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Quality Assurance Project

Birmingham, Alabama, United States
January 30, 2018

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**** ***** ***** **** ****** AL **244



Experienced, quality driven management professional, well versed in process improvement and decision making. Skilled at managing projects from the identification phase to completion.


Cross-functional Leadership

Data Analysis

Health Insurance & Processing Guidelines

Presentation Skills

Strategic Planning & Analysis

Training & Development



Microsoft Office:


Ticketing Systems:

Articulate, Captivate, LCMS, LMS, Storyline, TMS

Access, Excel, Lync (Skype), MS Project, OneNote, PowerPoint, Visio, Word

Active Client, Active Directory, Amisys Advance, Arcot, AS400, Business Objects, CAATS, CAPRI, Care Radius, Chapter 33-LTS, Citrix Access, Crystal Reports, CSUM, Diamond, ECONB, EDI, Encoder Pro, Emdeon, Envision RX, Facets, FMS (Mainframe), FORUM, JIRA, MenuX, NetworX Pricer, PowerMHS, Pragmate, Siebels, SnagIT, VISTA, VRAM, Weblogon

Magic, Remedy, Service Desk Manager, TAG


ASM Research, Tuscaloosa, AL, 04/2016 to Present

Remote Instructional Designer / Technical Trainer

Participate in project management tasks to review, evaluate, formulate and execute training project plans and schedules for low to mid-size organizational projects for the client, Department of Veterans Affairs.

Coordinate software design and development activities in designing and developing project training plans, Train-the-Trainer materials, including instructor-led, course development and web based curriculums.

Design and facilitates instructor led trainings using Web-Ex to 600+ service desk employees annually, on client specific applications and process and procedures in meeting and exceeding departmental metrics.

Prepare and assist with project documentation, scheduling, issue tracking, resource management and quality assurance.

Create, manage and track monthly development project tasks for management reporting.

Adams Communication & Engineering Technology, Tuscaloosa, AL, 6/2015 to 04/2016

Remote Technical Trainer

Design and develop training plans, programs and materials using client specific applications and tools in presentation media, visual and web based classes for the Department of Veterans Affairs.

Manage projects and development of training content and assessments for training modules.

Create and update new and existing training materials that reflect current policy and procedures to improve job performance and ease of operations.

Develop training courses, exams and surveys to measure effectiveness of training materials in Talent Management System (TMS). Manage and troubleshoot reported issues as a TMS Administrator.

Broadpath Healthcare Solutions, Tucson, AZ, 2/2015 to 5/2015

Remote Quality Assurance Auditor

Collect and compile statistical quality data

Devise sampling procedures for reporting quality data.

Document quality assurance activities, discussion of audit findings in individual coaching sessions for process improvements in compliance with Standard Operating Procedures (SOPs) and relevant regulations pertaining to the Medicare line of business.

Facilitate and coach staff on audit findings and document exceptions to decrease error ratios in meeting departmental goals.

The Kennion Group, Birmingham, AL, 1/2014 to 1/2015

Claims Manager

Manage daily supervision of employees engaged in claims processing; maintain production reports.

Assist with developing and implementing policies and procedures in meeting quality standards for Claims Operations.

Provides technical direction, mentoring and training of the Operations staff and project managers in decreasing product development time to market by 50%.

Process and troubleshoot escalated Client request tickets on issue resolutions.

Monitor RX claims from start to finish in determining eligible charges for reimbursements, reconciliation, and negotiating payments

Triton Health Systems, Birmingham, AL, 2/2012 to 1/2014

Product Trainer, 2/2012 – 1/2014

Redesigned and implemented a new corporate training program to include delivery of training manuals, visual aids, educational materials and maintenance of a training tracker database.

Achieved a 98% success rate in designing and facilitating quarterly corporate training on health insurance product lines, HMO, PPO, and Medicare, to 500 + employees.

Facilitate New Hire Call Center and Claims Processing training to employees on various health insurance product lines.

Design and implemented training databases to improve quality metrics.

Perform as a Subject Matter Expert (SME) on a 10-person project team to provide innovative ways of implementing process improvements in reducing claims adjustments yearly.

Triton Health Systems, Birmingham, AL, 3/2010 to 2/2012

Claims Research Analyst, 3/2010 – 2/2012

Apply appropriate processes and procedures to identify, process and adjust claims resulting from query reports and provider requests.

Document and communicate with stakeholders regarding error trends.

Monitor the lifecycle of provider liability HMO, Medicare and PPO claims.

Analyze weekly query reports to minimize risks of provider overpayments of claims.

Achieved a 30% revenue savings for the organization in reconciliation of claims payments.


Colorado Technical University, Colorado Springs, CO

Master of Science in Management: Project Management

Master of Business Administration: Human Resource Management

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