Rebecca Ocheltree
Johnstown,PA
Summary
Senior Business Process Analyst at Highmark, Inc. with expertise in cross-functional collaboration and process optimization. Developed business process models that improved customer service efficiency and uncovered automation cost-saving opportunities for the Health Plan. Demonstrated leadership in stakeholder engagements, delivering actionable insights that enhance operational excellence and user satisfaction.
Overview
13
13
years of professional experience
Work History
Senior Business Process Analyst
Highmark, Inc.
12.2022 - Current
- Developed business process models to identify and document customer requirements.
- Monitored project progress using metrics such as timeline, budget, and resource utilization.
- Performed root cause analysis to determine underlying issues in complex problems within the health insurance company.
- Collaborated with IT teams on the development of applications based on business requirements.
- Conducted stakeholder interviews to understand user needs and preferences.
- Reviewed system design specifications for completeness, accuracy, consistency, traceability, and usability.
- Gathered performance metrics from different sources including surveys, focus groups.
- Assisted in developing strategies for improving customer service operations efficiency.
Business Process Analyst
Highmark, Inc.
09.2018 - 12.2022
- Analyzed existing systems and processes to identify areas of improvement.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Identified opportunities for cost savings through process automation initiatives.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Managed and led meetings and workshops with multiple departments to solidify requirements.
- Mapped and documented interfaces between legacy and new systems.
Member Experience Lead
Highmark Blue Cross Blue Shield
11.2012 - 09.2018
- Supervised staff activities to enhance service experience for health plan members.
- Implemented changes that elevated overall service quality provided by team.
- Collaborated with departments to resolve complex issues efficiently.
- Trained new staff on customer service procedures to ensure compliance.
- Prioritized incoming customer requests for prompt handling of inquiries.
- Managed daily operations of call center team to optimize performance.
- Mentored junior team members, fostering development and improving relationships.
Education
Bachelor of Arts -
Washington & Jefferson College
Washington, PASkills
- Effective communication
- Cross-functional collaboration
- Problem solving
- Critical thinking
- Project management
- Service level agreements
- Product lifecycle management
- Operational excellence
- Process improvement
- User acceptance testing
References
References available upon request.
Timeline
Senior Business Process Analyst
Highmark, Inc.
12.2022 - Current
Business Process Analyst
Highmark, Inc.
09.2018 - 12.2022
Member Experience Lead
Highmark Blue Cross Blue Shield
11.2012 - 09.2018
Bachelor of Arts -
Washington & Jefferson College