Hailey Davis
Duluth,MN
Summary
Dynamic Business Process Analyst with United Health Care Group, skilled in data analysis and quality assurance. Proven track record of implementing corrective actions that enhanced operational efficiency and reduced manual workloads by 76%. Adept at fostering team motivation and driving process improvements to exceed customer expectations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Buisness Process Analyst
United Health Care Group, Maryland Heights MO
Duluth, MN
05.2024 - Current
- Created workflow documentation including process descriptions, flowcharts, decision trees.
- Documented procedures and workflows related to all aspects of business operations.
- Identified potential risks associated with changes to existing business processes.
- Tracked progress against agreed-upon goals and objectives in order to measure success of initiatives.
- Generated reports outlining trends in data collected from various sources within the organization.
- Assisted in the development of business process models and diagrams to illustrate current processes and identify areas for improvement.
- Developed test scenarios based on user stories and acceptance criteria to ensure quality assurance standards are met.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Maintained library of model documents, templates or other reusable knowledge assets.
OBH Claims Supervisor
Optum
Duluth, MN
05.2020 - 05.2024
- Maintained accurate records of daily production activities.
- Directed and coordinated production activities, encouraging employees to meet specifications.
- Provided input for performance reviews and identified areas for additional improvement.
- Completed production plans by scheduling and assigning personnel, revising schedules and establishing priorities.
- Calculated labor and equipment requirements and production specifications using standard formulas to boost sustainability.
- Conferred with management and subordinates to resolve problems or complaints.
- Identified opportunities for process improvements through analysis of existing workflows.
- Planned and developed new operation processes to innovate and stay competitive and efficient - Including assisting with claim automation for specific work queue that reduced manual workload by 76%
- Recommended opportunities for growth and advancement to motivate employees.
- Analyzed data from monthly productivity reports to identify trends and potential issues with current processes.
- Conducted regular performance reviews for each employee to identify areas for improvement.
- Delegated tasks to employees and monitored accurate and timely completion of tasks to meet project milestones.
- Oversaw continuous improvement initiatives in lean environment to drive gains in quality, flow and output.
- Performed regular quality checks throughout the production process to ensure customer specifications were met.
- Prepared operations data to produce comprehensive reports to management.
- Provided feedback and guidance to personnel regarding their job performance and development plans.
- Aggregated and analyzed internal and external strategies to assess performance drivers and identify insights.
- Maintained accurate records of all data collected during analysis processes.
- Performed quality assurance to assess data and validate results.
- Assisted in developing a comprehensive database management system.
- Provided recommendations based on data analysis results.
- Integrated standardized tools and templates to streamline cross-functional project management.
- Designed test plans to ensure quality assurance standards were met.
- Examined system issues and applied resolutions to reduce downtime.
Subject Matter Expert
Mary Kraft/Optum
11.2019 - 05.2020
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Conducted claim/data research and analysis to identify industry trends and customer requirements.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Audited company's legal documents to verify compliant policies and procedures.
- Generated technical documentation including system diagrams, process flow charts, white papers.
- Researched emerging technologies in order to develop innovative solutions that addressed business needs.
- Implemented troubleshooting, repair and maintenance procedures using expert approach on equipment.
- Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
- Maintained positive working relationship with fellow staff and management.
- Assisted in developing and refining standard operating procedures for Incedo.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Assessed current systems architecture against industry best practices in an effort to identify gaps or vulnerabilities requiring attention.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Facilitated workshops with internal processors in order to gather feedback regarding product performance issues or enhancements.
- Identified needs of customers promptly and efficiently.
Pharmacy Technician
Thrifty White Pharmacy
06.2018 - 10.2019
- Assisted pharmacists in compounding sterile products according to state regulations.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Maintained proper storage and security conditions for drugs.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Verified accuracy of medication labels before they were dispensed to customers.
- Entered prescription information into computer databases.
- Managed filing of prescriptions, both electronically and manually.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Verified prescriptions and drug labels, documents and packages.
