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

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

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.
• 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

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