Jane Doe
Operations Analyst Senior
Academic,FL
Summary
Dynamic, results-driven operations leader with over 20 years of management experience specializing in client services and process improvement. Recognized for exceptional organizational, analytical, and communication skills that drive team success. Proven ability to lead cross-functional teams, implement strategic initiatives, and consistently exceed performance targets in fast-paced environments. Expertise in cultivating client relationships, managing complex projects, and streamlining operations to deliver measurable business value.
Overview
24
24
years of professional experience
3
3
Certifications
Work History
Insurance Authorization Lead
Serenity Mental Healthcare Centers
Jacksonville, FL
12.2025 - Current
- Gather and review patient documentation to verify eligibility for Transcranial Magnetic Stimulation (TMS) treatments
- Prepare, submit, and follow up on insurance authorization requests
- Ensure all documentation is accurately entered into the Electronic Health Record (EHR) system (eWC)
- Coordinate with outside providers to obtain relevant medical records and patient history
- Manage and organize incoming faxes and patient documentation
- Maintain "TMS No Auth Holding" bucket in conjunction with IAS SME (Subject Matter Experts) to ensure claims are processed timely to submit to insurance
- Communication with clinic staff on issues/patient status
- Communication with billing team on issues/appeals/patient status
- Communication with PRS agents for questions/patient status/updates
- Triage new orders/actions by reviewing TMS Medical Policies by insurance and ensuring patient's documented history supports medical necessity and move to IAS agents to submit to insurance
- Work closely with IAS Sr Lead to help with Peer-to-Peer scheduling + medical record follow up
- Maintain Monday.com dashboard to ensure all orders are being triaged timely and all orders have corresponding actions within the EMR as well as consult notes in the SharePoint database
- Communication with Supervisor and Manager on common issues with payers/authorizations and trends
- Documenting risks taken with successes and failures to ensure we are as UTD on payers
Agreed Upon Procedure (AUP) Support Specialist
Keith E. Johnson CPA PA
Jacksonville, FL
09.2025 - Current
- Assisted in updating the Step Up for Students AUP reports for 37 schools
- Developed, created and implemented detailed office documentation for policies, procedures, and internal controls
- Maintained the School’s day-to-day contact and the School’s manager lists
- Provided detailed financial reports to management
- Created master task list and naming convention for files
- Assisted with creating the billing guidelines for the 2026-27 AUP Schools.
- Reviewed each School’s Step Up quarterly funds and ensured reconciliation was accurate while reporting any discrepancies.
- Quality checked AUP Step Up for Students reports for CPA review
- Emailed client statuses for outstanding AUP documents
Operations Analyst Senior
FIS (Fidelity Information Services)/GenPact
Jacksonville, FL
07.2007 - 06.2025
- Scheduled and facilitated onboarding/implementation calls with new Document Management Services (DMS) clients to define the project timeline including data import files in specified format, blackout periods, key milestones and a go live for document processing.
- Determined unique document processing needs and scope of service offerings stated in the sales contract.
- Documented key discussions and decisions related to document processing and onboarding/implementation.
- Coordinated, scheduled and facilitated meetings with internal and external parties throughout the onboarding/implementation process including but not limited to document processing, software training, data migration, project timeline, etc.
- Provided updates to internal tracking tools. Communicated with internal and external parties to proactively identify and manage implementation expectations, needs, and concerns. Followed up promptly on potential timeline slippage.
- Participated in department software presentations to external when required.
- Quality Assurance (QA) and user acceptance testing of department software releases and retirement language updates. Communicated any issues to other internal teams.
- Collaborate with internal stakeholders to find solutions for complex requests while maintaining consistency with established service offerings.
- Identify and manage customer expectations, providing guidance on best practices and workflows to meet business needs while handling sensitive information.
- Managed the overall daily operations for Document Management Services (DMS) clients, supporting over 20,000 retirement plans.
- Processed renewals of self-funded healthcare plans that included custom modifications to the Summary Plan Description language.
- Authored detailed client specific standard operating procedures (SOP’s), for document forms, training guides, default plan checklists to reduce processing errors, increase productivity, and to improve the client’s experience.
- Maintained a strong knowledge of department processes and procedures to provide guidance and make decisions regarding future service offerings.
- Managed and coordinated the preparation and delivery of required annual notices for multiple clients, ensuring on-time delivery and adherence to quality standards.
- Ensured that all new or take-over plans, IRS amendments, or employer discretionary amendments met IRS, ERISA and Department of Labor guidelines.
- Data integrity reporting by identifying, reconciling, researching and resolving data discrepancies.
- Created and maintained retirement restatement project timelines for multiple Restatement Management Services (RMS) clients that supported over 30,000 retirement plans, ensuring milestones were met and customers remained on track to achieve mutual goals.
- Directed and facilitated the development and training initiatives for new employees both domestic and international teams.
- Trained the staff when updates to client procedures occurred, changes to the retirement document language, or enhancements to department software.
- Ensured timely and accurate delivery of monthly client billing data to accounting, based on signed agreements and completed work.
- Worked collaboratively to drive feature upgrades and backend functionality improvements.
Loan Integrity Specialist
PHH Mortgage
Jacksonville, FL
04.2002 - 12.2006
- Audited mortgage loans to ensure that investor guidelines were followed.
- Provided feedback to team players on loans that needed re-work.
- Highlighted training opportunities to leadership based on audit findings.
- Managed a loan pipeline of 90-120 monthly valued from $100K to $5M, while prioritizing to meet or exceed deadlines.
- Built strong customer relationships and received customer satisfaction scores by 85% or higher.
- Communicated with mortgagees and financial advisors to keep them informed of all aspects of the loan process.
- Worked well with underwriting, closing departments, etc. to ensure mortgagees expectations were exceeded.
- Resolved loan qualifying issues and discussed alternatives with financial advisors and mortgagee.
Education
Associate of Science - Medical Billing And Coding
Palm Beach State College
Lake Worth, FL 05.2001 -
Skills
- Team leadership and staff development
- Strategic decision making
- Resolves complex client issues by analyzing root causes and implementing effective solutions
- Detail orientated and a self-starter
- Communicates effectively with cross-functional teams with strong presentation skills
- Demonstrates integrity and the spirit of excellence in all work efforts
- Prioritizes and plans work activities effectively with excellent time management skills
- Adept at producing clear and concise content
- Cultivate strong client relationships
- Microsoft Office 365 Suite (Teams, Word, Excel, Outlook, Project, and Access) and Adobe Acrobat Pro
- Software Applications (Mondays, eCW, Relius Document ASP, and Customer First RTI)
- Lead project teams of 5-10 members, delivering results ahead of schedule
- Proficient in web conferencing and remote team coordination
- Workflow optimization
Certification
AI for Work and Life - University of North Florida
Timeline
Insurance Authorization Lead
Serenity Mental Healthcare Centers
12.2025 - Current
AI for Work and Life - University of North Florida
12-2025
Agreed Upon Procedure (AUP) Support Specialist
Keith E. Johnson CPA PA
09.2025 - Current
Essential Skill of Leadership - Florida State College at Jacksonville
04-2012
Retirement Plan Fundamentals - ASPPA
01-2011
Operations Analyst Senior
FIS (Fidelity Information Services)/GenPact
07.2007 - 06.2025
Loan Integrity Specialist
PHH Mortgage
04.2002 - 12.2006
Associate of Science - Medical Billing And Coding
Palm Beach State College
05.2001 -