Responsible for conducting business process review, implementation, configuration, conversion, troubleshooting, training, technical go-live & post support for entire Community Suite. Project planning, resource management and strategy sessions with key resources. Work with the client to establish best practices; standard operating procedures. Use a collaborative approach to developing creative strategies and ideas to facilitate change & solutions to evolving ERP software. Created OnDemand video and delivered Live training for product offerings and technical support. • Selected to present at the International SUGA Conference in 2015• Transitioned to a Project Manager/Consultant in 2015

Lead the billing, eligibility, & implementation teams by providing support, performing quality checks, annual reviews and streamlining processes. Ensured department goals & standards were achieved while remaining compliant with all regulations required. Performed weekly status checks to vendors & top clients ensuring they were receiving the highest level of customer service. Followed-up on all complaints received to ensure proper resolution was received. Held weekly implementation meetings with 3rd party vendors & internally to provide a seamless transition. Provided all onboarding training for employees, as well as ongoing training for existing employees; to ensure the company remained compliant with all regulations required.• Promoted to Client Services Supervisor in 2011• Assembled and lead a billing process improvement team to automate the invoicing/payment process that allowed invoices to be posted online• Promoted to Client Services Manager in 2012• Completed 14 Fred Pryor Certifications to drive growth in my team, peers & upper management

Developed and cultivated relationships with vendors & customers. Produced client invoices, performed eligibility updates, & responded to customer inquiries within the timeframes set forth. Participated in scheduled meetings and training in regards to implementation of new groups, HIPAA Compliance, & COBRA. Worked with vendors to bring resolution to client issues and complaints. Verified customer insurance information/benefits through various insurance companies (BlueCross, Priority Health, Aetna, Medicare, Medicaid, etc.) Created and revised company processes and procedures.

Created and maintained subscriber policy records in our host system for over 10,000 participants. Conducted daily emails, mailings, and phone calls to ensure eligibility guidelines were being met during the enrollment process. Assisted with developing a collections process for delinquent accounts and members utilizing benefits after their termination date. Prepared documents for clients in regards to open enrollment, rate renewal, annual eligibility audits, and requests for coordination of benefits.• Identified as the Lead Technician for the top 20 clients