Susie Moksouphanh

• Communicated effectively with team members to deliver updates on project milestones and deadlines.
• Developed product documentation to communicate upcoming features and products to internal teams.
• Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
• Coordinated design meetings and decisions with internal departments and teams.

• Quickly develop a detailed understanding of the data, processes, and
systems utilized by the business
area.
• Serve as frontline support in troubleshooting process and systems issues
and provide ongoing
operational support, as needed.
• Work to elicit high-level requirements and capture business needs
through dialogue with business
sponsors.
• Clearly articulate and document business requirements.
• Translate business needs into requirements utilizing a structured process
for gathering, analyzing,
documenting, and managing change to assess and recommend solutions
based on cost vs. benefit
analysis and parallels to overall business strategy.
• Maintain project requirements and scope.
• Support project delivery by participating in design reviews and to communicate systems
designs and validate proposed solutions.
• Provide input and support during implementation phase, to include
carrying out software user testing,
composing standard operating procedures (SOPs), and/or conducting
employee training.
• Maintain documentation of changes and improved procedures.
• Support various functional applications.

• Mapped current business and operational processes and recommended areas for improvement.
• Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
• Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
• Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies.
• Optimized system and platform performance capabilities in most efficient, practical way possible.
• Actively participate in solutions for production support and other development needs and review work of staff to ensure that solution is appropriate and fully implemented .
• Assist users in defining system needs, requirements and to assess problems. Analyze complex business requests and problems requiring adaptive and/or corrective programming changes. Work with internal IT resources, external vendor(s) or other parties as needed to ensure that the product meets the customer’s needs.
• Collect, gather, and analyze data to formulate recommendations, policies, or solutions
• Report on service metrics and ensure paperwork and appropriate follow ups are completed
• Problem solves issues. Oversee staff that designs, tests, and debugs systems. Identify system problems and recommend solutions.
• Complete required documentation such as memos, status reports, documentation of processes and specifications
• Set an example for staff related to culture and engagement. Uphold the organization’s core values and ensure staff are acting in a manner consistent with them. Demonstrate the Employee Value Proposition (EVP).
• Serve as a project manager and/or as a technical lead on internal projects developing assignments and organizing project work for the unit. Able to be a project manager and facilitate internal projects on an independent basis.
• Serve on integrated work groups. Communicate policies and procedures to staff. Make sure appropriate P&Ps are in place and compliant with affiliate P&Ps.

• Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
• Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
• Drafted quarterly and yearly reports on company financial metrics to assess successes and account for deficiencies.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
• Performed competitor bench-marking analysis to identify manufacturing savings opportunities and potential product enhancements.
• Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
• Headed project teams specializing in design and launch activities.
• Identified, reviewed and applied policies and procedures.
• Fostered relationships with vendors to promote positive working relationships.
• Evaluated trends to understand competitive environments and assess current strategies.
• Develop, Test and Deploy Custom Applications (300+ applications) to support Revenue Cycle Management Systems.
• Develop and Configure Interfaces to 3rd Party Systems
• Troubleshooting & Problem Solving for System/Data Issues

• Developed and controlled execution of reporting and analytics for multiple operations departments.
• Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
• Established strategy for operations reporting and analytics, identifying key needs for deliverables while driving continuous improvement of processes.
• Integral part of a data analytics team that specializes in maximizing Risk Adjustment and Reinsurance Payments from CMS.
• Successfully Data Submissions to CMS/EDGE with YOY improvements: 2014- 99.0%, 2015- 99.4%, 2016- 99.6% 2017-99.87%.
• Identified ACA Claim Orphans: 2016 Submission Year: Medical $12M & RX $7M & 2017 Submission Year: Medical $10.2M & RX $7.9M.
• Identified EDGE ACA Orphans with YOY improvement: 2016 Submission Year: $13.8M & 2017 Submission Year: $228K. Identified in 2016 there was an issue with EPAI code on XML Submission to CMS/EDGE and Overlapping Enrollment. For 2017 Submission: Fixed XML issue and implemented control check on Overlapping Enrollment which reduced Edge ACA Orphans.
• Created end to end control checks using SAS and SQL that locate and identify all data drops between source database and target database for enrollment, claims and revenue.
• Perform root cause analysis on unknown data integrity issues and create financial impact reports.
• Collaborate with IT Project Manager/ IT Teams to implement solutions that address data drops and prevent future disruptions in the flow of data reports.
• Lead weekly meetings with IT to communicate Business decisions, streamline workflow and improve collaborative processes.
• Utilize programming ability and understanding of enterprise database structures to provide data driven solutions for cross-functional teams.
• Mentor new hires (Coached to program existing projects over, Source to target data drops, Source systems etc)