Vet Assistant
Cloquet animal hospital
Cloquet, MN
01.2018 - 07.2018
- Free handling/holds when assisting vets and vet techs
- Runs tests, CBC, chemistry, UA, fecal floats, micronematous
- Properly sterilizes exam rooms and preps for surgery
- Obtains history from pet owner to relay to vet & type SOAPS
- Answers phones and schedules appointments in a timely manner
- Answers questions, informing clients the benefits of flea/tick/heart worm preventatives, vaccines, and other “core” care that are recommended yearly
- Cleans used kennels, cages and dirty laundry
- Monitors hospitalized patients and patients during surgery
- Nail trims
- Ear cleaning
- Basic wound bandaging and cleaning/flushing
- Creates estimates for desired appt & surgery
- Uses X-ray equipment
- Flushes catheters
- Fills meds and draws vaccines
- Administers SQ fluids
- Basic care/treatment options for potbelly pigs.
- Recognized by management for providing exceptional customer service.
- Recorded patient histories, patient observations, treatments, and medications administered.
- Collaborated with others to discuss new opportunities.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Leveraged excel skills to input and compile data gathered from various sources.
Pharmacy Technician
Essentia Health St. Mary's
Duluth, MN
09.2017 - 01.2018
- Basic inpatient pharmacy tech work between answering phone calls, nurse messages, and filling prescriptions per different robots/machines used for filling drugs
- Fills orders, dispenses drugs per patient for different floors
- Accudose checks, cycle counts
- Printing/creating labels with appropriate directions.
Pharmacy Technician
Falks Nursing
Duluth, MN
01.2016 - 09.2017
- Packages prescriptions
- Answers phone/directs calls to appropriate department
- Basic computer skills
- Manages 'runs'
- Basic printer/fax machine
- Basic math skills
- Multi-tasking
- Working together to get things done
- Filling meds from different machines
- Ordering meds and materials
- Maintains inventory
- Medical terminology
- Appropriate labeling for prescriptions/time stickers.
Cashier/Customer Service
Cub Foods, Inc.
Duluth, MN
07.2013 - 01.2015
- Welcomed customers, offering assistance to help find store items.
- Scanned items and checked pricing on cash register for accuracy.
- Learned roles of other departments to provide coverage and keep store operational.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Maintained work area and kept cash drawer organized.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Worked closely with front-end staff to assist customers.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Issued receipts, refunds, credits or change due to customers.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Discounted purchases by scanning and redeeming coupons.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Balanced daily transactions on a computerized point-of-sale system.
- Conducted price checks for special orders or discounts as requested by customers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
East High School
01.2015
Skills
- Microsoft excel
- Corrective Action Implementation
- Procedure Implementation
- Customer Expectations Management
- Quality Assurance
- Team Motivation
- Personnel Training
- Performance Monitoring
- MS Office Suite
- Planning and Organization
- Operational Reporting
- Business Relationship Management
- Cost Data Analysis
- Staff Recruitment and Hiring
- Strategy Development
- Work Planning
- Employee Training Oversight
- Customer Service
- Critical Thinking
- Data Analysis
- Data Validation
- Project Management
- Technical Analysis
- Process Improvement
- Analytical Problem Solving
Certification
- Pharmacy Technician
- CNA 06/2014
- Sterile compounding
- National Pharmacy Technician Certification (PTCB)
Groups
HOSA, 09/2014, Present, Health Occupations Students of America (HOSA), is an international career and technical student organization endorsed by the U.S. Department of Education and the Health Science Technology Education Division of ACTE. HOSA is composed of middle school, secondary, and post-secondary/collegiate students, along with professional, alumni, and honorary members.
Timeline
Buisness Process Analyst
United Health Care Group, Maryland Heights MO
05.2024 - Current
OBH Claims Supervisor
Optum
05.2020 - 05.2024
Subject Matter Expert
Mary Kraft/Optum
11.2019 - 05.2020
Pharmacy Technician
Thrifty White Pharmacy
06.2018 - 10.2019
Vet Assistant
Cloquet animal hospital
01.2018 - 07.2018
Pharmacy Technician
Essentia Health St. Mary's
09.2017 - 01.2018
Pharmacy Technician
Falks Nursing
01.2016 - 09.2017
Cashier/Customer Service
Cub Foods, Inc.
07.2013 - 01.2015
East High School
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