Michelle Merkel

Experience

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  Aetna, a CVS Health Company

  Dec 1991 - Sept 2000

  Recovery Analyst/Claims Processors

  *Pursued overpayments and investigated unsolicited checks*Accurately processed medical and dental claims for Traditional, PPO and Managed Care plans*Kept abreast of new legislation which affected the policyholder*Trained staff on procedures and mentored new employees

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  Guardian Life

  Sept 2000 - Sept 2016

  ● Improved customer focus by using Lean Six Sigma techniques to discern the true underlying causes that contribute to inefficient processes and poor customer-facing experiences and worked to eliminate them, providing stable, efficient processes and user-friendly, intuitive experiences ● Created in-house application to comply with mandatory fee disclosure regulations● Added to financial health by transitioning the quarterly statements in-house after years of working with an outside vendor and streamlined the process to improve cycle time and remove opportunities for error ● Managed and supported user acceptance testing from the business areas and offshore testing team● Mentored new employees on systems and business processes Show less

  • Business Analyst II

    May 2010 - Sept 2016

  • Quality Assurance Analyst

    Jan 2007 - May 2010

  • Transaction Services Specialist

    Sept 2000 - Jan 2007
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  Ameritas

  Sept 2016 - Sept 2019

  Senior Business Analyst

  • Contributed to financial improvement and efficiency gains by automating data feeds to vendors to reduce the amount of time needed to prepare client communications, provide line-of-sight into plans for audits and eliminate manual tasks performed by business• Supported sales and new distribution by accomplishing fund manager driven, product and regulatory changes to the platform• Created knowledge sharing opportunities by developing instructional materials and provided training for co-workers on new enterprises• Maintained customer persistency by researching, analyzing, and testing solutions for reported issues, coordinating proxy and 22c2 requests for multiple products and conducting patch testing• Proposed flexible solutions (with and without integrating technology) for business initiatives Show less

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  Chesapeake Benefit Partners

  Nov 2019 - Mar 2021

  Business Analyst

  • Collaborated with business subject matter experts to identify operational impacts to implementing Multiple Employer Plan project and developed business process solutions to support requirements• Created business requirements and functional design documents as well as job aids for enhancements • Provided training/education for new and updated processes• Tested business process solutions and supported any defect resolution after moved to production• Performed proof of concept testing for new process designs• Validated files for migration of retirement plans from home-grown recordkeeping system to Omni platform• Worked on multiple projects/tasks at a time, often fulfilling Project Manager responsibilities when there was none Show less

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  FIS

  Mar 2021 - now

  Senior Business Process Analyst