Customer Service Manager

Joyce Mattson

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

White Hall, MD 21161

*********@*******.***

410-***-**** (Cell)

Service Operations Manager, Provider Data Management

June, 2011 - Present Cigna-HealthSpring

. Oversee staff of forty-three Data Analysts and Department Auditors in day-

to-day operations of maintaining provider data into QNXT transaction

system in order to pay claims, prepare provider directories, and support

Customer Service, Network Operations, and Sales.

. Implement standard processes and measurements in alignment with Sarbanes-

Oxley compliance requirements.

. Interface with Claims, Network Operations, Credentialing, and Customer

Service departments to implement inter-departmental workflows.

Manager, Process Engineering and Operations Support

September 2010 - June, 2011 Bravo Health

. Oversee design, development, and implementation of online documentation

(Wiki) and e-learning modules (Captivate).

. Interface with Customer Service, Claims, and Credentialing to develop

process maps of each department's routine processes in order to implement

consistency and efficiency.

. Edit documentation and training content for clarity and adherence to

standards.

Instructional Designer/Documentation Developer

June, 2008 - February, 2009 (Part Time); August 2009 (Full Time) Bravo

Health

. Design, develop, and maintain operations procedures for internal

customers.

. Design and develop instructional materials for Customer Service

providers.

. Research and develop standard operating procedures for Member Services

personnel.

Knowledge Products Specialist

1991 - March, 2007 Reynolds and Reynolds Co.

. Research, design, develop, and edit paper-based training and

documentation materials.

. Design and develop online documentation using RoboHelp.

. Design and develop online documentation using Comware Authorware.

Documentation and Distribution Supervisor

1988 - 1990 Reynolds and Reynolds Co.

. Oversee two distribution coordinators and supervise reproduction and

distribution of software and documentation updates to customer and

employee base of more than 3,000.

. Supervise six documentation developers, including project assignment and

performance evaluation.

Documentation Developer

1985 - 1988 Reynolds and Reynolds Co.

Develop and maintain paper-based software documentation in Microsoft Word.

Methods and Procedures Analyst

1983 - 1986 Loyola Federal Savings & Loan

. Organize previously unattended returned check and fraudulent account

records.

. Develop six-set procedures manuals to address savings policies and

procedures to be followed by tellers and new accounts counselors.

. Provide telephone support to branch personnel.

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