Michele McCollum

Experience

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  Physicians Mutual

  Mar 2000 - Apr 2006

  Senior Customer Service Representative

  Senior Customer Service Representative, Physicians Mutual Insurance Co., Omaha, NE (2000 - 2006)Agency Change Underwriter, Physicians Mutual Insurance Co., Omaha, NE (1995 – 2000)Claims Analyst, Physicians Mutual Insurance Co., Omaha, NE (1993 – 1995)File Clerk, Physicians Mutual Insurance Co., Omaha, NE (1990 – 1992)

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  Union Pacific Railroad

  Jan 2006 - Jan 2008

  Project Analyst

  I joined Transcentric, a wholly owned subsidiary of one of the largest rail companies in the US, as a junior project analyst. During this time, I supported the management of projects for the regulated products serving employees of the enterprise. I applied my prior customer facing experience to find creative ways to engage people in the processes and to maintain the momentum through the full lifecycle.I supported the project management teams in the delivery of large scale and complex initiatives. I produced the project charters and led or coordinated the delivery. This included the continuous improvement of the workflows for processing large-scale data sets that were ingested regularly. One of my biggest accomplishments during this time was leading the annual EDI update project. As a result, we were able to streamline the processing time and increase the reliability of the EDI. Show less

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  Mutual of Omaha

  Jan 2008 - Jun 2022

  I moved into the role of Electronic Data Interchange (EDI) Consultant to lead the processes and manage the product that was highly regulated. This required me to learn and apply the state-specific requirements to the processing and reporting operations of the enterprise level, business-critical system.My skill at thinking critically and solving problems enabled me to find success in the role quickly. I analyzed the data and evaluated errors in the processes to find and address the challenges. I also partnered with claims and other departments to design and implement the corrective actions needed to meet the regulatory and business requirements for the system.Achievements were:• Maintained large-scale data files with protected health information (PHI) and other regulated data.• Managed a portfolio of technical and operational projects with varying complexity and priority.• Realized a 75%-time savings (from 16 weeks to 4 weeks) in the implementation of the EDI connection. Show less I joined the Fortune 500 Company offering insurance and financial solutions as a business systems analyst. During this time, I worked across several departments in the role that managed data requests, analyzed processes, and provided recommendations for continued improvement.I applied my background in underwriting and customer service in the insurance industry to find comprehensive ways to enable the business. I also supported compliance through the delivery of reliable, scalable systems that met the varying regulatory requirements.My success in this role was rooted in my ability to assess the systems and processes to find better ways to achieve results. I functioned as a resource to the stakeholders while partnering with the technical teams to develop, implement, and improve processes through technology.Wins during this time included:• Interfaced with the stakeholders internally and externally including customers to gather the requirements and translate the details into technical specifications.• Contributed to the development and implementation of comprehensive communication and training materials for internal business associates and customers.• Applied technical aptitude to identify challenges and propose potential solutions to improve end user experience across platforms.• Increased enrollment by playing a key role in the design and deployment of personalized enrollment forms Show less

  • Electronic Data Interchange Consultant

    Oct 2017 - Jun 2022

  • Business System Analyst

    Jan 2008 - Oct 2017
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  Ease

  Jul 2022 - Sept 2023

  Product Analyst

  I was a Product Analyst for a rapid growth software company that provides benefits administration solutions for employers. I served in this capacity as part of the product team until my role was eliminated shortly after the company was acquired by Employee Navigator.In fact, this position was designed to work itself out of existence by spearheading automations in the processes and products. I regularly analyzed complex challenges and proactively sought out technical and process improvements to provide long-term solutions to the clients and the enterprise. My ability to translate the requirements into technical specifications and roadmaps was key to achieving the primary objectives of the position.I also supported clients in the delivery of Tier 3 technical support. This customer-facing experience provided me with continued insights into the end user needs and the best use cases of the products. I used those insights to identify and champion continuous improvements in the solutions. As those changes were rolled out, I applied my excellent written communication skills and attention to detail to document the products and processes to facilitate long-term success of the solutions.Results during this time included:• Cut cycle time by 75% as part of the multi-disciplinary team that streamlined the customer onboarding.• Spearheaded the mapping of 10,000 forms and rates from 100s of insurance carriers that were updated quarterly in the enterprise platform.• Reduced processing time from several weeks to a few days through the design and implementation of automation of large data imports in partnership with engineering.• Maintained 100% resolution rate when handling Tier 3 support for critical customer escalations including bug triaging and business impact analysis to facilitate prioritization.Products Managed: Benefits programs including technology, data, and business processes (Life, Disability, Critical Illness) Show less