Worked at Physicians Group of Texas, a value-based care Medical Service Organization created by Kelsey-Seybold Clinic (acquired by Optum/United Health Group) to oversee business processes, improve and enhance organizational performance, and lead multiple solution implementation projects. --Engaged stakeholders to understand business processes to document/map current state and extract requirements for future state. --Worked closely with vendor team to understand the platform design and methodologies to be able to effectively and efficiently communicate functionality to internal stakeholders to elicit design decisions. --Contributed to the establishment of a PMO, including building documentation templates, shaping internal business processes, and building documentation repository infrastructure. --Worked closely with the data team to onboard and validate claims, membership, pharmacy, and provider data flowing from source to target. --Participated in screening and selecting candidates for PMO and BI teams. --Mentored and structured development of Sr. BA candidate as part of building PMO.

I played an integral role as a trusted thought partner providing business analysis, strategy input, and customer engagement as part of the data analytics team for this value-based Accountable Care Organization for MSSP and Commercial member populations. --Engaged internal customers to clarify and plan for their current and future technology needs. --Worked as a liaison between business stakeholders (Business Leadership, Provider Operations, Clinical Quality, Governance) and development teams (Data, Business Intelligence) to create idea exchanges and improve trust through requirements elicitation and functional capabilities illustration. --Mapped existing business processes and recommended changes to fit a tightly integrated system. --Dove deep into vendor and external systems to become a trusted SME to inform business decisions. --Elicited and wrote business and software requirements, performed data mapping, created workflow charts and diagrams, and wrote technical specifications. --Ensured solutions met business needs and requirements. --Determined operational objectives by studying business functions, gathering information, and evaluating output requirements/formats. --Collaborated on driving improvement activities. --Led ongoing reviews of business processes and developed optimization strategies to achieve department and organizational goals. --Educated users and transferred knowledge as SME to empower teams to be self-sufficient product owners through demonstration, documentation, and consultation.

Business Analyst consulting for Seton Health Alliance Analytics serving the Seton Family of Hospitals, an Accountable Care Organization serving central Texas. Work in an agile and hybrid analytics team that integrates and processes various types of healthcare related data (member enrollment, provider data, insurance claims, and financial data) from disparate sources into a unified data warehouse for internal consumption and further processing, report/BI creation, and outbound delivery. Primary duties include:• Play active role on development agile team to align product development with business needs and produce documentation that illustrates design and development achievement.• Engage with internal and external business stakeholders to identify and document requirements.• Communicate requirements to development and work to ensure solution meets business needs.• Provide business analysis for team integrating internal data with Cerner HealtheIntent cloud platform including Personnel Management Tool API, User Access Security Model, and other platform solutions.• Assist with QA of developed solutions to ensure business needs are met and data quality is assured.

Provide detailed business and technical analysis for cloud-based Interactive Voice Recognition (IVR) and Automatic Call Distributer (ACD) software.• Managed several small and large customers in a fast-paced, deadline-oriented environment that demanded good decision-making in short time frames.• Engaged internal and external business and technical resources in requirements and JAD sessions.• Served in lead design role on several large-scale implementations of new applications.• Utilized traditional and internally agreed methodologies to illustrate design using process flows and journey maps for contact centers utilized by business and technical resources.• Captured functional and non-functional requirements based on customer’s business needs.• Designed and documented database tables and web service host transactions (SOAP and JSON) to support application functionality and reporting needs.• Performed project management functions to ensure successful project implementation.

Created and managed web services documentation for business and technical audiences and provided technical support to external developers interfacing with Verizon’s gateway.• Wrote business-facing documentation detailing telematics (mobile/web to vehicle) web services.• Created and managed web service interface documentation for developers connecting to Verizon’s secure gateway utilizing mutually authenticated SSL.• Produced web services security model and interoperability documentation, specifically regarding implementation of Layer 7 security.• Documented processes relating to PKI, API, SOAP, REST, JSON, XML, HTTP, and SSL/TSL.

Provided business analysis, project management, documentation, and QA support for customized Tele-Health CRM software supporting call centers in North America and Europe.• Elicited functional and non-functional requirements through customer engagement, business process observation, independent research, and cross-functional workshops.• Played integral role in customer engagement as part of technical sales, requirements elicitation, development, UAT, and implementation.• Followed waterfall (RUP and UML) and agile development methodologies to build new customized, enterprise-level software applications and enhancement projects.• Facilitated configuration workshops and JAD sessions with cross-team audiences, performed product demonstrations to customers, and trained end users on custom software.• Provided on-site and remote implementation support during go-live events, including configuration changes, incident triage, and minor application fixes.• Provided project management including creation of SOW documents, level of effort estimation, resource planning, costing, scheduling, and customer negotiation.

Created and managed technical system documentation and user guides for a Tele-Health CRM software application.• Served as lead technical writer guiding business decisions around all documentation efforts.• Engaged closely with development, QA, BA, and PM resources to gather and validate documentation. • Created and maintained technical and business facing system documentation, end-user online help, training materials, and release notes for internal and customer consumption.• Established company writing standards, templates, and development processes.• Provided functional application support to internal teams and external customers.

Created and managed technical system documentation, user guides, and installation instructions for this business-to-business supply chain management Internet start-up.• Served as lead technical writer managing one employee and guiding business decisions around all documentation efforts.• Created and maintained web-based end-to-end system documentation for online B2B web site, created context-sensitive help files, paper and electronic user guides, and full database and application installation manuals using RoboHelp, HTML, Java Script, and Word.• Established company writing standards and managed graphics for all documentation.• Produced training materials and assisted in training the team.• Worked with Product team in use case creation and participating in requirements review.

Developed training content for this multi-media company that produced computer-based training software.• Created audio narration and on-screen text for computer-based training (CBT) applications used to meet compliance guidelines and OSHA regulations for industrial customers.• Produced audio narration for CBT applications, working with voice talent to ensure resulting audio met customers’ needs. • Engaged with customer subject matter experts throughout the development process to ensure technical accuracy of content and agree on application design.• Created strong working relationship with customers to create partnership and instill trust throughout project life-cycle.