Megan Mitchell Email & Phone Number

BOSC Contract Technical Specialist II -6/2021-Current*Acts as the single point-of contact for problem escalation and resolution as required.*Provides appropriate and accurate responses to inquiries related to specific CMS programrequirements.*Analyzes and resolves issues submitted by ACO Participants, Healthcare Professionals, BusinessOwners, Model Leads and third-party groups, to include front-end web-based application technical support

BOSC Contract Help Desk Analyst *Provided end user support by triaging incoming inquiries, monitoring support tickets anddocumenting correspondence as required.*Applied diagnostic techniques to identify problems, investigate causes, and recommendedsolutions such as technical issues preventing normal business processes from completing, asexpected. This entailed resolving file content errors, file transfer problems, user errors, etc.*Worked with Help Desk Manager to identify/implement workflows and process improvementsto maximize quality, efficiency and cost effectiveness of the team by creating and training program specific knowledge base.*Demonstrated ability to work with cross functional teams including senior level individuals.

*Ensured staffing levels were appropriate, completed schedules and monitored overtime.*Maintained and built strong positive communication with and between providers, clinical and support staff to facilitate a team environment to enhance success.*Selected and hired employees according to guidelines. Coached, developed, and evaluated staff performance.

*Analyzed data that passed from one platform to another. *Performed list selections by extracting information from membership and insurance files maintained on data warehouse systems or raw file feeds from clients.*Tested and analyzed system configuration against requirements documents.*Manipulated data and reports and managed client requests and processes, conducted weeklymeetings with clients and consultants.

*Built and maintained relationships to motivate, equip and guide up to 34 employees towardsdesired goals.*Assisted supervisor with various tasks to include: calendar management, meeting notes, andassisted with research on various projects.*I worked on projects specific to access databases which included: analysis of metric datareporting and knowledge-based mentoring to various business units. *Executed preparation for carrier audits by anticipating both current and future state needs. Identified inadequate processes or system limitation; acting liaison between client, carriers and account managers for remediation.