Dorian Harold

Experience

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  Sprint Nextel

  May 2005 - Sept 2009

  Level II Technical Service Representative

  Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined most cost effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues.

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  Express Scripts

  Sept 2009 - Oct 2015

  • Provide business direction and implementation management for strategic and tactical network or pricing related implementations. Analysis of complex situations, distillation of the issues into options and driving to appropriate conclusions. Define implementation scope, deliverables, milestones, timelines, and work plans. Manage tight deadlines, scope, and converging opinions to solution in a timely manner. Responsible for driving completion from original concept through system implementation and maintenance, as required.• Continually meet with Network Support Analysts and Network Associate Implementation Managers to mentor, train, and reinforce specific concepts and processes. Work with individually, as needed, on their development in recognizing process improvement opportunities, implementation deliverables, and improving upon logical thinking skills. Develop and maintain training materials, reference guides, work instructions, and/or policies and procedures to ensure successful knowledge transfer and mastery of concepts and processes.• Collaborate with clients and other internal departments, such as IT, CBA, SAM, Network Contracting, Implementation, Finance, and Call Centers to facilitate resolution and root cause analysis for cross-functional operational issues.• Identify and map out continuous improvement opportunities and waste-reduction opportunities. Lead efforts to implement process improvements, including but not limited to, documentation of re-engineered processes, and development of training materials, reference guides, work instructions, and/or policies and procedures to ensure success of improvement project.• Represent Network Systems, Setup, & Support, serving as a subject-matter expert (SME) internally and externally, as needed, for implementations and specific processes. • Gather and analyze data, document business requirements, track action items, testing validation, and provide status reports for projects. Show less Act as the escalation point for complex or critical client issues and leverage business and technical expertise to assist Eligibility Analysts with client issues. Attend client calls when appropriate to drive issue resolution and ensure accurate communication. Make independent judgments in order to respond to complex or critical client issues. Assist management with on-the-job training for new or existing team members. Mentor less experienced team members to improve their understanding and skills. Provide backup support for Eligibility Analysts as needed. Work collaboratively with other team members to ensure that best-practices are shared. Proactive analysis and communication of client data trends and issues to anticipate impacts and changes. Consultative, solution-oriented recommendations for client specific improvements that are cost effective and improve internal/external client satisfaction. Provide consultative support to other operational areas by researching eligibility related issues. Escalate appropriate trending issues or concerns to management.Maintain a group of high maintenance, highly visible and complex clients related to on-going eligibility update processing so ESI database accurately parallels the clients. Interface with internal/external clients concerning file processing issues/concerns. Document and develop eligibility process and procedure workflows for high maintenance, complex clients. Monitor compliance to performance guarantees and service standards. Escalate appropriate issues to management.Maintain consistent communication with clients and Account Management on ESI Eligibility services and features and client responsibilities. Create and maintain client specific documentation related to eligibility information and contacts. Prepare ad hoc reports for internal/external clients for eligibility data where needed.Administer after hours support for Express Scripts Critical Clients when needed. Show less Responsible for the end-to-end client eligibility experience. The day to day primary contact for assigned clients, monitor file/data imports, triage issues and escalate as needed to meet performance guarantees and/or service standards. Responsible for detailed analysis, proactive consultation and maintenance of client eligibility data, while complying with all HIPPA and SOX/SAS 70 requirements. Responsible for providing technical and consultative support to ensure eligibility accuracy in the ESI database. Proactively manage client expectations related to eligibility file processing so that the ESI database accurately parallels the client’s database. Maintained consistent communication with clients and Account Management on ESI Eligibility services, customizable features, and client responsibilities. Proactive analysis and communication of client data trends and issues. Also, analyzing and creating recommendations for client specific improvements. Appropriate trending issues or concerns will be escalated to management. Responsible for completing any manual update requests received from their assigned electronic clients. Update requests received from Manual and OLE clients are completed daily by assigned analysts on a rotating basis.Provide consultative support to other operational areas by researching eligibility related issues and preparing ad hoc reports for internal/external clients containing eligibility data. Backup support for other eligibility analysts as well as working collaboratively with other team members to ensure that best-practices are shared and followed. Show less

  • Project Manager - Pharmacy Network Implementation

    Nov 2014 - Oct 2015

  • Sr. Medicare (PDP) Eligibility Analyst

    Jun 2012 - Oct 2014

  • Operations Eligibility Analyst

    Sept 2009 - Jun 2012
• 

  Centene Corporation

  Oct 2015 - now

  • Information Technology Manager (DevSecOps)

    Aug 2022 - now

  • Senior Scrum Master

    Feb 2020 - Aug 2022

  • IT Agile Scrum Master

    Jun 2018 - Feb 2020

  • Senior Business System Analyst

    Jan 2018 - Jun 2018

  • Business Analyst II

    Oct 2015 - Jan 2018