Elisha Roberts

adxa80@r.postjobfree.com 801-***-****

Experienced Manual Software Tester and Junior Technical Writer

EXPERIENCE

DECEMBER 2022 – FEBRUARY 2023

CUSTOMER SERVICE SPECIALIST

OPTUM FINANCIAL Draper, UT

Assisted callers with their Retiree Reimbursement Account. Provided information on how to set up: direct deposit, recurring premium reimbursements, online accounts, authorized representatives, Power of Attorney, Trust, and Last Will and Testament- Executor of Estate information. Provided account information to callers or their authorized representatives. Selected to work on a client specific team after 2 weeks on the phones. During a truncated training had 100% call satisfaction scores based on customer surveys. After training remained in the high 90s to 100% including NPS for the duration of my employment. Worked with Team Lead and others to improve the reimbursement process, verbiage to retirees regarding their account succession and overall process.

JANUARY 2013 – AUGUST 2022

MANUAL TESTER QUALITY ASSURANCE SPECIALIST

WILLIS TOWERS WATSON (EXTEND HEALTH, LLC, TOWERS WATSON) South Jordan, UT

Began as a provisional tester in 2013, was hired permanently the same year. Learned the Software Development Life Cycle, created test cases, executed tests, wrote bugs, verified bug fixes, and assisted in the deployment process. In 2014 I assisted in training new Provisional Testers as I continued my work. In 2015, I began training new Provisional Testers remotely and created basic training tools for all newly hired to that role. I began editing product documentation that same year. I also provided technical support to our end users. In 2016, I began creating new product documentation and assisted in the training and onboarding of several new Product Owners and Project Managers in addition to my other roles. From 2017 on I continued to work with software developers, stakeholders, Product Owners, User Experience Designers and other testers on a re-write of our licensing management tools throughout my employment. In late 2021 a technical writer was officially appointed to our team and under his guidance that work was successfully transferred to his purview full time by mid-2022. I began to write basic automated tests with assistance, and training was ramping up when I was dismissed.

Creation of onboarding tools for software testers

Personally selected by stakeholders to lead the testing efforts of the re-write of their complex licensing management tools

Created thorough Product Documentation that is still in use and used by all who are onboarded on both the technology and end user side of the business

Delivered an end to end walk through of the new tool’s MVP in December 2020

Assisted in the transition and testing of that tool to an entirely new platform

Assisted in onboarding of key team members in various roles outside my own

Able to pull down code locally with minimal assistance for earlier testing

Able to execute automated tests

AUGUST 2012 – DECEMBER 2012

BENEFIT ADVISOR

EXTEND HEALTH South Jordan, UT

Assisted both Medicare Age-ins and retirees losing their group health coverage transition to Individual Medicare plans. Collected demographic, pharmacologic, and physician information to streamline the process of selecting plans when the enrollment window opened for them. Enrolled over 900 people in appropriate Medicare plans for their needs. Received positive feedback from customers and supervisors regarding my calls.

JUNE 2012-NOVEMBER 2013

MEDICAL ASSISTING INSTRUCTOR

BROADVIEW UNIVERSITY West Jordan, UT

Taught both lecture and laboratory components of Medical Assisting. Prepared students for externships, interviews, working in the medical field, and becoming Certified.

MARCH 2011-AUGUST 2012

MEDICAL ASSISTING, MEDICAL ADMINISTRATIVE ASSISTING, AND BILLING & CODING INSTRUCTOR

EAGLE GATE COLLEGE Salt Lake City, Murray, and Layton, UT

Taught both lecture and laboratory components of Medical Assisting. Prepared students for externships, interviews, working in the medical field, and becoming Certified. Taught Administrative students in a similar manner. Taught on 3 campuses in 3 programs at one time. Taught Billing & Coding students in a variety of courses focused on CPT, ICD-9, and HCPCS coding. Created an online course for both Billing & Coding and Medical Assisting students that is still in use, albeit with updates for ICD-10 codes and rules.

NOVEMBER 2010-APRIL 2011

MEDICAL ASSISTING AND MEDICAL ADMINISTRATIVE ASSISTING INSTRUCTOR

CERTIFIED CAREERS INSTITUTE Clearfield, UT

Taught both lecture and laboratory components of Medical Assisting. Prepared students for externships, interviews, working in the medical field, and becoming Certified. Taught Administrative students in a similar manner. Assisted in the creation of online course formats. Observed the Massage Therapy program for several months for instructor and student safety and provided a student partner to enable him to complete his program and graduate.

AUGUST 2010 – NOVEMBER 2010

BENEFIT ADVISOR

EXTEND HEALTH South Jordan, UT

Became a licensed Life and Health Insurance Producer. Assisted both Medicare Age-ins, and retirees losing their group health coverage transition to Individual Medicare plans. Collected demographic, pharmacologic, and physician information to streamline the process of selecting plans when the enrollment window opened for them.

SEPTEMBER 2008-JULY 2010

MEDICAL ASSISTING AND MEDICAL ADMINISTRATIVE ASSISTING INSTRUCTOR; EXTERNSHIP COORDINATOR

EVEREST COLLEGE West Valley City, UT

Taught both lecture and laboratory components of Medical Assisting. Prepared students for externships, interviews, working in the medical field, and becoming Certified. Taught Administrative students in a similar manner. Stepped into the role of Externship Coordinator and assisted students with extern placements and evaluations while on their externships. Substituted in the Billing and Coding program as needed. Instructor of the quarter twice for attrition and student reviews.

NOVEMBER 2005-NOVEMBER 2009

CERTIFIED MEDICAL ASSISTANT/OFFICE MANAGER

MY FAMILY DOCTOR Draper, UT

Worked as a Certified Medical Assistant for a new Doctor. Assisted with office remodel, office furniture selection, physician insurance credentialing, CLIA Lab Certification. Managed schedule, assisted with pharmaceutical reps, patients, billing, coding, collections, ordering office and medical supplies, and training of new staff. Transitioned from outside billing company to in-house billing, and transition from paper billing to electronic billing with Athena Health. During this transition I recovered over $60,000 from one Carrier in outstanding past due balances owed to the Physician for services provided.

EDUCATION

Associates of Applied Science – Medical Assisting, Broadview University, West Jordan, UT

03/2010 GPA 4.0

Diploma – Medical Assisting, Utah Career College, West Jordan, UT

03/2005 GPA 3.8

SKILLS

JIRA

TestRail

Confluence

Novice Visual Studio Code

Novice SQL

Novice Postman

Power Point

Word

Excel

Empathy

Compassion

Active Listening

Billing and Coding

Medical Terminology

Anatomy and Physiology

Customer Service

Critical Thinking

Follow procedural guidelines

Willing to go above and beyond

Software testing

Phlebotomy

Specimen Handling

Phone Systems

EMR systems

Higher Education Educator (Medical Assisting, Medical Administrative Assisting, Medical Billing and Coding)

LICENSES/CERTIFICATIONS

Utah Resident Insurance Producer (Life and Health) NPN 15916610 License #: 353355

Certified Medical Assistant – Expired, but eligible to renew

Honors/Awards

2010 Valedictorian

2010 Best Instructor Ever

08/2009 Educator of the month

2009-2010 Honor Roll or Dean’s List each quarter

2003-2005 Honor Roll or Dean’s List each quarter

Professional Associations

Utah Women in Technology

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