Summary
Overview
Work History
Education
Skills
Timeline
AccountManager
Erica Houlihan

Erica Houlihan

New Kensington,PA

Summary

Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and developing high-performing teams. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

12
12
years of professional experience

Work History

Supervisor of Business Analysis

Highmark, Inc.
11.2020 - Current
  • Specialized in documentation of standard operating procedures and processes for cross-functional areas within the unit.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Designed and developed data pipelines to acquire, clean and process data.
  • Devised processes to boost long-term business success and increase profit levels.
  • Analyzed and reported on key performance metrics to senior management.
  • Created issue intake process and tracking, as well as maintaining ownership and oversight of the project team Recovery Guide (document detailing all work processes and procedures of the Project team).
  • Abides by state and federal rules and regulations to ensure appropriate adjudication of claims and business processes for audit outcomes.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Built highly-efficient project team through ongoing coaching and professional development opportunities.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Designed and implemented the only hands-on mentorship program for MBU project staff from the ground-up, as well as the first MBU Business Analyst work-tracking scorecard for work assessment and review.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments to diversify workload management.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Senior Business Process Analyst

Gateway Health Plan
09.2018 - 11.2020
  • Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
  • Produced documentation outlining process improvement solutions.
  • Conducted walk-through demonstrations of proposed process changes.
  • Liaised with staff managers to collaboratively design process change implementation plans.
  • Drafted human feedback tools such as questionnaires, surveys and interview scenarios to incorporate personnel needs and desires into process improvement.
  • Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
  • Synthesized performance data from wide-ranging sources into cohesive overviews of process performance.
  • Analyzed and assessed functional and organizational activities.
  • Mapped processes to holistically examine business flow and identify improvement opportunities.
  • Ingested operational objectives and gathered information for defining, understanding, and managing project scope.
  • Performed moderate/complex research to support evaluation of complex output requirements and formats.
  • Presented project deliverables to appropriate audiences.
  • Created reports on financial/operational performance.
  • Communicated business operational requirements to internal groups responsible for developing/testing business requirements in various applications or via business resource documents.
  • Coordinated, monitored, and reported on the progress of projects to ensure adherence to defined project schedule.
  • Communicated effectively with customers and colleagues, and successfully articulated issues, problem, and solutions.
  • Conducted and oversaw pre- and post-implementation review.
  • Successfully planed, designed, and conducted functional walk-throughs.
  • Managed and advised on intermediate to large cross-functional projects and change initiatives involved in the design and delivery of business process solutions, implementation strategies, and control measures (including scoping, leading, and influencing organizational change related to business processes and models).
  • Created process mapping and documents current and future state business processes.
  • Acted as subject matter expert/technical operations expert.
  • Recommended process efficiencies and strategies for improvement, and/or solutions to align technology with business strategies.
  • Developed desktop procedures and training materials.
  • User acceptance testing and documentation.
  • Close collaboration with various business owners and executive management for issues and solutioning.


Supervisor, Claims Operations

Gateway Health Plan
10.2017 - 09.2018
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled state complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Solicited employee feedback to identify and improve on areas of weakness.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Monitored and managed daily inventories to ensure adequate staffing and resources are available.
  • Subject matter expert for benefit plan and claims processing issues, implementation of new groups and products, and transition meetings.
  • Researched quality issues and responded to error assessments.
  • Ensured all business processes are routinely monitored.
  • Recommended and created process improvements designed to promote accuracy and timeliness of processes and/or eliminate manual effort.

Documentation Analyst

Highmark, Inc.
03.2016 - 10.2017
  • Extracted and condensed information and devised effective ways to document material.
  • Filed and maintained back-up copies of company forms and documentation.
  • Updated training material, operation manuals and technical guides to coincide with standards.
  • Collaborated with quality assurance teams to comply with regulatory requirements.
  • Produced on-time communications in support of new product submissions for regulatory agencies.
  • Developed and provided maintenance of language reviews.
  • Wrote specifications, developed business rules, identified variables, and mapped documents to database sources.
  • Coded and wrote SQL statements for the Automated Publishing System.
  • Ensured group benefit booklets, contract documents, Summary of Benefits and Coverage, renewal and various letters were favorable to group relations and compliant with all corporate legal requirements.
  • Demonstrated high level proficiency in system analysis, problem identification, research, and solution implementation related to group benefit data.
  • Performed analysis, design, programming, testing and implementation of software upgrades.
  • Authored new, as well as modified existing, documentation to reflect the changes from various projects.
  • Revised documents outlining new or updated business practices, benefit designs, corporate initiatives, mandates, regulatory findings, or health care reforms.
  • Designed a testing plan and performed extensive testing to ensure accurate implementation.
  • Performed language content review, and designed/formatted documents for brand compliance for the numerous model documents maintained within the document management system.

Education

Bachelor of Arts - English

Indiana University of Pennsylvania
Indiana, PA
12.2009

Skills

  • Financial and Economic Data
  • Department Development
  • Data Analysis
  • Presentations and Decks
  • Business Requirements
  • Workflow Processes
  • Work Organizing and Prioritizing
  • Key Performance Indicators (KPI)
  • Administration and Management
  • SWOT Analysis
  • Managing Career Progression
  • Verbal and Written Communication

Timeline

Supervisor of Business Analysis

Highmark, Inc.
11.2020 - Current

Senior Business Process Analyst

Gateway Health Plan
09.2018 - 11.2020

Supervisor, Claims Operations

Gateway Health Plan
10.2017 - 09.2018

Documentation Analyst

Highmark, Inc.
03.2016 - 10.2017

Bachelor of Arts - English

Indiana University of Pennsylvania

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