Whitney Bass
Columbus,GA
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Well-regarded Project Manager highly effective at analyzing data and trends to make timely, useful and effective recommendations. Well-versed in operating in complex, dynamic environments under tight deadlines. Prepared to leverage 15 years' experience to take on new position with company.
Overview
14
14
years of professional experience
Work History
Business Change Advisor- Change Management
Elevance Health
11.2021 - 06.2023
- Identified potential issues, project changes, and scope, facilitating smoother project execution and reducing delays by 15%
- Manages complex projects and/or programs that align with the client expectations and business need
- Resolved operational and vendor processes, enhancing efficiency by 20% and generating $100,000 in cost savings annually
- Served as the Subject Matter Expert (SME), leading efforts to identify and implement best practices, improving team performance by 25%
- Conducted cost/benefit analyses, optimizing resource allocation and generating $100,000 in annual savings
- Establishes clear stakeholder expectations and requirements
- Built support for business change, increasing employee engagement and adoption by 30%
- Reviewed claims post-change project, ensuring 98% accuracy in claim processing
- Developed and modified workflows, reducing turnaround times by 20% and saving $50,000
- Met extreme deadlines by updating documents and newsletters within relevant platforms, maintaining a 100% compliance rate
- Collaborated with operations management and exchanged data with project leads, ensuring smooth daily business operations
- Created, evaluated, and modified workflows to reduce turnaround times and create cost savings for the company, resulting in a 15% improvement in efficiency
- Composed and prepared requirement-driven outlines, deliverables, and project descriptions, ensuring clarity and alignment with project objectives
- Knowledgeable in Medicare/ Medicaid, Coordination of Benefits , Enrollment/Membership and Commercial Business
- Experienced in creating and maintaining databases to track business performance
- Knowledge of Payment Integrity
- Built and maintained relationships with clients to provide ongoing support.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Assisted in the development of training materials for new advisors, improving overall team performance.
- Improved processes by recommending operational changes.
- Implemented innovative marketing strategies to increase visibility within the local community and generate leads.
- Increased client portfolio performance through diligent market research and analysis for optimal asset allocation.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Contributed insights during team meetings aimed at optimizing firm-wide processes and procedures for increased efficiency.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Collaborated with internal teams to develop comprehensive financial plans tailored to individual client needs.
- Coordinated work or project dedicated to raise awareness of need, applying strong project, and team leadership to enhance success.
Vendor Operations Analyst- Clinical Services
Elevance Health
05.2018 - 11.2021
- Supported vendor management activities, achieving 95% compliance rate and exceeding quality objectives
- Reconciled vendor invoices, reducing payment processing errors by 20% and saving $50,000 annually
- Ensured accurate vendor payments data, reducing discrepancies by 15% and saving $75,000 annually
- Assisted other teams based on business needs and changes, fostering spirit of cooperation and adaptability
- MPL via Jira/confluence
- Efficient in CS90, WGS, FACETS-GBD, CIW, Cotiviti and (CMS)
- DSNP/ Medicare and Medicaid membership
- Audits Eligibility files to ensure 834-member load files are managed and processed accurately
- Proficient in SQL, Power Bi and Salesforce
- Skilled in analyzing data and summarizing performance using summary statistical procedures
- Proficient in developing and analyzing business performance reports and providing recommendations for improvement.
- Processed transactions by calculating purchase totals and collecting payments.
- Answered questions and assisted customers with item selection and location.
- Developed long-term strategic partnerships with key vendors, enhancing collaboration and creating mutual benefits.
- Negotiated favorable contracts with suppliers, resulting in cost savings for company without sacrificing quality.
- Maintained accurate records on all transactions, payments, and correspondence with vendors, ensuring transparency and compliance.
- Implemented efficient vendor management system that streamlined operations and reduced administrative workload.
- Conducted market research to identify new potential suppliers, expanding company's network of reliable partners.
- Coordinated with cross-functional teams to identify opportunities for process improvements and cost reductions within supply chain.
Operations Expert - Member/Provider Service, and Claims Ops
Blue Cross Blue Shield of GA
09.2013 - 05.2018
- Serves as a first line resource for operation associates for workflow and technical related processes
- Assists associates by answering day-to-day technical questions
- Encourages a teamwork environment
- Monitors inventory to ensure workflow remains uninterrupted
- Handles complex case research and resolution
- Reviews, interprets and maintains records of service level, quality, accuracy, and productivity
- Provided operational training, increasing team productivity by 30% and adherence to industry standards
- Analyzed end-user needs and developed software requirements, improving workflow efficiency by 20%
- Managed correspondence inventory, reducing response times by 25% and enhancing customer satisfaction
- Facilitated operational updates to the Knowledge library, improving accessibility by 30%
- Conducted quality audits on claims processing and customer service interactions to ensure accuracy and compliance with company standards and regulatory requirements
- Identified trends, patterns, and areas for improvement through data analysis and root cause analysis
- Developed and implemented corrective actions to address quality issues, resulting in a 20% reduction in claims processing errors.
- Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
- Identified areas for improvement through regular audits, recommending process enhancements that ultimately led to increased profitability.
- Conducted regular performance evaluations of team members, providing constructive feedback and guidance for professional growth.
- Championed the adoption of new technologies to automate manual tasks, leading to increased efficiencies across multiple departments.
Customer Service Representative
Blue Cross Blue Shield of GA
12.2009 - 09.2013
- Responded to customer inquiries via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Analyzed problems and provided information and alternate solutions, maintaining a customer satisfaction rating of 95%
- Operated PC/image station to obtain customer information, document inquiries, and provide accurate outcomes for tracking and analysis
- Researched and analyzed data to address operational challenges and customer service issues, resulting in a 15% reduction in customer complaints
- Adhered to state and federal regulations regarding HIPAA regulations, ensuring compliance and data security
- Assisted in migrations projects for accounts, ensuring accurate transfer of member demographics and eligibility, contributing to successful project completion
- Worked on Age Inquiries and assisted with PCP changes within the national unit, ensuring timeliness and accuracy
- Mentored new trainees to ensure efficient onboarding and timely resolution of customer inquiries.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Education
Associate of Business Administration - Business Management
Columbus Technical College
Columbus, Georgia05.2012
Bachelor of Nursing -
Columbus State University
Columbus, Georgia05.2007
Skills
- Project Management
- Vendor Operations and Strategic Planning
- Healthcare Administration/ Managed Care
- Process Optimization/ Workflow Development
- Cost/Benefit Analysis
- Compliance Requirements and Documentation Management
- Training and Development
- Client Engagement and Relationship Building
- Critical Thinking/ Problem-Solving/Decision-Making
- Data Analysis and Interpretation
- HIPPA regulations
- Insurance and billing coding
- Proficient in all Microsoft applications
- JIRA Confluence/CS90, FACETS/ Salesforce
- Customer Service/ Enrollment and Billing
- Agile
Timeline
Business Change Advisor- Change Management
Elevance Health
11.2021 - 06.2023
Vendor Operations Analyst- Clinical Services
Elevance Health
05.2018 - 11.2021
Operations Expert - Member/Provider Service, and Claims Ops
Blue Cross Blue Shield of GA
09.2013 - 05.2018
Customer Service Representative
Blue Cross Blue Shield of GA
12.2009 - 09.2013
Associate of Business Administration - Business Management
Columbus Technical College
Bachelor of Nursing -
Columbus State University
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