Shentel Frison
Merrillville,USA
Summary
Results-oriented Analyst with solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Overview
13
13
years of professional experience
Work History
Managed Services Analyst III
Global Health Exchange
04.2024 - Current
- Collaborate with customers to increase understanding and utilization of the Managed Services offering
- Provide support via phone, and email, to customers and GHX coworkers for escalations and any related product issues
- Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels
- Escalate when appropriate
- Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction
- Provide clear and actionable instructions to managed service analysts for daily tasks and project work
- Demonstrate effective time management of projects and meetings while adhering to deadlines
- Mentor team members, refine processes, and develop resource materials
- Mentor direct reports for career development and leadership skills
- Improve self and team work ethic through continuous coaching and education
- Parse Data using Excel
- High level oversight of customer activity and account health to increase adoption of GHX’s recommended practices
- Critically think to resolve technical problems and work cross-functionally when needed
- Assist with identification and development of new system enhancements to benefit department offerings
- Create, learn, revise, and communicate established process to all team members including internal management
- Maintain a high performing team and analyze process for areas of improvement and quality assurance
- Provides direction and support for contract data collection
- Uploads local contracts in Contract Center Xpert (CCXpert)
- Identifies and updates contract prices and aligns to the customers item master
- Provide actionable feedback and insight to inconsistencies to Price Sync processes to improve our services
- Address internal and external issues that negatively impact the Price Sync service by offering quick resolutions or escalating appropriately
- Organize and conduct monthly team meetings
Managed Services Analyst II
Global Health Exchange
10.2022 - 04.2024
- Working knowledge of established processes to both internal and external parties.
- Provide support for external customers via phone and email for assistance with questions, education, and resolution of problems
- .Handle daily case work while meeting predetermined KPI and QA metrics.
- Accurately document all actions in daily case work and customer interactions.
- Place phone calls to participating customers and provide education when deemed necessary or beneficial.
- Identify, document, and escalate repetitive customer issues.
- Solve escalated cases as required
- Proactively maintain and contribute to team reference materials.
- Train and mentor Managed Services Analyst Level I to reach customer communication and engagement goals.
- Aid in increasing adoption of GHX’s recommended practices for customers through daily interactions.
Managed Services Analyst I
Global Health Exchange
07.2021 - 10.2022
- Learn and communicate established processes
- Provide support for external customers via phone and email for assistance with questions, education and resolution of problems
- Handle daily case work while meeting predetermined KPI and QA metrics
- Accurately document all actions in daily case work and customer interactions.
- Place phone calls to participating customers and provide education when deemed necessary or beneficial.
- Identify, document, and escalate repetitive customer issues.
- Solve escalated cases as required
Engagement Specialist
Franciscan Alliance
10.2018 - 07.2021
- Act as a liaison to the patient/customer in obtaining physician referrals and scheduling appointments through primarily inbound calls
- Handles over 60 calls a day
- Identify additional opportunities to serve patient and/or family members with additional referrals/appointments during interactions
- Support marketing campaigns through inbound patient calls which may include scheduling appointments with provider, for screenings, education or other promotions
- Liaison to patients and family members to document, respond, escalate or resolve inquiries and/or complaints
- Interact with patient/customers to determine needs, schedule or cancel appointments, or refer to correct staff/provider
- Document appropriately in electronic medical record and other engagement center software
- Support team with daily workloads, as required
Patient Access Representative
Froedtert Hospital
11.2015 - 06.2017
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Trained new staff on hospital processes and procedures
- Providing excellent customer service by promptly answering patient inquiries
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Trained new staff on filing, phone etiquette and other office duties
Health Unit Coordinator/Nurse Assistant
Aurora Medical Center
07.2012 - 01.2016
- Provided care for 24-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions
- Facilitated communications for the nursing unit, utilizing multiple-line telephone, floor paging and in-house systems, and the hospital information system
- Screens incoming telephone calls
- Monitors department office equipment and troubleshoots minor problems
- Arranges repair of major malfunctions and advises direct report of same
- Compiled necessary chart forms for admissions, transfers, discharges and expirations
- Obtains appropriate copies of medical records for transfers to nursing homes and other health care facilities
- Maintained and orders stock for nursing area; cleans equipment and work areas
- Utilized Epic to manage orders and call in Consults
- Charted vitals in Epic
- Maintained patient confidentiality
- Reported changes in patient condition, health, and/or behavior to nurse
Teller
Bank Mutual
08.2011 - 07.2012
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service
- Identified sales opportunities and referred customers to branch partners in financial services
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Processed customer transactions promptly, minimizing wait times
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit
- Disbursed cash and checks accurately while maintaining security of cash drawers
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers
- Assisted with training of new tellers on policies and procedures
- Maintained friendly and professional customer interactions
- Performed opening and closing operations
- Cross-sold credit cards, loans and other bank products
Education
Nurse Assistant Certification -
Milwaukee Area Technical College
Milwaukee, WISkills
- Information gathering
- Statistic analysis
- Leadership
- Written Communication
- Problem-Solving
- Critical Thinking
- MS Office
- Salesforce Software Proficiency
- MS Excel
Accomplishments
I leveraged my advanced proficiency in Managed Services product knowledge to internally enhance analyst teams. I was able to create and facilitate the MSA Collab which is a monthly meeting for analysts to foster analyst collaboration and skill enhancement. I've used my
analytical skills to identify process gaps within confluence and make the necessary enhancements needed for my team which helped to increase efficiencies and lower contract price exception processing time. Throughout 2023, the Price Sync Managed service underwent numerous changes and, at times, challenges in transitioning from our previous support team to further enhancing our Managed Services Portal. Upon our
official transition from our previous support team to our current one who serves as an extension to our North American Analyst team, I was crucial in training the initial support team members. I provided these trainings via zoom using the Price Sync Resources available in confluence as well as developing quick guide resources & outlines.My performance reveals that I am a resource and
mentor to the Analysts offering guidance, continual training, and empowerment. I challenge and hold myself to a standard of going beyond the expectations that I establish for my team.
Timeline
Managed Services Analyst III
Global Health Exchange
04.2024 - Current
Managed Services Analyst II
Global Health Exchange
10.2022 - 04.2024
Managed Services Analyst I
Global Health Exchange
07.2021 - 10.2022
Engagement Specialist
Franciscan Alliance
10.2018 - 07.2021
Patient Access Representative
Froedtert Hospital
11.2015 - 06.2017
Health Unit Coordinator/Nurse Assistant
Aurora Medical Center
07.2012 - 01.2016
Teller
Bank Mutual
08.2011 - 07.2012
Nurse Assistant Certification -
Milwaukee Area Technical College
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