Experience

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  Blue shield of california

  Mar 2000 - Mar 2016

  Managed team of six employees tasked to improve the day-to-day processes within the Customer Service business unit. Managed projects and ensured accurate documentation of business process, workflows, and training materials.• Developed team to perform all tasks using the Lean and DMAIC methodology by providing templates and guidelines to use at each phase of their process improvement project.• Saved the organization a net $1.1M by moving a vendor controlled customer service assist line in house. Bringing this process in house allowed for the use of existing resources to staff assist line, create appropriate up training to reduce calls into the assist line, and reduce overall call handle time for the customer service representatives. • Lead project to identify root cause of inappropriate call transfers within call center. Updated documented processes, provided training to customer service representatives, and utilized pre and post implementation survey to gauge success. Overall transfer volume was reduced by 50% in the 5 areas targeted. Customer service knowledge was increased by 18%. • Wrote detailed policy and procedure documents based on discussions with process owners with an emphasis on accuracy and compliance with business needs. This resulted in a 30% increase in first call resolution for the customer Show less Managed project intake into business unit by determining impact to the department and assigning appropriate resources. Responsible to manage high impact projects within the team. • Developed project management controls and tracking process for the business unit to determine impact and capacity for the team. This allowed us to staff project team correctly and reduced team by 1.5 FTE. • Lead multi-disciplinary project team to eliminate paper in the work place. Implemented an imaging solution by determining vendor, facilitating business requirements, managing testing, and finally implementing the process. Reduced paper costs by 85% and eliminated 10 FTE. Show less • Partner with each functional business unit and IT unit across Blue Shield to gather their key tasks specific to their Implementation/Cutover plan. • Incorporated tasks into a project plan to provide an enterprise view of the steps required to "go live" in new claims processing system. • Facilitated meetings to perform practice runs of go-live activities. • Facilitated daily check-in calls during implementation to provide daily updates, obtain status on completed tasks, and gather defects. • Lead workgroups in order to research defect/issues, document the solution, and provide status update back to the larger team. Show less • Responsible for defining, formatting, reviewing, analyzing and verifying various interfaces for business departments using standard business requirement document. • Assist with the validation of interface results against specific business requirements and objectives. • Analyzes and evaluates existing or proposed business needs to process data and troubleshoot significant business and technical problems related to release readiness. • Assist and support other organizational teams as needed including Data Conversion, Interfaces, and Output Management. • Prepares charts and diagrams to assist in problem analysis and submits recommendations for solutions. • Prepares detailed program specifications and flowcharts, and develops process and design packages to support customer and business process needs. • Communicate in non-technical terms with business unit management and end users for information and reporting delivery solutions. Show less • Developed, prepared, and analyzed reports for management review. • Developed annual operating plans, capital budgets and forecasts, and built business cases for new business initiatives.• Analyzed actual results against plan and forecast and made recommendation interventions where appropriate. • Provided analytical support to resolve problems and improve business operations. • Identified opportunities for improvement in operational performance and notified management of issues and problems requiring immediate attention.• Provided analytical support for multiple projects simultaneously, established work plans and timelines.• Developed business requirements including the analysis of business and user needs, documenting requirements and partnering with the systems team in design and implementation. • Made presentations to various levels of management. Show less

  • Business Process Improvement Manager

    Jul 2014 - Mar 2016

  • Lead Business Analyst, Customer Service

    Apr 2011 - Jul 2014

  • Senior Implementation Analyst

    Jan 2010 - Apr 2011

  • Senior Business Analyst

    Jan 2007 - Dec 2009

  • Lead Operations Specialist

    Apr 2002 - Jan 2007

  • Producer Service Specialist

    Mar 2000 - Apr 2002
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  Regence blueshield

  Oct 2016 - now

  • Project Manager

    Aug 2017 - now

  • Business System Analyst

    Oct 2016 - Aug 2017