Lisa R. Markham
Alvarado,TX
Summary
To enhance the productivity and customer service of an energetic and stable company with my strong clerical, customer service background and effective organizational skills.
Experienced analyst prepared for this role with strong focus on data interpretation, financial modeling, and strategic planning. Known for collaboration and delivering results, adaptable to changing needs, and reliable. Skilled in data visualization, problem-solving, and stakeholder communication. Employers value analytical mindset, teamwork, and consistent performance.
Overview
32
32
years of professional experience
Work History
Application Services Analyst Tier 2 Support
First Command Financial Planning
08.2016 - Current
- My primary responsibility is providing second level application and system support as well as providing administration for third party applications, software package(s), and legacy applications.
- This support and administration include; but is not limited to provisioning, problem resolution, configuration, testing, upgrade promotion coordination, and root cause analysis.
- I am responsible for communicating with end users, vendors, and other First Command resources as needed to resolve issues and maintain healthy, friendly, and productive relationships.
- I am considered an expert in multiple systems and spend my time learning the applications that are supported and administered by this group on a continuing basis to gain expertise and develop myself to satisfy any knowledge or support gaps of which the team may be deficient.
- Primary responsibilities include:
- Foster communications with business users and team members.
- Be the go-to person for all matters for analysis or diagnosis of technical issues related to the supported software.
- Support management and team leads in improvement initiatives.
- Create and maintain documentation for processes, procedures, and application troubleshooting steps.
- Organize, lead, and facilitate team meetings (with Business Owners, IT professionals, and others as needed) in which support activities are discussed and expectations are agreed upon.
- Analyze, track, troubleshoot, and resolve issues encountered during testing and implementation; serve as the BIS subject matter expert during the implementation of updates to existing application enhancements and provide direct or indirect product related training.
Financial Planning Systems Applications Team
First Command Financial Planning
04.2014 - 08.2016
- In addition to daily interaction as a specified Support Team Member to assist Advisors, Field Office Staff and the Home Office Production Team with general system user questions or problems, I supported the EDM process by indexing plan modules with the new KnowledgeLake system to client profiles in CRM, and streamlined as much as possible.
- I’ve increased my familiarity and understanding of data management tools, such as CRM, and Phoenix to better understand and serve the Production Team and Field Office Staff with data entry requirements, and updates to ensure correct information shows in the Financial Plan.
- I’ve participated in successful UAT Testing projects for the Strategic Concepts module primarily concentrating on the First Command customizations, such as Military Retirement and Survivor benefits to train the Field and HO users. Including documenting any discrepancies and coordinating issues/concerns with fellow UAT team members and third party system owner.
- Jan/Feb 2015 for Strategic Concepts Enhancements Release: In conjunction with Team Lead, prepared Power Point presentations and performed Conference Calls with each of the UAT Groups as status updates during, and at the end of each of the two testing timeframes.
- June 2015 / 5.13.1504 - URGENT UAT group feedback request from the OIC.
- June 8, 2015 / Immediate Strategic Concepts Poll
- Oct. 2015 – March 2016:
- Apr - July 2016:
- SS OPT UAT: Timeframe 6/15/2016 – 7/6/2016 from when testing dates were identified through the compilation of results:
Financial Planning Auditor
First Command Financial Planning
11.2011 - 04.2014
- Achieved proficiency in WIN and Print Programs production to ensure Advisors received a quality plan for their clients. Also accomplished administrative duties while seeking ways to improve efficiency and reduce redundancy for improved time management.
- I gained confidence of team members and became a resource for problem solving to assist them with questions, also trained and acted as back up Supervisor as my capabilities improved. I developed a professional rapport with Advisors and Support Staff receiving compliments forwarded to my Supervisor quite often on my customer service skills.
- Additionally, I reviewed closely during the plan audit process for insurable assets and notified the P&C department for Advisor contact. My goal was 3 per month, but I exceeded the required amount as I found the opportunities for review were plentiful, for increase in client satisfaction with the company and ultimately increased revenue.
- I developed and emailed a monthly WIN Commonly Missed Items checklist to Field Office OM/AA’s as a 2013 goal. I received many positive responses and comments via email from the Field Office staff on these lists as they were helpful to them during the programming of plans, and increased their understanding of the WIN production process.
Office Manager/Scheduling/Insurance
Tritrax Healthcare Services
Arlington, TX
04.2005 - 09.2011
- Initially started in the Office Manager positions as the company was very small, performing HR duties as well for new hires. As the company grew, the workload required restructuring and hiring of individuals in the Receptionist, Medical Records, and HR positions. I then transitioned to the Scheduling/Insurance Benefits verification and tracking position.
