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.
• 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

• 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