Susan Peck Email and Phone Number

 Responsible for Health Insurance Portability and Accountability Act (HIPAA) EDI Claims Processing service delivery, including system upgrades/enhancements, leveraging in-depth knowledge of business systems and industry-specific requirements Maintained close collaboration with developers to assist in defining technical requirements, which involved preparing detailed documents of User Stories and requirements in DevOps Conducted requirements elicitation sessions and compiled detailed business requirements to support application development enhancements and user interface (UI) changes Served as the business interface for the Development Team, which resulted in streamlined communication, improved requirement clarity, and successful delivery of high-quality software solutions Achieved significant improvements in data accuracy and collaboration by managing the flow of information across partners in the healthcare IT industry, leading to streamlined project execution and enhanced operational efficiency Promptly responded to issues in Electronic Data Interchange (EDI) processing, which significantly minimized processing times and error rates, thus achieving operational excellence and improving customer satisfaction Successfully supported partnerships with three major clients delivering HIPAA EDI Transaction Processing services that achieved high satisfaction levels, resulting in high retention rates

 Oversaw day-to-day operations of HIPAA EDI Claim transactions as the subject matter expert, enhancing compliance and operational accuracy of the reported data Facilitated cross-functional collaboration among business, IT, and Quality Assurance (QA) teams to streamline project execution and achieve optimal outcomes, thus delivering efficient workflows and higher-quality deliverables Closely monitored daily operations, rolled out mapping updates, and drove application development enhancements and UI changes to ensure the integrity and efficiency of the EDI transaction process, all while adhering to client and regulatory requirements Rendered dedicated account support for various clients to ensure their needs were addressed and to improve relations, which brought increased client satisfaction and loyalty Generated and continuously updated comprehensive Implementation Guides and Onboarding documentation, which improved team efficiency and promoted effective knowledge sharing Acted as the company representative during weekly industry group meetings, contributing to discussions and staying updated on sector developments to maintain alignment with industry trends and best practice

 Served as the Agile Business Analyst for Salesforce Call Center, responsible for boosting functionality and user experience thus bringing improved efficiency and customer satisfaction Partnered with business and product owners to cultivate priorities and effectively manage conflicting requirements while adhering to strategic goals and successful project outcomes Maximized the knowledge of onshore and offshore teams on processes and systems by providing continuous mentorship and training, which boosted team performance and productivity

  Coordinated numerous company EDI projects, emphasizing workers’ compensation, regulatory reporting, compliance, software enhancements, and data conversion, focusing on increasing compliance with state regulations supporting 837P, 837I and 837D Claims and Encounters Assisted multiple clients by providing dedicated account support to ensure their needs were accommodated and guarantee stronger relations, resulting in increased client satisfaction and loyalty Prepared comprehensive Implementation Guides and Onboarding documentation that enhanced team efficiency and cultivated effective knowledge sharing Participated in biweekly industry group discussions and collaborations to actively represent the company and the Worker’s Compensation industry as well as gain strategic partnerships and drive advancements in the industry Contributed to a multi-year data conversion project which involved transferring from the Ingenix Power Trak Bill Review system to Coventry Bill Review, allowing for significant improvements in operational efficiency Spearheaded the two-year development and launch of the Coventry Business Analysis Community of Practice (BACoP), which built a standardized framework for business analysis and upheld professional growth throughout the organization Provided expert direction to 15 client EDI implementations, thus maximizing revenue for the Workers’ Comp reporting system  QA, User Acceptance Testing (UAT) Support