Michelle Marie Walls

https://www.linkedin.com/in/michelle-walls-50922651/

ad43z9@r.postjobfree.com

803-***-****

IT PROFESSIONAL

Versatile IT professional with an exemplary record as a problem solver. Experienced independent multi-tasker with more than 16+ years of IT experience for a diverse range of industries. Motivated team builder and agile learner.

AREAS OF EXPERTISE

Identity and Access Management (IAM). • Metadata • ForgeRock • Relationship Building • Open AM • Customer Service • PremierStaff and Span of Conrol (SOC) Audits • Client Relations • Project Management • Issue Resolution • Microsoft Office Suite

PROFESSIONAL EXPERIENCE

A-Line Staffing (Client: Centene) – Charlotte, NC 2023-Present

As part of a staffing firm work for Centene, a managed care company with 28 million members and 67k+ employees

Member Advocate

Worked with Absolute Total Care to help members stay up to date on health appointments.

Met goal on daily outbound calls.

Adhered to HIPAA regulations and SC Medicaid protocols

Lowes Home Improvement – Mooresville, NC 2023

American retail company specializing in home improvement. Headquartered in Mooresville, North Carolina, the company operates a chain of 2,181 retail stores in the United States

Product Support Specialist

Received inbound calls and made outbound calls responding to home install.

Oversaw installation project from start to finish.

Provided guidance to PROviders, customers, and store staff.

City of Charlotte (Water), Charlotte, NC 2022

Water Department for the City of Charlott in North Carolina

Metering Applications Specialist

Performed hands-on break/fix of the hardware and application components of metering technology devices,

Worked with CS/Monitoring Teams ensure issues are resolved

Responsible for monitoring and responding application issues.

Premier Inc, Charlotte, NC 2016 – 2021

Technology/ Consulting and Group Purchasing organization focused on high quality/ low cost healthcare.

Technology Services Engineer

Independent work responsible for the Installation, setup, administration, and maintenance of new and existing Open Access Manager and Single-Sign on tools. Provide customer support for internal end user community. Maintained sets of Metadata. Conduct quarterly PremierStaff and Span of Control (SOC) audits

Created documentation and Trained on Provision and Process Tools.

Worked independently to provision access to applications, achieving accurate, timely results with few errors. Resolved 100+ tickets per week. Target was 80.

Deployed and implemented pilot program of Identity and Access Management (IAM) to support member hospitals in establishing Single-Sign on (SSO) for Premier products. Achieved 90+ installations in the first 2 yrs.

Worked on applications (200+) to assist in the migration and implementation of a new Access Management tool (ForgeRock Open AM).

Audits resulted in 3% reduction in user access.

Cencora (formerly AmerisourceBergen), Charlotte, NC 2007 – 2015

Multinational pharmaceutical solutions organization centered on improving the lives of people/animals. With more that 1,300 locations worldwide in 50+ countries. Cencora as 46k+ employees with $262B in revenue.

Specialty Pharmacy Liaison 2015

Provided consistent and effective communication to all appropriate stakeholders to insure patient issues are quickly resolved as first line support/single point of contact with contracted specialty pharmacies (SP) Identified, investigated, and resolved escalated issues and cases related to complex reimbursement from both internal and external stakeholders.

Ensured all contractual timeframes related to SP data review are successfully met. Resulting in 100% on time fulfilment

Gathered, analysed, and prepared data, including Adverse Event trending, for Quarterly Business Reviews (QBRs), FDA requirements, and other special projects and reports as applicable.

Customer Service Team Leader 2010 - 2015

Manage the daily operation of the Customer Service Team (24 team members) including balancing workloads to meet customer expectations. Ensure highest level of service meeting departmental standards. Recruitment and training of all new personal. Observe, evaluate and provide regular communication with team and superiors including annual employee evaluations. Implementation of required policy or process changes and communicate.

Goal for outbound benefit verifications of 10 per day. Achieved 150% of goal on a regular basis. Regularly achieving stretch goals

Ensured all members of staff are up to date and fully trained on all new SOPs and technological changes.

Reimbursement Counsellor 2007 - 2010

Responsible for processing for external customers including advising on alternative products when necessary. Act as the main liaison between customers and field associates. Initiate monthly calls to existing low volume customers to update on new programs, products and services as well as assist with any outstanding issues or escalation needed. Coordinate with outside sales associates and internal partners to ensure a smooth and efficient order and delivery process.

Made suggestions and recommendations to Supervisor to continually improve customer service operations. Resulting in process improvement adding to 15% efficiency in process.

Top producer earning regular achievements and awards for exceptional performance.

Ensured medications were FDA approved validating requirements from key pharmaceuticals including submission of appeals and prior authorizations.

EDUCATION

Master’s Degree in Public Administration - Clemson University - Clemson, SC

Bachelor's - Business Administration and Healthcare Management - Winthrop University - Rock Hill, SC

Contact this candidate