Gloria Hope Graham

*** ** ******* ******

Port Saint Lucie, Florida

34953

856-***-****

aco7mh@r.postjobfree.com

Objective

To obtain a position within your company that would utilize my experience and knowledge while benefiting your company.

Experience

February 2015 - March 2015

Teleperformance

Customer Service / Sales Representative

Answer phones for customs placing orders. Offer customers products per our company guidelines.

October 2014 - January 2015

QVC

Customer Service Representative

Seasonal work as a telephone order entry associate.

Answering phone in a professional manner, taking orders from customers.

July 2012 - March 2014

Business Systems Analyst

Health Partner Plans - Philadelphia, PA

Research and run reports to gather information to include in HPP monthly report sent to DPW and DOH.

Keep departmental Project Logs to ensure timely completion and compliance. Review system entries to ensure that the system was correctly updated, ensuring proper claims payment.

Run reports for various departments ensuring their timely delivery.

Participate on project teams as assigned. Audit all facets of claims payment configuration changes.

Review documentation of configuration changes and processes for thoroughness. Document all issues identified through the audit review process.

Responsible for communicating with configuration analyst, configuration team lead. Responsible for communicating changes in document status with the Work Flow Management team (WFM). Makes recommendations for improvement by performing analysis of processes.

August 2011 - October 2011

Customer Care Specialist

Spherion Staffing - Affiliated Computer Services Edison Team - Mount Laurel, NJ

Training for Southern California Edison for Annual Enrollment, Health and Welfare, COBRA, Medical, Dental, Vision

Worked with Citrix, Avaya Phones, K-Force/K-Nova

September 2002 - August 2008

Business Systems Analyst

Independence Blue Cross, Philadelphia, PA

Back Office Service Support Department

Investigate and correct system problems for issues called into the help desk call center

Managed projects associated with supporting the Managed Healthcare System (Power MHS). Monitor the MHS Production Support Issues Database, tracking and resolving production issues (Power MHS), Monitor and support the MHS Production Support help desk (Power MHS), Investigate and correct system problems

Prepare - Operating Procedure Documents (OPD) and Business Requirement Documentates (BRD)

Prepare Test Scenarios for system corrections and upgrade integration. Complete testing scenarios in various programming test regions to confirm Client information properly incorporated into system

Coordinate Projects and perform system testing analysis to confirm OPD were executed correctly

Complete testing scenarios in various programming test regions to confirm Client information properly incorporated into system. Perform UAT testing, regression testing, QA test scenarios. Document and track all changes, and problems sent to CSC for program update.

January 1988 - September 2002

Financial Analyst

Independence Blue Cross, Philadelphia, PA

Provider Payment Department

Serve as liaison between contracting provider and IBC for administration of financial provisions on individual contracts

Analyze and report financial data in accordance with contractual agreement. Prepare interim year-end reconciliation reports, Research and preparation of position papers with documentation relative to client appeals, inquires, and rebuttals to payment determination

Prepare final cost report settlements with Medicare principles of reimbursement and IBC contractual obligations, Provider Accounts Payable, Provider Payment, Periodic Interim Payments

Monitor, modify, QA system updates for contractual obligations, Other duties as requested

Computer Application - Experience

Subject Matter Expert level in Microsoft - Word, Excel, Power Point, Project and Outlook.

IBC Mainframe Programs - Power MHS, AS400, Legacy, Quest Diagnostic, IntelliCred, IntelliContract,

Internet Capabilities, Proficient in Web Browser

Education

Bachelor of Arts, Eastern University, St. David s PA

Major: Management of Information Systems

Maintained Workgroup Project Plan for 5 students for a time frame of 3 years

Graduated under the name Gloria Hope Hollman-Friel

Graduated: December 2003

Associates of Science, Peirce College, Philadelphia, PA

Major: Business Administration

Graduated Summa Cum Laude

Lifetime Member of Phi Theta Kappa Honor Society

President s List for scholastic excellence 1999-2000

Member of National Dean s List for 1998-1999, 1999-2000

Nominated to the Who s Who of American College Students, 1999

Graduated under the name Gloria Hope Friel

Graduated: May 2000

Computer Application - Experience

Subject Matter Expert level in Microsoft - Word, Excel, Power Point, Project and Outlook.

IBC Mainframe Programs - Power MHS, AS400, Legacy, Quest Diagnostic-Dragon, IntelliCred, IntelliContract, MicroStrategy

Internet Capabilities, Proficient in Web Browser

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