Jennifer Mandeville
Madison,WI
Summary
Competent Process Analyst offering eight years of experience in the Customer Service Analyst 2 role. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Promoting exemplary talents in documentation and reporting. Demonstrated ability to guide and train individuals, groups and teams. Hardworking, dedicated and detail-oriented team player who handles tasks with a high degree of enthusiasm, curiosity and accuracy.
Overview
22
22
years of professional experience
Work History
Process Analyst
WPS Health Solutions
Remote Worker
04.2016 - Current
- Reviewed and Processed all legal documents for Medicare Supplement policies related to HIPPA authorizations, POA's, Guardianships, Transfer by Affidavit etc.
- Assisted with development and final testing of new letters for Eloquence system
- Identified areas of process improvements by applying historical knowledge to ongoing daily tasks
- Improved process efficiency by analyzing workflows and identifying areas for optimization to streamline processes
- Streamlined business operations through development and updating of over 340 comprehensive process documents
- Identified and resolved process errors and audits related to Billing and Enrollment and Commissions
- Gave staff notice and feedback on processing errors for continuous process feedback and improvement
- Instructed staff on specific changes to processing parameters, effectively communicating required alterations to workflow
- Handled all agent of records change requests and updates
- Developed and implemented successful onboarding and training program
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs
- Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time
- Produced training manuals, presentations and resources for enhanced learning for seasoned staff
- Coordinated and managed projects to meet deadlines
- Created test scripts and tested new systems and upgrades
- Set up parameters and new block of business groups in Facets for Medicare Supplement policies
- Assisted with inbound calls from customers and agents
Administrative Representative
WPS Health Solutions
Monona, WI
12.2001 - 11.2015
- Assisted with development and implementation of Facets system on Securing Success (S2) project.
- Worked with automation team to create logic behind Medicare Supplement enrollment application automation files
- Updated and created new process documents for training Medicare Supplement product
- Processed Medicare Supplement Enrollment Applications with high accuracy rate
- Processed all work Billing and Enrollment work related specifically to Medicare Supplement product line of business
- Researched and fixed complex billing issues
- Assisted management with renewal letters and other projects
- Provided exceptional customer service, resolving client inquiries promptly and professionally.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Assisted coworkers with daily tasks
Education
No Degree - Administrative Assistant
Madison Area Technical College
Madison, WIHigh School Diploma -
Sun Prairie High School
Sun Prairie, WISkills
- Proficient in Microsoft Word, Excel and Sharepoint
- Project Management
- Process Documentation
- Teamwork and Collaboration
- Strong Communicator (Verbal and Written)
- Analytical and Critical Thinking
- Organization
- Detail Oriented
- Being Flexible and Adaptable
- Training Program Development
Additional Information
Currently an active participant in the Aspiring Leaders program at WPS
Have successfully completed training courses at WPS and Madison College in time management, leadership, personal and professional growth, and communication
Timeline
Process Analyst
WPS Health Solutions
04.2016 - Current
Administrative Representative
WPS Health Solutions
12.2001 - 11.2015
No Degree - Administrative Assistant
Madison Area Technical College
High School Diploma -
Sun Prairie High School