Michelle Fenter
Sidney,USA
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Solutions Business Analyst
Health Alliance
Champaign, USA
11.2019 - Current
- Serves as a central point of contact with oversight for Customer Solutions projects
- Responsible for all Customer Solutions software and system upgrades and implementations
- Analyzes content of software releases, determines impact to business processes, recommends timeline for implementation and facilitates installation with IT Technical Services
- Work with management to develop and execute test strategies and test cases for third party vendors and internal processes to ensure successful implementations in the department
- Analyze current workflows and statistics to identify opportunities to minimize manual intervention during customer service processes
- Present technical solutions and designs to reduce administrative cost, increase efficiency and enhance customer experience
- Responsible for documentation of new processes and works closely with the department trainers to develop needed curriculum for end user training
- Lead staff in complex business process discussions to generate feedback and ideas for process improvements.
- Actively participate in cross-functional teams as it relates to implementation and stabilization of new systems and processes
- Interact, document and communicate with users and technical staff to ensure adequate business requirements and ongoing support of business systems and processes
Enrollment Manager
Health Alliance
01.2013 - 01.2019
- Recommend various personnel actions including but not limited to hiring, performance evaluations and promotions
- Ensure direct reports are adequately trained and are competent to perform all required job duties and meet all performance and behavior expectations
- Participate in required CMS and internal audits
- Lead staff in complex business process discussions to generate feedback and ideas for process improvements
- Actively participate in cross-functional teams as it relates to implementation and stabilization of new systems and processes
- Actively contributes to the organizational strategies, represents the department on various administrative committees and task forces, represents the organization in relationships with contracted vendors and consultants
Enrollment Lead
Health Alliance
01.2008 - 01.2013
- Recommend various personnel actions including but not limited to hiring, performance evaluations and promotions
- Ensure direct reports are adequately trained and are competent to perform all required job duties and meet all performance and behavior expectations
- Researches, compiles, prepares and tracks reports, responses, manuals, correspondence and other information required by management or governmental or regulatory agencies within required timeframes
- Participates in the development of departmental policies and procedures
Enrollment Coordinator
Health Alliance
01.1998 - 01.2008
- Open and review all inbound mail into the Enrollment Department
- Review and Determine Eligibility for enrollment applications and termination requests
- Enter enrollment and termination data into the Claims and billing systems
- Maintain member demographic information
- Initiate written communication to applicants or new members
- Manage error reports and resolved issues timely
- Participate in yearly audits by gathering requested data and submitting to auditors
Skills
- Project management
- Data analysis
- Workflow optimization
- Cross-functional collaboration
- Software implementation
- Team leadership
- Time management
- Attention to detail
Certification
Epic Tapestry CRM Administration
Awarded 10/06/20
Renewed 01/03/25
Certificate ID 03864878
Timeline
Customer Solutions Business Analyst
Health Alliance
11.2019 - Current
Enrollment Manager
Health Alliance
01.2013 - 01.2019
Enrollment Lead
Health Alliance
01.2008 - 01.2013
Enrollment Coordinator
Health Alliance
01.1998 - 01.2008
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