NICOLE LARA

214-***-**** adlq3y@r.postjobfree.com LINKEDIN

EXPERIENCE

Business Analyst-Life BPS Operations Jan 2015–Present DXC -Richardson, TX

● Implements new projects including; leading business operations projects, assisting with documenting requirements, design and review of test cases, along with acceptance, installation, and implementation of new system platforms.

● Coordinates testing schedules to ensure deadlines are met.

● Converts systems from new clients onto the DXC system.

● Supports production for daily business operations through onboarding, research and state reporting, to ensure a smooth transition for the entire operations department which includes Claims, Policy-Holder Services, New Business/Underwriting, Accounting, and Unclaimed Property departments.

Business Analyst-Supplemental Operations April 2011–Jan 2015 Health Markets, North Richland Hills, TX

● Analyzed business processes/practices to ensure efficient organizational operations.

● Supported business operations on day to day processes and documenting policies and procedures.

● Assisted with documenting the business case, planning and monitoring, documenting requirements, design and review of test cases, including any process change requests, along with acceptance, installation and deployment of projects related to Supplemental Operations. Business Analyst-Business Operations Dec 2008–April 2010 Health Markets, North Richland Hills, TX

● Analyzed business processes/practices to ensure efficient organizational operations.

● Supported business operations on day to day processes and documenting policies and procedures.

● Conducted detailed analysis on compliance and business issues to determine root-cause and recommend improvement strategies.

● Worked with process owners and project managers to ensure full integration of all processes and linkages to best practices.

● Facilitated sessions to map business processes and define improvement strategies, roles/responsibilities and process metrics and measures.

● Supported multi-state requirements and improved customer satisfaction/retention through necessary processes including: complaints, trend analysis, and issue resolution. Compliance Analyst Feb 2008–Dec 2008

Health Markets, North Richland Hills, TX

● Oversaw compliance initiatives with the operational units, post implementation.

● Reviewed, analyzed, and responded to compliance inquiries received from operational units.

● Responded to State Reporting requests to monitor compliance for state laws and regulations.

● Conducted special projects to ensure compliance with state laws and regulations and maintained timely and accurate reporting for key accountability areas of responsibility as required. Team Leader, Billing/Data Entry Nov 2006–Feb 2008

Quest Diagnostics, Inc., Irving, TX

● Managed 12 employees in 3 areas, Quality Assurance, Trailers (Missing Information entry/Admin) and Data Entry.

● Ensured a 2 day or less backlog and less than 5% defect rate.

● Created reports and worked with other departments to help reduce missing information in a high paced, high volume claims environment.

● Lead Missing Information department (call center/research team), and managed 15 employees on resolution (90% of total volume) and quality (>5% error). Quality Assurance/Quality Control Sept 1996–Nov 2006 Quest Diagnostics, Inc., Irving, TX

● Implemented employee quality audits and created control reports for the Business Unit.

● Cross trained employees and quality checked their processes through review and training.

● Worked on multiple Six Sigma projects to improve the overall efficiency of the billing department. Customer Service Representative Mar–Sep 1996

Quest Diagnostics, Inc., Irving, TX

● Handled patient calls and filing insurance claims for hospice, medicare and medicaid.

● Researched information pertaining to clients for insurance billing purposes. SKILLS

Proficient in Windows, WordPerfect, Microsoft Office; Outlook, Word, Access, Excel, SPC XL2000, PowerPoint and Microsoft office Visio Pro, Accurint and PBI. Experienced Trainer EDUCATION

Grand Prairie Highschool, Diploma–1993

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