Deborah Socio
North Brunswick,NJ
Summary
Results-driven Senior Implementation Manager known for high productivity and efficient task completion. Specialize in strategic planning, cross-functional team leadership, and process optimization to ensure smooth project delivery. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to navigate complex challenges and drive successful outcomes.
Overview
26
26
years of professional experience
Work History
Senior Implementation manager
Clarify Health
08.2022 - Current
- Participated in software enhancements cross-functionally which led to a total of $2B in ROI for customer base
- Managed full project lifecycles beginning at inception and ending with customer-facing deployments of healthcare technology solutions for Price Transparency, Provider Markets, and Performance supporting both Provider and Payer growth.
- Maintained relationships with customers by responding quickly to inquiries and concerns typically same day
- Conducted virtual and live trainings to support change management and maximize customer satisfaction and maintain an average NPS score between 9-10 for over 25 implementations.
Value based Operations Manager
Horizon BCBS
12.2012 - 07.2022
- Worked cross-functionally and across all levels of stakeholders to support large-scale programs and initiatives across Value Based Program customer base of more than 1000 providers and large health systems.
- Provided leadership, expertise, and technical/operational guidance to the stakeholders
- Led group of IT and Value Based Clinicians in developing Clinical Data Tracking tools, Managed File Transfer logic and Attribution logic with various vendors and in-house IT Staff
- Drafted reports regarding performance metrics and other relevant data from the EHR system.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Assessed code during testing stage to determine potential glitches and bugs.
Capabilities Analyst II
Horizon BCBS
08.2011 - 12.2012
- In my role as a Capabilities Analyst II, I worked closely with a dedicated team to design and implement a Care Plan management system
- I documented business requirements, troubleshooted web application issues, and provided training sessions for users, ensuring smooth operations and client satisfaction
Business Systems Analyst
Horizon BCBS
09.2005 - 08.2011
- In my role as a Business Systems Analyst, I played a key role in coordinating with system users to finalize designs, confirm requirements, and provide senior technical support to both in-house IS staff and user departments
- I also served as the corporate liaison with MEDecision, ensuring effective communication and collaboration between the two entities
Team Leader
Horizon BCBS
03.2002 - 09.2005
- As a Claims Team Leader, I oversaw the daily management of staff and Hospital Claims inventory to ensure exceptional customer service
- By evaluating staff strengths and weaknesses, I fostered a positive working environment and enhanced performance levels
- I allocated work assignments based on SLAs and identified process gaps to improve efficiency
Team Lead Trainee
Horizon BCBS
03.2001 - 03.2002
- In my role as a Claims Team Lead Trainee, I assisted the Team Leader in daily staff management and claims inventory
- I supervised, analyzed, and coordinated the work of the business team to ensure quality and productivity goals were met
- Additionally, I provided guidance, training, and technical instructions to team members to enhance their performance and skills
Customer Service Representative
Horizon BCBS
03.1999 - 03.2001
- In my role as a Customer Service Representative, I handled customer inquiries through phone, email, and mail
- I probed for necessary information to effectively address concerns, utilized computer systems for verification, and documented interactions accurately
- I followed up on unresolved issues in a timely manner, escalating trends to management for further action
Education
BA - Public Adminstration
Kean College
05.1995
AA - Criminal Justice
Union County College
05.1993
Skills
- Software Implementation
- UAT
- Payer/Provider Software Training
- Process Analysis/Improvement
- Requirements Elicitation
- Data Mapping
- Root Cause Analysis and Problem Solving
- Use Case Development
- Conflict Resolution
- Jira
- Confluence
- Salesforce
- Task Ray
- Business analysis
- Cross-functional team leadership
- Software testing
- Scope management
Timeline
Senior Implementation manager
Clarify Health
08.2022 - Current
Value based Operations Manager
Horizon BCBS
12.2012 - 07.2022
Capabilities Analyst II
Horizon BCBS
08.2011 - 12.2012
Business Systems Analyst
Horizon BCBS
09.2005 - 08.2011
Team Leader
Horizon BCBS
03.2002 - 09.2005
Team Lead Trainee
Horizon BCBS
03.2001 - 03.2002
Customer Service Representative
Horizon BCBS
03.1999 - 03.2001
BA - Public Adminstration
Kean College
AA - Criminal Justice
Union County College