Jahna Bettencourt
Bradenton,FL
Summary
Worked with multiple technology teams, business partners, operations, and support to bring the appropriate solutions into the organization. Demonstrate ability to translate and interprete business needs into technical requirements, as well as analyzing impact of changes as new solutions are introduced. Excellent interpersonal skills including leadership, analytical abilities, communication, and organizational. Adaptable Manager offers many years of experience coordinating operations to achieve organizational goals. Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership.
Overview
17
17
years of professional experience
Work History
Manager, Implementation Tech Added Services
LexisNexis
01.2024 - Current
- Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
- Defined communication and monitoring policies and worked collaboratively to publish status reports and stakeholder updates.
- Led risk management efforts, gathering departments leads to collaboratively identify potential risks and brainstorm mitigation strategies.
- Analyzed workflows and established priorities for daily operations.
- Communicated relevance of organizational goals, policies and procedures to implementation staff.
- Developed project metrics to follow system build-out progress.
- Created user documentation and support materials for new system implementations.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
- Identified potential risks associated with new implementations and developed strategies to mitigate them as needed.
- Maintained comprehensive records of all activities related to system implementations.
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements, and timeframe estimates.
- Maintained knowledge base.
- Met with stakeholders to collaborate and resolve problems.
- Reviewed and approved project plans prior to implementation.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Implemented systems for tracking operational performance metrics.
- Investigated customer complaints related to product and service quality or delivery issues.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
- Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their project work or job duties.
- Prepared reports summarizing operational results against established goals and objectives.
- Monitored team progress towards achieving milestones set forth in project plans.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Hired and onboarded team members to meet immediate and expected demand.
- Managed team of 8 employees, conducting performance evaluations and facilitating professional development.
- Spearheaded the adoption of new product implementations, streamlining operations and enhancing capabilities.
- Developed and implemented operational policies and procedures to enhance productivity.
- Ensured compliance with industry regulations and maintained high standards of operational excellence.
- Led process improvement initiatives, resulting in an increase in operational efficiency.
- Facilitated cross-departmental collaboration, improving communication and efficiency across the organization.
- Oversaw staff training and development programs, equipping employees with necessary skills and knowledge.
SSO Implementation Manager
Optum Digital
07.2016 - Current
- Manage digital projects from planning, design, development, and launch to post-project analysis
- Create detailed and accurate project briefs, estimates, functional specifications, schedules, timelines and written status reports throughout the project life cycle
- Assists on all digital SSO efforts
- Collaborated with product owners, tech leads, engineering teams, and stakeholders across the enterprise to achieve efficiency; determine projects, funding needs, and staffing to support the IAM roadmap
- Managed, trained, mentored a team of 4 business analysts
- Compiled and tracked team and vendor metrics for senior leadership
- Responsible for managing team projects, day to day operations
- Interviewing, licensing, and over hours support as needed
- Triage, troubleshoot, and problem-solving issues related to identities, systems, access accounts, and authentication
- Proficiency with enterprise SSO solution PingFederate, SAML authentication protocol, Splunk, Salesforce, smartsheet, lucid chart, Jira, Json
- Designed, implemented, configured, coordinated, troubleshooting, and testing with IAM Ping solution
- Including change requests with internal and external team, and certificate renewal projects
- Point of escalation, documented, and communicated issues and remediation paths to stakeholders
Senior EDI Business Analyst
Rally Health
07.2016 - 01.2018
- Performed lead role to support EDI design, provide analysis, support, and guidance to both internal and external customers on moderate to complex electronic data transfers
- Defined requirements for EDI interface supporting the application
- Trusted advisor providing EDI technical and strategic direction, supported end to end project management life cycle
- Using Agile methodology delivering EDI capabilities
- Prepared scope and BRD’s (Business Requirements Document) for the project
- Communicated requirements, issues, blockages and bugs with business and development teams
- Coordinated work with all work streams to determine hand off points and ensure that end to end process was captured
- Provided input to designs and technical specifications
- Manage and drove multiple projects to completion in all phases within corporate specified deadlines
- Work with stakeholders, Product owners, Support team, Development team, analysts and other SME's to elicit requirements, map out process flows and document procedures
- Clarify stakeholder needs for the developers, coordinate solutioning and maintain clear communication with all stakeholders
- Work with developer to implement integration and validate POC
- Identify potential problems and define requirements, and user stories, custom mappings
- Conduct data transfer testing and reviews submissions for accuracy; troubleshoots transmission errors
- Serves as primary resource of knowledge and experience as a technical contact for internal and external stakeholders on any EDI-related issue
- Monitors, audits and maintains interfaces between business systems to include interfaces between internal and external partners with key focus on external Electronic Data Interface (EDI) processes
- Diagnoses EDI process problems, coordinating with other technical and/or business resources as necessary for assistance
EDI Connectivity Specialist
Arrowstream
11.2015 - 07.2016
- Primary contact between system interfaces and vendors
- Triage EDI/interface issues and support operational needs
- Worked directly with trading partners, other areas of the IS department, as well as other department within the organization
