Summary
Overview
Work History
Education
Skills
Accomplishments
Career Highlights
Timeline
Generic

Cheryl Parker

Saint Albans,WV

Summary

Dynamic Sr. Business Process Analyst with extensive experience at CASCI, recognized for optimizing business operations and driving process improvements. Achieved a 15% increase in PMTM scores over two years through targeted initiatives. Proficient in stakeholder engagement and analytical thinking, effectively leading cross-functional teams to exceed project goals and enhance operational efficiency. Committed to leveraging data-driven strategies to support continuous improvement within the organization.

Overview

15
15
years of professional experience

Work History

Sr. Business Process Analyst-Business Optimization

CASCI
Charleston, WV
02.2022 - Current
  • Streamlining business processes by identifying inefficiencies and implementing targeted improvements.
  • Main point of contact for updating and maintaining Bluegle, the Customer Service Knowledge Management tool.
  • Notifying Customer Service of issues, process changes, and pertinent information through Service Alerts.
  • Consolidation of documents within BizOps SharePoint site resulting in less clicks and fewer locations to obtain information
  • Created and communicated a new workflow to Customer Service for reporting My Account and Wellness-related issues.
  • Obtained and communicated a listing of accounts that opted out of Noom to assist Customer Service with member inquiries.
  • Business partners with IT resources to ensure seamless integration of system updates or upgrades, without disrupting ongoing operations.
  • Provide User Acceptance Testing for upcoming releases for My Account.
  • Provide technical support for troubleshooting analytics, and reporting issues.
  • Generate custom reports to provide insights into business performance.
  • Deep dive analysis of types of BizOps tickets.
  • Collaboration with cross-functional teams to develop comprehensive process improvement strategies.
  • Communication of delayed or missing EOBs on My Account by providing a list of claim rejection codes that suppress EOBs from going to Fiserv for Customer Service.
  • Work closely with NASCO, Operations, and My Account developers on missing EOBs on the portal.
  • Train peers on new procedures, processes, and applications to enhance the overall team efficiency and productivity levels.
  • Serve as a subject matter expert for the My Account and Wellbeing Program within Customer Service.
  • Point of contact for wellness issues, supporting customer service, wellbeing consultants, and Sharecare.
  • Consistently apply effective time management techniques to meet tight deadlines.
  • Strong leadership skills involve managing projects from start to finish.

Sr. Process Analyst -Business Optimization

CASCI
06.2017 - 02.2022
  • Oversaw key interactions defining the relationship between Commercial Large Group and Further.
  • Built robust collaborations with vendors to address daily challenges. Enhanced customer satisfaction through effective collaboration.
  • Recognized issues, escalated to designated resources, prioritized actions, maintained customer communication, and evaluated outcomes.
  • Facilitated the launch of triple-option benefits display on My Account.
  • Led knowledge-sharing sessions to foster best practices.
  • Defined business needs in collaboration with the team.
  • Developed a flow chart showcasing the sequence of NASCO data from enrollment through portals and vendors, highlighting delays caused by MEIDS issues.
  • Developed strong communication proficiencies via frequent departmental interactions.
  • Coordinated the creation and distribution of Biz Ops Issue emails every week for leadership.
  • Consistently tracked outstanding issues to ensure timely resolution by the Biz Ops team.
  • Implemented modifications to appeal button on My Account, resulting in decreased Back Office inventory.
  • Provided technical support during user acceptance testing cycles.
  • Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.

Process Analyst - Business Optimization

CASCI
08.2015 - 06.2017
  • Resolved operational, procedural, policy, and systemic issues impacting customers.
  • Reviewed process workflows to enhance efficiency and minimize expenses.
  • Boosted PMTM scores from 33% in 2015 to a record-high of 48% in 2017 through effective issue management.
  • Established process for Customer Service and Sales to report portal issues to the BizOps team.
  • Configured database specifications for the Web Portal Tracking SharePoint site on Bluegle.
  • Integrated Benefit Display functionality within the My Account portal. Created project plan and defined the process, leading the initiative.
  • Conducted issue trend analysis for My Account, CareFirst Direct, and Employer Portal.
  • Managed Portal issues submitted via Web Portal Tracking SharePoint site.
  • Conducted User Acceptance Testing for My Account, State of Maryland Wellness Program, Blue Rewards, NISA, Find a Provider, and Online Claim Submission process.
  • Evaluated existing claim forms on My Account, leading to the creation of a redesigned claim form for CareFirst members.
  • Served as primary contact connecting IT with multiple business areas.
  • Collaborated with managers and Technical Support to revamp business processes.

Customer Service Representative

CASCI
03.2010 - 08.2015
  • Effectively handled State of Maryland member emails, guaranteeing prompt replies.
  • Supported Lead Business Analyst with My Account issues.
  • Directed online queries and social media comments to relevant SBU.
  • Trained across diverse skillsets including member emails, social media, and case work.
  • Executed successful inventory reduction initiative.

Education

Bachelor of Science - Management Information Systems

Florida Atlantic University
Boca Raton, FL
05.2006

Bachelor of Arts - Industrial and Organizational Psychology

Marshall University
Huntington, WV
05.1998

Skills

  • Business process improvement
  • Requirements gathering
  • Process optimization
  • Decision-making
  • Verbal and written communication
  • Stakeholder engagement
  • Analytical thinking
  • Team collaboration
  • User acceptance testing
  • Multitasking and organization

Accomplishments

  • Shining Star award, 02/01/15
  • CareFirst Spirit Award, 2017

Career Highlights

Information Technology – Senior Project Office Analyst

  • Responsible for analyzing the impact on key metrics and resource trends, as well as generating management reports related to changes in Corporate Cost Centers

Information Technology – Project Manager

  • Defined project requirements, identified required resources, and developed a detailed project plan within the project scope
  • Collaborated with Programming and Development management, Quality Assurance, and Business Owners to establish project goals and priorities
  • Project Manager for major site relocation
  • Coordinated project timelines with Information Technology (IT) and Business Owners

Timeline

Sr. Business Process Analyst-Business Optimization

CASCI
02.2022 - Current

Sr. Process Analyst -Business Optimization

CASCI
06.2017 - 02.2022

Process Analyst - Business Optimization

CASCI
08.2015 - 06.2017

Customer Service Representative

CASCI
03.2010 - 08.2015

Bachelor of Science - Management Information Systems

Florida Atlantic University

Bachelor of Arts - Industrial and Organizational Psychology

Marshall University

Similar Profiles

CREATE PROFILE
Cheryl Parker