- Partner with management to optimize and improve how we measure and assess quality across the organization- Create KPIs which measure quality, accuracy and adherence to claims adjudication policies- Create and iterate on reporting and analytics to measure performance, accuracy and create a feedback loop to improve overall performance- Identify data driven trends at a department level (MA, MCA, Care Nav)- Investigate and research potential post pay errors to understand if an error occurred and conduct root cause analysis and perform corrective action (i.e. coaching, training, updating documentation, etc.)- Support external audit requests as needed- Perform ad hoc analysis for supporting teams to drive performance- Become data master to identify trends and key opportunities for process improvement for MCAs and MAs- Create and generate reports using excel, g-sheets, and Looker to capture metrics and identify trends- Build scalable processes for reporting and workflow documentation for the QA Team- Ensure timely and accurate claims processing by analyzing data, collaborating with QA Specialists, and providing visibility into improvements QA team is making to leadership

- Become expert in processing claims using ICD-10 codes, CPT / HCPCS codes, benefit selection, and taxonomy codes.- Managed multiple workflows for processing claims, such as inpatient, outpatient, coordination of benefits, balance bills, member inquiries, and more- Supported member advocates by resolving questions and escalated cases with claims processing- Provided feedback and ideas for improving member experience- Created trainings and developed resources to help MCAs accurately process claims- Reviewed content to improve member communications for COB policy and outreach- Manage time working on several different improvement projects in addition to core claims work- Update and improve documented workflows and provide trainings and up-trainings as needed- Create trainings and teach most complex claims process in a concise and simple way- Develop and grow fellow MCA’s through claim trainings and 1:1 feedback sessions- Build cross-department relationships by collaborating on projects, such as improving Docusigns- Lead Docusign Trouble team meetings and create action items to involve team members and stay aligned to key focus points- Exceed expectations for balancing technical work of claims, projects, and working with MCA’s- Coach fellow MCA’s to develop mastery in time management and prioritization with daily work

- Acted as a liaison between 2 construction management professors and 107 students to help the students develop technical writing skills for their careers- Led classes in discussions, workshops, and tutorials to improve writing ability and scale Writing Fellow program- Analyzed Writing Fellow practices in writing workouts and 1 on 1 tutorials to identify areas needing improvement and developing that project- Provided data and feedback on Writing Fellow workflows and processed client report forms- Wizard at inputting data and did this for the Writing Fellows program to evaluate changes to improve program- Prioritized multiple tasks consisting of 1-on-1 tutorials, CRLA certifications, project management, attending bi-weekly training meetings, and creating workshops- Collaborated with a team of 4 mentors to provide strategies to help students improve their research and writing processes, and to advocate the center's writing strategies

- Improved the process of analysis and data-gathering for contact acquisition project on LinkedIn by identifying the constraint of this process, then creating a way to shorten the time resulting in a 250% increase- Evaluated and input data through Excel to identify key players in other companies- Managed basic accounting and payroll responsibilities for 12 people on a weekly basis- Communicated project feedback of unsupervised work to my administrator via e-mail, web-chat or phone, on a weekly basis- Organized the accounting and payroll activities using Excel- Expert data entry researcher, input 130 contacts throughout 7 different companies using LinkedIn, all within a 5-hour window

- Engaged with 25-30 patients per shift to support them and provide them an opportunity to voice areas that needed improvement for customer service and hospital care- Along with another fellow intern, we initiated and created an improvement plan for ICU nurses' HCAHPS scores, in a critical 3-week deadline- Presented personal research on the impact of newer technologies in the healthcare field and its potential implications, to a group of 10 interns- Prioritized multiple tasks, such as weekly patient rounding, developing the ICU improvement plan, my personal research presentation, and managing 17 credits in classes- I assisted the ER unit in inventory tracking, stocking equipment, and filling out inventory reports if I finished my responsibilities with patient rounding- Collaborated with 10 other interns in a weekly training meeting to identify problems and provide solutions for hospital administration and patient services

- Maintained professional relationships while engaging with families, resulting in customer loyalty- Worked with a team of 3 to 4 people to manage weekly 4-H afterschool activities with 8 local schools- Facilitated positive relationships with family through monthly activities to build rapport- Oversaw an average class of 20 students per session, totally 58 sessions annually

- Provided friendly, quality service to an average of 40 customers over an 8-hour work day- Handled large money transactions and in-coming calls for managers at service desk- Assisted with changes made in employee roles to provide better customer service- Promoted from storefront cashier to service desk cashier within 3 months of hiring