Peggy Ford Email and Phone Number

Perform annual reporting and database application maintenance and design using MS Access/SQL for Lakeside Nature Center to meet state and federal licensing requirements. Volunteer and project work.

Assist with Quality department functions and activities including but not limited to: gathering and organizing documentation for external audit including coordinating with off-site vendors; annual HEDIS Medical Record Review project chart over reads, following up on missing records and helping optimize efficiency/maximize rates by prioritizing record chases. Created custom MS Access databases for use in Health Home Program Health Action Plan audits and the Pre-Diabetes State PIP. Verify files created by corporate analysts used to request records from the state Immunization Registry. Parse the files into required record counts, check over results files and convert specific data according to CDC specs allowing it to be loaded into QSI software and counted towards our HEDIS rates. Designated UAT for department for TruCare software. Assist co-workers with various tasks and computer issues as needed including Grievance processing, AIR/CIR processing, software issues, reporting etc.

Client: Sunflower State Health Plan (Centene), Lenexa, KS (02/13 – Present)Assist in several areas with member set up on new state contract. Duties include, but not limited to, scanning, verifying and uploading documentation; resolving error reports related to waiver authorizations through research, new entry, corrections and/or voids. Client: Harte Hanks, Shawnee, KS (09/12-12/12) Team Lead for call center project for Blue Cross Blue Shield Association. Assist, coach and monitor team of customer service representatives.

Assist with sales activities using such tools as Google Adwords and Vertical Response. Respond to requests for information from potential customers. Write customization request documents for software changes. Create estimates and invoices using Quickbooks. Test commercial survey software product to reproduce errors reported by clients and back-office programs to ensure accuracy and efficiency.

Support users of Integra Software's Destiny LOS software. Modify and test programs and documents as per user requests and regulatory requirements. Perform queries of the database to provide data to users as requested.

Gather and normalize data from 3 branch office for the annual HMDA report. Identify system problems and source and request corrections as necessary. Research state and federal compliance issues.

Administer voice and voice mail switches for 2 locations making all necessary and requested changes in switch software to facilitate adds/moves/changes of employees. Assist employees with phone problems by either resolving myself or dispatching contract line specialists. Peregrine software utilized for notification, documentation and management of trouble tickets. Avaya Site Administration software used for phone switch administration and maintenance. Coordinate deployment of desk and cellular telephones. Audit telecom billing invoices for accuracy and forward to appropriate areas for payment.

Produce and distribute product-related reporting materials to key personnel in the marketing department. Document and optimize reporting procedures and processes to expand production capacity and increase efficiency. Troubleshoot reports and processes to detect errors and/or potential sources of errors and make changes as necessary either reactively or proactively. Creation of standardized process for entire reporting lifecycle (initial gathering of requirements from the end report users through development and production of the final report).

System analysis, design, testing and documentation for development of custom new software system. Design of documents for system use and data mapping. Analysis of existing software and assistance with necessary changes to correct system deficiencies. Facilitation of meetings involving end users, management and technical staff regarding software and procedures. Assistance with the loan delivery process via agency specific software (Mornet, Midanet, Ginnie Net) to improve and document procedures for loan securitization with FNMA, FHLMC and GNMA.

Perform internal analysis of all aspects of the company providing customer care and billing for the wireless industry including, but not limited to, internal departmental structure, processes and procedures in areas such as call center operation and the communication tax portion of the billing process. Conduct internal audit of billing statements and report the errors/discrepancies discovered. Provide external business analysis of companies interested in entering the wireless industry as resellers of service provided by a major carrier. This analysis includes areas such as the integration of the new product into the existing product mix, market launch strategy, tariff pricing and facilitation of relationships with additional 3rd party vendors. Documentation of all analyses performed as well as routine system procedures involved interaction with personnel of all levels including those in international offices. As part of the sales team, preparation of responses to requests for information and requests for proposals, creation of pricing and staffing tools and presentations to facilitate sales.

Design, test and coordinate implementation and user training for custom software related to the mortgage industry including PC LAN based and IVR. Provide user support for custom software and a variety of commercial software applications in addition to supplemental first-tier network support. Administer solicitation database in MS Access and supervise production of solicitation collateral materials. Coordinate local office operations for Florida branch office including creating and providing reports to ensure compliance with state statutes. Create, submit and correct HMDA and various state required reports regarding loan activity relating to licensing. Design and create custom electronic overlays for integration into software applications via Word, WordPerfect, I-32 Design and Forms Electric. File import, export and modifications using primarily MS Access.SOFTWARE EXPERIENCE & TRAININGMS Word, MS Access (stand alone and linked to various ODBC data sources), MS Excel, Power Point, Visio, MS Lync, RightFax, Word Perfect, Quattro Pro, I-32 Design, Forms Electric, H&R Block's Rapid Refund, Clarify, Support Magic, SMARTware, MorVision, Power Seller, Ginnie Net, Midanet, Mornet, Outlook, Groupwise, Lotus Notes, Nortel Symposium, CA Clever Path Portal, Peregrine, Avaya Site Administration Software (remote access to phone switches). Querying Microsoft SQL Server 2000 with Transact SQL (Centriq Foss) Beginning Scheme Programming Language (Integra Software Systems)OPERATING SYSTEMSWindows, DOS, AS 400