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.

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.

• 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.
• 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.