Emma Shaw
Murray,KY
Summary
Over 15 years’ experience in management, business analysis, and project management with success in managing third party software projects through all project lifecycle phases of requirements gathering, implementation, and support.
Software management professional with proven track record of leading development teams and enhancing project efficiencies. Known for strong focus on team collaboration and delivering high-quality results in dynamic environments. Possesses key skills in project management and software development lifecycle management, along with valued traits of reliability and adaptability.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Software Manager
City of Paducah
07.2022 - Current
- Responsible for delivering small to large projects on-time, on budget, while meeting functional and quality specifications
- Consult with teams to determine software solution requirements
- Lead a team of software and hardware support personnel
- Evaluate software solutions
- Manage the discovery, design, testing, and deployment of software solutions
- Manage the installation and configuration of software solutions
- Manage software release life cycle
Business Systems Analyst
City of Paducah
10.2018 - 07.2022
- Demonstrated superior custom service
- Facilitate positive proactive working relationships with customers and internal resources.
- Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts, and project managers.
- Work collaboratively with software project teams
- Maintained ERP environments and work on installing, maintaining, and troubleshooting software systems.
- Work with cross functional Technology Departmental Teams as needed to support enterprise initiatives
- Business Analyst for Project Implementations
- Requirements – assisting Tyler Implementation Consultant with departmental requirements and to-be process
- Homework and Project Tasks that come up during session and outside internal sessions
- Conducted internal meeting Follow up Sessions - assisting departments with homework, data collection, decisions, etc.
- Configuration – assisting departments that need assistance in system configuration
- Testing/UAT – Lead testing and tracked Issue log
- System Administration
- Configuration of systems as needed (ex. Prop tax portal, CSS, Employee Access, Payroll, Enterprise Permitting, and Licensing, Civic Access, Tyler Payments, etc.)
- Help Desk for departments implemented for software issues while continuing to support ongoing implementation.
- Document Issues for support tickets and enter on departments half when needed
- Manage tickets and escalate when needed
- Front Line support for hardware that is Tyler related – Receipt printers, credit cards
- Software Management of Tyler Cashiering Hardware Console for Cashiering Upgrades
- Implemented credit cards for Finance, Planning, and Fire Prevention users and online payments
- Managed Bluebeam – installs and license management and integration issues with EPL SSRS – wrote reporting requirements, lead testing, and tracked issues
Financial Counselor
Primary Care Medical Center
12.2016 - 10.2018
- Prior authorize diagnostic medical and radiology procedures
- Process denials and retro authorizations
- Verify insurance benefits & eligibility, deductibles, & coinsurance prior to diagnostic medical, radiology & women’s health surgical procedures
- Patient contact to review insurance benefits and notification of required payment
- Follow up on paid claims and requests refunds when needed
- Help patients who walk in with insurance filing questions
- Speak to patients who cannot pay expected amount at time of service
- Set up payment arrangements
Registration Clerk
Primary Care Medical Center
05.2016 - 12.2016
- Patient Portal Support – set up user accounts and provide user support and training
- Greet and check in and check out patients for appointments and testing
- Update patient demographics
- Check insurance eligibility and update billing information
- Responsible for collecting payments and balancing at the end of a shift
Enterprise Content Management Analyst (Business Analyst)
TEKsystems
10.2014 - 05.2015
- Served as consulting business analyst at Tennessee Department of Health on the electronic medical record (EMR) implementation project for the state health departments
- Led or participated in defining requirements for software specifications and providing thorough documentation within a healthcare environment
- Developed “As Is” & “Future State” business process diagrams in Visio