- Verify Medicare/Insurance on new patient referrals and at specific follow up time points and accurately enter information into data base.
- Effectively provide administrative management of commercial insurance patients (pre-certification, benefit verification, authorization, scheduling)
- Assign clinicians to patients and forward appropriate documentation
- Maintain daily coordination log to ensure patients are seen in a timely manner.
- Follow up with additional disciplines as required for SN, PT, OT, HHA needs.
- Enter schedule into computer from email after patient started on Home Health service.
- Enter and Update computer schedule when new orders written.
- Print schedule and distribute weekly; ensure visit quotas are met for full-time employees.
- Assist with other administrative / telephone duties as needed.
- During my employment with this company I implemented several programs that ensure efficient office productivity which include:
- A payroll tracking system to ensure staff members are paid accurately for visits done.
- An order tracking system to ensure the physician orders are returned in a timely manner for monthly billing.
- A weekly pending patient spreadsheet for staff members to ensure that all patients have been seen and visit frequencies are in place.
- A weekly recertification spreadsheet for office RN’s to ensure patient continuity of care
- An Insurance authorization binder used daily to ensure patients with other payer sources than Medicare are updated weekly for continuity of care and accurate billing.
Medical Records/Central Supply
Mariner Health of Fort Worth
Fort Worth, TX
04.2004 - 04.2005
- Organize, track, thin, and file resident medical records. Perform Quality Assurance activities and report findings to management monthly.
- Maintain/update pending physician order log.
- Purchase and stock all medical/ancillary supplies and over the counter medications for 112-resident nursing facility.
- Monitor and conform to monthly purchasing budget.
- Update admissions and discharge log daily and report to Marketing Manager and Administrator weekly.
Health Services Coordinator
Trinity Terrace
Fort Worth, TX
03.2000 - 04.2004
- Oversee, screen, and direct incoming phone calls, appointments, guests, residents, and vendors.
- Confidential interaction with other departments and residents while adhering to all aspects of the State of Texas and Resident Rights programs.
- Enter and update all telephone physician orders on in-house software for 60 patient skilled nursing facility.
- Monthly billing of resident supplies and reporting to Accounting Manager.
- Purchasing, daily monitoring, and weekly tracking of health care ancillary supplies
- Prepare new employee orientation packets, order badges and uniforms. Track employee eligibility for monthly award programs.
- Attend departmental meetings to prepare, edit, and distribute minutes and assist with follow-up when necessary.
- Administrative support to Senior Management staff.
Administrative Assistant
Advanced Healthcare Services
Fort Worth, TX
02.1999 - 03.2000
- Greet incoming calls on multi-line phone system and direct to proper personnel.
- Computer data entry of OASIS and 485 Plans of Care and numerous spread sheets.
- Assist other departments as needed with incoming mail distribution, office supplies monitoring and ordering.
- Prepare envelopes and mail monthly patient and doctor evaluations.
- Monitor and update patient chart information.
- Assist Human Resource manager with new employee presentations.
Financial Programs Auditor
USPA & IRA
Fort Worth, TX
11.1993 - 07.1998
- Audit and verify legality and quality of mutual fund and life insurance recommendations according to NASDAQ regulations.
- Type and proof financial programs on Windows based company software.
- Provide quality customer service to agents and their assistants regarding company programming guidelines.
- Ensure smooth and timely progression of work flow with the least amount of overtime as possible in team setting as the Assistant Team Leader.
Education
High School Diploma -
Burleson High School
Burleson, TX05-1981
Skills
- Proficient in multiple computer programs including MS Word, Excel and multiple healthcare based programs
- Detail oriented Excellent organizational skills
- Adapt quickly to new procedures/assignments
- Motivated by team accomplishments
- Problem solver/critical thinker
Timeline
Application Services Analyst Tier 2 Support
First Command Financial Planning
08.2016 - Current
Financial Planning Systems Applications Team
First Command Financial Planning
04.2014 - 08.2016
Financial Planning Auditor
First Command Financial Planning
11.2011 - 04.2014
Office Manager/Scheduling/Insurance
Tritrax Healthcare Services
04.2005 - 09.2011
Medical Records/Central Supply
Mariner Health of Fort Worth
04.2004 - 04.2005
Health Services Coordinator
Trinity Terrace
03.2000 - 04.2004
Administrative Assistant
Advanced Healthcare Services
02.1999 - 03.2000
Financial Programs Auditor
USPA & IRA
11.1993 - 07.1998
High School Diploma -
Burleson High School