Ed Richards Email & Phone Number

Plano, Texas, United States

Primary Responsibilities: • Manage Team of 180 Remote Associates• Manage Staffing for Claims Processing• Manage Daily and Weekly Claims Inventory to achieve Client Goals and meet Turnaround Time expectations• Manage Quality and Production Metrics• Serve as client liaison in establishing training and quality improvement processes• Conduct Training for small – medium team• Create and edit documentation to support data remediation process• Manage quality and production metrics• Perform quality assurance tasks as needed• Manager supporting team of 25 remote resources

Plano, Tx

• Create and Conduct training sessions, including associated materials• Prepare pre-recorded training modules• Present Distance training sessions• Present Classroom training• Maintain and Manage the Change Management Process• Create and Maintain documentation supporting the Incident Management Process• Create and Monitor Incident Tickets for the Support Team utilizing OPAS• Perform help desk Level Two support for reporting applications

Plano, Tx

• Provide support to Sales, Account Management and Member Services in trouble shooting ID card issues and changes as well as and member address issues and Process daily ID card reports and manage the in-house creation of id card descriptions, logos, and supplemental materials• Utilize Information Mapping Software to create and revise user manuals, procedures and job aids.• Document and develop policies and procedures to support the ID card production process

Quincy, Ma

• Create, update and maintain on-line documentation utilizing Information mapping software including user manuals, processes, and job aids to support conformance with Medicare and Medicaid regulations• Process member information changes in a time sensitive environment with a high degree of accuracy• Update and maintain tracking mechanism for HPHC senior members living outside of the service area• Provide departmental support for HPHC internal audit process and NCQA accreditation• Work with cross-functional web development to develop team to develop and maintain department website for the company’s intranet• Mentor team members in the use of MS Office applications

Greater Philadelphia Area

• Managed US and European training staffs for roll out of SAP training courses for Fortune 500 company • Developed business processes and business requirements with clients to leverage SAP software• Developed communication strategies with clients to address change management issues• Established standards and methodologies for project reporting• Facilitated project team meetings identifying specific training needs and overlapping areas impacted by software upgrades or implementations• Established training staff priorities and maintained schedules according to project needs• Created and maintained project plans to establish that projects were kept on schedule, and managed these project plans against the project budget• Managed time tracking and status reporting for project teams, coordinating reporting with client liaisons• Performed qualitative analysis and process improvement activities for training implementations • Created templates for documenting business processes and procedures

Quincy, Ma

• Conducted front-end needs analysis to maximize the realized results of new software and technology• Designed and developed training programs required to support proprietary software implementations and customer service initiatives • Created supporting documentation for training including instructor guides, user manuals and job aids• Led Standards team in developing training procedures and standards for corporate training department to create a consistent corporate training practice• Acted as claims processor and quality assurance team member

Master Of Science (M.S.), Communication

Concentration in training and development

Bachelor Of Fine Arts - Bfa, Communication And Media Studies

Bachelor Of Arts - Ba, Communication And Media Studies