Business Systems Analyst
CGS Administrators, LLC
09.2008 - 09.2014
- Support the Iterative Model through the Systems Development Life Cycle (SDLC)
- Requirements Specification, Design, Documentation, Construction, Integration, Testing, Installation, and Maintenance
- Technical liaison for OnBase AnyDoc initial implementation & software upgrade for healthcare claims processing – lead Business Analyst for multi- claims contracts
- Technical liaison for OnBase initial implementation, workflow configuration, & systems integration
- Led implementation efforts to transition the mailroom from Nashville, TN to Chattanooga, TN
- Experienced in working with outside technology vendors and business operations to implement new software, upgrade software, & change management releases
- Test Coordinator of software testing for J15 Part A transition
- Tracked and maintained issue logs, developer assignments, & business owner priorities
- Communicated testing status to end-users and development teams
- Utilized Quality Center to enter test cases and perform user acceptance testing (UAT)
- Managed subcontractor and requirements for mailroom processes e.g. Intake, Data Entry, File Transfer, and Exception Processing
- Developed “As Is” & “Future State” diagrams in Visio
- Analyze complex business needs for Document Management & and Optical Character Recognition (OCR) software for scanning, data entry, claim uploads, and correspondence
- Performed objective analysis of scanning and data entry software
- Experienced in SCRUM methodology
Business Analysis Specialist (Technical Analyst)
Cigna Government Services
01.2008 - 09.2008
- Supported the Front End Operations (Mail Room) Intake functions for the Enterprise
- Acted as the Technical Liaison between Front End Operations and IT department
- Managed the requirements and business rules for the RRI scanning and data entry software
- Managed the implementation of three RRI releases
Claims Supervisor
Cigna Government Services
11.2006 - 01.2008
- Managed 34 direct reports
- Lead Team Meetings, Coaching Sessions, and other Human Resource Activities
- Supervised Scanning, Sort & Prep Processes, & Data Entry
- Identified requirements and worked with business counterparts to update business rules in the OCR application
- Worked closely with the outside vendor to develop, test, and implement changes
- Managed a department-wide technology refresh
Claims Processor Associate
Cigna Government Services
01.2005 - 11.2006
- Front End Claims Processing, Batch Exceptions Processing, and Reopening processing
- Maintained high production scores and achieved exceptional quality results
- Team Lead for the Batch Exceptions Processing
- Managed daily workload reporting and resource management
Education
BS - Healthcare Administration
The University of Phoenix
Phoenix, AZSkills
- Microsoft Office Suite, Tyle suite of EERP and EPL products, OnBase ECM, OCR for AnyDoc, MCS, VMS, EDI, Visio
- Project management
- Software development lifecycle
- Team leadership
- Requirements analysis
- Systems integration
- User acceptance testing
- Cross-functional collaboration
- Software evaluation
- Change management
- ERP systems maintenance
- Stakeholder communication
- Configuration management
- Vendor management
- Business analysis
Certification
- Business Analysis Masters, Villanova University
Timeline
Software Manager
City of Paducah
07.2022 - Current
Business Systems Analyst
City of Paducah
10.2018 - 07.2022
Financial Counselor
Primary Care Medical Center
12.2016 - 10.2018
Registration Clerk
Primary Care Medical Center
05.2016 - 12.2016
Enterprise Content Management Analyst (Business Analyst)
TEKsystems
10.2014 - 05.2015
Business Systems Analyst
CGS Administrators, LLC
09.2008 - 09.2014
Business Analysis Specialist (Technical Analyst)
Cigna Government Services
01.2008 - 09.2008
Claims Supervisor
Cigna Government Services
11.2006 - 01.2008
Claims Processor Associate
Cigna Government Services
01.2005 - 11.2006
BS - Healthcare Administration
The University of Phoenix
Professional Training
- OnBase System Administration
- OnBase Workflow
- OCR for AnyDoc System Administration
- EDS/MCS Systems
- Tyler suite of EERP, EPL, and ancillary products
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
LOVE Award - Solution Driven
LOVE means "Living Our Values Everyday." This was a peer nominated award that I received in 2019. I had only been working at the City for a year and it was an honor to be nominated by my peers and to receive this recognition.