JENNIFER SCHLECHTER
Wesley Chapel
Summary
With over 15 years of experience in training and development, I have expertise in effectively equipping individuals and teams with the knowledge and tools needed for success. Additionally, I have a strong background in client relationship management, with 9 years of experience, enabling me to establish connections and build trust with a diverse range of clients. In the past 9 years, I specialized in data analysis and process improvement, utilizing my analytical mindset to identify optimization opportunities and drive organizational growth. Lastly, my 8 years of experience in project management have equipped me with the ability to lead cross-functional teams and deliver successful outcomes.
Overview
18
18
years of professional experience
Work History
Project Manager
Pute.US
01.2022 - 04.2024
- Successfully managed 200+ projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed comprehensive project management including client onboarding, construction projects, wiring setups, hardware acquisitions, and installations.
- Cultivate robust client relationships through proactive and transparent communication channels, ensuring clients are continually apprised of project advancements, milestones, and successes.
- Played an integral role as a member of the VMX committee for both 2022 and 2023, contributing to the management of the company booth.
- Engaged in dynamic conversations with convention clients, fostering meaningful connections and driving brand visibility during VMX and DRIVE events while generating quality leads.
- Monitored 200+ projects progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Trainer/Auditor I
Centene Corporation
01.2020 - 01.2022
- Conducted training needs analyses to determine specific training needs for clinical staff.
- Identified, selected, and developed appropriate training programs, including the selection or design of appropriate training aids.
- Evaluated effectiveness of training programs and location including cost/benefit analyses.
- Developed and implemented new training platform for Tampa location.
- Assisted with revisions to Policy and Procedure and/or work process development.
- Conducted auditing of work performed by clinical staff, present findings and recommendation for areas of improvement to management.
- Maintained detailed project documentation including meeting minutes, action items, issues list, and risk management plans.
- Create and communicate project milestone documents, dashboards, ROI tables, and departmental success metrics.
- Trained all new personnel hired for coding analytics team.
Coding Analyst II
WellCare Health Plans, Inc. /Centene Corporation
01.2016 - 01.2020
- Performed intricate business and operational analyses to ensure payment compliance with contracts; identified areas for enhancement, resulting in improved operational efficiency and successful initiative, contract, and benefit implementation.
- Conducted complex tracking, trending, and analyses of errors in structured excel spreadsheets and/or databases.
- Analyzed trends in pricing issues, identified and quantified issues and implemented changes to work processes.
- Facilitated QA sessions weekly with team members to resolve difficult coding edits.
- Verified information on submitted claims, reviewed contracts, eligibility, and authorizations to determine reimbursement and ensured payment instructions are sent for payment.
- Identified key elements and processing requirements based on diagnosis, provider, contracts, company policies and state guidelines to ensure timely payments are generated.
- Developed and maintained guidance tools and informational documents for departmental processes as needed.
- Collaborated with all departments to analyze complex claims issues and special claims projects.
- Served as subject matter expert for all matters related to medical coding, providing guidance and insight to colleagues when needed.
Grievance Coordinator
WellCare Health Plans, Inc
01.2015 - 01.2016
- Responded to member and provider inquiries via telephone and email.
- Recorded, investigated, and resolved member and provider complaints.
- Communicated with National Ancillary Services and other departments to resolve member/provider concerns.
- Resolved claim issues regarding processing, billing, and coding.
- Field provider complaints and benefit discrepancies.
- Performed side-by-side training (upskill/refresher) with new associates.
- Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
- Conducted regular audits of resolved cases to identify potential improvements or errors within the system.
- Prioritizing urgent grievances and effectively delegating tasks to team members reduced the case backlog by 23%
- Streamlined the complaint intake process for faster response times and improved customer satisfaction by 15%
Quality Improvement Care Gap Coordinator
WellCare Health Plans, Inc
01.2014 - 01.2015
- Conducted telephonic outreach to members to support Quality Improvement, regulatory and contractual requirements.
- Performed 75-100 daily calls to Educate members about preventive health screenings while identifying barriers to care.
- Scheduled 40-50 preventive care service appointments for members with reported care gaps, to support HEDIS initiatives.
- Arranged transportation for members as needed.
- Assisted with facilitation of daily huddles to discuss process improvements and incentive plans.
Provider Resolution Advocate
United Healthcare, Medicare & Retirement
01.2013 - 01.2014
- Responded to 20-30 complex provider calls daily to resolve customer service inquiries regarding medical benefits and claims.
- Reviewed provider disputes to confirm and/or resolve billing and diagnosis/procedure code issues.
- Navigated CMS and state specific websites to confirm payment policies to resolve the provider's payment discrepancy.
- Provided coaching and performance management initiatives.
- Identified and drafted Quality Audit rebuttals for team.
- Facilitated extensive on-the-job training and mentoring for new hire associates.
Senior Insurance Agent
Family Insurance of South Florida
01.2009 - 01.2013
- Managed all auto & homeowner policies.
- Audited all underwriting for commercial policies prior to renewal.
- Composed monthly revenue reports and weekly sales reports.
- Facilitated on board training for new hire Customer Service Agents.
- Managed and monitored key performance metrics for each agent.
- Enhanced customer satisfaction by addressing their insurance needs and providing tailored solutions.
- Reviewed policy applications for accuracy and completeness before submission, minimizing delays in processing time.
- Provided exceptional customer service, resolving complex issues and maintaining high levels of client satisfaction.
- Implemented efficient workflow processes, significantly reducing administrative tasks for the team.
Client Manager
Willis of Florida, Inc.
01.2006 - 01.2009
- Administered GL Consolidated Insurance Programs for DR Horton and Taylor Morrison.
- Responsible for collecting relevant insurance and contract information and evaluating construction contractors for enrollment into various programs.
- Responsible for calculating and billing of all fees and premiums.
- Completed all month-end reports concerning general revenue for department.
- Facilitated training for new hire classes to build the skills needed to meet/exceed metrics and deliver excellent customer service to our clients upon completion of training.
- Updated and monitored discrepancy reports on proprietary systems such as step actions, team metric tables, weekly production reporting and inventory.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Education
High School Diploma -
Holy Spirit High School
Absecon, NJ05-2001
Skills
- Project management
- Team collaboration
- Strategic planning
- Data analysis
- Conflict management
- Agile methodology
- Deliverable tracking
- Project planning and development
- Advanced problem solving
- Relationship building
- Advanced understanding of Salesforce
Timeline
Project Manager
Pute.US
01.2022 - 04.2024
Trainer/Auditor I
Centene Corporation
01.2020 - 01.2022
Coding Analyst II
WellCare Health Plans, Inc. /Centene Corporation
01.2016 - 01.2020
Grievance Coordinator
WellCare Health Plans, Inc
01.2015 - 01.2016
Quality Improvement Care Gap Coordinator
WellCare Health Plans, Inc
01.2014 - 01.2015
Provider Resolution Advocate
United Healthcare, Medicare & Retirement
01.2013 - 01.2014
Senior Insurance Agent
Family Insurance of South Florida
01.2009 - 01.2013
Client Manager
Willis of Florida, Inc.
01.2006 - 01.2009
High School Diploma -
Holy Spirit High School
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