Heather Ottobre
Parma Heights
Summary
Experienced Project Lead adept at completing projects with confidence and skill. Leveraging skills in Agile development and conflict management, I've led projects to success by enhancing processes and team performance. My approach has contributed to the improvement of cross-functional relationships and project outcomes, showcasing adaptability and strategic thinking. History of performing well under pressure and accomplishing successive assignments with high accuracy. Experienced in fast-paced environments and adapts well to changing situations.
Overview
27
27
years of professional experience
Work History
Project Leader
Cardinal Health
03.2023 - 02.2025
- Established strong relationships with clients, fostering trust and open communication throughout the entire project lifecycle.
- Conducted thorough post-project evaluations to identify areas for future improvement in both processes and performance metrics.
- Developed comprehensive project plans that outlined clear goals, timelines, and milestones for all stakeholders involved.
- Responsible for testing new system functionality
- Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
- Testing Lead for new system functionality
Escalation Customer Service Supervisor
Cardinal Health
12.2021 - 03.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Call Center Supervisor
Cardinal Health
01.2020 - 12.2021
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Trained new hires coming into the call center role
Project Leader
Cardinal Health
03.2014 - 01.2020
- Established strong relationships with clients, fostering trust and open communication throughout the entire project lifecycle.
- Conducted thorough post-project evaluations to identify areas for future improvement in both processes and performance metrics.
- Achieved project success by efficiently allocating resources and managing schedules.
- Developed comprehensive project plans that outlined clear goals, timelines, and milestones for all stakeholders involved.
- Used an Agile approach for system development
- Defined requirements and added them to JIRA for to track and prioritize for the development team
- Test lead for new development, including reviewing stories, editing stories as needed and testing new development before and after implementation.
Continuous Improvement Specialist
Cardinal Health
05.2012 - 03.2014
- Interfaced with other departments to identify improvement opportunities to drive high quality and productive processes.
- Presented findings from continuous improvement initiatives to managers and supervisors, showcasing successes and opportunities for further enhancement across departments.
- Implemented quality control measures that significantly reduced instances of defects, leading to increased customer satisfaction and reduced returns.
- Standardized organizational processes for consistency and ease of replication across departments.
- Assessed existing workflows to identify bottlenecks and inefficiencies, recommending changes that increased overall throughput.
Medical Biller/Data Analyst
Cardinal Health
03.1998 - 05.2012
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Filed and updated patient information and medical records as needed.
- Collected payments and applied to patient accounts.
- Ensured timely payments from insurance providers through submission of accurate and complete claims.
- Maintained compliance with industry regulations by staying updated on changes to medical billing codes and requirements.
- Liaised between patients, insurance companies, and billing office.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Resolved discrepancies in accounts receivable reports, contributing to improved cash flow management.
- Adhered to established standards to safeguard patients' health information.
- Assisted patients in understanding insurance benefits, leading to a positive experience during their visit.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Negotiated with insurance providers to resolve payment disputes, ensuring fair compensation for services rendered.
- Worked with IT on a project to digitize paper billing records, improving data retrieval times and reducing physical storage needs.
- Reviewed contracts between the company and insurance providers to ensure compliance and the ability to adhere to regulations for commercial, Medicare and Medicaid insurances.
Education
Bachelor of Arts - Psychology
Ashford University
Clinton, IA08-2018
Bachelor of Arts - Human Resources Management
Ashford University
Clinton, IA08-2018
Skills
- Project management
- Scope management
- Collaborative project development
- Team motivation
- Conflict management
- Universal acceptance testing
- Documentation and reporting
- Staff training and motivation
- Root-cause analysis
- Agile development
- Gathering requirements
- Multi-tasking skills
- Process improvement
- Adaptability and flexibility
- Strategic thinking
- Reliability
Timeline
Project Leader
Cardinal Health
03.2023 - 02.2025
Escalation Customer Service Supervisor
Cardinal Health
12.2021 - 03.2023
Customer Service Call Center Supervisor
Cardinal Health
01.2020 - 12.2021
Project Leader
Cardinal Health
03.2014 - 01.2020
Continuous Improvement Specialist
Cardinal Health
05.2012 - 03.2014
Medical Biller/Data Analyst
Cardinal Health
03.1998 - 05.2012
Bachelor of Arts - Psychology
Ashford University
Bachelor of Arts - Human Resources Management
Ashford University
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