving basic and more complex customer inquiries, requests, and problems, including logging and tracking. This includes problems and inquiries arising from software/hardware of all supported Trinity Health information systems. •Research and/or develop solutions for customer issues/requests in order to achieve efficient resolution. •Utilize documentation tools to assist in troubleshooting issues. •Monitor the Resolution Center queue to ensure all statuses and client issues are resolved in the appropriate time frames to ensure client satisfaction.•Participated in quality assurance testing of new releases of the HEAT Call tracking system. This consisted of reviewing new release changes, creating specific test scenarios for each change, documenting outcomes and reporting finding to the leadership and product support teams. Documentation tools used were MS Excel and MS Word.•Reset passwords and restarted print devices on the 3270 terminal.•Managed the transition from one resolution knowledge base to a new data base, which included defining the standards, assigning tasks and monitoring progress.•Maintained user accounts (password resets, enabled/unlocked accounts) in Novell, Citrix, Kronos, Claims Administrator, Cerner Applications, PeopleSoft, SMS, AS400 and various other applications (too many to list approx. 1500)

•Developed training manuals and workbooks for all areas of Healthmatics Practice Management system, including system definition, patient registration, claims processing and transmission, end of day balancing, patient account maintenance, reporting, and collections.•Scheduled and conducted client and internal training for all areas of Healthmatics Practice Management system, including system definition, patient registration, claims processing and transmission, end of day balancing, patient account maintenance, reporting, and collections.•Conducted live web training sessions using Webex for internal employees and clients for all modules of Healthmatics Practice Management system (HMPM).•Designed and recorded web training for all HMPM modules using Webex for real time use on A4’s client support webpage.•Developed (in MS Word) test plans for new releases and modules of the HMPM system.•Responsible for identifying and reporting bugs and/or software deficiencies to development teams and product managers.•Participated in testing and trouble shooting electronic claims transmission of HIPAA-mandated EDI transactions.•Responsible for recommending design improvement suggestions to better meet client and or functional specifications.•Worked extensively as a Technical Support Analyst, in all areas of the Heathmatics Physician Practice Management Claims billing system.•Analyzed the operations of various physician practices for the purpose of facilitating software definition for accurate financial reporting.

•Implemented Claims Financial (Payer) system for new clients.•Developed training programs and materials using MS Word and MS PowerPoint•Managed client’s project implementation team by defining time lines, providing training, guiding them through system definition, process development, bringing client live on time and under budget.•Reported project progress and identified areas of concern to Account Executive and Account Manager (in cases of multiple ongoing interfaced system implementations)•Served on new release development team by identifying critical issues/problems clients were facing.•Attending System Development review meetings to analyze proposed application enhancements•Developed testing plans for new releases including different test case scenarios based on different product offerings in the Health Insurance industry (i.e. HMO, PPO, etc.)•Conducted new release and bug fix testing by following defined scripts and reporting results to the Development Team, Product Manager, and the Sales management team.•Reviewed accuracy of new release documentation by testing the documentation against the new programs.•Assisted sales department by providing demonstrations of product line to perspective clients•Assisted sales department by completing Request for Proposal questionnaires from perspective clients •Analyzed the operations of various Payer organizations for the purpose of facilitating software definition for accurate financial reporting.

•Made recommendations for future software enhancements and development.•Worked closely with developers to assure software met functional specifications•Insured system documentation was accurate, updated technical writers on functional changes•Worked as a liaison between project teams and clients on custom modifications quality testing•Developed testing plans for new releases including different test case scenarios based on different product offerings in the Health Insurance industry (i.e. HMO, PPO, etc.)•Conducted new release and bug fix testing by following defined scripts and reporting results to the Development Team, Product Manager, Technical Writers, and the Sales management team.•Analyzed the operations of various Payer organizations for the purpose of facilitating software definition for accurate financial reporting.

•Trained customers and internal employees on practice management system, payer claims processing system and the financial interface of both systems. •Interviewed and trained new Training Specialists.•Developed and implemented training programs and materials using WordPerfect.•Participated in development of the financial interface between practice management system and managed care claims system.•Participated in the development of a provider credentialing module•Served on new release development team by identifying critical issues/problems clients were facing.•Attended System Development review meetings to analyze proposed application enhancements•Was a member of the steering committee for software change and development•Served as Implementation Consultant for interfaced clients, this involved conducting an operational review of each department and facilitating system definition based on findings.•Analyzed the operations of various health care organizations for the purpose of facilitating software definition for accurate financial reporting.