Letricia Michelle Best
Sr. Project Manager
Winston-Salem,NC
Summary
Talented Senior Project Manager with excellent client oversight and issue resolution talents. Highly effective overseeing multiple tasks and employees at once. Dedicated to detail-oriented leadership and goal-oriented planning. The current position is Senior Project Manager within Clinical Services. Overall responsibilities include past and present positions within United Healthcare which has enhanced the ability to work within different departments of the organization. Over the course of 20 years, assisting with root cause analysis relevant to benefits, eligibility, and claim issues. Software knowledge includes Microsoft Applications: Works, Excel, Power Point, Expanded Provider Database (EPD), UNET, Network Database (NDB) Preference and Knowledge Library.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Senior Project Manager
United Healthcare
Greensboro, NC
01.2013 - Current
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track
- Maintained schedules to meet key milestones at every project phase
- Communicated project plans and progress to key stakeholders and project contributors
Provider Data Consultant
United Healthcare
Greensboro, NC
01.2011 - 01.2012
- Created training material to mentor internal staff on claims adjudication and research, and this was to provide staff with skills to assist in working issues
- Provided business, operational and workflow expertise for Medical Necessity Programs involving excess of 10 system enhancements for NDB and other systems, including use of this data by claim, care management and service systems
- Collaborated with operation to support functions for teams by triaging issues received via Intake Site;
- Created documentations to support enhancements which included screen documentation, job aids and etc.; provided guidance to troubleshoot provider data issues associated with NDB and other systems which store provider data.
- Developed and maintained courteous and effective working relationships
Manager
United Healthcare
Greensboro, NC
01.2009 - 01.2011
- Managed team of individuals from corrective action to exceling in their roles.
- Conducted ongoing evaluations and assessments to ensure team effectiveness and customer satisfaction, recommending / implementing modifications as necessary.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Delivered feedback to decision-makers regarding employee performance and training needs
Senior Network Program Specialist
United Healthcare
Greensboro, NC
01.2008 - 01.2009
- Performed business analysis for new provider process related initiatives and/or provider network migrations and integration via Requirements and Solutions Analysis (RSA) process; provided subject matter expertise for NDB system enhancements; managed cross functional projects and made presentations to audiences; development, feedback and review of User Acceptance Testing (UAT) conditions related to system project assignments.
- Used Microsoft Word and other software tools to create documents and other communications
- Exceeded goals through effective task prioritization and great work ethic
- Participated in team-building activities to enhance working relationships
Instructional Designer
United Healthcare
Greensboro, NC
01.2007 - 01.2008
- Documented policies, procedures, process flows, and assisting as Subject Matter Expert (SME) for building training topics; updated and created new job aids to support Network Data Management (NDM), Network Management (NM), National Contracting Support Team (NCST) staff
- Developed and executed accurate training project plans to support system enhancement and deliverables; provided colleague feedback on written documentation prior to publishing it to team SharePoint.
- Organized, scheduled and facilitated 5 week long courses based on need
- Targeted diverse learning modalities in development of new course content and training programs
- Designed course materials and supported implementation
Development Specialist
United Healthcare
Greensboro, NC
01.2006 - 01.2007
- Performed duties within Network Capabilities Group within UHG, work assignments dealt with data configuration for new and existing business; most recent assignments have included project management for capitation health plan provider and implementation of new networks on given claims processing platform; for new customers.
- Managed 3 individual projects simultaneously for product lifecycle development
- Offered specific training programs to help workers maintain or improve job skills.
- Designed, planned, organized and directed orientation and training programs for employees
Customer Service Representative
United Healthcare
Greensboro, NC
01.2002 - 01.2006
- Performed department responsibilities by resolving member claim and benefit interpretation issues; developed several presentations for teaching principles, including center-wide manual for over 100 employees; escalated issues provided by different platforms within United Healthcare.
- Facilitated complex issues within team who works with Internal Business Partners (IBP) on resolution of complex accounting issues, to determine if contract or claims are correctly processed; special projects included Heavy Hitter Project, Executive Complaints and Network Management issues; occasionally supported Customer Care Professionals by taking phone calls.
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Master of Business Administration - Project Management
Liberty University
Lynchburg, VA 08.2017 - 12.2019
Master of Arts - Project Management
Liberty University
Lynchburg, VA 08.2016 - 12.2017
Bachelors - Liberal Studies
University of North Carolina At Greensboro
Greensboro, NC 08.2012 - 05.2015
Skills
Self-motivated professional
undefinedTimeline
Master of Business Administration - Project Management
Liberty University
08.2017 - 12.2019
Master of Arts - Project Management
Liberty University
08.2016 - 12.2017
Senior Project Manager
United Healthcare
01.2013 - Current
Bachelors - Liberal Studies
University of North Carolina At Greensboro
08.2012 - 05.2015
Provider Data Consultant
United Healthcare
01.2011 - 01.2012
Manager
United Healthcare
01.2009 - 01.2011
Senior Network Program Specialist
United Healthcare
01.2008 - 01.2009
Instructional Designer
United Healthcare
01.2007 - 01.2008
Development Specialist
United Healthcare
01.2006 - 01.2007
Customer Service Representative
United Healthcare
01.2002 - 01.2006
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