Robin Z. Email & Phone Number

Remote

Responsible for creating engaging and informative training courses on new features which are coming out in new releases for internal team and clients. Working on process improvement for development tickets and for release training. Working with Agile teams to create new procedure for CI/CD releases.* Reformatted release training from power point to asynchronous elearning via learning management system (LMS) which includes tracking, knowledge checks and engaging format* Increased release training compliance 51%* Led cross-functional team to institute new, scalable procedure for identifying release items for training; 70% compliance after 6 months* Instituted monthly elearning for two newly acquired groups whose developers work via CI/CD method* Created and maintain up-to-date reference guide for all product groups to find information about release items which were presented in elearning* Instituted quarterly agent feedback workshops to assure that release training is best meeting their needs and to gather ideas for improvement

Created a new department for internal training on credentialing and related software platforms. Worked extensively with Product Managers and Development to learn new functionality, then create training content for various internal teams. Assisted Early Adopters clients with functionality of new Onboard product, and served as subject matter expert to Development as they create these products. Responsible for New Product Spotlight videos which are sent to clients, as well as live and recorded internal trainings and hands-on instructor-guided trainings as needed. Meet regularly with department managers to assess their staff’s training needs, then create and implement training plans, Knowledge Checks, and feedback assessments. Participate in leadership initiatives such as process improvement and monitoring support tickets to determine hot spots for client training.

Chicago, Il

Manage strategic initiatives of software company to implement and train over 250 organizations’ users and administrators in credentialing software products (MSOW). Lead diverse team of 10, including Project Managers and Application Specialists, who work to ensure clients’ operational readiness to perform medical and payer credentialing using Verity software. In charge of client training, internal training, onboarding, and driving user engagement. Work collaboratively with leadership team and development to enhance product and process, improve delivery and client engagement. Serve as Subject Matter Expert (SME) on credentialing and designing optimal workflow processes. •Consulted and developed deployment and operating plans for large healthcare system clients across the US.•Spearheaded and led bi-weekly internal open forum meetings, increasing cross-departmental knowledge of client needs, software solution updates, and software functionality.•Facilitated development of MSOW University, company’s online client product training system. Since its debut in 2017, over 300 students have matriculated from this program. Utilization of this training program has improved implementation process demonstrated by a 30% reduction in retraining requests within 3-months following Go Live.•Delivered monthly live client webinars on product features, driving client engagement and improving utilization of software product. •Promoted the consistent utilization of Salesforce to drive improvement of internal communication/ documentation related to client projects. Soft return of increased morale due to confidence that information is easily shared/accessible/reliable.

Chicago, Il

Developed implementation project plans for cross-functional and matrixed organization healthcare clients. Held clients and internal departments accountable to ensure timely completion of MSOW implementation deliverables. Served as change agent who positively influenced client leadership, administrators and end users to gain acceptance of new, updated processes. Coordinated technical setup and delivered on-site and remote training for new and existing clients. As Specialist in the medical and managed care credentialing products, assisted with pre-sales team preparation and consulted with healthcare clients’ leadership, directors, managers and end-users to organize and set up the software for compliance and maximum efficiency. Developed and delivered internal onboarding training curriculum.•Instructed and coached users how to use the MSOW software, simplifying their workload and to report on their data (Crystal Reports, Web Intelligence Reports). •Developed asynchronous independent implementation materials for new release, including webinars, documentation, project plan, road maps. •Served as key participant on other advisory panels, representing the voice of the managed care clients to translate end-user needs to process large volumes of files in increasingly short time frames and meet complex accreditation standards and payer requirements. •Trained and mentored 15 Application Specialists, teaching them about the credentialing business, how software works, and best practices, including reporting, enabling staff to provide effective training. •Provided Crystal Reports and Web Intelligence (Webi) training to clients so that they could create their own reports on credentialing data in order to meet accreditation standards, helping assure patient safety at their organizations. •Created and implemented product certification exam which has led to over 200 MSOW-C certified users.

Helped Buyers and Sellers reach their housing goals in suburban Atlanta. Achieved Multi-million dollar club status with Atlanta Board of REALTORS. GRI Certified.

Bachelor Of Science - Bs, Health Care Administration

Master'S Degree

Master Of Science - Ms, Healthcare Leadership