Michelle Hacker Email & Phone Number

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Us

Provided leadership and support to a team of learning and development professionals supporting business operations in a large, multi-function and cross geographic organization. Responsible for the overall quality and strategic alignment of the team. Driving positive culture and supporting leaders in achieving their goals. • Established credibility and built strong relationships with Senior leaders and management staff. Partnered on capacity plans and attrition data to ensure Training and Development teams are appropriately staffed.• Identified and analyzed the underlying causes behind employee and/or business performance issues, recommended appropriate solutions to promote efficiency while collaborating with business operations partners.• Share annual and quarterly strategic business plans with Training and Development. Used business plans to create and execute Training and Development strategic plans that support business and Training and Development goals.• Created proposals and implemented a shift in training content delivery within 5 different business areas to ensure learners were fully equipped to perform job functions. • Share best practices and drive adoption with business partners across the organization. Efficiency Workstream• Drive effective prioritization of projects to support goals and objectives, leverage appropriate resources to drive projects to successful completion.

Us

Provided leadership to a virtual team of business analysts, instructional designers and delivery trainers supporting customer service, claims, appeals and grievance operations while ensuring business and individual goals are met. • Established and set team direction, resolved problems, provided guidance and staff development to team members.• Created and maintained training plans for domestic and offshore customer service and claims operations. • Adapted departmental plans and priorities that addressed business needs and operational challenges. Implemented Speed to Proficiency – goal was to increase proficiency by 50%; team exceeded with 68%.• Monitor training projects to ensure proper analysis, design, development, implementation and evaluation of training solutions.• Managed design intake process for multiple business areas. Targeted goal was 95% of requests triaged and assigned to teams within 48 hours. Consistently achieved 99-100%.

Us

Analyzed business functions to recommend appropriate system improvements for customer service operational efficiencies. Created business cases and conducted executive presentations to secure funding for system enhancements. Partnered with team leads and resource managers to drive skill identification, duration and efforts required for successful project execution. Proven track record managing multiple or large-scale projects while meeting or exceeding timelines.• Defined scopes, managed resources and schedules in line with stakeholder and project owner specifications for recommended system enhancements.• Created and presented project status and executive reporting presentations.• Successful implementation and maintenance of Customer Service Application system releases on a quarterly basis.• Supported migrations, analyzed defects, and approved system release enhancements to domestic and global operations staff.• Cross-trained team members to streamline design and delivery processes for efficient execution of training.

Us

Applied instructional design and development principles and processes to produce effective, engaging and innovative programs to support internal operations business segments. Lead role with multiple designers working on common design related goals/projects.• Developed and maintained new hire learning programs to ensure proper design, development, implementation and evaluation of training solutions. • Supported continuous learning and professional development of operations audiences. • Designed and managed quarterly system releases for business operations. • Created project plans and used project artifacts to support communication and collaboration.

Us

Participated in the planning, development and evaluation of new hire learning programs.• Created and maintained new hire training materials for customer service. • Assisted Senior Instructional Designers with special projects.

Us

Developed and implemented formal training programs for Customer Service operations staff. Training programs included claims, reimbursement policies and procedures, telephone soft skills techniques and systems training. • Created practice activities for the instructional design team as needed. • Reviewed curriculum and provided feedback to the instructional design team.

Us

Processed and researched medical claims for payment. Performed claim adjustments as needed. Educated members, providers and employers on medical benefits, including coverage verification, eligibility, claim payment status and detailed explanation via phone and written correspondence.• Ensured that the proper benefits were applied to each claim by using the appropriate tools, processes and procedures • Met and maintained the performance goals established for the position in the areas of quality, production and attendance• Researched complex issues across multiple databases and worked with support resources to resolve issues and/or partner with others to resolve escalated issues.Analyzed and audited medical claims for coding and payment accuracy. • Trained and educated claim processors when coding and payment accuracy standards were not met.