Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

April Klemmer

Indianapolis,United States of America

Summary

Dynamic leader with a proven track record in training, development and process improvement. Expert in instructional design and team collaboration, successfully enhancing client satisfaction and operational efficiency. Recognized for leadership in mentoring and implementing effective training programs that drive results.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Business Consultant – Commercial Product Systems

Elevance Health
Indianapolis, United States of America
01.2018 - 09.2024
  • Effectively research and resolve complex inquiries for operations, external clients, sales, and other internal partners.
  • Identify and resolve system issues to mitigate future problems and enhance client satisfaction.
  • Strong in training and developing new Product Engineers, as well as up-training and mentoring experienced Engineers.
  • Document internal processes for Product Engineers, including creating reference materials for training new and existing Engineers.
  • Maintain multiple templates to ensure benefit requirements are accurate within SPIDER.
  • Present identified issues to Business Solutions and Governance, including proposing resolutions.
  • Collaborate with internal partners to effectively resolve issues promptly.
  • Possess excellent interpersonal, communication, and leadership skills.

Sr. Product Manager – Patient Experience

Express Scripts
Indianapolis, United States of America
12.2014 - 01.2018
  • Managed and led the implementation of Text Refill Reminders across all Specialty TRCs.
  • Documented processes for enrolling patients in the texting program.
  • Tracked and measured text enrollment for all TRCs, providing monthly reports to Operations leadership and updates in SOC with detailed analysis.
  • Partnered with Genesys and IT teams in the vendor switchover from Eliza to Genesys for text messaging, overseeing testing and implementation.
  • Led Ops campaign to increase enrollment in text messaging.
  • Identified and defined future text programs in collaboration with Product teams.
  • Collaborated with Implementation teams to enable new drugs for texting, including Ops and Clinical reviews prior to implementation.
  • Partnered with the Learning & Development team to create SOP and LMS training courses for Text and Email enrollment.
  • Facilitated training of the texting program to Patient Care Advocates and provided reporting capabilities to Specialty Leadership.

Sr. Project Manager - Strategy & Experience

Express Scripts
Indianapolis, United States of America
04.2014 - 12.2014
  • Updated SOPs and managed employee communications related to migration efforts in collaboration with LPI.
  • Partnered with the Implementation team to align Specialty efforts and identified implementations within the scope for retaining business and facilitating additional growth.

Learning & Development Manager

Express Scripts
Indianapolis, United States of America
04.2012 - 04.2014
  • Served as the QMART liaison for Specialty Migrations, connecting Specialty Operations and the Integration project team with necessary Quality, LPI, and Field Training resources.
  • Managed deliverables to ensure all QMART requirements were met for each migration and integration need, including PBM Tiers affecting the Specialty business.
  • Oversaw all 8 Operations workstreams within Specialty, involving process mapping, Kaizen events, and more to identify training and SOP needs.
  • Identified training needs for existing L-CSP users; coordinated development of training materials, SOPs, and class scheduling.
  • Participated in QA monitoring for all Specialty workstreams during F14 migrations.
  • Identified potential risks for front-line users for each migration; coordinated with business owners to resolve issues.
  • Tracked training completion and collaborated with RMG to ensure cross-training for all Specialty users across sites.
  • Managed up-training required for existing AHG users; coordinated related training and SOP development.
  • Coordinated customized process documentation with AM, Ops, and the project team for client migrations to upgraded platforms.
  • Managed scheduling and completion of all training related to Specialty migrations.
  • Developed and updated all SOPs and training materials for Specialty migrations.
  • Adhered to integration project plans and managed QMART deliverables according to outlined strategies.
  • Facilitated virtual training sessions for Field Training and Operations teams in preparation for migrations.

Training Manager

Express Scripts
Indianapolis, United States of America
10.2010 - 04.2012
  • Led and managed the IND and ORL Specialty Training teams, conducting performance reviews and providing coaching and development support.
  • Co-managed the ORL Specialty training team, focusing on coaching and development.
  • Oversaw specialty training requests for IND, ORL, and LMF sites, determining scope, prioritization, methods, and resources.
  • Negotiated with business partners to balance schedules and allocate resources efficiently.
  • Developed a Trainer Evaluation form to assess training material and facilitator effectiveness.
  • Created and facilitated workshops on classroom management, project management, and material development for trainers.
  • Monitored progress of new hire classes to identify learning gaps and opportunities.
  • Partnered with RMG to coordinate new hire schedules and optimize training resources.
  • Managed diverse projects, from cross-training to outsourcing, including the creation of training materials, job aids, and SOPs.
  • Innovated training methods to meet changing needs, including web-based, virtual, and SME-led sessions, applying Adult Learning Theories.

