Rachel Zaitz Email & Phone Number

Supported Director of IT with project management, implementing systems, quality assurance and document management. •Designed project plans to follow a multi-phase approach, involving continuous collaboration with key internal stakeholders. •Gathered requirements, designed and executed new work flows and processes in CRM software (Salesforce). •Executed extensive testing, auditing and documentation on all new builds.•Managed user acceptance testing for project roll outs. Thoroughly documented all content creation, testing and end user feedback.•Created new feature roll out training materials and provided consistent and ongoing communication to aid in supporting end users.•Built enhancements to existing functionality resulting in more efficient workflows and processes for end users.•Managed all outgoing company-wide documentation, including legal documents, ensuring consistent and professional messaging to clients and the government.•Effectively communicated with teammates inter-departmentally, via project management and triaging and resolving daily help desk support tickets.•Conducted daily audits and reviews of claim data to ensure accuracy of data and end user process efficacy. Communicated audit report results to managers.•Created reports to assist in data/metrics analysis to drive more efficient processes.•Assisted and advised on business operational strategies and processes.

Beverly, Ma

National provider of dialysis services, focused on joint venture relationships with nephrologists. Assisted Chief Compliance Officer and Deputy Compliance Officer in implementing the Compliance Program.•Conducted monthly exclusionary database checks on staff and vendors, using EPStaffCheck, SAM and OIG. •Managed and audited medical director certifications for 250 clinics, ensuring no certification lapses.•Performed audits of staff licenses ensuring licenses up-to-date and in accordance with State and Federal regulations.•Fielded, logged and responded to compliance concerns and HIPAA breaches with highest level of confidentiality.•Assisted in development of company-wide training materials, communications and newsletter.

Malden, Ma

Non-profit organization assisting elders & disabled adults to live independently, via home care services and advocacy. •Responded to email, fax and telephone requests for information on various services and resources in the state, in a fast-paced call center environment.•Screened referrals for elder home care services and elder abuse claims.•Conducted trainings to new employees on internal/external resource databases.•Calendar management, scheduling of appointments and execution of multiple administrative tasks.•Extensive use of Outlook, Microsoft Office, Access and web-based record management system.

Wakefield, Ma

One of the nation’s fastest growing organizations specializing in Social Security Disability Insurance & Medicare claims. •Managed a team of 8 employees responsible for preparing 300+ claims per month for SSDI hearings. •Performed weekly quality audits and ensured 100% of claim appeal deadlines met, resulting in reduced risk company-wide. •Continued management of all company documents.•Trained a remote team of 24 attorneys in using claims management system. Provided regular support to this team, increasing their general usage and accurate management of claims.•Analyzed and reported on inventory and potential risks on a weekly basis. Proposed solutions and plans to eliminate risk and to create better processes, work flow and employee engagement.•Partnered closely with the IT team on various projects, ensuring that requirements were clear for implementing new programs/systems and also trained end users on these changes.

•Mentored a team of 8 employees in a high-volume call center environment and provided motivation and coaching to exceed monthly goals.•Generated and analyzed daily/weekly/monthly call center metrics to improve claim conversion rates and client satisfaction. •Acted as a technical resource to employees, resulting in more knowledgeable and engaged employees. •Selected as team member and provided input for the company rebranding project, the highest priority goal for the first quarter of 2011. •Responsible for document management of over 300 company documents, ensuring content/format consistency, accuracy and quality.

•Conducted Quality Assurance audits of processes and procedures.•Established overall QA guidelines and parameters for various job functions and tasks.•Provided guidance and support while acting as a technical resource for employees.•Reviewed claim management non-conformance and recommended modification of processes, additional employee training and mentoring, and remedial action.•Developed QA plans and other required process control procedures to ensure processes, work in progress and closed claims met the specified quality standards.•Played a critical role in developing, testing and promoting a new web-based claim management system.

•Continued role of Team Leader (see below) concurrently with added responsibilities and projects.•Collaborated with and oversaw communication between three departments.•Implemented various events to boost company morale and started an employee recognition program and led the group of employees working on this program. •Provided stability, support and acted as a technical resource, training specialist and mentor during times of change.•Developed and organized training manuals, multimedia visual aids, and other educational materials.•Oversaw critical changes in the processing of SSDI claims, ensuring both procedural efficiency and employee comprehension and collaboration.

•Managed a team responsible for processing 1400+ claims, while adhering to strict deadlines.•Proactively created training manual and volunteered as a trainer during time of departmental flux, ensuring all employees possessed the knowledge and skills with which to succeed and excel.•Selected as a lead contact for high-maintenance clients, resulting in reduction in number of customer complaints.•Interviewed potential employees and provided detailed reports outlining employees' qualifications, resulting in the hiring of several long-standing and proficient employees.

•Managed 250+ claims for physically and mentally disabled clients by effectively conducting telephone interviews, submitting applications, consistent follow-up, and communicating with insurance agents, medical professionals, government agencies and clients. •Demonstrated talent for quickly learning new tasks and completing assignments ahead of schedule while maintaining a high degree of accuracy. •Provided superior customer service, resulting in Employee of the Month recognition.•Excelled within a fast-paced environment, continually taking on increased levels of responsibility.

Wakefield, Ma

Non-profit organization providing an array of services for individuals with mental health issues, substance abuse problems, developmental disabilities & traumatic brain injuries. •Increased productivity and well-being of six mentally ill individuals by providing empathetic and supportive counsel, through active listening and constant supervision.•Aided clients by effectively communicating with treatment providers, family members and other staff.•Created program specific treatment plans and written goals to aid clients in their recovery. •Submitted monthly progress reports with detailed description of successes, failures, and areas of improvement needed for each.