AMANDA WILLIAMS
Lockport,NY
Summary
Seasoned Senior Business Process Analyst with a robust background in identifying and implementing process improvements within complex business environments. Strengths include strong analytical skills, problem-solving abilities, and decision-making acumen necessary for strategic planning. Notable impacts made through effective collaboration with cross-functional teams to drive efficiency and productivity. Additional experience with leadership, training and process development.
Overview
10
10
years of professional experience
Work History
Enrollment Specialist
Optum, UnitedHealth Group
05.2023 - Current
- Ensured appropriate program enrollment through customer outreach and eligibility evaluation
- Provided stellar customer service by efficiently handling inbound and outbound phone calls as well as physical and electronic correspondence for our valued members.
- Facilitate program enrollment by serving as the primary point of contact for members, effectively communicating detailed information about Ongoing Condition Care, Maternity Management, and Health and Wellness Programs.
- Providing support and resolving member inquiries
- Consistently surpassing set metrics in this position.
- Demonstrated unwavering commitment to excellence through consistent perfect quality scores and maintaining a 100% score in HEART collaborations.
- Created strategies for improving customer service operations.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Collaborated with senior customer service staff to identify areas for improvement in the enrollment process.
Senior Business Process Analyst
Travelers Insurance Company, Business Resource Center
Buffalo, NY
03.2019 - 05.2023
- Oversaw the successful execution of three processes in shared and vendor services as a senior analyst: Medicare Lien Analysis, California Liens, and Medicare Assist. Lead a team of over 50 employees, dedicated to supporting these operations.
- Successful management of assigned processes necessitated ongoing collaboration and communication with multiple analysts, senior management, stakeholders and outside vendors such as CMS (Centers for Medicare and Medicaid Services)
- Focused on process health for all supported processes, adapting to varying demands. This included identifying optimal solutions for process improvement by analyzing data and reviewing trends.
- Performed deep-dive analysis to identify root cause failures and develop remediation action plans for escalated member issues.
- Responsibilities included building workflows from the ground up, including, but not limited to, creating desktop procedure manuals and training materials; monitoring and completing requests from attorneys and claim professionals; handling escalations of unique scenarios and rush requests for immediate attention; shaping quality questions; and performing quality reviews.
- Engaged in predictive analytics to prevent system and workflow issues from impacting members.
- Developed and implemented a comprehensive training curriculum for new hires.
- Monitored progress of participants throughout the duration of the program.
- Analyzed results from surveys conducted at the end of trainings and adjusted content accordingly.
- Utilized various teaching techniques such as role-playing, simulations, and lectures to engage learners.
- Created instructional materials such as user manuals, job aids, and PowerPoint presentations.
- Worked closely with employees after training to check on progress and provide further instruction.
Operations Specialist
Travelers Insurance Company, Business Resource Center
Buffalo, NY
04.2017 - 04.2019
- Assumed responsibility for claimant carrier notice of loss work immediately after being hired at the Business Resource Center
- Supported the improvement of resiliency through virtual training sessions conducted for employees across different offices, focusing on claimant carrier notice of loss process.
- Collaborated in training sessions for rental billing during a natural disaster event, assisting affected colleagues
- Contributed to the Medicare Proof of Concept team by providing constructive feedback to management concerning process workflows through trial and error.
- Created the Medicare Lien Analysis Program from start to finish, streamlining workflows through proactive engagement with external and internal stakeholders including senior management
- Key role in team-based Medicare Lien Analysis training for both onshore and offshore staff, involving development of comprehensive materials for the analysis process.
- Verified compliance with established standards and protocols during quality reviews of incoming associates' work.
- Utilized root cause analysis techniques to pinpoint process inefficiencies, resulting in the development of innovative workflows through collaboration.
- Collaborated with other departments to develop solutions that addressed operational issues across the organization.
- Drafted communications regarding changes in policy or procedure updates for distribution throughout the organization.
- Developed reports detailing operational performance, trends, costs, productivity.
- Monitored performance metrics and tracked progress against goals to identify opportunities for improvement.
- Assisted with the development of project plans for new initiatives or process improvements.
Medical Assistant
Gastroenterology Associates, LLP
Williamsville, NY
12.2014 - 04.2017
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Filed insurance claims forms in accordance with applicable regulations.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Registered new patients into practice management software program accurately entering demographic information.
- Organized patient charts before each day's clinic sessions began.
- Documented notes during patient visits.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Responded to patient callbacks and phone-in prescription refill requests.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Education
Advanced Regents Diploma -
Lockport High School
01.2007
BBA -
Buffalo State College
Skills
- Understanding of customer support
- Deadline Management
- Quality Assurance & Improvement
- Product Development
- HIPAA Compliance
- Trend tracking
- Quality Improvement
- Training and mentoring
- CMS guidelines & Platforms
- Root Cause Analysis
- Operations Management
- Data Analysis
- Meeting facilitation
- Team leadership, training, and development
- Leadership experience
References
Furnished upon request.
Timeline
Enrollment Specialist
Optum, UnitedHealth Group
05.2023 - Current
Senior Business Process Analyst
Travelers Insurance Company, Business Resource Center
03.2019 - 05.2023
Operations Specialist
Travelers Insurance Company, Business Resource Center
04.2017 - 04.2019
Medical Assistant
Gastroenterology Associates, LLP
12.2014 - 04.2017
Advanced Regents Diploma -
Lockport High School
BBA -
Buffalo State College
Similar Profiles
Nicole Meier, MEd, LPC, NCCNicole Meier, MEd, LPC, NCC
EAP Specialist at Optum, UnitedHealth GroupEAP Specialist at Optum, UnitedHealth Group
Heather WilsonHeather Wilson
Business Analyst at Optum, UnitedHealth GroupBusiness Analyst at Optum, UnitedHealth Group
NICHELLE HARDINNICHELLE HARDIN
Support Analyst at Optum, UnitedHealth GroupSupport Analyst at Optum, UnitedHealth Group