Courtney Watkins
Newport News,VA
Summary
Software-savvy quality assurance professional committed to confirming proper functionality and usability of software products before release. Plans test schedules and strategies according to project scope and delivery dates and monitors and tracks bug resolutions. Reviews software documentation to verify technical accuracy and completeness and to mitigate risks.
Overview
7
7
years of professional experience
Work History
Test Engineer
Imagine Health
Remote
10.2022 - Current
- Conducted in-depth reviews and analysis of data, to ensure the provision of accurate and relevant information to providers, contributing to a decrease in inquiry resolution time
- Spearheaded the loading and testing of provider contracts across claims systems, utilizing advanced problem-solving skills to identify and address bugs and inconsistencies.
- Tested hardware and software within sandbox environment prior to release to production.
- Developed and maintained test and evaluation strategies for testing to show operational readiness and suitability with planned project decision points.
- Built automated test scripts to handle repetitive software testing work.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Recommended changes and corrections to developers for optimal software performance and usability.
- Advised developers on problems with databases, performance and other issues.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Documented testing procedures for developers and future testing use.
Provider Network Manager
United Health Group
Remote
04.2019 - 05.2021
- Established and maintained strong executive and operational relationships with a diverse customer base, resulting in provider satisfaction rating increase of over the course of one year
- Applied in-depth knowledge of contract goals to foster open communication, resulting in an increase in customer sentiment scores related to goal achievement
- Led the successful onboarding journey for new providers, overseeing implementation, training, launch, and adoption; achieved a reduction in onboarding time through process optimization
- Conducted critical reviews of client utilization, identifying improvement opportunities, and creating value-driven goals; contributed to an increase in customer engagement and adoption rates
- Documented, analyzed, and tracked customer interactions, promptly identifying, and addressing blockers and risks, reduced resolution time and improved provider satisfaction scores
- Owned gross revenue retention forecasting and results for the provider base; achieved a provider retention rate and exceeded revenue retention targets
- Led the contract renewal process, demonstrating a high level of care and dedication; consistently achieved a renewal rate of 90% and negotiated contract terms resulting in a 15% increase in contract value
- Collaborated with internal cross-functional teams to maintain expert knowledge of product configurations, facilitating seamless support for providers, and contributing to a reduction in support response times
- Conducted live training sessions throughout the customer journey, ensuring continual motivation and knowledge among customer teams; received positive feedback with a 95% satisfaction rate
- Collaborated on provider success content creation, contributing to an increase in the production of valuable resources for customer education
- Facilitated onsite training ensuring successful implementation and satisfaction for key clients.
Provider Relations III
Health Net Federal Services
11.2016 - 10.2018
- Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings and identifying on-site enrollment opportunities.
- Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
- Prioritize work and tasks to achieve successful solutions, objectively identifying problems and determining solutions.
- Developed, reviewed and prepared provider education material, increasing efficiencies in processes 90%.
- Reduced project downtime and boosted client retention by maintaining practitioner contract stipulations and addressing grievances.
- Identified network gaps and collaborated with recruiters to fill deficiencies.
- Assisted with physician recruitment by identifying specific providers within designated territories, negotiating rates for new physicians and distributing provider agreements.
Education
Business Administration -
Virginia Union University
Richmond, VASkills
Debugging
Creating Test Cases
Software Quality Assurance
Design Verification
Test Documentation
Test Planning
Root Cause Analysis
Agile Methodologies
Attention to Detail
Problem-Solving
Test Script Development
Team Collaboration
Project Management
Software Debugging
Troubleshooting and Resolution
Core Proficiencies
- Manual Testing
- Agile
- JIRA
- Network Management
- Scrum Framework
- Project Management
- Zephyr Scale
- SaaS
- Conditional Logic
- Regression testing
- STLC
Additional Information
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Project Management Professional
Timeline
Test Engineer
Imagine Health
10.2022 - Current
Provider Network Manager
United Health Group
04.2019 - 05.2021
Provider Relations III
Health Net Federal Services
11.2016 - 10.2018
Business Administration -
Virginia Union University