Prudence Luccarelli Email & Phone Number

Part of a core BH Program team, working with stakeholders, supporting project planning, and providing innovative options for new solutions and strategies.• Design, customize, and integrate development of the program data requirements• Support program clients through training sessions and conferences• Monitor, optimize, and enhance key processes to ensure program objectives are met

Oversee a team of Business Analysts responsible for providing high quality and exceptional customer service to internal/external customers utilizing various tools to identify top trends and provide recommendations to improve the services we provide.• Identify, analyze, and interpret trends that lead to process improvement• Coach, motivate, and mentor team members• Lead the Speech Analytics program and use the technology to provide ongoing staff development for the call center• Develop effective presentations and present in a highly professional manner to senior executives• Maintain all records for onsite external audits • Define, plan, track and manage multiple enterprise level projects to ensure project success• Organizing, reporting, and analyzing large data sets for customer focused key measures including First Contact Resolution and overall repeat call volume

• Perform complex analytics on customer satisfaction metrics and audit findings to identify root cause and propose solutions to leadership• Led a large-scale business process improvement initiative to reduce customer repeat calls by engaging with key stakeholders to gather requirements, develop milestones, and manage implementation• Provide ongoing support and professional development to junior business analysts

• Establish business requirements for quality audit team projects and translate the business needs to IT teams for development and implementation• Conduct user acceptance testing for all QA projects, system fixes, and database enhancements• Developed standard quality metrics reporting for distribution to leadership

• Review monthly audit samples to ensure compliance of guidelines and documented workflows• Document and ensure all corrective action plans are completed for non-compliant audit findings• Mentor and review samples for junior audit staff and provide feedback/coaching on any audit citations

• Developed course curriculums, lesson plans, exercises and assessments for Operation Support Center functions• Conducted training sessions for all new hires and cross training classes • Reinforced learning with written assessments and one on one coaching sessions• Partnered with application developer to improve reporting by designing and developing a database

• Perform duties related to claims adjudication process for individual and small employer claims• Verify eligibility and coordination of benefits with other carriers for active members• Determine acceptable reimbursement limits

Bachelor Of Arts - Ba, Elementary Education/Sociology

Education record

Education record