SARA SCHERER
Charlotte,N C
Summary
Information technology and health care experience in management, organization, training, implementation, testing and execution of technology strategies. Strong analytical and planning skills with ability to coordinate the efforts of many groups and individuals to meet organizational goals. Productive and efficient work habits with solid written and spoken communication skills. Self-motivated with high energy and versatility.
Overview
28
28
years of professional experience
Work History
Change Request Analyst
Wells Fargo
Charlotte, North Carolina
02.2010 - 12.2013
- Successful Business Continuity Planning Change Request's and documentation using Remedy Software
- Training of others on CR's and reviewing CR's for others to meet and exceed audit approval standards.
- Assisting others in creating problem tickets, Autosys changes, NDM changes and Service account changes.
- Provided detailed documentation when requested on the different CR's including SDLC documents, Service Level Agreements, and associated LOB documentation.
- Kept all applications on the 10 day turnaround time for their CR's in order to meet the guidelines to avoid audit penalties.
- Took on Section 20 Processing and Reporting, ION, Symphony and CP Run as additional CR groups.
- Created problem tickets for Technical Support when needed as well as for the Quality Assurance leads and technical developers for various applications.
- Received several excellent audit reviews from the Emergency Change Management group (auditing after the auditors for change management) where no negative impact.
Support Analyst
Wachovia Bank
Charlotte, North Carolina
11.2007 - 02.2010
- Primarily responsible for daily support of Spanklin (a Fixed Income front office trading system application) including Start of Day (SOD) procedures, monitoring all application servers, first line support for system users and educating users on the use of the application.
- Performed regression testing (functional GUI and data validation) for new software versions/related servers and created/managed test cases in HP Quality Center.
- Provided after hours/weekend support to verify that other IT group's releases didn't impact on our application/servers.
- Drafting and updating documentation for operational procedures and compliance.
- Added all new users and informed all associated applications so that the new user would have complete access.
Trainer and New Business Project Manager
CarePoint, Inc
Charleston, South Carolina
01.2006 - 10.2007
- Trained all new customers on pharmacy software (GuardianRX) retail and mail order including inventory, accounts receivable, patient care and various interfaces including Sure Scripts electronic prescriptions, NDC, HL7 and IVR.
- Worked as the Project Manager to take the client from the time of the software sale to the hardware installation and training process for a successful opening of new pharmacies and established pharmacies.
- Involved the Support team until the customer was technically sound and resolved issues with claims processing with third party vendors.
- Provided step by step documentation on each module of the software as well as subjects within the modules that could be given to the client as a manual.
- Held critical role in evaluating and testing new software interfaces from a user's perspective.
- Worked closely with development staff to share observations compiled during testing.
- Contacted and worked with third party payers to resolve claims issues for customers.
Customer Support Manager
CarePoint, Inc
Charleston, South Carolina
01.2002 - 01.2006
- Responsible for a staff of 5 support analysts providing customer service to over 300 clients.
- Installed original software program as well as all subsequent updates.
- Resolved customer issues on a daily basis within the pharmacy and with third party vendors.
- Provided written documentation to Development when problems were escalated.
- Tested and reviewed new software interfaces from a user's perspective.
- Documented observations with development staff compiled during testing.
- Contacted and worked with third party payers to resolve claims issues for customers.
- Advised upper management of improvements requested by clients for future builds.
- Used Sql Server for resolving database issues.
- Kept current with issues related to pharmacies as well as Medicare and Medicaid issues.
- Had 3 of my staff promoted to more responsible positions.
Customer Support
CarePoint, Inc
Charleston, South Carolina
10.1998 - 01.2002
- Involved from the inception of a new pharmacy software system (assisting developers with testing, and training users).
- Provided customer support to all clients.
- Troubleshooting issues either with third party payers or within the database itself.
- Trained on new issues.
- Data gathering for outside parties for financial reimbursement for clients.
- Prepared reports for clients to use in Access or Excel.
Systems Coordinator
Great West Life
Charleston, South Carolina
01.1994 - 10.1998
- Assisted in the planning and implementation of medical and dental group insurance policies including policy interpretation and employee eligibility record.
- Responsible for compliance testing -verified that contractual obligations met legal requirements and were treated properly within the software applications.
- Developed and distributed daily report reflecting status of implementation on all in house cases.
- Documented and processed refund and returned checks from providers and members.
- Assist in claims payment and answering customer service calls.
- Acted as a liaison between the home office and the field office.
- Confederated Life *sold to Great West in 1994.
Business Specialist
Confederation Life
Charleston, South Carolina
01.1991 - 01.1994
- Coordinated information from the sales offices and the systems program to ensure consistency between the policyholder's application, the plan booklet and the policyholder's interpretation of benefits.
- Investigated and updated plan information for medical and dental policies using software programs for customer service representatives.
- Developed a training manual for processing discount driven claims and trained all employees.
- Responsible for large dollar hospital audits and negotiations resulting in savings for the client.
- Responsible for full accounting duties from reimbursement checks to providers and members.
Auditor
Confederation Life
Charleston, South Carolina
03.1989 - 01.1991
- Reviewed processed medical and dental claims for quality and consistency with plan benefits.
- Provided weekly report identifying error trends per audit results.
- Trained employees in audit work flow and rebuttal process.
- Daily interaction with supervisors and managers.
Assistant Store Manager
T J Maxx
Charleston, South Carolina
03.1986 - 02.1989
- In charge of a staff of 75, provided scheduling, financial reports and daily instruction to staff.
Education
Bachelor of Science - Retail Management
Fashion Institute of Technology
1977
Business courses
Montclair State University
Skills
Microsoft Windows , Windows 2007, Microsoft Office, Excel, Access, PC Anywhere, HPQuality Center, Remedy Software, Guardian Pharmacy Software
- Staffing management ability
- Conflict resolution
- Claims analysis and review specialist
- Culture awareness and sensitivity
Timeline
Change Request Analyst
Wells Fargo
02.2010 - 12.2013
Support Analyst
Wachovia Bank
11.2007 - 02.2010
Trainer and New Business Project Manager
CarePoint, Inc
01.2006 - 10.2007
Customer Support Manager
CarePoint, Inc
01.2002 - 01.2006
Customer Support
CarePoint, Inc
10.1998 - 01.2002
Systems Coordinator
Great West Life
01.1994 - 10.1998
Business Specialist
Confederation Life
01.1991 - 01.1994
Auditor
Confederation Life
03.1989 - 01.1991
Assistant Store Manager
T J Maxx
03.1986 - 02.1989
Bachelor of Science - Retail Management
Fashion Institute of Technology
Business courses
Montclair State University
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