Training Consultant

Express Scripts
Indianapolis, United States of America
10.2007 - 10.2010
  • Managed multiple cross-departmental projects within the Specialty Pharmacy, working closely with leadership on project and training planning.
  • Collaborated with process improvement teams to implement updates and provide daily management support to training and documentation teams.
  • Designed comprehensive training curriculum for Specialty Pharmacy new hires, covering call center, pharmacy, insurance verification, and support roles.
  • Partnered with stakeholders to develop policy and procedures, ensuring alignment with organizational goals.
  • Worked with the Training Manager in the recruitment and hiring process for additional training team members.
  • Developed and facilitated workshops for trainers, team leads, and managers focused on coaching, feedback, and facilitation skills.
  • Coordinated with Workforce Management to schedule training sessions efficiently, avoiding disruption to service levels.
  • Collaborated with project managers to enhance process efficiencies and streamline operations.
  • Provided ongoing feedback and coaching to trainers on facilitation methods and material design.
  • Managed project communications and ensured timely completion of training and documentation to meet customer requirements.

Trainer II

WellPoint Inc.
Indianapolis, United States of America
06.2007 - 10.2007
  • Facilitated training programs across various Specialty Pharmacy divisions, ensuring comprehension and skill acquisition.
  • Developed comprehensive training curriculums for new hires and topical training sessions, tailored to meet diverse learning needs.
  • Created detailed Learner Guides to support both new and existing associates, enhancing their knowledge and performance.
  • Collaborated with operational experts to align training with customer service needs and operational goals.
  • Designed user-friendly job aids as step-by-step guides for operational associates, improving efficiency and task execution.

Operations Forecaster

WellPoint Inc.
Indianapolis, United States of America
01.2006 - 06.2007
  • Managed attendance and PTO for the National Operations division, overseeing approximately 500 associates.
  • Developed systematic procedures for tracking and reporting attendance records to management.
  • Established streamlined processes for associates' PTO requests to enhance workflow efficiency.
  • Assisted in the development of an Access database to accurately monitor and report attendance metrics.
  • Tracked and communicated daily attendance changes to management and the forecasting team to ensure optimal staffing.
  • Conducted daily planning meetings with management and directors, using historical data to maximize call center efficiency.
  • Generated schedule templates for various business units to align with operational demands.
  • Managed skill tiering processes to meet Performance Guarantees for specific client accounts.
  • Provided training and ongoing mentorship to new forecasters, improving team capabilities.

Trainer II

Anthem Blue Cross/Blue Shield
Indianapolis, United States of America
11.2002 - 01.2006
  • Developed comprehensive training materials for new hires, topical sessions, and refresher courses to enhance learning outcomes.
  • Created detailed training plans and syllabi to guide instruction and ensure consistency across programs.
  • Conducted training sessions for new and existing associates, effectively managing varying class sizes to optimize engagement and comprehension.
  • Managed multiple projects simultaneously, including new system implementations and departmental process updates, to ensure smooth transitions.
  • Provided mentoring and support to new trainers and training assistants, fostering a collaborative and knowledgeable training team.

Customer Service Representative

Anthem Blue Cross/Blue Shield
Camby, United States of America
09.1997 - 11.2002
  • Researched and responded to written correspondence and telephone inquiries from providers, members, and account representatives to resolve issues promptly.
  • Mentored new customer service representatives, providing guidance and support to enhance team performance and customer satisfaction.
  • Processed and adjudicated medical claims efficiently, ensuring accuracy and compliance with regulations.
  • Initiated stop/pay/reissue check requests and conducted thorough research on overpaid claims to rectify payment discrepancies.
  • Investigated high-priority cases in collaboration with field service representatives, ensuring swift resolution and optimal customer service.

Education

Some College (No Degree) - Business Management

Indiana Tech
Indianapolis, IN

Skills

  • Leadership
  • Instructional Design
  • Facilitation
  • Microsoft Office
  • Avaya CentreVu
  • Project Management
  • Process improvement
  • Project management
  • Training development
  • Documentation management
  • Team collaboration
  • Leadership development
  • Training proficiency
  • Presentation skills
  • Operations management
  • Training and mentoring

Certification

  • Certified Training Generalist
  • Certified Instructional Designer

Timeline

Business Consultant – Commercial Product Systems

Elevance Health
01.2018 - 09.2024

Sr. Product Manager – Patient Experience

Express Scripts
12.2014 - 01.2018

Sr. Project Manager - Strategy & Experience

Express Scripts
04.2014 - 12.2014

Learning & Development Manager

Express Scripts
04.2012 - 04.2014

Training Manager

Express Scripts
10.2010 - 04.2012

Training Consultant

Express Scripts
10.2007 - 10.2010

Trainer II

WellPoint Inc.
06.2007 - 10.2007

Operations Forecaster

WellPoint Inc.
01.2006 - 06.2007

Trainer II

Anthem Blue Cross/Blue Shield
11.2002 - 01.2006

Customer Service Representative

Anthem Blue Cross/Blue Shield
09.1997 - 11.2002

Some College (No Degree) - Business Management

Indiana Tech

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