• Responds to telephone inquiries regarding account balances, interest rates, charges, statement requests and any other account issues.• Resolves problems immediately within authority, defers for additional research or forwards to supervision or dispute resolution as needed.• Refers Customer disputes to appropriate department, Maintain and update Customer account information.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Provided primary customer support to internal and external customers.• Consulted with outside parties to resolve discrepancies and create expert solutions.• Cultivated customer loyalty, promoted repeat business, and improved sales.• Developed community reputation through commitment to customer satisfaction and strong client relationships.• Evaluated account and service histories to identify trends, using data to mitigate future issues.

➢ Acted as Lead during the EPIC Go-Live implementation process., identified trends and staff members that required additional training using EPIC➢ Ability to produce accurate and precise work, detect discrepancies and resolve discrepancies all while meeting deadlines.➢ Proven success in multiple project implementations.➢ Expert in the presentation of project idea, status, solution, and results.➢ Proven skills in data analysis and presentation of data.➢ Strong analytical, problem solving, negotiation, and collaboration skills.➢ Proven ability to manage and participate in several projects at the same time.➢ Provided subject matter expertise in areas including project scope definition, risk identification, project methodology, resource allocation, facilitation, and other areas of expertise based on established project management techniques.➢ Ensured project documents are complete, current, and stored appropriately.➢ Participated in improvement brainstorming sessions.➢ Communicated project status to the appropriate supervisor/manager and identified barriers to project success.➢ Cross function with IT teams to ensure all systems, applications are functional and coincide with system standards.➢ Utilized Microsoft Project, Microsoft Excel, Microsoft PowerPoint for project management purposes➢ Monitored and updated status on detailed tasks and deliverables. Proactively escalate problems and issues following through to resolution.➢ Maintained project schedules by managing timelines and making proactive adjustments.➢ Consistently meet deadlines and requirements for all production work orders.➢ Utilized experience learned in the managed health care industry➢ Ability to demonstrate stellar communication skills across the organization with Care Management, Provider Relations, Compliance, Finance, Customer Service and Claims

 Served as lead for a wide range of initiatives, including Systemic Equality Agenda projects and special assignments tasked by the Management, including establishing objectives, determining priorities, identifying risks, managing progress, gaining cooperation of others, assisting in resolving potential conflicts, and managing communications. Designed and implemented methods for tracking deliverables, schedules, and metrics for projects, providing clear tasks and accountability for project workstream leaders and team members to ensure deliverables adhere to internal quality standards. Created and maintained comprehensive project documentation, providing a clear historical record of decisions, systems, procedures, and communications involved in each project's completion. Managed the seamless transition of completed projects to long-term owners of related workstreams, including creating and implementing effective rollout plans, conducting post-completion evaluations to determine successful/unsuccessful project elements. Executed specific tasks within projects, including drafting communications and creating project evaluation and presentation materials. Established and maintained a relationship management database to facilitate smooth navigation of partnerships. Managed and coordinated multiple projects to ensure they are completed on time and on budget Managed several concurrent projects of varying priority and complexity, across multiple scrum teams and multiple business divisions. Managed customer expectations for project deliverables, produce key stakeholder communications, and follow the defined system of project governance Organized and plan project tasks and schedules Managed tasks in accordance with Project Management Institute (PMI) standards and those of the company Facilitated and encourage collaboration across departments to ensure projects are completed successfully Optimized project deliverables, schedule, and budgeting

• Reviewed all existing contracts and vendor relationships, reducing associated costs and spending by over 30 percent.• Led project teams for marketing, facilities improvement, construction, renovation, technical implementations, and other deadline-oriented projects.• Managed all requests for proposals and bidding processes.• Ensured compliance to OSHA, CLIA, COLA, HIPAA and other healthcare environment, operations, and occupational regulations.• Led innovative technology team for redevelopment of healthcare system websites and online care portals, then ensuring 100 percent internal user adoption at implementation.• Ensured concise communications of all project specifics to associated and responsible personnel with accountability assignments to appropriate units.• Attended and led appropriate meetings for each project and as part of operational reporting to the executive team.• Awarded, managed, and negotiated all new contracts to qualified, reviewed and bid winning contractors, suppliers and vendors.