Brittany N. Williams
Louisville,KY
Summary
Experienced and results driven Business Analyst, Scrum Master, Revenue Cycle Manager and Customer Focused professional with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget. Experience in improving processes and exceeding requirements in a team setting. Skilled in multiple Agile methodologies, stakeholder management, sprint planning, program and project management. Highly organized in managing complex projects with multiple deadlines and data warehousing/ analytics. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Experience in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Expert in machine learning and large dataset management. Demonstrated success in identifying relationships and building solutions to business problems.
Overview
9
9
years of professional experience
Work History
Program and Customer Engagement Manager
Molina Healthcare
05.2023 - Current
- Manage and supervise administrative and daily program operations, complying with policies and regulations.
- Set key performance indicators for the kiosk program and publish metrics on a regular basis.
- Create and manage user stories for our solutions.
- Detail and maintain the development and QA backlog
- Identify program obstacles and communicated possible impacts to team.
- Coach team members on productivity strategies to accomplish challenging goals.
- Meet with project stakeholders on regular basis to assess progress and make adjustments.
- Manage multiple strategic projects with numerous sub-projects or workstreams.
- Engage and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Collaborate with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Establish milestones and objectives based on input from functional areas and stakeholders.
- Facilitate and present weekly demos with customers and stakeholders
- Participate in pilot tests and revised programs based on feedback and results.
- Assist customers with onboarding and product setup to foster successful adoption and usage of platforms.
- Create customer support strategies to increase customer retention.
- Generate reports and communicate results to stakeholders to provide insights into customer success.
- Play an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Address and resolve technical, financial, and operational concerns by working with team members and directors.
- Identify program obstacles and communicate possible impacts to team.
- Divide projects into epics and implementable user stories.
- Interact with internal stakeholders as voice of customer.
- Own and prioritize product backlog.
- Allocate and approve team resource usage.
- Communicate project updates to stakeholders at all levels.
- Lead cross-functional teams to successfully complete IT projects.
- Meet with clients to understand needs and develop proactive solutions.
Senior Scrum Master
Cohere Health Technologies
02.2022 - 01.2023
- Servant leader and coach for 4 Agile Scrum teams, ensuring effective use and practice of Agile methodology framework
- Ensured that all inter-team risks, impediments, and blockers are identified, communicated, and resolved
- Spearhead productivity improvements through mentoring and coaching
- Proactively identified areas of risk and implement solutions to mitigate issues
- Collaborated with product operations, learning design and delivery teams to ensure efficient development of platform and program requirements
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Developed processes and determined tools and resources required to develop and launch new content initiatives successfully
- Developed customer algorithm leading to a 35% increase in market share through Q1-Q3
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Participated in cross-functional work with Product and Engineering Teams on internal tool development and improvement from process and scalability perspective
- Created customer support strategies to increase customer retention.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collaborated with sales and product teams to address customer success objectives.
- Used analytical and creative problem solving skills to manage projects and remove blockers
- Daily communication with executive leadership team and C-Suite staff
- Created dynamic SEO strategies to exceed market competitors and meet client needs.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Led sprint reviews and planning meetings to promote full team engagement.
- Worked across teams outside of engineering to find solutions and answers to issues encountered by engineering personnel.
- Analyzed large datasets to identify trends and patterns in customer behaviors
- Ran machine learning tests and experiments by implementing appropriate ML algorithms
- Developed, tested and deployed software for clients
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Collaborated with stakeholders to identify business needs and data sources.
- Tested completed projects for functionality and implemented changes to production methods to rectify issues in final products.
Project Manager, Revenue Cycle Management
BrightSpring Health/ ResCare, Inc
01.2015 - 02.2022
- Implemented and managed policies and procedures to align operations and billing hub offices with best practices, transitioning from Waterfall to Agile methodologies.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Evangelized Agile as strategic asset of culture and business value.
- Led cross-functional teams to successfully complete Revenue Cycle IT projects.
- Generated reports for IT project progress and performance.
- Communicated project updates to stakeholders at all levels.
- Worked across teams outside of engineering to find solutions and answers to issues encountered by engineering personnel.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Implemented collection policies for upfront client liabilities and out-of-pocket costs
- Determined new and existing patient's responsibility based on historical claims data, contracts, and the patient's benefits information using Epic patient estimator tool
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and implemented strategic project plans to meet business objectives.
- Developed and implemented project plans and budgets to ensure successful execution.
Education
Certification - Project Management
Scrum Alliance
01.2023
Certified Scrum Master CSM -
Scrum Alliance
08.2022
Bachelor’s - Business Administration and Management
Indiana Wesleyan University
Marion, IN04.2019
Skills
- Scaled Agile Framework, Product Backlog Grooming, Python, SQL, JIRA, Confluence, Tableau
- AWS, G-Suites, Atlassian, Software Development Life Cycle
- Machine Learning Algorithms
- Azure DevOps
- Data and Quantitative Analysis
- Revenue Cycle
- Early-Stage Startup
- Project Management
- Customer Interaction and Success
- Risk mitigation planning
- Excellent Communication
- Strong team leadership and coaching skills
- Revenue performance/ Reconciliation
- Budgetary analysis and Cash handling expertise
- Process implementation
- G-Suite
Timeline
Program and Customer Engagement Manager
Molina Healthcare
05.2023 - Current
Senior Scrum Master
Cohere Health Technologies
02.2022 - 01.2023
Project Manager, Revenue Cycle Management
BrightSpring Health/ ResCare, Inc
01.2015 - 02.2022
Certification - Project Management
Scrum Alliance
Certified Scrum Master CSM -
Scrum Alliance
Bachelor’s - Business Administration and Management
Indiana Wesleyan University
Similar Profiles
Mayra GarciaMayra Garcia
Claims Auditor at Bright Healthcare Plan & Molina Healthcare PlanClaims Auditor at Bright Healthcare Plan & Molina Healthcare Plan
Katrevia CarrKatrevia Carr
Healthcare Customer Service Representative at Molina HealthcareHealthcare Customer Service Representative at Molina Healthcare
Jenasi VelaJenasi Vela
Member Engagement Representative at Molina HealthcareMember Engagement Representative at Molina Healthcare
Reagan BisaillonReagan Bisaillon
Case Manager Supervisor at Molina HealthcareCase Manager Supervisor at Molina Healthcare
Maria GomezMaria Gomez
Lead Care Manager at Pair TeamLead Care Manager at Pair Team