Betzie S Christianson
Gettysburg,Pennsylvania
Summary
Seasoned heath insurance professional 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.
Overview
18
18
years of professional experience
Work History
Income Maintenance Caseworker
Commonwealth Of Pennsylvania - DHS
Gettysburg, Pennsylvania
01.2024 - Current
- Assess client eligibility for public assistance programs and services.
- Process applications for food assistance and medical benefits accurately.
- Reviewed case files to ensure compliance with state regulations and policies.
- Maintain detailed records of case progress and client interactions.
- Monitor client activities to ensure they are meeting program requirements.
- Ensure compliance with applicable regulations and procedures.
Senior Business Process Analyst
United Healthcare
Gettysburg, PA
02.2022 - 04.2022
- Drove strategic project initiatives from conception through implementation for consistent quality improvement of provider data contract loading.
- Developed reporting based on data analysis to highlight impact of quality initiatives on common contract loading errors.
- Created presentations to provide semi-monthly status updates on assigned projects with key stakeholders.
- Provided technical support for existing reports, dashboards or other tools.
Supervisor Provider Data
United Healthcare
Gettysburg, PA
08.2017 - 01.2022
- Managed team of 22 employees, ensuring high productivity and quality standards were met.
- Created reporting to depict progress on projects and initiatives to share with business partners and leadership.
- Organized and assigned workload based on priority to ensure adherence to turnaround time and productivity goals
- Supervised and evaluated employees' job performance and conformance to role expectations and recommend appropriate action including development of performance improvement plans.
- Supported root cause analysis to identify monthly actionable items to address process breaks and areas of improvement.
- Reviewed audit data to identify common training errors for the development of weekly quality alerts.
- Provided support to and collaborated with internal business partners concerning data quality and remediation plans for errors.
Senior Operational Trainer
United Healthcare
Frederick, MD
11.2010 - 07.2017
- Presented information using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, and lectures for in person classes of up to 22 and virtual classes of 50+ learners.
- Organized and created training procedure manuals, guides, resources, and course materials for Provider Resolution Specialists redesign and role expansion.
- Consistently worked with design team to update training examples and submit recommendations for curriculum updates based on identified training gaps and process changes.
- Performed root cause analysis to understand quality defects and build individual and group coaching plans.
- Tracked and identified trends of agent performance data and areas of opportunity to target remediation needs, opportunities for process improvement, and ways to increase NPS.
- Completed production work to maintain performance goals in order to act as a SME and provide employees with coaching and guidance to handle difficult or complex problems and to resolve escalated complaints or disputes.
- Evaluated effectiveness of training programs through surveys, interviews, focus groups.
Provider Phone Representative
United Healthcare
Frederick, MD
03.2008 - 11.2010
- Completed calls with health care providers to confirm coverage for specific health services, products, and conditions by reviewing plan documents, HCPCS/CPT/ICD coding.
- Documented and maintained records of customer interactions including; details of inquiries, complaints, or comments, as well as actions taken in applicable systems.
- Completed complex research to address customer concerns and routed issues to appropriate departments to ensure first call resolution for 90% of calls handled.
- Maintained performance goals for average handle time, call quality, and Net Promoter Score (NPS).
Education
No degree attained -
Montgomery College
Rockville, MD08.2002
High school diploma -
Wheaton High School
Silver Spring, MD06.2000
Skills
- Attention to detail
- Proficient with Microsoft Suite
- Time management
- Data/Root cause analysis
- Flexible to change
- Complex Problem Solving and issue resolution
- Quality focused
- Customer Service
Timeline
Income Maintenance Caseworker
Commonwealth Of Pennsylvania - DHS
01.2024 - Current
Senior Business Process Analyst
United Healthcare
02.2022 - 04.2022
Supervisor Provider Data
United Healthcare
08.2017 - 01.2022
Senior Operational Trainer
United Healthcare
11.2010 - 07.2017
Provider Phone Representative
United Healthcare
03.2008 - 11.2010
No degree attained -
Montgomery College
High school diploma -
Wheaton High School