- Responsible for maintaining and managing data file transmissions
- Worked closely with the senior EDI analyst when mapping changes were necessary for specific business processes or to support industry standard based transactions
- Responded, resolved, and documented in a timely manner according to assigned completion date (participated in design and implementation of Cleo/Extol EDI systems)
- Gained initial exposure to CRM, logistics, and distribution industry
- 810 (invoice),846 (inventory advice),850 (Purchase order),855 (PO ACK), 214 (shipping status), 990 (204 response/load tender), 997 (ack)
- Implemented and maintained inbound/outbound transmission schedule
- Developed and maintained EDI process documentation
- Performed Onboarding, data certification, and spec reviews for new DC’s and Transitioning DC’s
- Utilized Fresh point, smart sheets, EXTOL, CLEO, Jira, SharePoint, and Multiple EDI protocols for daily job functions and project tracking
EDI Project Coordinator
Accenture- CVS Health
03.2015 - 09.2015
- Assigned to coordinate EDI projects for security and compliance remediation
- Coordinated with cross-functional teams towards project completion - migrations from a windows server to a more robust secure Unix server
- Facilitated external client SFTP/FTP/AS2 file Migration projects
- Customer facing skills, project management skills, and hands on experience with migrating external client files (FTP/SFTP/AS2) protocols
- Full comprehension of design, maintenance, and implementation of EDI
- Monitored, allocated, and tracked all tasks associated with assigned projects; utilized spreadsheets, calendars, and SharePoint to maintain project flow
- Conducted daily/weekly meetings with team and business
- Monitored and prepared weekly status report on support activities for management and stakeholders
- Planned, mobilized, and managed resources to achieve goals
- Coordinated with third party EDI service providers and external trading partners on EDI certification configurations
- Promoted and resolved business EDI queries, Managed risks, issues and problems to completion
- Proficient in excel, Filezilla, Team Track, EDI transaction sets, IPS switch WS_FTP pro, SharePoint, knowledge in Password and Key based SSH authentication methods
- Worked with different levels of development and support throughout the organization, and the ability to manage multiple tasks simultaneously while meeting strict deadline
EDI Analyst
Care1st Health Plan Arizona
02.2012 - 09.2014
- Worked closely with the senior EDI analyst when mapping changes were necessary for specific business processes or to support standard based healthcare transactions
- 5010 implementation, revised cms form 1500 form changes, NDC implementation, Meritus Health Plan implementation, QA testing for adjudication system updates
- Experience with x12 EDI transactions (834 enrollment, 835 claim payment, 820 premium payment, 270/271 eligibility/response, 837I and 837P institutional and professional claims, 277CA Claims Acknowledgement, 999)
- Experience with EDI standards (ASC X12, NSF, HL7, HIPPA standards) Developed and maintained EDI process documentation
- Familiar with communication protocol in HTTP, HTTPS, FTP SF Utilized Fresh point
- QA Skills - testing methodology, test case preparation, test planning, Test recording; performed pre-production testing of EDI solutions for internal personnel
- Proficiency in communicating with business users, vendors, and technical staff
- SQL, Data analysis skills
- Proficient in Excel, Chrystal, Microsoft Access, Monarch, SQL, FileZilla, Gentran, IPS switch WS_FTP pro
- Knowledgeable about data mapping and EDI software, and integrating EDI software into application solutions
- Responded to EDI inquiries and issues from internal and external sources
- Communicated with designated clearing house (EMDEON)
- Experience with Managed Health Care (MHC), and Foxtrot data automation
EDI Support Healthcare Division
Sage Software
03.2008 - 02.2012
- Responsible for resolving live technical issues while maintaining personal queue; I maintained top closure ratings on my team for 3 years as well as top percentages on call reviews
- Provided in-depth technical support for Practice Management software and EDI transactions, operating systems and integrated 3rd party products to End-Users and Resellers via telephone and remote connectivity
- Format editing, amending, and creating templates
- Worked closely with our clearing house (Emdeon) using knowledge in NSF and ANSI specs
- Resolve medical claim rejections/denials, application errors, and assisting users with manipulating and maneuvering through the software applications
- Work closely with implementation, R&D departments to resolve extensive application issues
- Providing UAT (User Acceptance Testing) on new releases and software fixes before release to customers
- Documented call activity and results promptly in Siebel application
- Contributed, to knowledge database for assigned products
- Unix, Linux, and SBS 2003/2008, Windows Vista/Business /XP
- Provided technical support to clients via telephone and email, resolving complex issues.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Investigated root cause of various technical issues by conducting research using available resources such as manuals or websites.
Education
High School Diploma -
Orange Park High School
Florida05-2005
Skills
- Recruiting and interviewing
- Customer service
- Customer relationship management (CRM)
- Expectation setting
- Team leadership
- Cross-functional team management
- Documentation and reporting
- Stakeholder management
- Verbal and written communication
- Change management
- Employee Training
- Problem resolution
- Team building
- Teamwork
- Project Management
- Multitasking Abilities
- Process Optimization
- Adaptability
- Resource Allocation
- Collaborate cross-functionally
- Customer relationship management
- Reporting and documenting
- Effective communication
- Problem-solving abilities
- Technical proficiency
- Customer Relations
- Professionalism
- Time management abilities
- Performance reviewing
- Multitasking
- Business Analysis
- Performance Management
- Self motivation
- Plan projects
- Communication Skills
Timeline
Manager, Implementation Tech Added Services
LexisNexis
01.2024 - Current
SSO Implementation Manager
Optum Digital
07.2016 - Current
Senior EDI Business Analyst
Rally Health
07.2016 - 01.2018
EDI Connectivity Specialist
Arrowstream
11.2015 - 07.2016
EDI Project Coordinator
Accenture- CVS Health
03.2015 - 09.2015
EDI Analyst
Care1st Health Plan Arizona
02.2012 - 09.2014
EDI Support Healthcare Division
Sage Software
03.2008 - 02.2012
High School Diploma -
Orange Park High School
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