Rose Consonery
Montgomery,AL
Summary
Dependable Business Analyst with track record of success in field, attention to detail and proactive mindset. Seeks an organization rife with opportunities, and room for growth. Conscientious, hardworking and excels at multitasking in fast-paced environments.
- Punctual
- Adaptable and flexible
- Strong leadership abilities
- Time management skills
- Relational and observational skills
- Works well with a group or independently
- Superior communication skills both written and verbal
- Personal commitment to improving knowledge and skills
- Ability to adapt to change and professionally handle challenging situations
- Built and successfully maintained working relationship with co-workers, students, and faculty/staff
- Experience working successfully with top management, delivery companies, community organizations, and the general public
- Adept at communicating with individuals from various backgrounds, cultures, religions, races and of varying ages
- Well versed in Privacy and Security, HIPAA, Ethics and Compliance, Release of Information and Alabama Medicaid Policy
- Self-directed and capable of working without direct supervision
Overview
21
21
years of professional experience
Work History
Associate Professional Business Analyst
Gainwell Technologies
Montgomery, AL
05.2019 - Current
- Assisted senior personnel in analyzing data for reports and presentations.
- Created user-friendly documentation for various applications, helping customers understand how to use them effectively.
- Collaborated with other teams to ensure timely delivery of products and services.
- Performed quality assurance tests on products before releasing them into production environment.
- Resolved escalated complaints from customers through proactive communication.
- Participated in brainstorming sessions to generate ideas for new features or services.
- Implemented process improvements that increased efficiency and reduced cost.
- Drafted weekly progress reports highlighting key accomplishments and challenges faced by the team.
- Evaluated existing procedures and implemented changes that led to improved productivity.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Developed relationships with key stakeholders across departments by providing exemplary service.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
- Assessed company operations for compliance with safety standards.
- Organized client meetings to provide project updates.
- Audited company's legal documents to verify compliant policies and procedures.
Virtual Call Center Assistant
ACD Direct
Montgomery, AL
01.2022 - 08.2022
- Answered incoming calls from customers, provided information about products and services, and troubleshot customer inquiries.
- Responsible for Public Broadcasting System (PBS) and National Public Radio (NPR) incoming and outgoing donation calls and chats from across the United States and some parts of Canada.
- Maintained an easy rapport while discussing donation tiers and campaigns.
- Handled donation bequests, monthly and annual membership fees, recurring gifts, and what areas the donations were needed.
- Processed orders, returns, exchanges, and cancellations according to company policies.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Provided feedback to management on areas needing improvement or enhancement.
- Utilized various software programs such as Microsoft Office Suite for data entry purposes.
- Verified accuracy of customer information by utilizing company databases and systems.
- Adhered to established call center guidelines while handling customer requests or complaints.
- Escalated complex cases as needed and followed up with customers after resolution.
- Conducted outbound follow-up calls when necessary for account maintenance or verification.
Insurance Healthcare Representative III, Team Lead
DXC Technology
Montgomery, AL
08.2007 - 05.2019
- Managed the service requests of Alabama Medicaid Recipients through different access channels.
- Worked with escalated recipient and provider issues.
- Provide supervision of the activities of other non-exempt employees.
- Provide input on training material for new and existing policies.
- Lead in projects for quality improvement and document changes, contribute to the development of new concepts/techniques.
- Member of the My Medicaid Recipient Web Portal Help Desk.
- Assisted with new and upgraded operating system testing.
- Provided customer service and support to patients, families, and healthcare providers.
- Facilitated communication between patients and physicians regarding treatment plans and follow-up care instructions.
- Maintained up-to-date knowledge of relevant laws and regulations governing the provision of healthcare services.
- Actively participated in team meetings focused on improving patient care outcomes.
- Verified patient demographics and insurance information in electronic system.
- Maintained customer accounts and information in electronic reporting system.
- Processed telephone calls and triaged problems in accordance with company standards and policies.
Training Coordinator, Call Center Expansion Project
DXC Technology
Conway, AR
12.2018 - 01.2019
- Developed training materials and documents such as manuals, handouts, exercises and facilitator guides.
- Coordinated with subject matter experts to develop effective training content.
- Assisted in designing, developing, and implementing new training methods and techniques.
- Monitored participants' progress during the training session.
- Evaluated employee performance before, during, and after training sessions.
- Analyzed current processes and procedures to identify areas for improvement through training initiatives.
- Ensured that all necessary equipment was available prior to a session commencing.
- Facilitated group discussions among trainees regarding topics covered during a session.
- Delivered presentations outlining best practices related to specific job roles or tasks.
- Updated existing curriculums based on changes in technology or industry standards.
- Oversaw training logistics, schedules, communication, and resources.
- Delivered various types of instructor-led training in small groups, large groups, traditional classroom, and virtual classroom.
Patient Access Representative, Emergency Department
Jackson Hospital
Montgomery, AL
02.2017 - 09.2017
- Provided direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
- Obtained working knowledge of McKesson Paragon and Star patient tracking systems.
- Greeted patients and visitors in a courteous and professional manner.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility.
- Ensured accuracy of all data entered into computer system.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Created new patient accounts in EMR system as needed.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Managed incoming faxes related to patient registration processes.
Site Director & Childcare Assistant Director
Southeast YMCA
Montgomery, AL
05.2005 - 08.2007
- Overall management and supervision of after school site.
- Directed all staff, scheduling, communicate effectively with parents, coordinate closely with school personnel, collect fees, issue receipts, keep weekly fees current.
- Maintained up-to-date records on all children enrolled and coordinated daily schedule and activities that encouraged creativity and learning.
- Oversaw the program during the Child Care Supervisor’s leave of absence.
- Ensured the safe and smooth transition of all students from school to the after-school facility.
- Directed liaison between program director and parents and program director and school faculty.
- Monitor the youth counselors responsible for the students and follow up on any and all parental or student complaints.
- Provided guidance, direction, and support to ensure completion of projects on time and within budget.
Education
AA Health Information Technology -
Kaplan University
02.2013
Skills
- Analytical Thinking
- Process Improvement
- Issue Research
- Process Analysis
- Data Analysis
- Idea Development and Brainstorming
- Disaster Recovery Planning
- Troubleshooting
Timeline
Virtual Call Center Assistant
ACD Direct
01.2022 - 08.2022
Associate Professional Business Analyst
Gainwell Technologies
05.2019 - Current
Training Coordinator, Call Center Expansion Project
DXC Technology
12.2018 - 01.2019
Patient Access Representative, Emergency Department
Jackson Hospital
02.2017 - 09.2017
Insurance Healthcare Representative III, Team Lead
DXC Technology
08.2007 - 05.2019
Site Director & Childcare Assistant Director
Southeast YMCA
05.2005 - 08.2007
AA Health Information Technology -
Kaplan University