Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jackie Freborg

Bismarck,ND

Summary

Accurate and thorough Senior Analyst with exceptional teamwork, and communication skills. Over 23 years of experience working on large-scale projects as well as handling daily operational requests. Exceptional technical understanding to meet business deadlines.


Organized and dependable person successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24
years of professional experience

Work History

Senior Analyst

CVS Health
11.2015 - Current
  • Oversee medical plan testing, system analysis, documentation, implementation, and user support to meet business goals.
  • Investigate system issues and implement resolutions to reduce downtime.
  • Identify and resolve problems through root cause analysis and research.
  • Recommend process improvements to continually identify, analyze and fix constraints and challenges.
  • Validate results and perform quality assurance to assess accuracy of data.
  • Cultivate relationships across all areas of business to collaborate and share information.
  • Research and adopt new technologies to add value to existing offerings.
  • Perform audits of business partner to support business goals.
  • Create/utilize dashboards and reporting to monitor and track key performance indicators.

Senior Consultant

Aetna
11.2014 - 08.2018
  • Prioritized CVH [Coventry] accumulator migrations and project tasks depending upon key milestones and deadline dates.
  • Assisted in creation of accumulator Policy & Procedures guide, along with an accumulator migration/plan testing document for the CDM playbook [Commercial Data Migration - https://aetna.quickbase.com/db/bi99cqreu/tablereport?a=td
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Troubleshoot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
  • Partnered with CDM team and participated in 37 documents accumulator issues/defects and projects.
  • Managed incremental accumulator reporting on daily basis: this process allowed for medical accumulators to move for 90 days after original migration date.

Market Aligned Project Lead

Aetna
05.2012 - 10.2014
  • Proactively focused on identifying and resolving complex provider claim issues by working closely with internal and external constituents seeking to improve customer satisfaction
  • Partnered with all business areas (system support, Medical Policy, BIR and Network) to resolve issues
  • Understood interaction/dependencies of internal business areas to assist in resolving complex issues.
  • Researched and resolved issues causing claim rework by providing claim detail, system findings and provider understanding of policy and issues.
  • Managed provider contacts and fostered relationships through internal and external interactions; meetings, conference calls, workgroups, as business needs dictated - frequent phone conversations with providers, to ensure we both have same understanding of issues. - Direct contact with network managers, contract negotiators and PDS as applicable based on issues that arise - Direct contact with providers - Pursued alternative, cost effective ways to reduce rework - Partnered with system support to find best ways to resolve issues - Shared knowledge with co-workers and mentored new MAPL's

Supervisor

Aetna
11.2002 - 04.2012
  • Managed service teams, maintained inventory to achieve specific turnaround times, service factors and quality on both HMO and Traditional platforms since 2002.
  • Dedicated focus & knowledge on reduction of LCI/P, specifically Texas. Built strong collaborative relationships, gained a thorough understanding of legislative policies that impact Aetna and educated others on this topic.
  • Built and maintained strong relationships across departments and segments/sites to achieve complete business success, such as site & project managers, CQI analysts, counterparts and NCO team/business project members on a consistent basis.
  • Utilized resources and trainings for staff and self development to drive positive change.
  • Worked to develop, train and create line of sight with counterparts and management to always have complete understanding of goals/metrics to ensure we meet our constituent needs and achieve business success.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer 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.

Customer Service Representative/Service Consultant

Aetna
09.1999 - 10.2002
  • Handled customer calls and claims on HMO platform, including sensitive self-insured work
  • Gained understanding of company products, systems and policies to give customers expert support.
  • Communicated with manager about trends noticed in customer calls to help team efficiency and success.
  • Exceeded performance targets consistently by maintaining strong call control, calm in stressful situations and processing claims accurately.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

Education

Associate of Science - Medical Laboratory Technician

Bismarck State College
Bismarck, ND
06.1997

Skills

  • Able to understand Business Requirements and Operations Knowledge
  • Solid Organizational and Prioritizing Skills
  • Strong Communication Skills
  • Root Cause Analysis
  • Managing Unexpected Obstacles
  • Driven and Focused

Timeline

Senior Analyst

CVS Health
11.2015 - Current

Senior Consultant

Aetna
11.2014 - 08.2018

Market Aligned Project Lead

Aetna
05.2012 - 10.2014

Supervisor

Aetna
11.2002 - 04.2012

Customer Service Representative/Service Consultant

Aetna
09.1999 - 10.2002

Associate of Science - Medical Laboratory Technician

Bismarck State College

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Jackie Freborg