Roberta Flynn
Clarks Summit,PA
Summary
Accomplished supervisor with over 7 years experience managing inventory, workflows, and staff. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth to achieve .
Overview
24
24
years of professional experience
Work History
Plan Implementation Senior Supervisor
Cigna
02.2023 - Current
- Daily review and management of inventory to ensure SLA compliance for multiple processes and input channels.
- Review of DAL and MOS reporting and work with capacity planning teams to ensure appropriate staffing within teams.
- Analyze metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Work with offshore vendors to identify documentation needs for existing and transitioning work.
- Provide guidance and feedback to staff to meet operational goals.
- Implementation of strategies to provide better tracking and trending capabilities as it pertains to data inaccuracies related to directory and claim payment
- Maximize personal competency through continuous professional development.
- Work with various matrix partners to review current workflows and processes and identify areas of opportunity.
Plan Implementation Supervisor
Cigna
05.2018 - 02.2023
- Oversight of daily operations of the department, ensuring efficiencies in workflows and timely completion of tasks.
- Implemented new DAL tracking MOS reporting
- Reviewed reporting and worked with capacity planning teams to ensure appropriate staffing.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Partnered with external vendor team to identify operational inefficiencies and implemented corrective measures to increase effectiveness.
- Evaluated staff performance and provided coaching to address inefficiencies.
Error Correction Analyst
Cigna
03.2013 - 05.2018
- Reviewed and corrected provider data inaccuracies within systems related to directory and claim payment.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Optimized core processes to improve business performance and operational agility.
- Part of project team to build DAL and build documentation and train to staff.
Contract Implementation Manger
Cigna
08.2008 - 03.2013
- Review of contracts and partner with contracting when required.
- Comprehensive knowledge of coding and reimbursement methodologies.
- Complete adds / maintenance of rates in systems.
- Ensure provider demographics are represented correctly in systems for directory purposes.
- Review provider data for accuracy and complete corrections as required.
- Met organizational goals related to quality and production.
Plan Implementation Sr Assoc
Cigna
03.2007 - 08.2008
- Support operations teams submitting requests through ITrack as it pertains to provider demographics and reimbursement
- Perform maintenance of provider demographics
- Support offshore partners through feedback and education
- Supported Great West integration activities.
Technical Coach
Cigna
09.2002 - 03.2007
- Enhanced team performance by developing and implementing effective coaching strategies.
- Worked with staff to develop skills through individualized training plans based on strengths and weaknesses.
- Developed and delivered effective and engaging coaching sessions to improve performance with new applications.
- Developed and delivered presentations to peers on topics related to coaching.
- Mentored / Trained Technical Coach staff for other sites
- Provided technical support and guidance to management/lead teams.
- Supported Third party audit teams and maintained strong working relationships with third-party vendors, such as independent adjusters and appraisers, to facilitate prompt resolution of claims.
- Interim manager for both new hire class and claim adjustments teams.
Customer Service Claims Analyst
Cigna
09.2000 - 09.2002
- Maintained strict confidentiality with all provider and member data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department.
Education
High School Diploma -
Abington Heights High School
Clarks Summit, PA06.1988
Skills
Inventory Oversight
Data Analysis
Organizational Skills
Complex Problem-Solving
Process Improvement
Priority management
Goal-Oriented
Computer Skills
MS Applications
Multi-tasking
Communication
Strategic Planning
Employee Supervision
Accomplishments
- Built strong relationships and collaborate with various matrix partners
- Developed new CARM Issue Resolution process
- Supervised staff of up to 14 team members
- Supported multiple processes within the CARM organization (Pended claims, compliance, demographics, systematic fallout, and error corrections, PTDI.)
- Engaged in creation of DAL tool and training documentation for Network Operations
Timeline
Plan Implementation Senior Supervisor
Cigna
02.2023 - Current
Plan Implementation Supervisor
Cigna
05.2018 - 02.2023
Error Correction Analyst
Cigna
03.2013 - 05.2018
Contract Implementation Manger
Cigna
08.2008 - 03.2013
Plan Implementation Sr Assoc
Cigna
03.2007 - 08.2008
Technical Coach
Cigna
09.2002 - 03.2007
Customer Service Claims Analyst
Cigna
09.2000 - 09.2002
High School Diploma -
Abington Heights High School
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