PROFESSIONAL EXPERIENCE

United Healthcare, Phoenix, AZ

Operational Trainer, Diana Qader, Manager, 2016-Current

Train new hires on CSP Facets, ICUE, CareOne Macess, MyCoach, knowledge library, SOPs, Macros, Omega, WebEx,Webstrat, Sharepoints

Successfully managed and assisted in supervising all new hires.

Utilize a variety applications/platforms: Omega, DAA, IMPACT, Platfora. Secure Access, E-badge, COE tickets, GSS, time reporting,

PMC tracking system

SAM/QUEST/SEAL/CEAP reports to monitor the quantity of errors.

PTFC (ProfessionaL Trainer Foundation Course) Certified

New Hire Audit Calculations

Proficient in Microsoft Office applications: Excel, PowerPoint, Word, Access, OneNotr

Evaluate the progression of new hires – deem competent to be released

Monitor Corrective Action Plans

Update operations on class status on a daily basis

Conduct meetings with operations and upper management

Precise documentation on new hire reports conducted on various platforms

Conducted interviews

Kept current with employment law and HR regulations to ensure regulatory compliance

Daily audits on claims processed by trainee: i.e; effectiveness, efficiency for quality

Developed appropriate training material for current and new employees.

United Healthcare, Phoenix, AZ

Claims Processor/DA, Robert Wilde, Supervisor, 2015 – 2016

Delivery Assistant for multiple new hire training classes

Trained class while trainer was out of the office

Assisted trainees with questions, claim issues, claim audits, etc.

Created daily syllabus on learning and processing claims

Assisted trainers on various tasks

Quality Assurance audits conducted to validate effectiveness & efficiency.

Capstone Assessment

PMC weekly numbers, trainee observations, and ratings

Maintained metrics on monthly basis

Optum, Phoenix, AZ

Healthcare Service Coordinator, Kerry Ramirez, Supervisor, 2014 – 2015

Inbound/outbound calls

Shared information with Medicare and Medicaid members

Resolved customer inquiries

Case Management programs to assess eligibility

Notification Wizard

ICD-9/ICD-10 coding

FiServ – retention on red accounts

Maricopa County Vital Registration, Phoenix, AZ

Trainer/Lead Vital Registrar, Nicole Fowler, Supervisor, 2005-2014

Edit and review vital records for accuracy and completeness

Determined validity of documentation and/or identification presented; approve or deny request

Receive, review and process Maricopa County hospital correction letters

Provide insufficient letters to applicants who do not meet eligibility requirements

Process and prepare incoming and outgoing mail

Created all training manuals on various programs

EDUCATION

University of Arizona, Phoenix, AZ

Studying Bachelor of Business Management August 2017 – Present

Fraud Document Analyst Certification, Maricopa County, Arizona

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