Melissa N. Email & Phone Number

Franklin, Tennessee, United States

• Ensure program retention levels and provide direct support to the Director of IT Implementation in planning, developing, and executing all projects, including "run the business" initiatives.• Act as a key point of contact for the Implementation Team on multiple concurrent projects.• Lead the onboarding process for clients, identifying business needs, specifying requirements, overseeing testing, and offering feedback and workflow consultation.• Conduct client meetings to understand and customize workflows, particularly in the full lifecycle of medical bill processing.• Collaborate with the technical/development team to coordinate implementation development work, processes, and workflows.• Develop detailed implementation plans for each client, outlining tasks to be completed by the target date of IT services and technologies.• Manage communication between clients and internal teams, identifying risks, issues, and determining in-scope vs out-of-scope requirements during the implementation process.• Provide on-site or remote implementation support as needed/requested by clients.• Ensure smooth handoff processes to relevant departments for ongoing support post-implementation.• Offer feedback to the Executive Leadership team for continuous product and process improvements.• Produce collateral materials, including training documentation and Standard Operating Procedures (SOPs).• Implementing production support processes to enhance ongoing client satisfaction.• Troubleshoot and resolved errored file issues with active clients.• Assist in onboarding training for new Prime Team members.• Serve as a direct point of contact for Prime vendor partnership.

Franklin, Tennessee, United States

• Navigated onboarding clients through Implementation, identifying business needs, providing specifications, leading testing requirements, and providing feedback/overall workflow consultation.• Initiate, conduct, participate in Client meetings to identify customized client workflows, i.e. full lifecycle of medical bill processing.• Collaborate and coordinate all implementation development work, processes, and workflows with technical/development team as it relates to the projects. • Create an implementation plan for each client, detailing the tasks that need to be completed by the established target date of IT services and technologies.• Serve as the primary contact to identify risks, issues, determining in-scope vs out of scope requirements for all Client and internal teams’ communication during the implementation process.• Work directly with clients on-site or provide implementation support remotely as needed/requested.• Ensure successful handoff processes to appropriate departments for ongoing support following implementation.• Provide feedback to Executive Leadership team for product and process improvements.• Develop collateral material such as training documentation and Standard Operating Procedures (SOPs).• Identify and implement production support processes for ongoing Client satisfaction.• Troubleshoot for errored file resolutions with active clients.• Assist new Prime Team members with Onboarding Training for Prime systems.• Serve as a direct point of contact with Prime vendor partnership.

• Led full-scale implementation of Dynamics SL 2015 across departments, coordinating with executive leadership of each department within the organization. • Collaborated with vendors to ensure seamless integration with internal business applications, establishing optimized workflows and processed for operational efficiency and data accuracy.• Upgraded Dynamics SL 2015 to Dynamics SL 2018, overseeing the entire transitional process.• Orchestrated EDI implementation, compiling and analyzing raw in and out data, and conducted rigorous testing for EDI transactions with major clients like Amazon, Walmart, and Garden Ridge.• Managed data transfer and performed connectivity testing on EDI Van service provider, ensuring flawless data flow.• Proficiently utilized X12 standard for processing EDI transaction sets (810,850,856,997), troubleshooting internal issues causing connectivity problems.• Spearheaded the enterprise-wide implementation of Microsoft CRM and various other software systems, seamlessly integrating client data into CRM from the ERP system.• Conducted user training, demos, and managed account deployments for enhanced user adoption.• Handled troubleshooting, ensured data integrity, generated reports, managed new user registrations, and oversaw vendor relationships.• Managed multiple internal software applications including MS Dynamics SL, Quick Query for SL Databases, Microsoft Project, SharePoint, FedEx Ship Manager and UPS World Ship.• Extracted operational and financial reports from Microsoft Dynamics using SQL Server Reporting Services (SSRS).• Reported directly to the Director of IT and VP of National Sales and Marketing to drive client process improvements and enhance operational efficiency.• Collaborated with cross-functional teams to identify areas for enhancement within client processes.• Conducted thorough analyses to pinpoint bottlenecks, inefficiencies, and opportunities for optimization.

Bachelor Of Applied Science (B.A.Sc.), Health/Health Care Administration/Management, 3.0

Activities and Societies: Sigma Alpha Pi

Associate Of Science (As), Healthcare Management, 3.5