Kimberly A. Mitchell

Work History

09.2017 - Current

Manage and drive pharmacy transition file process during client implementations of Cigna Commercial accounts
By directing transition file process, successfully transitioned 180 accounts across 2,000,000 lives to ensure seamless transition to Cigna
Collaborate with multi matrix partners for successful implementations
Set up 15 Payer accounts for NCPDP, DED600 and C4 Transitions
Created and manage team SOP on SharePoint.
Managed time efficiently in order to complete all tasks within deadlines
Self-motivated and strong sense of personal responsibility
Worked effectively in fast-paced environments
Skilled at working independently and collaboratively in a team environment

QeyMetrics AVP

10.2015 - 09.2017

Provided data analysis for internal and external clients via proprietary technology for customized scorecard dashboard by configuring and building reporting for 50 clients using detailed customer service call data, workforce management call data and time management data for measurable real-time data results for 5000 representatives.
Partnered with external partners to establish metric thresholds and translated those into reporting requirements to improve overall First Call Resolution by 5% each quarter
Maintained data integrity by holding daily updates with 10 management to identify problems and offer solutions with complex data analysis for quality control improvement.
Gained extensive knowledge in data entry, analysis and reporting
Proven ability to develop and implement creative solutions to complex problems
Developed and maintained courteous and effective working relationships
Learned and adapted quickly to new technology and software applications

Independence Blue Cross

06.2013 - 10.2015

Responsible for overall support of Consumer Marketing department with activities related to CMS compliance and Affordable Care Act (ACA)
Managed and coordinated with cross-functional teams including vendors, legal, product development, and finance to develop and execute ACA compliant health plans
Developed and implemented new value-add plan design enhancement to suite of 2015 individual product offerings
Developed and implemented communication and reporting mechanism to manage product and drug issues and risks
Presented issues and issue resolutions to Marketing staff and Marketing leadership at weekly meetings
Provided daily communications to leadership regarding issues
Worked with legal for compliance resolution and contract management for marketing sales.
Executed analysis of risks and identified risk mitigation strategies
Generated business intelligence reports to inform strategic decision-making
Interacted with internal customers to understand business needs and translate into requirements and project scope
Surveyed clients to ascertain requirements and expectations for product
Analyzed key aspects of business to evaluate factors driving results and summarized into presentations

Independence Blue Cross

02.2005 - 06.2013

Provided reporting and analysis for Claims inventory, volumes and quality
Created monthly Scorecard Analysis for 500 Operations Supervisors, Managers and Directors
Replaced manual reporting of 10 claims inventory items with automated feeds into daily report that is quickly generated in SSRS to 25 Managers
Evaluated business processing activities in Claims and Enrollment area and created process improvement flows inventory processing
Translated complex business requirements for Claims inventory process into meaningful scenarios and solutions to help team process inventory more efficiently and effectively
Implemented two recommendations for Enrollment process improvements from project goals
Updated Customer Service call analytics to include Workforce Management data feeds and automated scorecard data.
Provided and supported implementation of business solutions by identifying business needs and carrying out necessary practices and processes
Utilized change management techniques to provide smooth transitions during new hardware and software introductions
Analyzed existing systems and databases and recommended enhancements to solve business needs

Independence Blue Cross

06.1997 - 02.2005

Facilitated instructor led training for Microsoft end user applications for 1500 internal staff members via in-class training.
Developed training manuals used in training and coached associates outside of class on how to utilize tools in their role
Coordinated training courses for Information Services staff by creating customized classes as well as registering for external classes through various vendors
Received Master Office User Specialist certification and Master Instructor certification.
Trained and mentored 500 new personnel hired to fulfill various roles
Developed and implemented comprehensive training program to increase employee productivity and morale
Worked with vendors to customize courseware to accommodate business needs
Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources
Coordinated technical training and personal development classes for staff members
Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
Built and maintained professional relationships with vendors and suppliers